Overview

The State and counties along the ACE service corridor have implemented restrictions on non-essential travel and implemented a social distancing protocol to prevent the potential spread of Coronavirus (COVID-19). ACE is monitoring Federal, State, and local updates related to COVID-19.

ACE’s top priority is the health and safety of onboard personnel and passengers. ACE continues to follow recommendations from the Centers for Disease Control and Prevention (CDC) and State and local public health orders when implementing preventative measures.

To read ACE’s Social Distancing Protocol, Click Here

HOW ACE IS KEEPING YOU SAFE ONBOARD


DISINFECTION
Trains are misted with medical grade disinfectant on all seats and surfaces. All hard surfaces are wiped down.

 

SIGNAGE
Social Distancing notices are posted on the train.

 

EMPLOYEE PROTECTION
Onboard personnel are wearing Cloth Face Coverings.

 

 

Service Reductions

ACE has suspended the following train numbers: 05, 07, 06, and 10. ACE is committed to continuing to operate with two roundtrips on their regular schedules unless otherwise advised. The current ACE operating schedule is as follows:

ACE Westbound Trains

Stations ACE 01 ACE 03
Stockton 4:20 AM 5:35 AM
Lathrop/Manteca 4:39 AM 5:54 AM
Tracy 4:51 AM 6:06 AM
Vasco Road 5:20 AM 6:35 AM
Livermore 5:25 AM 6:40 AM
Pleasanton 5:33 AM 6:48 AM
Fremont 5:55 AM 7:10 AM
Great America 6:13 AM 7:28 AM
Santa Clara 6:20 AM 7:35 AM
San Jose 6:32 AM 7:47 AM

ACE Eastbound Trains

Stations ACE 04 ACE 08
San Jose 3:35 PM 5:35 PM
Santa Clara 3:40 PM 5:40 PM
Great America 3:49 PM 5:49 AM
Fremont 4:05 PM 6:05 PM
Pleasanton 4:28 PM 6:28 AM
Livermore 4:37 PM 6:37 PM
Vasco 4:42 PM 6:42 PM
Tracy 5:11 PM 7:11 PM
Lathrop/Manteca 5:23 PM 7:23 PM
Stockton 5:47 PM 7:47 PM

Suspension of Saturday Service: The Saturday Service Pilot Program was suspended on Saturday, March 21, 2020.

Train Size Reduction: With an almost 95% reduction in ridership, ACE has reduced the train sizes, while still allowing for appropriate space for social distancing. ACE is closely monitoring ridership and will adjust train lengths to maintain appropriate social distancing. The ACE trains began operating on Thursday, March 19, 2020, with the following train set sizes:

  • ACE 01/04  – 5 cars
  • ACE 03/08  – 5 cars

Ticket Sales

Due to the recommendation of the CDC regarding social distancing and for the safety of staff and passengers, ACE has suspended in-person ticket sales at the Lathrop/Manteca and Tracy Stations until further notice. Passengers are encouraged to use mobile ticketing. ACE will continue to offer in-person ticket sales at the Stockton, Livermore (LAVTA Office), Pleasanton, Fremont and Great America (evening sales) stations. To find out how to download the ACE Rail mTicketing app, Click here. https://acerail.com/buy-tickets/.

Ticket Holders

Due to the impacts of COVID-19 and the subsequent Shelter-In-Place orders, ACE Ticketing Department is aware that ACE ticket holders have been impacted with unused rides, especially as it relates to Monthly and 20-Ride ticket holders. Below you will find an explanation of options related to specific ticket types and their exchange policies.

Paper Ticket Type (Standard):

ACE Ticketing Department is working with Monthly Pass holders. March 2020 and forward during the pandemic Paper Monthly Passes can be submitted for a ticket upgrade/change – see ACE Ticket Upgrade Form.

March 2020 passes submitted will only receive a 20-ride ticket or a credit in the value of a 20-ride ticket towards another ticket.

The monthly pass is subject to proration which will start from the date ACE receives the pass (If mailed, from the postmarked date).   If received prior to the first of the month on the ticket, it can be exchanged for a future monthly pass.

The remaining credit on the pass can be applied to another monthly pass or other more flexible ticket-type such as the 20–Ride ticket. The passenger is responsible for any balance due. Remaining credit will be waived by passenger if not applied to other ticket types.

 

To begin the ticket exchange process, please fill out the ‘ACE Ticket Upgrade Form’. and mail to: SJRRC, Attention: ACE Ticketing Department, 949 E. Channel Street, Stockton, CA 95202

Mobile Ticket Type

Mobile Monthly March Pass holders may receive a complimentary 20–ride ticket if they were not used past 3/16/2020.

Expiring or expired 20-trip/round-trip/one-way due to COVID-19 shelter in place order/period:

Due to Shelter in Place orders, unused/expiring or expired 20–ride or other tickets purchased on the mobile app will be reissued through replacement passes of the same denomination or remaining ride value. (i.e. If a 20-Ride has 10 unused rides – 5 round–trip replacement passes will be issued.)

E-mail the following information to ticketing@acerail.com and include “COVID-19” in the subject line:

  • Mobile app account/username (e-mail)
  • Rides expired/expiring (quantity)

The tickets issued to the account will expire in 6 months from the date of reissuance.

This program will continue while the Shelter-In-Place orders remain in effect. ACE Ticketing Department is working to ensure this process is performed as quickly and efficiently as possible. Thank you for your understanding and patience.

For more information please contact Rocco Espino, Passenger Services Coordinator at covid-19@acerail.com

Get accurate information about Coronavirus and prevention at https://www.cdc.gov/coronavirus/2019-ncov/about/index.html

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