Exchanges and Returns

Request a change or cancellation of your tickets. Enter your Issuance number (NE) and purchase email; we will review your request and reply by email.

All changes or cancellations are subject to validation, availability, and the commercial conditions in effect at the time of the request.

Prefer in-person assistance?

Visit one of our ticket offices with your Issuance number (NE) and identity document:

Plaza de Armas Ticket Office

Plaza de Armas, Portal de Panes 105, Cusco

Av. El Sol Ticket Office

Av. El Sol N.° 843, Cusco

Ollantaytambo Ticket Office

Av. Ferrocarril SN, Ollantaytambo

Aguas Calientes Ticket Office

Railway Station S/N, Aguas Calientes

Terms and Conditions

Train ticket changes

For train ticket changes, the request must be made at least 24 hours before the scheduled travel date and time.

For train ticket changes that include additional services, changes to those additional services must be made at least 72 hours before the scheduled travel date and time.

Machu Picchu entrance tickets issued by the Ministry of Culture do not allow changes or refunds.

Ticket rescheduling is subject to availability and must maintain a fare equivalent to the original purchase. If the new selected train, frequency, or service has a higher fare, the passenger must pay the corresponding difference.

If the change applies to a service with a lower fare than the one originally paid, no refund of the difference will be issued.

For round-trip purchases, once the outbound segment has been used, changes or cancellations for the return segment will not be accepted.

Cancellations

For train and bimodal services, cancellation requests must be made at least 24 hours before the scheduled travel date and time.

For tours, tourist packages, or additional services, the specific terms and conditions of each service will apply.