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Frequently Asked Questions We have listed some of the most frequently asked questions concerning the Altamont Commuter Express. If you did not find your question here, please complete the convenient contact form to the right. Questions about Destinations Questions about Ticketing
Questions about Connections & Carpooling
Questions about Onboard Amenities Questions about Scheduling
Questions about SJRRC/ACE Administration & Headquarters
Does ACE travel to Sacramento? At the present time ACE does not travel to Sacramento. However, studies are currently in place to look at rolling through to the Sacramento area in the future. Check this website often for updates. At the present time ACE does not go to Turlock. As you can see by the above question, ACE is looking into the possibility of traveling to new areas in the future.
Since the Altamont Commuter Express is a barrier-free system, riders must validate their tickets before boarding. There are two ways of doing this, depending on the type of ticket you're using: if you're using a one-way, round-trip or twenty trip ticket, you MUST validate the ticket in a Ticket Validation Machine (TVM) before boarding. These machines are easy to use and are available at each boarding platform. If you're using a monthly pass, the procedure is even easier: simply sign the back, and you're set for the month! After boarding the train, be sure to display your valid ticket in a plastic sleeve (ACE provides these to passengers). Train attendants and fare enforcement officers check the tickets for validation as they greet the passengers between stations. How do I purchase a ticket for the midday train at the Great America station? Tickets to the midday train ACE #02, specifically for those getting on the train at the Great America station, can be purchased onboard the train. Tickets for the midday train ACE #02 may also be purchased on board at the San Jose, Pleasanton, Vasco Road, Tracy, and Lathrop stations. Do I have to use a roundtrip ticket the same day that I purchase it? Instant tickets purchased online must be used within a 24-hour period of time. Tickets purchased in person can be used anytime yet must be used at the time of validation.
Where exactly can I purchase a ticket from at the San Jose Diridon station? At the San Jose Diridon station, tickets can be purchased from the ACE employee directly outside the main lobby next to the Caltrain validators. Is Amtrak going to sell tickets to the ACE #07 train? As of August 28th, you can purchase ACE tickets through Amtrak if you are connecting from an Amtrak train to ACE service. Are seats reserved or guaranteed on the ACE train? ACE seats are available on a first-come, first-serve basis. Although we cannot guarantee you will have a seat or will not be standing for your entire trip, we will be monitoring ticket sales to ensure you have the most comfortable and safe commute possible on our train. A fare-paying adult must accompany and supervise children under the age of 12 years. Children between the ages of 6 and 12 receive a 50% discount with proof of age. A child under the age of 6 may ride free with a fare-paying adult. Please, only one free-fare child per fare-paying adult.
QUESTIONS ABOUT CONNECTIONS & CARPOOLING How do I get to the San Jose Airport from the San Jose Diridon train station? VTA provides a shuttle service known as the DASH. Please refer to their website for additional information (www.vta.org). What are the connecting transit agencies for the midday trains? Each station is served by various city bus and shuttle services; refer to the Stations tab above for additional information on individual stations. For example, WHEELS #54 in Pleasanton serves the midday trains. How do I get to work once I reach the ACE station destination? ACE has entered into agreements with shuttle vendors to provide free transfers to ACE passengers. For a list of connecting transit options, please view each individual station’s page.
QUESTIONS ABOUT ONBOARD AMENITIES Can I bring my bicycle on-board? Yes, and you may leave it in one of the bicycle lockers provided at each of the platforms. Please check the "Train Status" page to view the number of bicycle spaces that are available on each train. These spaces are available on a first come, first serve basis.
What do I do if my child becomes ill at school and I have to pick him/her up? How do I get home? For rare and unexpected emergencies, ACE has developed an Emergency Ride Home Program. Please view the “Emergency Ride Program” page for detailed information. Will I be compensated if the train is delayed? ACE recognizes the importance of your schedule. However, as with other modes of transportation, delays will occur due to weather, vandalism, construction, or accidents. ACE cannot assume responsibility for inconvenience, expense or damage resulting from unscheduled delayed trains, failure to make connections, or shortage of equipment. The schedule is subject to change without notice. ACE may also, without notice, substitute alternate carrier or means of transportation. Is there train service on the weekend? From its inception, ACE has been considered primarily a commuter rail service. Therefore, the ACE trains run solely on weekdays. As the need for weekend train service arises, ACE administration will look into other possibilities.
QUESTIONS ABOUT SJRRC/ACE ADMINISTRATION & HEADQUARTERS The San Joaquin Regional Rail Commission (SJRRC) is the governing body of the Altamont Commuter Express. You can find the contact information for the SJRRC management team on the “ACE Staff” page. Does ACE own the tracks that the train runs on? At the present time, the Altamont Commuter Express "rents" track from other freight rail agencies. Citations are given for violations of the Penal Code 640(b).(1), 640(b)(2), and 640(b)(11a), including Fare Evasion and Quality of Life issues. Fare Evasion is not having a properly validated ticket or pass while riding the train. Quality of Life issues include loud sound equipment, smoking on trains or platforms, spitting, littering, and boisterous and unruly conduct. Violent behavior or fraudulent use of fare media is a felony, and will be treated as a criminal case. ACE will prosecute violators to the full extent of the law. A fare violation has a maximum penalty of $240.
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