Hello dear Priya,
Thank you for your comment and time to write about your Machu Picchu day trip experience!
Unfortunately, you gave us the bad news from Machu Picchu town! You lost the train from Aguas Calientes to Ollantaytambo town. According to your tour guide Mauro, you got late to the train station because it was your fault. Therefore, you had to buy new tickets at the last minute in Aguas Calientes town personally.
As you know, the group had 12 participants and you were the only participants who did not get on the train. On the other hand, we provided you with a clear itinerary and map via WhatsApp where you had to be 30 minutes in advance at the train station.
We tried to do our best to help you. However, the last-minute train tickets are sold directly to the travelers. Therefore, when the clients lose the train tickets, the company gives back the money according to the situation. In this case, you made the mistake of not going on time to the train station and there was no reason to request a refund from the company.
We are really sorry about the case! Finally, your tour guide Mauro assisted you with the train tickets.
Warm regards,
Happy Gringo Team!