PeruRail Avis 47

They do not care about your health and safety. The coach is fully exposed to the sun, both above and on the sides, with no possibility for the windows to be covered by any curtains. The portion of the window that can be opened for some air is tiny, and in our case did not work.
The air conditioning did not work at all, on a very sunny and hot day... I had persistent overheating, headache, and physical discomfort, and got sunburnt. My wife nearly fainted and felt nauseous for most of the trip due to the heat and lack of ventilation.

The staff was completely unprepared and unequipped to deal with this. They had no equipment, no backup, no procedure to alleviate the discomfort and protect passengers from heat and over-exposure to sun. On top of that, the staff dressed up in carnival costumes and danced to festive music, while we were physically suffering! I have video-evidence of this.

This is not only NOT what we paid for, but a clear violation of basic health and safety regulations!

The customer support insisted that the staff "handled the situation" (they did nothing aside from disrespect us), and tried to tell me to deal with an imaginary "intermediary" agency, when indeed I bought the tickets directly from PeruRail's website.

I traveled with my boyfriend n they just asked for my passport but not for his (he is white, im not). Then we went to our seats and they stopped me meanwhile they allowed him to sit, the staff told me I need to switch seats because they are rearranging but they just told me and not him! I was furious, I asked then if I should be far away from my bf or why they just asked me and other Spanish speakers but not him, then the staff said I need to tell him he needs to move also but I asked why n they didn’t explain, I told them they should explain to him why the seats he paid r not available for us n then they said ok you can sit there . They looked at me with a bad face, bad attitude n the dance was just one of them dressing up n the fashion show were them also just wearing scarfs. So much money to loose in this train

The train from ollantaytambo to Cusco was a hot disaster, there was no direction and it was chaos. We were disappointed for sure but that was not the end of the disappointment.

We were at the Peru rail station an hour and a half before our train, sitting at the cafe out of the pouring rain and were buying their over priced beer. They called the same Inca rail trail for 40 minutes straight, same exact announcement over and over, the signs said vistadome train boarding (we were expedition). Then the second I heard a Peru rail train get called we went to the gate. And we were listening intently. They said the train was already shut and we need to go back to the ticket office as we won’t be able to get on this train. The ticket office said they can’t do refunds and there was only one seat left on the 9pm train… there’s two of us as she could obviously see…. So we had to buy a second seat worth $80 each. Inca rail thankfully had seats and were very helpful. I’m actually appalled by their organization, like disgusted that this happened and they didn’t help, and if Inca rail didn’t come through we would’ve missed a 3 day tour starting tomorrow worth $1500. Avoid this rail way at all costs.

AVOID THIS COMPANY AT ALL COSTS!
Peru Rail is dishonest and scammers. Our $326.80 train tickets were cancelled by Peru Rail and they refused to refund the money, even after Citi provided the ARN tracking number proving they recieved the money. Initially, they requested 10 days to reserach it only to stop responding to all emails and phone calls. They responded today...3 weeks later saying too bad, get the money from Citi. AVOID THESE SCAMMERS!!! BELIEVE EVERY NEGATIVE REVIEW!

Because of fixings on the train tracks, we were changed from the 100% train ride tickets to the bimodal type (the Cusco-Ollantaytambo part of the trip is supposed to be done by bus), which was fine since we expected the buses were going to be like the ones Perurail shows in their website. It was not like that. Besides not reimbursing anything (the bimodal tickets are cheaper), they provided a sprinter van, very uncomfortable, no ventilation, and very hot. We were told the return bus was going to be bigger, like the ones in the picture but they lied. It was even worse since this time the four of us had to sit in the back seats for over two hours. We all got car sick. After filing a complaint, Perurail didn't even apologize and it sounded that they even wanted a big thank you since at least they provided for us to get to Ollantaytambo. I wrote them back and they never answer. It was very disappointing.

I purchased 4x the hiram bingham train from Peru Rail at $600 per ticket. I made arrangements for the Vistadome train at $155 per ticket for the ride back. I received a mail that the company had not been able to secure an entry to Maccu Picchu and offered the option for a full refund or rescheduling. Since we were going for my birthday and had already been to MP, I asked for a discount instead. This was not possible.

One person in my group came with a regular suitcase instead of a carryon. The lady on the platform stated that on the way bag, she would need to pay a fee for the added size.

So after paying $3000 in train tickets, Peru Rail manages to make a problem out of a larger suitcase.

We decided to stay in the hotel for an extra day, so went down to reschedule 2 ticket. 2 of my group had already gone back.

Since we showed up < 24 hours before departure, we were told that a change is not possible. And had to fork over another $200 for new tickets for tickets for the next day. There was enough space, the company chooses to apply its T&C strictly so it can keep your money.

This company cares only about its bottom line and is not concerned with service. The "luxury experience" label is a hollow shell. As soon as you want a little bit of flexibility, for which has been paid dearly, you're on your own.

So far my story. Let's look at the practical implications.

1) Deciding to stay an extra night is tricky, if your train is the next morning and you decide to do so in the afternoon for instance; You will forfeit your ticket.
2) You really cannot miss your train, you will forfeit your ticket.

Peru rail staff is not allowed to deviate from the company policy, and they won't budge or care about your complaints.

A more effective strategy might be to use the on-line claims book. Search for perurail claims book.

The claims book is mandated by the peruvian consumer protection organization INDECOPI

This is how it works:

Once the entry is recorded, the provider must respond within 15 business days (non‑extendable) and resolve the matter, either by fixing the problem, offering a refund/replacement, or providing a written justification for denial. If the provider needs more time, a brief extension can be granted only under exceptional circumstances, but the original deadline remains the benchmark. 

If the parties reach an agreement, both sign the resolution page and the case is closed. If the consumer is unsatisfied with the answer, the provider must forward the complaint to Indecopi within 30 calendar days for further mediation or administrative action

Success is not guaranteed, but it's your best shot at justice.

We booked the Vistadome Observatory from Machu Picchu to Cusco (Aug 2025) because it was the only service that ran directly through to Cusco without a bus transfer. We get motion sickness and wanted the comfort of the full train ride. Three days before travel, PeruRail told us the train would not go to Cusco and would instead be replaced by a bus connection. When I asked to move to an earlier departure, I was charged US$41 — a “penalty fee” — despite the fact we were already being downgraded. With airlines, it’s industry standard to allow one free change if the airline cancels a service. PeruRail refused, laughed at my objection at the counter, and insisted I pay.

As for the “Observatory” experience:
You’re in a regular Vistadome carriage for most of the trip and only get around 20 minutes in the Observatory car.
The “baby alpaca fashion show” is a sales pitch.
Snacks are basic quinoa crackers, not gourmet.
No scenic stops were made.

I submitted feedback after the trip and received a polite but dismissive reply blaming “force majeure.” Nowhere did PeruRail address the unfairness of charging passengers extra when the original service was cancelled.

Bottom line: It was not worth the splurge, and definitely not worth paying $41 USD for a downgrade in service.

We booked trains from Cusco to Machu Picchu 21.08.25 and back. In the reality half of the way was made by bumpy bus and chaotic change. On the way back it was sunny and extremely hot in our cart. The stuff didn’t care. So as there are alternatives take them.
Our second ride was Cusco Puno. Ss they don’t close the doors between the carts cold wind is blowing from unsealed outside doors. Stuff just looked for excuses. Don’t accept sits in the first rows of the cart!!! It could be nice ride as other things were good. But the frequently coming cold due to the wind was very ugly and not acceptable.

Altamente recomendable no usar este servicio, harán lo posible para no ofrecertelo y quedarse el dinero. Ladrones sin escrúpulos.

The Good:
The views of the Andes are absolutely breathtaking — easily the highlight of this journey and a major reason to take this train. The service is excellent, and the onboard entertainment is lively and engaging. The staff work hard to make the 10-hour ride enjoyable.

The Bad:
Unfortunately, the seats are quite uncomfortable. While some might find the vintage feel of the train charming, the seating leaves much to be desired — especially for such a long, slow, and sometimes bumpy ride. An upgrade is long overdue.

The Ugly:
The bathrooms are shockingly unhygienic. I had read reviews warning about this, but assumed they were exaggerated — they were not. If you’re considering this trip, be prepared to avoid the restrooms entirely.

Bottom Line:
The incredible scenery may make the ride worth it, but the state of the bathrooms is a serious drawback. It’s hard to recommend this experience without immediately bringing up both the unforgettable views and the unfortunate bathroom situation in the same breath.

I wrote to them directly snd told them about the bathroom situation and received a canned response so unsure if the situation will change.

Very expensive, acting in a monopoly situation with their business friends Incarail. If you are a local then the price will be half...Delays in departures and arrivals together with bus connections.

Abysmal service - a scheduled service from Machu Picchu village to Cusco has been a truly awful train journey. The carriages are hot and uncomfortable, the ride is extremely rough and the tracks are poorly maintained. The train had collided with the rails a number of times - great shuddering collisions that stall the train followed by backwards movement of random length. The constant Muzak piped into the carriage was of no comfort or help at all. If you want to arrive on time - this is not the service to use.

We booked tickets to travel in March 2020 but of course due to the Covid pandemic the service was cancelled. I applied for a refund immediately but did not receive a reply for 2 years. Eventually I contacted them in 2022 again and they finally agreed to refund the monies after considerable correspondence. However even though I provided my bank details mysteriously I was advised that they could not make the refund. I even offered to provide a different bank account but they have not responded.

We attempted to purchase 4 tickets from Puno to Cusco using the PeruRail online booking system. Our travel date was to be 10 February 2025. Upon entering our credit card information the system failed to generate our tickets, but immediately processed payment. We have spent the past 2 weeks trying to get a refund from PeruRail for this fraudulent transaction but they insist that their process is 30 days. We were required to complete a refund form, which requires a ticket number. We didn’t have a ticket number as the system failed to generate a ticket. We are still pursuing a refund of US$1240 from Peru Rail to no success. I would recommend using the bus system and avoiding Peru rail at all costs.

We arrived for the train from Puno to Cusco this morning, and the train is not running! We paid over 580 USD for these tickets and were not informed / have not been contacted by your company - and can't get hold of anyone. We are now 580 USD out of pocket and having to run around trying to find another way to get to Cusco today.

Por favor, si van a tomar esta opción piénsenlo bien, no lo recomiendo, compré mis tiquetes en el sitio web, y me cambiaron el tiquete de regreso para un día después, no quisieron ayudarme con el cambio aún cuando ellos cambiaron la fecha, la atención y el pésimo servicio en las instalaciones de ellos de lo peor, se burlaron por reclamar, me sentí denigrado como extranjero

El peor servicio con preferencial y además un menor de edad, escogería otra compañía sin dudarlo. Hoy 11/01/25 he viajado con mis padres de 70 años, mi pequeño de 4 años, mi pareja y yo estoy embarazada de 7 meses dirección Ollantaytambo a las 17.23h. El SEÑOR DANIEL R. trabajador de Peru Rail (encargado en el cocje E) ha hecho que mi padre tenga que cambiar a otro vagón porque no se ha comunicado con su compañero de la entrada el cual nos ha confirmado que efectivamente habían 2 asientos libres y nos ha obligado a separarnos cuando le hemos dicho que es operado del corazón. Todo esto se ha iniciado dado que en ventanilla nos han puesto todos en el mismo vagón excepto a NUESTRO PEQUEÑO DE 4 AÑOS, cómo es posible semejante ERROR? No es ni LEGAL! Nos han dicho de solucionarlo en la puerta y al final ni su propio equipo de a bordo se hablan entre ellos. NEFASTO TODO Y EL SEÑOR MUY GROSERO CON NOSOTROS, NO RECOMIENDO EN ABSOLUTO ESTA COMPAÑÍA!

The experience with PeruRail was highly disappointing. On the way to Aguas Calientes, the food options were almost non-existent. I had to choose between overpriced snacks like Twix and Pringles. The staff member responsible for food didn’t even bother unpacking his supplies until I made an order. The train’s infrastructure was shockingly poor, making for a slow, uncomfortable, and rough ride due to the bad condition of the rails. There was also very limited legroom, which added to the discomfort.

The air conditioning was another major issue. Early in the morning, it was freezing cold, and later in the day, it became uncomfortably hot (29°C), with the thermostat set to 27°C but the AC turned off by the staff. Having skipped breakfast due to the early train, I found myself cold, hungry, and then overheated, all while enduring a rough ride.

For the return trip, I opted for the Vistadome service, hoping for an improved experience, but unfortunately, it wasn’t much better. What should have been a scenic and enjoyable journey turned into a slow and uncomfortable ordeal. PeruRail should seriously consider investing in infrastructure improvements rather than profiting off tourists at such high prices. It was a miserable trip to what should have been paradise.

They charged me twice for the same trip. When I contacted them, they were woefully unhelpful. When I got a chargeback from my bank on the additional payment, they contacted me a week before my trip to cancel my tickets and told me to buy new ones if I still wanted to use the train. As I had already booked Machu Picchu, I was forced to purchase the tickets again for an increased price! When I tried to purchase again, a similar thing occurred - they took my money, told me the transaction didn’t go through and then I had to purchase the tickets for a third time, all the while they have nearly 1k of my money for a transaction that originally cost around $250. I am currently waiting on a response from a customer service representative of theirs but I do not have high hopes. Do not deal with this organisation directly

One of the mornings trains derailed blocking the traffic in both directions, we purchased tickets that morning and were not told. Instead the train took us half the way then proceed to transfer us to a bus for the rest of the journey. No warning, no apologies, we weren't even told, one of the other passengers on the train let us know everyone had to get off. The train arrived hours late.