FAQ

Tickets and Reservations

You can purchase your train tickets at the following points of sale:

Inca Rail website www.incarail.com
Via our WhatsApp Business channel
Plaza de Armas Ticket Office: Portal de Panes 105 Plaza de Armas
Av. El Sol Ticket Office: Avenida El Sol 843 - Cusco (located on block 6 of Av. El Sol)
Ollantaytambo station ticket office
Machu Picchu station ticket office
By calling our telephone center: +5184-58-1860

To know the business hours, please visit the following link: https://incarail.com/es/contacto

Once the purchase is complete, you will receive a "Purchase Voucher" which will be sent to your email account as confirmation of the transaction made. With this printed voucher, you must pick up your train tickets at any of the Inca Rail sales points from 10 days before the travel date until 30 minutes before the train's departure. On the voucher, you can check the details of the tickets purchased, the purchase amount, and the reservation code.

To pick up the tickets, you must present the credit card with which you made the purchase.

Your boarding passes are in the purchase confirmation email. You can also request them again via email at consultas@incarail.com or pick them up at our ticket offices in the city of Cusco.

You can request changes to our Light fares up to 24 hours before the departure date; and for our Plus, Flex Plus, and All-Inclusive fares, up to 15 days before the departure date. The request will be subject to fare differences and the specifics of each train service.

If Light fare tickets were purchased via the web or at our ticket offices, you can request a refund up to 24 hours before the departure date and time; for Plus, Flex Plus, and All-Inclusive fares, up to 15 days before the departure date, subject to the specifics of each purchase. Penalties may apply. No refunds are available for promotional fares.

We recommend buying travel tickets as far in advance as possible, especially during high-demand months. If available, you can buy the train ticket on the same day of the trip at our ticket offices, and through our website up to one day before the travel date. Ideally, however, you should make the purchase at least 30 days before your trip, as it's likely that the closer the date, the fewer seats or schedules you'll find.

If Light fare tickets were purchased via the web or at our ticket offices, you can request a change up to 24 hours before the departure date and time; for Plus, Flex Plus, and All-Inclusive fares, up to 15 days before the departure date, subject to the specifics of each purchase. Penalties may apply. Changes are not allowed for promotional fares.

This varies depending on the service you purchased from us. We offer 4 services: The Voyager, The 360, The Premium & Lounge, and The First Class. On the following link, you can find the differences between each of these services: https://incarail.com/es/compare-servicios-de-trenes

Once the refund is confirmed, it will depend on your bank; it might be reflected in your account in approximately 15 days.

Unfortunately, once the train has departed, we cannot make changes or provide refunds. However, we can offer you alternative departures at a special fare.

Our Trains

Seat allocation is done automatically upon making the purchase.

You can contact us at our Contact Center, by our online chat or approach our ticket offices so that we can inform you about the assigned seats, and if we have availability, we can make the necessary modifications so that the group sits together.

Our services start at 5 different points:

Av. El Sol: from where our Bimodal service starts
Ollantaytambo: Located approximately 2 hours from Cusco City. The address is Av. Ferrocarril S/N
Machu Picchu: Located in Aguas Calientes, in Machu Picchu town. The address is Train Station S/N Km 111

The food varies according to the train service hired:

The First Class: includes a gourmet menu consisting of a 3-course lunch or dinner, as well as complimentary beverages
The 360: include one snack as well as a hot or cold drink.

In case of having any dietary restriction (for example, lactose intolerant, celiac, vegan, etc.) they must inform more than 3 days before the trip through the following link: https://incarail.com/contact-us

Train Stations

Our trains depart from 2 stations:

Ollantaytambo: Located approximately 2 hours from Cusco City. The address is Av. Ferrocarril S/N
Machu Picchu: Located in Aguas Calientes, in Machu Picchu town. The address is Train Station S/N Km 111

This service consists of taking an exclusive Inca Rail bus, just a few blocks from the Plaza de Armas of Cusco (main square), at our offices on Av. El Sol 843, where you should arrive 30 minutes before the departure time.

The bus will depart from this point to the private parking lot of Inca Rail in the city of Ollantaytambo, where our main train station is located. This trip takes approximately 2 hours. Once in Ollantaytambo, our staff will guide you to the train station (100 meters away) to board the train bound for Machu Picchu Pueblo (Aguas Calientes). This journey lasts approximately 1 hour and 40 minutes.

For the return, the train will depart from Machu Picchu Pueblo (Aguas Calientes) to Ollantaytambo train station. Once at the station, the onboard service staff will guide you to the private parking lot of Inca Rail, where the bus will depart for the city of Cusco, arriving at Av. El Sol 843.

The train ride to Machu Picchu Pueblo (Aguas Calientes), varies according to the departure station:

From Ollantaytambo to Machu Picchu the journey is approximately 1 hour 40 minutes.

Ollantaytambo – Machu Picchu: 43.4 kilometers

We have a private parking lot for our passengers located next to our Ollantaytambo ticket office.

You can leave your car at no additional cost. Please take the necessary precautions and keep your valuables safe, as the company will not be responsible for them.

Please make sure to provide the following information about your vehicle at our Ollantaytambo ticket office so it can be forwarded to the responsible department:

License plate, model, and color of the car
Purchase voucher

You can use our Storage at: Cusco:

Av. El Sol 843 – Inca Rail Office (Location: https://maps.app.goo.gl/bvymboQvWzzDMqQC9)
Ollantaytambo: Calle Ferrocarril s/n, 30 meters from the Ollantaytambo train station.

We offer luggage storage, indoor/outdoor security cameras, and the service is free of charge; you just need to show your purchase ticket.

Ollantaytambo is located at the Sacred Valley. Ollantaytambo is also known as Ollanta.

Ollantaytambo Station: This station is located approximately 1 hour and 50 minutes from the city of Cusco, so we recommend taking a bus or a taxi. It's ideal if you can book transportation in advance or hire the bimodal service with Inca Rail.

Our train services operate all year round; however, the departure stations may vary according to the season.

The Ollantaytambo and Aguas Calientes stations are open all year.

Luggage

The travel ticket grants the passenger the right to carry only a piece of hand luggage (backpack, purse or briefcase) with a weight not exceeding 8 kg./17lb. and with a maximum measure of 46 linear inches / 118 linear cm (height + length + width).

We have a luggage storage in our Ollantaytambo station. You can learn more about this service and the conditions in the following link: https://incarail.com/luggage-policies

Unfortunately, due to the capacity of the bimodal buses and train cars, we cannot allow luggage that exceeds the permitted dimensions. However, we have luggage storage facilities at our Cusco and Ollantaytambo ticket offices where you can store your luggage.

Arrivals and access to the citadel of Machu Picchu

To reach the Machu Picchu citadel, you must first arrive at Machu Picchu Pueblo (Aguas Calientes) on our trains.

Then, you will need to take a bus from the company Consettur, which will take you from Machu Picchu Pueblo to the citadel; this journey takes approximately 30 minutes.

You can also walk up, which will take approximately 2 and a half hours.

This varies depending on the service purchased with Inca Rail. Only the purchase of our 'All-Inclusive' service or tours and/or packages that include Machu Picchu include the entrance to the citadel.

If you wish to acquire this service, you can do so via our WhatsApp Business at the following link: https://api.whatsapp.com/send?phone=947280941

All The First Class tickets include a bus ticket to Machu Picchu Citadel.

For other services, you can purchase tickets by contacting the company Consettur. Mail: info@consettur.com Telephone +51 (84) 222125, website: www.consettur.com. The journey is 30 minutes.

The bus ride from Machu Picchu Pueblo (Aguas Calientes) to the citadel takes approximately 30 minutes. You can also walk, which takes about 2 and a half hours.

All trains arrive at Machu Picchu Pueblo (Aguas Calientes); however, to reach the citadel, you will need to take a bus from the company Consettur.

If you wish to acquire this service, you can do so via our WhatsApp Business at the following link: https://api.whatsapp.com/send?phone=947280941

The famous Machu Picchu citadel is located in the district of Machu Picchu. All train services arrive at Machu Picchu Pueblo; however, to reach the citadel, you will need to take an additional bus. For more information, you can contact us at conactcenter@incarail.com.

Visiting the Machu Picchu citadel will take approximately 2 hours and thirty minutes, and if your visit includes any additional hike (Waynapicchu, Machu Picchu Mountain, others), it will take around 4 hours and 30 minutes. Considering these times plus transportation, you should plan for a total of at least 5 to 6 hours.

Bimodal service

For the return, the train will depart from Machu Picchu Pueblo (Aguas Calientes) to the Ollantaytambo train station. Once at the station, the onboard service staff will guide you to the private parking lot of Inca Rail, where the bus will depart for the city of Cusco, arriving at Av. El Sol 843.

The waiting time between arriving in Ollantaytambo and embarking the train is a maximum of 30 minutes, so you will not have enough time to get to know the surroundings.

Travel with children and infants

Infants do not need to pay for a ticket; however, they must be registered on our passenger list to board the train. To register, you must send a photo of the child’s identification document to contactcenter@incarail.com at least 1 day before the travel date, including the purchase number. Infants are those aged 0 to 35 months who do not occupy a seat. Only one infant per adult is allowed. If you are traveling alone with two infants, you must purchase a ticket for one of them and request the registration of the second. In the case of children (from 36 months up to 11 years and 11 months), they have their own fare.

Special services

It is allowed. Preferably they should be folding chairs and it is necessary to have the dimensions of the chair.

Travelers who need to transport their pet for some special condition must have the following considerations:

Carry the vaccination card and/or certificate of entry into the country.
Medical certificate indicating that it is a pet for emotional support and/or guide.

In the event that passengers wish to transport a pet, they must meet the same requirements except for the medical certificate. In both cases, the request must be 24 hours before the travel date. During the whole trip, the pet must go with a leash and, in case of dogs, with a muzzle.

Transportation will be limited to small pets (dogs, cats, and non-poultry).
Maximum weight 10 kilos and will travel in a closed container whose dimensions do not exceed 60 * 35 * 35 cm.
A single animal is allowed per traveler
Cost: child rate according to the service and payment must be made not less than 24 hours from the date of travel. (subject to space availability)
Pets that show some kind of aggressiveness to passengers during the boarding process will not be allowed on board, the owner will be responsible for any damage or harm that may be caused by his pet to the train or third parties.

In case of having any food restriction (for example lactose intolerant, celiac, vegan, etc.), you must inform with anticipation greater than 1 day before the trip through the following link: https://incarail.com/contact-us