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Frequently Asked Questions
At ASU.Com (formerly ASU Travel Guide) we are committed to providing you with the highest level of customer service possible. Please review our Frequently Asked Questions, submit a contact form, or call our helpful staff at 1-866-483-5056 or 1-415-898-9500, Monday through Friday 9am through 5pm Pacific Time, or Fax (415) 373-0487.
To see FAQs for our new TripCheck service, please click here.
FAQs for Web Subscribers
What is asu.com?
asu.com is the interline discount travel portal. We provide to our Members over 300,000 listings for hotels, condos, resorts, all inclusive, tours, cruises, airfares, car rentals, bed & breakfasts, attractions and more. Our service is extended world-wide to airline employees, their dependents & parents, and retirees ... which number in excess of 1.7 million.
Who Can Become a Member and Who is Eligible for Discounts Shown on asu.com?
All active airline employees [and their parents] or retired airline employees of scheduled airlines, certain active and retired employees of freight carriers (such as FedEx, UPS and DHL) are eligible. Retirees of airlines that have gone out of business or merged with another carrier may be eligible. Check with the Pass Department you are interested in using, or with the hotel/tour/cruise company you wish to book.
How Can I View Discount Listings?
You will need to sign up as a Member to get your User Name and Password.
My Login came up unauthorized?
Click on our home page, and try to login again or try our advanced login page. Most problems are caused by your personal settings. Also, to register and log in to our system you must enable cookies on your PC. If you don't want cookies to be enabled on your PC, use your privacy function to enable cookies for asu.com.
Online Member Order
If you are a subscriber and wish to obtain a username and password for an online account, click here.
How do I update my username or password?
To update your username or password click here.
How do I renew an online membership?
To renew your online membership click here.
What should I do if I forget my username and/or password?
If you forgot your username or password click here.
How do I Cancel Online Membership?
You may cancel your Online Membership at any time by calling 1-866-483-5056 or 1-415-898-9500. You may also send us an email.
What Information Can I Find on the Website?
To take a Site Tour to see the types of information available on the website, click here.
How Can Advertisers, Potential Advertisers and Property Managers View Our Site & Site Listings?
You will need to contact us at 1-415-898-9500 or 1-866-483-5056 Monday through Friday, 9am - 5pm Pacific Time to get a Username and Password.
I Contacted a Listing and They Didn't Know What the ASU Travel Guide Rate Was
Ask to speak with a supervisor. If you are still denied, call us at 1-866-483-5056 or 1-415-898-9500 Monday - Friday 9a.m. to 5p.m. Pacific Time.
Trouble Establishing My Online Membership?
We offer online access to all subscribers who ordered the combo subscription package. We accept Visa, Mastercard, and Discover. Please call us at 1-866-483-5056 or 1-415-898-9500 Pacific Time to pay your bill. If you prefer to mail your order in, please send to: ASU Travel Guide, 1550 G Tiburon Blvd, Ste 355, Tiburon, CA 94920
How do I update my mailing address/contact information?
You may change your mailing address online by clicking here. You may also send us your address change to: ASU Travel Guide, 1550 G Tiburon Blvd, Ste 355, Tiburon, CA 94920. Or call us at: 1-866-483-5056 or 1-415-898-9500 Monday through Friday, 9am - 5pm Pacific Time.
How do I renew my subscription?
You can now renew your subscription online, by phone or by mail. Click here to renew online and you will be directed to our secure renewal page.
I forgot my subscriber number, username, password
If you've forgotten your login information, click here to receive your information by email.
iPad App Location: Cannot find the TripCheck App on the iPad? You need to look for iPhone apps in the iPad App store.
How do you get your data?
We obtain data from Sabre® global distribution system and we look at how many seats are still for sale on that flight. We then interpret that data, put into our complex formulas to determine the Passenger Seat Availability class for that flight.
What airlines do you provide the seat information for?
We get the seat availability info for over 150 airlines around the world. To see a complete list of all the airlines we have available, click here
Why is there no seat availability information for Southwest Airlines (WN)?
Southwest Airlines has opted out of providing their seat information through the Sabre® system we use. However, we do show their flight and contact information, so you may contact them directly for seat availability.
Does your system take into account the number of Non Rev's listed for a flight?
No it does not. We are unable to determine exactly how many Non Rev's are listed or are checked in for a flight. The PSA category is based solely on the number of seats still available for sale for that flight.
What do the different category colors mean?
What exactly are ZED fares? And what does Low, Medium or High mean?
ZED stands for Zonal Employee Discount. In short, it is an agreement between airlines that permits airline employees to travel on another carrier at a discounted rate. Specific agreements between airlines determine whether you have to pay the Low, Medium or High level ZED fare.
How do I find out the level of my ZED fare on a given flight?
The level of your ZED fare depends on arrangements between your airline and the airline you plan to fly on. Typically, you can find this information on your airlines' company website.
After we find the flight we want to take, what should we do next?
First, you need to have your authorization from your airline to travel on that chosen airline. Then you should call your chosen airline at the number listed to the right of the flight on Tripcheck and list those traveling.ASU doesn't directly book flights through TripCheck. You have to list yourself as an authorized employee or dependent of your airline.
What do I do about return flights? How do I know the status of my flight after a certain period of time?
You can put in an itinerary for your return trip and if you have given us either your phone number or email, our system will notify you on your phone or inbox as to the status. You can also log back into ASU while on the trip from any computer connected to the internet and check your saved itineraries for up-to-date seat availability.