FAQ
About Commercial Terms / Tickets
Yes, you can modify your tickets by changing the travel date up to 24 hours before the train departure, to do so you will need this form by clicking here. After this period the modification does not proceed.
You can modify your date of travel or make a refund request by clicking here.
You can submit your refund request by clicking here.
Yes, our trains operate 365 days a year. You can check real-time departure and arrival information on our Live Train Information page.
In the event of disruption caused by natural events or external factors, we will provide timely updates through our official communication channels.
About technical difficulties in purchasing or paying for my train tickets
Some passengers present these or other problems on our website:
- Delay in loading at the time of purchase
- The booking page is blank
- Passenger data cannot be added
- No payment option
- You were charged, but you did not receive your train tickets.
About the Tickets
You can request a refund by clicking here no less than 24 hours before the train’s departure, or if you paid via credit card or bank deposit, if you were unable to make it to Cusco or Peru, subject to a 10% charge for administrative expenses.
• Only the holder of the ticket purchase may request a refund.
• The refund will be processed through a credit note. This will only apply for tickets purchased at regular fare. Consider that a 10% administrative fee will be charged.
• Your cancellation request will not proceed if you fill out this form 24 hours prior to train departure and/or purchased your tickets at a promotional rate.
• If you purchased the tickets with a travel agency, this request must be processed directly with the agency.
Our company policies, in some cases, require additional identity verification. If you have received such an email, your seat is already reserved and your purchase has been accepted. To collect your tickets, please follow these steps.
For more information, click here.
Yes. Train ticket sales are open to Peruvian and international passengers alike. Peruvian passengers can travel on all our tourist train services: PeruRail Expedition, PeruRail Vistadome, PeruRail Vistadome Observatory and PeruRail Titicaca. Peruvian passengers may also travel on the Local Train, subject to seat availability, as this service gives priority to residents of communities located along the railway line.
You can buy tickets on our website year round at www.perurail.com. For travel during peak season*, we recommend buying your ticket at least three months in advance.
(*) From April 1 to November 14 and from December 21 to December 31.
No, passengers are not allowed to use their ticket for a train departing at a different time. If you do not make it to the train at the time indicated on the ticket, the same ticket cannot be used for a different service or time and no refund request would be valid.
Loss of ticket:
- Obtain a new ticket by visiting www.perurail.com to reprint the TRAVEL TICKET clicking on the following link: www.perurail.com/download-ticket/
- Approach one of the Points of Sale, where they can request that the ticket be forwarded to their email. Passengers must do the above at least sixty (60) minutes before the departure of the train; otherwise, they will lose the contracted service.
Change of Ticket:
- If you want to make any changes to your ticket purchased online, please note the following:
- Send an email to reservas@perurail.com if you wish to make changes to your ticket for the following services: PeruRail Expedition, PeruRail Vistadome, PeruRail Vistadome Observatory and/or PeruRail Titicaca. Or write to trains.peru@belmond.com for the following services: Hiram Bingham, A Belmond Train and/or Belmond Andean Explorer, A Belmond Train.
- Write in the mail the following fields:
- Attach a copy of your current train ticket.
- New travel destination
- New travel date
- New travel schedule
- New train service you wish to change to
- This change will incur a 10% administration fee.
- If you wish to change your train ticket to a ticket for a lower cost service, please note that there is no refund for the difference in price.
- If you wish to reschedule your trip once you are in Peru and you are unable to send the email, please contact a PeruRail representative at any point of sale, whether stores or ticket offices, during business hours and no later than 24 hours before the train’s departure.
Train tickets include the transport by train, whether one-way or round trip, contracted by passengers. Additionally, they include a series of services that vary depending on the type of trip: outbound, inbound, or round trip. You can review what is included and what is not included in our “Service Details” by train and by trip type. If you like, you can also compare the different train services by clicking here.
About Infants or Children
- For the PeruRail Vistadome Observatory, PeruRail Vistadome, PeruRail Expedition services infants between the ages of 0 and 2 do not need to pay for tickets, provided they sit with their parents in the same seat on the train. In the event that parents prefer their infant(s) to occupy their own seat, the additional seat is subject to the payment of the special child rate.
- Children between the ages of 3 and 11 must have their own tickets, which are offered at 75% of the normal ticket price. For more details, please see the Policy on Children and Infants here.
About the Seats
At this time, our sales system does not allow passengers to choose their seats. Nevertheless:
- Passengers can write to us with complaints, questions, or requests for changes to dates or seats at reservas@perurail.com, for those traveling on the PeruRail Expedition, PeruRail Vistadome, PeruRail Vistadome Observatory, and PeruRail Titicaca train services.
- All changes must be requested at least twenty-four (24) hours before the train’s departure time, and are subject to available space.
About the Trains in General
Since 2010, the Backpacker train is no longer being offered. However, we offer the PeruRail Expedition service, which provides an excellent level of comfort at a low price.
We offer the PeruRail Expedition train service at a lower price than our other services. You can purchase tickets on our website or at any point of sale in Lima and Cusco. To locate the nearest Point of Sale, click here. To learn more about what is included and what is not included in the PeruRail Expedition service, click here to see the train’s Service Details.
Our trains run 365 days per year, except in cases of contingency due to acts of nature or factors beyond the company’s control.
All of our PeruRail Vistadome trains have panoramic windows. To know more about what is included and what is not included in the Vistadome service, click here.
Not all tourist train services depart from central Cusco. The departure station depends on the selected service and the time of year:
- PeruRail Expedition and PeruRail Vistadome operate as a Bimodal service combining bus and train, with departure from Wanchaq Station, approximately five minutes from central Cusco.
- PeruRail Vistadome may also depart from San Pedro Station, approximately 10 minutes from the city centre, during periods when the regular train-only service is operating.
- PeruRail Titicaca departs from Wanchaq Station in Cusco and Puno Station throughout the year.
No. On this route, we operate PeruRail Titicaca, a long-distance experiential train connecting Cusco and Puno through the Peruvian Altiplano. The service includes onboard dining, live music and access to the panoramic observation bar carriage, where passengers can enjoy exceptional views throughout the journey. Discover PeruRail Titicaca and check available fares and timetables.
Due to the geography along the route, the standard speeds permitted for this journey range from 30 to 45 kilometers per hour.
PeruRail Sacred Valley was a former train service connecting Urubamba with Machu Picchu and remained available until March 2020. If you would like to explore the Sacred Valley by train today, you can travel on the new Cusco to Ollantaytambo route, which offers a memorable way to discover this destination in the heart of the Andes. Ollantaytambo is one of the main gateways to the Sacred Valley and one of the region’s most important historic destinations.
This train service was available until March 2020.
Buses and Arrival at the Citadel of Machu Picchu
Our train services will drop you off at the Machu Picchu Station, in the town of Machu Picchu (formerly known as Aguas Calientes). Afterwards, you will have to take a bus up to the citadel.
PeruRail Vistadome and PeruRail Expedition trains do not include the Machu Picchu entry fee or the bus services to the citadel and back.
When you reach the town of Machu Picchu (formerly known as Aguas Calientes) you will have two options for reaching the Inca citadel: on foot or by bus.
- You can go to the bus station and catch a bus, which will take you quickly and safely up the switchback road. The first bus departs from town at 5:30 am, and the last bus leaves the citadel at 5:30 pm.
- The uphill walk up takes about two hours. You may be quite tired by the time you reach the citadel.
- The company that sells the bus tickets from the town of Machu Picchu to the citadel and back is CONSETTUR. PeruRail does not sell bus tickets for the trip up to the citadel. It only sells the train service to Machu Picchu Station, located in the town of Machu Picchu.*
Bus tickets to the Machu Picchu citadel are sold directly by CONSETTUR in Machu Picchu Pueblo, at the authorised ticket office near the departure point for buses travelling to the citadel. Tickets are sold in person and availability is limited, so arriving in advance is recommended.
Tickets can be purchased through the official portal of the Peruvian Ministry of Culture: tuboleto.cultura.pe. Since September 2026, tickets have been available through a direct purchase system, with no advance reservation required. This means that once you have selected your preferred date, visitor circuit and entry time, you will have 15 minutes to confirm payment. Your personalised ticket will then be issued immediately.
Before starting your purchase, make sure you have your Peruvian national identity document (DNI) or passport to hand, as the ticket will be linked to the identification document provided. Tickets can be purchased online from anywhere in the world several months in advance. During the high season, from April to November, we recommend purchasing your ticket at least one month in advance, as availability is limited and tickets sell out quickly.
We recommend planning on spending at least three or four hours at the citadel. Please note that the trip from the bus station to the citadel and back takes approximately 30 minutes each way.
About Luggage
Yes, carry-on luggage is allowed. For this purpose, carry-on luggage is considered to include those pieces of luggage that, due to their nature and use, must necessarily accompany the passenger onboard.
One small bag or backpack weighing no more than 8 kg / 17.64 lb and not exceeding 115 cm (height + length + width), 55 cm x 35 cm x 25 cm. Luggage exceeding these dimensions will not be allowed on board. To travel on the PeruRail Titicaca (from Cusco to Puno or vice versa), you may bring an additional piece of luggage weighing up to 23 kg, as there is a luggage compartment (luggage car). If you require special assistance with your luggage, please contact equipaje@perurail.com at least 48 hours before your planned travel date. Subject to available space.
Yes. Luggage storage is free for all PeruRail passengers at the following stations:
- Storage Ollantaytambo – From 04:15 hrs. to 21:00 hrs.
- Storage Machu Picchu – From 08:00 hrs. to 22:00 hrs.
Cusco – Machu Picchu – Cusco Route:
To travel to Machu Picchu on the PeruRail Vistadome Observatory, PeruRail Vistadome or PeruRail Expedition: Each passenger is allowed one piece of hand luggage (a bag or backpack) with a maximum weight of 8 kg / 17.64 lb and total dimensions not exceeding 115 linear cm (height + length + width), approximately 55 cm x 35 cm x 25 cm. It is prohibited by law to block the exits. If you require special assistance with your luggage, please contact equipaje@perurail.com at least 48 hours before your planned travel date. Subject to available space.
Cusco – Puno – Cusco Route:
To travel on the PeruRail Titicaca (from Cusco to Puno or vice versa), you may bring 1 piece of luggage weighing up to 23 kg.
Exceptional Flexibility Policy for Onboard Luggage:
- Those passengers walking the Inca Trail can take advantage of our Exceptional Flexibility Policy for Onboard Luggage (route to Machu Picchu, not return) by exhibiting their permit issued by the UGM and contacting equipaje@perurail.com at least 48 hours before their planned travel date. Subject to available space.
- Luggage deposit at the Ollantaytambo Station: From 04:15 hrs. to 21:00 hrs.
- Luggage deposit at the Machu Picchu Station: From 08:00 hrs. to 22:00 hrs.
If you leave an item on board, it will be secured by station staff and transferred to the security office at Wanchaq Station (Cusco).
If the item includes contact information, our passenger service team will attempt to reach you to arrange identification and collection.
Lost items are stored for up to three (3) months. After this period, they will be handled by the Heritage Security Office, and PeruRail will not be held responsible.
About the Food on the Trains
Yes, we offer vegetarian and vegan meals on board PeruRail Titicaca. Should passengers require kosher options, these are not currently available on any train service at this time.
No, the PeruRail Vistadome and PeruRail Expedition train services do not offer vegetarian snacks.
Yes, only on the PeruRail Titicaca service. If you have a dietary restriction or allergy, you can inform PeruRail’s staff ahead of time by sending an email to reservas@perurail.com for those taking the PeruRail Titicaca train.
About Service Variations or Seasons
The Regular Service is the transport service provided by PeruRail on the Cusco – Machu Picchu – Cusco route solely by between May and December. As a general rule, the following standards apply, although details may vary depending on the time of year that you are travelling, for example between January and April the train services may vary during the rainy season in Cusco, when part of the railway is closed for safety reasons to avoid possible contingencies as a result of landslides and PeruRail runs the Bimodal Service (Bus + Train).
PeruRail’s Bimodal service combines two consecutive modes of transport within the same journey.
The first part of the trip is by bus from Wanchaq Station, located approximately five minutes from central Cusco, to Pachar or Ollantaytambo Station, depending on the selected service. Passengers then transfer to a Vistadome Observatory, Vistadome or Expedition train to continue to Machu Picchu Station, located in Machu Picchu Pueblo.
On the return journey, the route operates in reverse. Passengers first travel by train from Machu Picchu Pueblo to Pachar or Ollantaytambo. After transferring, the journey continues by bus to Wanchaq Station in Cusco.
About the Hiram Bingham, A Belmond Train, Service
We recommend reviewing the Service Details for the Hiram Bingham, A Belmond Train, available here to learn more about what is included and what is not included, depending on the trip type. As a general rule, the following standards apply, although details may vary depending on the time of year that you are travelling (Regular Service [Train Only] or Bimodal Service [Bus + Train]):
If you purchase a round trip journey on the Hiram Bingham, A Belmond Train, the service includes:
- Welcome show aboard with typical dances of the region.
- A Bar Car with the best peruvian cocktails.
- Gourmet lunch on board.
- An Observation Car to enjoy the scenery of the route.
- Live music show.
- Upbound bus to the Machu Picchu Citadel.
- Entrance ticket to the Machu Picchu Citadel.
- A tour guide in Spanish and/or English for a group up of 14 people.
- Tea time at the Belmond Sanctuary Lodge Hotel.
- Return bus to Machu Picchu Town.
- VIP Lounge at Machu Picchu Station.
- Gourmet dinner on board.
If you only purchase a ticket for the Cusco – Machu Picchu leg (outbound ticket) the service includes:
- Welcome show aboard with typical dances of the region.
- A Bar Car with the best peruvian cocktails.
- Gourmet lunch on board.
- An Observation Car to enjoy the scenery of the route.
- Live music show.
- VIP Lounge at Machu Picchu Station.
- Upbound bus to the Machu Picchu Citadel.
- Entrance ticket to the Machu Picchu Citadel.
- A tour guide in Spanish and/or English for a group up of 14 people.
- Tea time at the Belmond Sanctuary Lodge Hotel.
If you only purchase the ticket for the Machu Picchu – Cusco leg (return ticket) the service includes:
- Tea time at the Belmond Sanctuary Lodge Hotel.
- Return bus to Machu Picchu Town.
- VIP Lounge at Machu Picchu Station.
- Gourmet dinner on board.
- Live music show.
- A Bar Car with the best peruvian cocktails.
We recommend reviewing the Service Details for the Hiram Bingham, A Belmond Train, available here to learn more about what is included and what is not included, depending on the trip type. As a general rule, the following standards apply, although details may vary depending on the time of year that you are travelling (Regular Service [Train Only] or Bimodal Service [Bus + Train]):
If you purchase a round trip journey on the Hiram Bingham, A Belmond Train, the service includes:
- Welcome show aboard with typical dances of the region.
- A Bar Car with the best peruvian cocktails.
- Gourmet lunch on board.
- An Observation Car to enjoy the scenery of the route.
- Live music show.
- Upbound bus to the Machu Picchu Citadel.
- Entrance ticket to the Machu Picchu Citadel.
- A tour guide in Spanish and/or English for a group up of 14 people.
- Tea time at the Belmond Sanctuary Lodge Hotel.
- Return bus to Machu Picchu Town.
- VIP Lounge at Machu Picchu Station.
- Gourmet dinner on board.
If you only purchase a ticket for the Cusco – Machu Picchu leg (outbound ticket) the service includes:
- Welcome show aboard with typical dances of the region.
- A Bar Car with the best peruvian cocktails.
- Gourmet lunch on board.
- An Observation Car to enjoy the scenery of the route.
- Live music show.
- VIP Lounge at Machu Picchu Station.
- Upbound bus to the Machu Picchu Citadel.
- Entrance ticket to the Machu Picchu Citadel.
- A tour guide in Spanish and/or English for a group up of 14 people.
- Tea time at the Belmond Sanctuary Lodge Hotel.
If you only purchase the ticket for the Machu Picchu – Cusco leg (return ticket) the service includes:
- Tea time at the Belmond Sanctuary Lodge Hotel.
- Return bus to Machu Picchu Town.
- VIP Lounge at Machu Picchu Station.
- Gourmet dinner on board.
- Live music show.
- A Bar Car with the best peruvian cocktails.
No, the Hiram Bingham, A Belmond Train, service is only available from the Poroy Station (Cusco) or the Ollantaytambo Station during Regular Service (Train Only) from April to December. From January to April: our Hiram Bingham, A Belmond Train, Train will be the only train during this season operating under a bimodal service: bus + train. The journey will begin boarding a private bus departing from Poroy Station (located 20 minutes by highway from Cusco Center), heading towards our Belmond Hotel Rio Sagrado property. From this point, a transfer from the private bus to the train will be done towards Machu Picchu Station. Please bear in mind the transportation from Cusco Center to Poroy Station is not included in the ticket fare. The return journey from Machu Picchu Station to Cusco will keep the same bimodal service (train + bus) and includes the transfer to our passenger’s own accomodations/hotels, as long as they are located within Cusco City.
We recommend reviewing the Service Details for the Hiram Bingham, A Belmond Train, available here to learn more about what is included and what is not included, depending on the trip type.
No, there is no dress code for passengers of the Hiram Bingham, A Belmond Train.
About the Andean Explorer, A Belmond Train, Service
The Andean Explorer, A Belmond Train, train travels along one of the highest train routes in the world, crossing through breathtaking cities on its way from Cusco to Lake Titicaca (Puno) and Arequipa, and exploring natural wonders and ancient kingdoms on one and two-night trips. You can choose from these four possible routes:
Peruvian Highlands
(Cusco – Lake Titicaca – Arequipa City) 2 nights / 3 days:
With a morning departure from Cusco, the capital of the ancient Inca Empire, you will cross the Altiplano towards Puno, and discover the spectacular beauty of Lake Titicaca. Next visit the Sumbay Caves, home to the rock art of the first humans that lived in the Peruvian highlands, before reaching the volcanic “White City” of Arequipa
Andean Plains and Islands of Discovery
(Arequipa – Lake Titicaca – Cusco) 2 nights / 2 days:
With an evening departure from the Baroque city of Arequipa, you will head towards Lake Titicaca, the highest navigable lake in the world. Later on you will cross through deep valleys and high mountains, where camelids graze in the wide open plains of the Peruvian Altiplano.
Spirit of the Water
(Cusco to Puno) 1 night / 1 day:
With a morning departure from Cusco aboard the elegant cars of Belmond Andean Explorer, you will travel across the giant peaks and wide open spaces of the highest plains of the Andes, finally reaching Lake Titicaca, birthplace of the Incas.
Spirit of the Andes
(Puno to Cusco) 1 night / 1 day:
Travel from Puno to Cusco along one of the most beautiful train routes in the world, across the highest plains of the Andes.
To learn more about each of the journeys, click here.
About the Local Train
The Local Train is a social transport service rather than a tourist train. It is intended primarily for residents of communities located along the railway line between Cusco and Machu Picchu Pueblo, for whom the train is the main form of transport. Because of its social purpose, the Local Train operates with non-commercial fares and is reserved for passengers who can prove that they live in these communities by presenting a valid Peruvian national identity document, known as a DNI. Peruvian passengers may access selected low-demand services by presenting their DNI, subject to the applicable conditions and seat availability. International travellers are not permitted to use this service.
For further information about the Local Train, visit trenlocal.pe.
About New Safety and health Procedures - COVID-19
According to the new provisions established by the Peruvian government, it is no longer mandatory to show the vaccination card when boarding our trains. Also, the use of face masks is optional for both train and bimodal service.
About Distances and Stations in Cusco
The San Pedro Station is located 5 minutes from downtown Cusco.
Address: Calle Cascaparo S/N Cusco
Walking, by bus, taxi cab or private automobile.
The Poroy Station is located 20 minutes from downtown Cusco.
Address: Calle Roldan s/n, Distrito de Poroy, Cusco
By bus, taxi cab or private automobile.
Yes. Ollantaytambo is a historic town located in the Sacred Valley of the Incas, in the province of Urubamba. It is one of the most important stops for travellers exploring the region and is home to an impressive Inca fortress facing towards Cusco. The names Ollanta and Ollantaytambo are commonly used to refer to the same destination. PeruRail also operates from Ollantaytambo Station, a key boarding and connecting point on the train route to Machu Picchu.
Note: All times given are approximate. Subject to change.
Trip time by car to the stations:
- Downtown Cusco – San Pedro Station (Cusco): 5 minutes (car)
- Downtown Cusco – Poroy Station (Cusco): 20 minutes (car)
- Downtown Cusco – Wanchaq Station (Cusco): 5 minutes(car)
- Downtown Cusco – Ollantaytambo Station: 1 hour 30 minutes(car)
Trip time by train from the San Pedro Station (Cusco):
- San Pedro Station (Cusco) – Machu Picchu Station: 4 hours 30 minutes
Trip time by train from the Poroy Station (Cusco):
- Poroy Station (Cusco) – Urubamba Station: 1 hour 10 minutes
- Poroy Station (Cusco) – Ollantaytambo Station: 1 hour 40 minutes
- Poroy Station (Cusco) – Machu Picchu Station: 3 hours 30 minutes
Trip time by train to Machu Picchu Station:
- San Pedro Station (Cusco) – Machu Picchu Station: 4 hours 30 minutes
- Poroy Station (Cusco) – Machu Picchu Station: 3 hours 30 minutes
- Ollantaytambo Station – Machu Picchu Station: 1 hour 30 minutes
- Urubamba Station – Machu Picchu Station: 2 hours 30 minutes
Trip time by train to/from Puno Station/Wanchaq Station (Cusco):
- Wanchaq Station (Cusco) – Puno Station: 10 hours 30 minutes
- Puno Station – Wanchaq Station (Cusco): 10 hours 30 minutes
(*) For further information about Bimodal Service (Bus + Train), click here.
Yes. Make sure to reserve transportation ahead of time. If you are going to use a taxi, we recommend visiting the Iperú website to check the rates or the companies that provide this service.
Taximeters are not used in Peru, and fare prices do not depend on the number of passengers or the number of passengers or kilometers/meters traveled. Generally speaking, fares from the city of Cusco range from PEN 3 to PEN 10 (prices only for shared transportation; private taxis charge approximately PEN 100). For more information, we recommend asking for reference prices at the Iperú offices before negotiating with taxi drivers. For more details, click here.
We do not offer recommendations. However, we suggest checking the referential list of agencies offered on the Iperú website. For more details, click here.
About our points of sale and method of payment
You can find our different points of sale with their respective opening hours by clicking here.
- Website: You can purchase online with credit or debit card using Visa, MasterCard, Diners Club and American Express. Also bank transfers via Safetypay and Paypal payments are accepted.
- Stores & Ticket Offices: Train tickets can be purchased with Visa, Mastercard, Diners Club and American Express credit and/or debit cards; as well as with cash of up to USD 500 or S/ 2,000. For your convenience ATM machines are located at all our major train stations.
Traveller’s checks are not accepted.
Note:
You can purchase securely with credit or debit cards using Visa, MasterCard, Diners and American Express. Also, bank transfers via Safetypay and Paypal payments. You may contact our call center +511 -6254848 for assistance or by mail to reservas@perurail.com.
If you are a Travel Agent looking to book tickets for a client with PeruRail, please contact us directly in order to arrange the booking by email to reservas@perurail.com or via phone at: +511 -6254848.
About PeruRail Benefits
The PeruRail Benefits Programme offers exclusive discounts on hotels, restaurants, transfers, connectivity services, travel experiences and souvenirs to complement your journey through Cusco, Machu Picchu and southern Peru.
The programme is available to passengers who purchase their train tickets directly through perurail.com or at official PeruRail points of sale. Discover all PeruRail Benefits
Are you having trouble buying your tickets?
If you had some trouble accessing our website or making a reservation for our trains, please review the following information to find a solution to your problem.
- Page loading delays
- Blank web page at step 2
- I am unable to enter the information for my travel partners
- Overlapped text
- Modify discount coupon search
- I can’t pay
- I was charged but my ticket was not generated
- Ticket changes
- Lost ticket
- Tickets refund
Page loading delays
If the page takes more than a few seconds to load when you try to make your purchase, you might have to retry your
booking, please do the following:
- Close the web page
- Reload the page by clicking here
- Retry your booking.
Blank web page at step 2
If the train results page finished loading and does not reflect any information to continue with your reservation,
it means there might have occurred a problem with loading times, in that case, please do the following:
- Close the web page
- Reload the page by clicking here
- Retry your booking.
I am unable to enter the information for my travel partners
If you are traveling with more companions and you want to register them in Step 3 “Passengers”, but you can’t
because there aren’t any additional passenger fields, please do the following:
- Check that you have entered the correct number of travelers at the beginning of your search.
- If you did enter the correct number of passengers and you don’t see additional passenger fields, please try to find the “+” button below passenger 1, and the fields will be displayed for you to complete.
- Now, enter the information for your companions.
Overlapped text
Some customers have reported problems while viewing the schedules in step 2 “Trains” when using an iPhone, iPad or Mac device linked to the iOS operating system (overlapped or distorted text). For a quick solution, we suggest that you try to do the booking process on a computer with Windows operating system and Chrome browser, or from an Android mobile device.Modify discount coupon search
Issue:If in step 2, in the ‘Modify search’ section you check the box ‘Do you have a discount coupon?’ to enter your discount code, the first search will work correctly. However, if you try to modify your search again and uncheck the box, the system may still ask for a discount code, preventing you from continuing.
Solution:
We recommend you close the window and restart the booking process. Make sure you do not check the ‘Do you have a discount coupon?’ box if you do not have a valid code.
Desktop version
Mobile version
I can’t pay
If you are having difficulties finding a payment option or knowing the correct order of buttons to process your
transaction, please follow these steps:
- Click on the grayed out logo for your preferred payment method (Visa, Mastercard, Paypal, Diners, Amex or SafetyPay).
- Then, click on “Continue”.
- After a small loading period, you will see a box to fill out your payment details.
- After completing the information, click on “Pay” and you are done. (This step varies for Paypal and SafetyPay options).
- You will have 20 minutes to finalize your transaction.
- Check that your account has sufficient balance for the transaction and that this amount does not exceed your payment limit.
- Verify that your card is active for online payments.
- Make sure your card is activated for foreign payments.
- Payments are made in USD at the exchange rate established by your bank.
I was charged but my ticket was not generated
If you finalized your transaction and your payment method was charged but you did not receive your tickets, then please note the following:- With the email that was registered during your purchase, check your Inbox or Spam folder for an email from ventasonline2@perurail.com which should have your tickets attached.
- If you did not receive it, follow these steps:
-
- Click here for the “Download our tickets” section in our website.
- Enter your travel date
- Choose the search method you prefer: by name, reservation or ticket number.
- Select and download your train tickets.
- Ready, enjoy your journey
- Click here to enter the refund form
- In the reason for the request choose “I did not receive my tickets”
- Complete the fields
- Click in “Submit” and you’re done
Ticket changes
Yes, you can change your tickets by changing the date of travel up to 24 hours before the train departs. To do so, you will need to fill in this form by clicking here. After this period the modification does not proceed.Lost ticket
- In case you lose your ticket, PeruRail is not obliged to refund. However, PeruRail may issue a new ticket upon payment of a penalty.
- This procedure must be done at least one hour before the departure of the train otherwise you will be considered a no show.
- The regular procedure is to request the modification no later than 24 hours before the departure of the train.
Tickets refund
If you wish to request a refund of your train tickets, you may do so by clicking here. Please note the following:- You must request it within a maximum of 24 hours before the train departure.
- Only the holder of the ticket purchase will be able to request a refund.
- The refund will be processed through a credit note. Please note that there will be a 10% charge for administrative expenses.
- The cancellation request will not proceed if you did not fill out this form 24 hours before the train departure and/or you purchased your tickets at a promotional rate.
- If you purchased your tickets through a travel agency, this request must be processed through the agency.