PeruRail Opiniões 47

They charge me twice (duplicate) for the same trip. When I contact them, they say I just need to send an email. 30 days has passed since I send the email, and they have not responded or refunded the money. Stay away from this thief with horrible customer service.
Son unos ladrones. Me cobraron dos veces por el mismo viaje y no devuelven el dinero ni contestan los correos electrónicos sobre la devolución en mas de 30 dias.

We travelled to Machu Picchu, the journey was smooth and very easy

The webpage is absolutely catastrophic. We had to reload and type in the same information over and over again (at leats 6 times!) and ended up with the wrong ticket date anyways. The problem: to visit Macchu Picchu you buy a ticket for entry during a certain period of time (only 1 hour).

The guys at the ticket control were really sweet and tried to help, the lady at the ticket counter on the other hand was unfriendly and insulting. She basically just said that it is our on fault we bought the tickets online (how else if you live abroad!?) and that "we were not clever enough to double check the date" disregarding the fact, that the webpage was malfunctioning in the first place. The page loading delays are a recurring problem and described on their own webpage (https: //www. perurail. com/troubleshooting/). She didn't even try to offer an alternative solution and just said "you're not going to make it in time anyways, also won't get e ticket for your way back... Byeeee"

We then asked if we coud catch a later train and if she could call the office at macchu picchu to see if we could enter with a little delay but she refused to make that phone call saying that no one is going to pick up the phone there anyways.

I'm very proud to be peruvean and - fun fact - work as a customer success manager in Switzerland. As a professional I can say with absolute certainty, that this was one of the worst customer experiences I've had in my whole life. I was shocked that we were spoken to in this insulting tone and that my boyfriend had not only to go home not having seen Macchu Picchu but having experienced this very low standarf of peruvean customer service at Peru Rail.

All other tickets (the bus and the entry to Macchu Picchu) were fine by the way. The whole trip faild only because of Peru Rail - never again!! There are alternatives that can't be worse for sure: make sure to check out INCA RAIL before booking!

It has been intolerably frustrating dealing with this company. We purchased tickets through perurail.com over a week ago for which we were charged $183.00. As soon as the payment went through, we were redirected to the main screen. We never received an on-screen confirmation or a confirmation email, but we assumed we would eventually receive an email with the tickets. It has been over a week and still absolutely no indication that we purchased these tickets, even though my credit card still shows the $183.00 charge.

I contacted PeruRail and they kept terminating our chat session with them. They claim that they do not have a record of the charge and have been refusing to help us. I am a friendly and very reasonable person and I understand that mistakes happen, but it is never acceptable to charge almost 200 dollars and refuse to provide even basic customer service. I had to request a chargeback with my Chase card, which is extremely frustrating to have to do. I've heard that PeruRail is more comfortable than IncaRail, but it is obviously risky to try repurchasing tickets with PeruRail.

This situation might be uncommon or a total fluke, but it has been made very clear that if you happen to have any issues whatsoever, PeruRail's customer service is virtually nonexistent.

They are not ready for people with disabilities they don’t even care about them have pictures and video to prove but Perurail does not contact me!!

Extremely bad customer service !!!!
We got the train from Cusco to Machu Picchu in the vistadome and it was perfect.
But in the way back it was terrible.
We had a ticket to 18:20h and arrived at the station at 17:30h
The trains were late and the station was so crowded we could even walk.
I showed my ticket twice for the Peru rail employee and he just said my group was the last one so we have to wait. Then we wait and the train left without us, right in front of us!
When we spoke with them, they said they called our name and it is a lie! We were there waiting to pass.
They were so disorganized and super unhelpful to solve all the situation.
The guy told us we should buy another ticket. And we just refuse it! It was not our fault!
In the end they issue another ticket to 3 hours lates without the second part (bus from ollataytambo to Cusco) so we will need to pay that.
This is so revolting and unfair.
Just a tip for all travelers: be careful with this company because they sucks.
Super disorganized service and bad customer experience!
Very frustrating.

Hice compra por pagina web y no genero tickets, llevo solicitando devolución del dinero por mas de 15 días y no he recibido respuesta.

I took Perurail twice. The Titicaca service from Puno to Cusco first. AMAZING experience, good food, drinks and entertainment. The non included food and drinks were overpriced but the waiters were lovely. I wouldn't have expected less for a 10hrs long ride and that much expensive. I suggest this experience. What I DON'T suggest is the Peru Rail Explorer from Ollantaytambo to Macchu Picchu. We spent $89 each for a 2hrs ride in the cold and in the smog. I felt sick. The air conduits were open but instead of helping the air circulation, they were only bringing the smog and the cold inside. The smell was too strong and I had to apply a tissue with some perfume on my nose as I couldn't breathe. Then their music was extremely loud for an evening train and at some point I think that they realised it, as they toned it down. They should charge $10 for this service, not $89.

As the other said, it should be called perubus instead of perurail. But it gets worse than that! The buses are really really old and I'm not sure why (maybe they pay the drivers by the hour) but they drive really slow and take wrong turns. A drive that should have been 1.5 hours it has been 3 hours. With no traffic. This is unacceptable.

Worst experience ever. Overpriced!!!

Expensive, slow and old. We had an hour delay during the way, and no body said any explanation.

Left my little bag with passport cash credit card etc. They went out their way to return everything as was.5out 5.Kudos to the staff honesty.

Everything is perfect until you face with any kind of problem. During the trip men from Chinese group broke my AirPods and offered me 20 dollars as compensation what is weird itself. I asked the PeruRail representative helps me because I was alone and that Chinese group (15 persons approx) started to behave themselves inappropriately. After that I was pulled from one PeruRail employee to another and each of them promised to held but disappeared in the last moment. In the end they just told me that there is no there problem. The Chinese group just ran away, and nor PeruRail neither police didn’t stop them. I was shocked, really hard to imagine that it could happened with number 1 company. But be sure you are ok if everything is ok with you. But if something happens, you will stay alone. But what was worse- they started to check me if I have a ticket, from which country I am, like it was me whose fault it was. After 2 hours only one person from Perú rail gave me a piece of information. So I made the conclusion that you are “a client” only before you pay moment, after that you are nobody. I was really shocked and upset because of such attitude after the perfect day in Machu Picchu….

Summary: They take you to Machu Picchu mostly by bus! DO NOT PURCHASE!! BUY INCA RAIL to save yourself!!

Its difficult to summarize how many things went horrible with my PeruRail trip, but I will start with the worst and work down. To be noted: I paid around 600 dollars for the vistadome ride.

- Most imporant: They put you on a small gross bus and NOT ON A TRAIN for most of the trip. Only when you are an hour away, do you they put you on a train. Its thus a very very short train trip.
- The small bus ride is very bumpy. My wife got very ill. This was our one year wedding anniversary trip to Machu Picchu and this ruined our anniversary. We did not expect to ride on a bus. No one knew that this was happening - including every single other guest on the bus.
- The bus smelled very bad. I was also very disgusted.
- They charge you extra for luggage. At the station, right before the train left, the staff took away our bags without and forced us to pay another approx 150 dollars to simply bring our luggage. The staff did not tell us that they were going to charge us this at the bus station and its only in the small print. Again, this is after paying over 500 dollars.
- I have requested a refund, but the customer service is horrible and refuses to answer.
- During the trip back, they put on a "fashion show" for clothing, so that you buy some of their clothing. This is simply to make more money - its a money grab, that takes away from the experience of being able to look at the surroundings. The show goes on for 20 minutes and ruins the ride back. The company really does not care about your own experience, but just wants to drain as much money out of you.
- Small point, but they charge you for every single thing, even after spending 600 dollars. Don't expect to receive even an instant coffee without paying more. It really is just a scam money grab.

Overall, this is the worst tourist experience I have ever had.

I purchased my round trip ticket almost 2 months in advance. On my way to Machu Picchu, I was sitting on the side that had no views only a wall of mountains. All the other people on the other side were recording the view so I asked the attendants why there's a difference in seating. I was told the other side sells out faster and she was very rude about it. After getting off the train, I went to the ticket office in Machu Picchu and asked if my seat was on the side facing the view. Again the lady was not kind and said she would check. She printed a new ticket and said I would have a better seat. The seat she gave me was in the back with the crew on the side facing the mountain again. My original seat was in the best location in the front train (A1). So basically gave my good seat to someone else. Horrible customer service and I will only travel Inca rails from now on.

Extremely bad customer service and incorrect information provided at the ticket office!!! Please be careful buying tickets as no one is interested to provide accurate information and to safe your money and valuable holiday time. Extremely disappointed!!! Also, please be aware seats are allocated automatically so not necesary you will enjoy the view you paid for (also, it's a big chance the windows will be dusty so no proper view either, especially travelling with a late train). Note: there are few train companies - please check ALL INFO by YOURSELF to avoid huge disappointment, money & time waist

Be aware, PeruRail have cancelled most of the train route and are charging $178 for 2,5 hour bus journey followed by 1,5 hour train journey. We were not informed about it and were told that the train does not leave from Poroy, instead it leaves from Ollantaytambo which is a 2,5 hour mini bus journey from Poroy. It’s not what our tickets indicated.

Despite our multiple request for partial refund, they have offered $8 refund each way for the bus which is insulting. They say the change in service was communicated to us, however, the refund they are offering is nowhere near the satisfactory amount, which feels like an absolute rip-off.

It was a very disappointing experience. $178 spent on a mini bus journey followed by a short train trip.

Two stars for the beautiful views

We booked 3 tickets (+/-700 USD) for the Titicacatrain from Puno to Cusco with departure on 29 July 2023. The train was canceled by Perurail due to local protests and we were promised a full refund.
Meanwhile 3 months have passed and we haven´t been refunded
one cent!
We booked the tickets in November 2022 with a prepaid credit card. Unfortuneatly the card that was used for the booking had expired by July 2023 and Perurail won´t accept our new card number for the refund! We have sent many emails and a formal document from our bank confirming the cancellation of the expired card and the cardholder information.
Still Perurail refuses to refund!
Make sure upon booking that your credit card doesn´t expire before you travel with Perurail! If you need to cancel or if Perurail cancels (as in our case), then you have a problem!
To be continued...

Absolutely a scam. Do not use this company. Scammed out if hundreds of dollars. Vistadome tickets turn into bimodal tickets and you get no compensation. The man at theSan Pedro ticket counter when I asked about the price difference he told me to my face that the prices are the same… which is a complete lie, when I showed him on their own web site that he is lying to me his response was that I was rude. This man is just a lying cheating piece of ……..Beware of this lying cheating man……