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