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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 ACE 02 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? One way ACE tickets may be purchased at the Amtrak ticket counter. 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 Airport riding ACE? Avoid airport hassles, high parking lot fees and highway traffic jams using ACE and the network of connecting shuttles and regional transit systems to make getting to your next flight more enjoyable! ACE Tickets We suggest that you purchase a round-trip ACE ticket prior to your departure so that you will have your return ticket in hand on your way home. Not all ACE Stations provide evening sales of ACE train tickets. Luggage After boarding your ACE train, areas are available on the lower level of each car for storing personal luggage. Limited areas for luggage storage are available on upper railcar levels. Please feel free to ask a member of the train crew for assistance as to where is best to store your bags. Connecting Shuttles The Free Connecting shuttle buses leave promptly! If you are not sure where to go to catch your connecting shuttle at your destination ACE station, please ask a member of the train crew or a regular ACE rider to direct you prior to your station arrival. Parking Information As an ACE rider you may leave your automobile at one of the ACE parking lots in the San Joaquin Valley or Tri-Valley for free while you are away. Parking lots are not attended and leaving your vehicle is at your own risk. Please contact the ACE Customer Service Department at 1-800-411-RAIL to notify staff that you will be away for an extended period of time. Be prepared to provide your vehicle make, model and tag number. Thank you.
To the Mineta San Jose International Airport (M-F, except holidays) (Total travel time from the Great America Station to the Mineta San Jose International Airport is approximately 26 minutes) To connect from ACE trains #01, #03, and #05 to the San Jose Airport in the morning: § Take the free Serendipity Shuttle from the Great America Station to the Santa Clara Transit Center. The Serendipity Shuttle for Santa Clara will park at the front of the line of shuttles at Great America station. § Take the Airport Flyer (VTA Bus Route #10) from the Santa Clara Transit Center to the airport terminals. An ACE ticket is valid for transfer to the VTA Airport Flyer.
From the Mineta San Jose International Airport to ACE (M-F, except holidays) (Total travel time from the San Jose International Airport to the Great America Station, is approximately 28 minutes) To connect from Mineta San Jose International Airport to ACE (M-F, except holidays) afternoons, § Take the Airport Flyer (VTA Bus Route #10) from the airport terminals to the Santa Clara Transit Center An ACE ticket is valid for transfer from the VTA Airport Flyer to ACE. § Take the free Serendipity Shuttle at 3:35 pm, 4:25 pm or 5:25 pm to the Great America Station for connections to ACE #04, #06, or #08 respectively.”
To the Oakland International Airport (M-F, except holidays) (Total travel time from the Pleasanton ACE Station to the Oakland Airport is approximately 55 minutes) From any westbound ACE train at Pleasanton Station:
· Take the Wheels Shuttle Bus (Wheels Bus Route #54) from the Pleasanton ACE station to the Dublin/Pleasanton BART Station
· At the Dublin/ Pleasanton BART station take a “Milbrae” bound train to the Coliseum/Oakland Airport Station.
· Upon arrival at the BART Coliseum/Oakland Airport Station connect to the AirBART shuttle bus to the Oakland Airport.
BART Fare from Dublin/Pleasanton BART station to the Coliseum/Oakland Airport BART station is $3.35. BART train travel time is 26 minutes. Fares for AirBART are $3.00 for an adult, $1.00 for children (12 and under), seniors (65 and over) and persons with disabilities (with ID). AirBART fare is payable in cash (exact change only) or a $3.00 BART ticket from a regular BART ticket machine (bus fare boxes will not return BART tickets with more than $3.00 in value). AirBART schedule: Monday - Saturday The AirBART shuttle trip takes approximately 15 minutes. It stops in front of the Coliseum/Oakland Airport BART Station on San Leandro Blvd. and in front of Terminal 1 and 2 (Southwest Airlines)
From Oakland International Airport to BART and ACE (M-F, except holidays) (Total travel time from the Oakland International Airport to the Pleasanton ACE Station is approximately 50 minutes) Walk to the AirBART stop outside the terminal after you retrieve your luggage. The bus comes every 10 minutes and takes 15 minutes or less to travel to the Coliseum/Oakland Airport station. Take a BART train marked “Dublin/Pleasanton to connect to ACE. Convenient connections from BART to the Wheels Shuttle Bus #54 and ACE eastbound trains are as follows:
· 11:43 a.m. BART train departure from Coliseum/Oakland Airport BART Station, connects to the Wheels Route #54 at Dublin/Pleasanton BART and ACE train #02 at Pleasanton
· 3:13 p.m. BART train departure from Coliseum/Oakland Airport BART Station, connects to the Wheels Route #54 at Dublin/Pleasanton BART and ACE #04 at Pleasanton
· 4:13 p.m. BART train departure from Coliseum/Oakland Airport BART Station, connects to the Wheels Route #54 at Dublin/Pleasanton BART and ACE #06 at Pleasanton
· 5:13 p.m. BART train departure from Coliseum/Oakland Airport BART Station, connects to the Wheels Route #54 at Dublin/Pleasanton BART and ACE #08 at Pleasanton
· In addition, a 7:13 p.m. BART train will connect to an ACE Late Bus at the Dublin/Pleasanton BART station. The ACE Bus (Bus Route #3910) departs from the bus stop on the north (Dublin) side of the Dublin/Pleasanton BART station at 8:05 p.m. for points east. Please refer to the ACE schedule for detailed schedule information.
To San Francisco International Airport (M-F, except holidays) (Total travel time from the Pleasanton Station to San Francisco International Airport is approximately 1 hour and 46 minutes) From any westbound ACE train at Pleasanton Station:
· Take the Wheels Shuttle Bus (Wheels Bus Route #54) from the Pleasanton ACE station to the Dublin/Pleasanton BART Station
· At the Dublin/ Pleasanton BART station take a “Daly City” bound train to the Balboa Park Station.
· Transfer at Balboa Park station to a westbound “San Francisco International Airport” BART train. The BART train will arrive at the SF Int’l Airport International Terminal, Level 3.
The BART Fare from Dublin/Pleasanton BART station to San Francisco International Airport is $7.65. BART travel time from the Dublin/Pleasanton BART station, with a transfer at Balboa Park Station is 1 hour, 32 minutes.
From San Francisco International Airport to BART and ACE (M-F, except holidays) (Total travel time from San Francisco International Airport to the Pleasanton ACE Station is approximately 1 hour and 40 minutes.) From the BART station at San Francisco International Airport International Terminal, Level 3, catch a BART train bound for “Pittsburg/Bay Point”. At Balboa Park Station, connect to a “Dublin/Pleasanton” bound train. Convenient connection times are as follows:
· 10:39 a.m. BART train departure from the San Francisco International Airport BART Station, after a transfer at Balboa Park station, connects to the Wheels Route #54 at Dublin/Pleasanton BART and ACE train #02 at Pleasanton
· 2:09 p.m. BART train departure from the San Francisco International Airport BART Station, after a transfer at Balboa Park station, connects to the Wheels Route #54 at Dublin/Pleasanton BART and ACE #04 at Pleasanton
· 3:09 p.m. BART train departure from the San Francisco International Airport BART Station, after a transfer at Balboa Park station, connects to the Wheels Route #54 at Dublin/Pleasanton BART and ACE #06 at Pleasanton
· 4:09 p.m. BART train departure from the San Francisco International Airport BART Station, after a transfer at Balboa Park station, connects to the Wheels Route #54 at Dublin/Pleasanton BART and ACE #08 at Pleasanton
· 6:09 p.m. BART train departure from the San Francisco International Airport BART Station, after a transfer at Balboa Park station, connects to the ACE bus route #3910 at the Dublin/Pleasanton BART station. The ACE Bus (Bus Route #3910) departs from the bus stop on the north (Dublin) side of the Dublin/Pleasanton BART station at 8:05 p.m. for points east. Please refer to the ACE schedule for detailed schedule information.
Please note, connecting transit information (i.e. schedules and fares) are shown as information only and are subject to change without notice. Please consult with the individual transit operators to verify transit information. Travel times are approximate and do not include wait times between connecting shuttles or trains.
What are the connecting transit agencies for ACE 02? 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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