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.
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PeruRail is a railway operator providing tourist, freight, and charter services in southern Peru.
