Review Time
I traveled with my partner and they only asked for my passport, not his (he is white, I'm not). When we reached our seats, they stopped me while allowing him to sit. The staff informed me that I needed to switch seats due to rearrangement, but they only communicated this to me, not him! I was upset and questioned if I was supposed to be separated from my boyfriend or why they only approached me and other Spanish speakers. The staff then told me I needed to inform him to move as well, but they didn't provide an explanation. I insisted they clarify to him why the seats he paid for were unavailable for us, and eventually, they said I could sit there. Their demeanor was unprofessional, and the entertainment was underwhelming, merely consisting of a few dressed-up individuals and a fashion show featuring scarves. It felt like a significant waste of money on this trip.
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!
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 INDECOPIThis 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 actionSuccess is not guaranteed, but it's your best shot at justice.
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.
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.
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.
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.
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PeruRail is a railway operator providing tourist, freight, and charter services in southern Peru.
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