Important Update: COVID-19 Impact to Ticket Change Options

Due the impacts of COVID-19 and the subsequent “Shelter-In-Place” orders, ACE staff is aware that ACE ticket holders have been impacted with unused rides, especially as it relates to Monthly and 20-Ride ticket holders. It is our desire to be understanding and equitable to our ticket holders, while still ensuring the spirit of the ACE Ticketing Policy is still followed. Below you will find an explanation of options related to specific ticket types and their exchange policies.

Paper Ticket Type

April 2020 Paper Monthly Passes can be submitted for a ticket upgrade/change – see ‘ACE Ticket Upgrade Formon the ACE website: https://acerail.com/wp-content/uploads/Ticket-Upgrade-Form-Fillable-2.13.20.pdf. ACE staff have already been working with March 2020 Monthly Pass holders.

The monthly pass is subject to proration which will start from the date we receive the pass (If mailed, from the date that the mail has been postmarked).

The remaining credit on the pass can be applied to another monthly pass or other more flexible ticket-type such as the 20Ride ticket. The rider is responsible for any balance due.

To begin the ticket exchange process, please fill out the Ticket Upgrade Form’. There are two easy options to submit your form and pass:

• Mail:  949 E Channel Street, Stockton, CA 95202 – Attention: Ticketing Department
• In-Person Drop Off:  949 E Channel Street, Stockton, CA 95202. Please be sure to put in an envelope with your name on the outside and write “Attention:  Ticketing Department” on the envelope.  

Mobile Ticket Type

March 2020 Mobile Monthly Passes may receive a complimentary 20ride ticket if they were not used past 3-16-2020.  

20 Trip/Round-Trip/One-WayDue to Shelter in Place orders, unused/expiring or expired 20ride or other tickets purchased on the mobile app will be reissued through replacement passes of the same denomination or remaining ride value(i.e. Ia 20-Ride has 10 unused rides – 5 roundtrip 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 staff are working diligently to ensure this process is performed as quickly and efficiently as possible. Thank you for your understanding and patience.

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