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Cancellations & Modifications
How to amend or cancel a booking, or if you lost a ticket
• In the case of a lost ticket, PeruRail is not obliged to reimburse the value of the ticket. However, PeruRail will be able to issue a new ticket at the corresponding fee. This must be done at least one hour before the departure of the train; otherwise it is considered a no show.
• In case you want to amend your ticket purchased online, please email reservas@perurail.com and contact a PeruRail agent. Make sure you send a scanned copy of your online receipt.
• If you would like to cancel a ticket purchased directly in Peru. You can either visit our ticket office in Puno station or Cusco Wanchaq station on Monday to Friday between 7.00 and 17.00. Please bring a valid ID with you and the ticket receipt. This must be done minimum 24 hours prior to departure. • If you would like to reschedule your journey whilst in Peru, please contact a PeruRail agent at any ticketing office (see below) during office working hours at least 24 hours before your travel date to unblock the assigned train seat in order to reschedule the trip. There is an administration fee for this procedure.
PeruRail’s ticketing offices.
Station | Address | Opening Hours | | Monday- Friday | Saturday, Sunday & Bank Holidays | | Wanchaq, Cusco (Oficina principal de ventas) | Av. Pachacuteq s/n, Distrito de Wanchaq. | 07:00hs a 17:00hs | 07:00hs a 12:00hs | | San Pedro, Cusco | Calle Ccascaparo s/n, Cusco | 05:00hs a 12:00hs | 05:00hs a 09:00hs | | Ollantaytambo, Valle Sagrado | Ollantaytambo s/n | 05:00hs a 21:00hs | 05:00hs a 21:00hs
Excepto feriados | | Machu, Machu Picchu Pueblo | Aguas Calientes s/n | 05:00hs a 21:30hs | 05:00hs a 21:30hs
Excepto feriados | | Puno | Av. La Torre 224, Puno | 07:00hs a 17:00hs | 07:00hs a 12:00hs |
• Requirements for cancellations, rescheduling or refunds will be subject to an administration fee of 10 % of the original ticket rate.
• If a bank transfer is required to reimburse you, the fee of the transfer will be an additional amount deducted from the original amount paid.
• Changing your date or boarding you on a different schedule is subject to availability.
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