FAQ
Tickets and Reservations
You can purchase your train tickets at the following points of sale:
Inca Rail website www.incarail.com
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.
You can request changes for the Essential for Plus and Transfer for Light experience up to 24 hours before the travel date, and it will be subject to the fare difference. For the Transfer and All-Inclusive experiences, changes can be made up to 15 days before the travel date, subject to the specifics of each experience.
If the Essential experience tickets were purchased online or at our ticket offices, you can request a refund up to 24 hours before the travel date and time. For the Transfer and All-Inclusive experiences, you can request a refund up to 15 days before the travel date, subject to the specifics of each experience. Penalties may apply. Refunds do not apply to certain promotional rates.
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.
Any ticket modification must be made within 10 days prior to the travel date or up to 24 hours before the train's departure. If your travel date is earlier than indicated, we recommend requesting a refund and making a new purchase through our website. Penalties or fare differences may apply when making changes.
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 refunds. However, we can look into other departure alternatives and offer you 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 trains 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
The Voyager: include one snack as well as a hot or cold drink, not include food on board
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 a bus, exclusive to Inca Rail, just a few blocks from the Plaza de Armas of Cusco (main square) on Av. El Sol 843, where you must 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 to Machu Picchu Pueblo (Aguas Calientes). This trip takes approximately 1 hour and 40 minutes. For the return, the train will leave from Machu Picchu Pueblo (Aguas Calientes), towards the Ollantaytambo train station. Once at the station, the on-board service personnel will guide you to the private parking lot of Inca Rail, from which the bus will leave to Cusco City and will arrive 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 cost. Remember to take precautions and have your valuables safeguarded since the company will not be responsible for them.
Please, it is important that you provide us with the following automobile information to be forwarded to our department in charge:
License plate, model, and color of the car
Train ticket purchase voucher
We have 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
Ollantaytambo is located at the Sacred Valley. Ollantaytambo is also known as Ollanta.
Ollantaytambo Station: This station is approximately 1 hour and 50 minutes from Cusco city, so we recommend you take a bus or a taxi. Ideal if you can book the transportation in advance.
Our train services operate all year round, however, the departure stations vary according to the season.
The Ollantaytambo and the 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 our wagons capacity, we can not allow luggage that exceeds the allowed measures. However, we have luggage storage in our Ollantaytambo ticket office where you can store your luggage.
Arrivals and access to the citadel of Machu Picchu
To get to the Machu Picchu citadel, you must first reach Machu Picchu Pueblo (Aguas Calientes) by train.
Then you must take a bus from the company Consettur that 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 1 hour and a half.
Our train tickets usually do not include admission to the citadel.
To purchase tickets to Machu Picchu, we recommend visiting www.machupicchu.gob.pe.
They also have a Call Center +51 (84) 582030 and email: callcenter@culturacusco.gob.pe.
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 journey by bus from Machu Picchu town (Aguas Calientes) to the citadel is approximately 30 minutes. You can also walk the journey that takes about 1 hour and a half.
All trains arrive at Machu Picchu Pueblo (Aguas Calientes), however, to get to the citadel you must take Consettur bus.
To purchase bus tickets from Machu Picchu Pueblo to the Citadel, you can contact the company Consettur. Mail: info@consettur.com Telephone +51 (84) 222125, website: www.consettur.com. The journey is 30 minutes.
The famous Machu Picchu citadel is in the district of Machu Picchu. All train services arrive at Machu Picchu Pueblo, however, to reach the citadel you must take a bus that you can buy by contacting the company Consettur. Mail: info@consettur.com Telephone +51 (84) 222125, website: www.consettur.com. The journey is 30 minutes.
Visiting Machu Picchu citadel will take approximately 4 hours. If on the same day you will visit Machu Picchu and Huayna Picchu, the tour will take approximately 6 hours.
Bimodal service
Our bimodal service is a system that combines a section by bus/van and another by train.
The service starts at our ticket office located at Av. El Sol 843, where passengers must show up 30 minutes before the departure time.
There they will board a bus/van which will take them to Inca Rail's private parking located 100 meters from the Ollantaytambo station, where our staff will accompany them to the station where they will board the train that will take them to the Machu Picchu Pueblo station (Aguas Calientes)
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 should not pay a ticket, however, they must register on our passenger list so they can board the train. For the registration, the adult in charge must take the minor's identity document to one of our ticket offices up to 1 day before the date of travel. Infants are considered those under 0 to 35 months who do not occupy a seat. Only 01 infants per adult are allowed. If you travel alone and have 02 infants you must buy a ticket for one of them and request the registration of the second. In the case of children (from 36 months to 12 years with 11 months), they have a special rate.
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.
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