The ATIS Contact Centre Team assists with day-to-day platform operations.


The team's primary responsibilities include:

  • Providing support to ATIS users, via email (atissupport@travelalberta.com) or calls to our support line (1-833-270-4232) on how to use the ATIS platform correctly. 
    • Ensure a ticket is created for all inquiries (requirements below)
  • Calling partners whose ATIS content has been left untouched for over 12 months to remind them to update content. 
  • Coaching partners to use all ATIS content content types to maximize exposure on marketing channels.
  • Ensuring ATIS content follows best practices.
  • Approving ATIS content.
  • Maintaining ATIS content (fixing issues in broken link reports, translations, sourcing images).
    • Broken links provided via WebCEO reports


The team's other responsibilities include:

  • Location or content-specific audits and updates for Travel Alberta business purposes
  • Sourcing applicable and relevant ATIS content for Travel Alberta business purposes
    • E.g. Suitable operators for testing, products for marketing campaigns, or inventory updates
  • Creation of missing ATIS content to support website or other marketing needs
    • E.g. New listings for articles or pages (unique or notable accommodations)
    • Efforts should be made to transition operator to an ATIS user rather than it being TA-managed
  • Update the dates of 'signature' annual events (E.g. Calgary Stampede)


 Occasionally partners will contact the ATIS support team with questions that are not ATIS-related, including:

  • Funding requests
  • Cold calls and advertising requests
  • How can I get my content in Travel Alberta marketing material
    • See: "Partner Request for Promotion of ATIS Content" canned response


All requests outside of ATIS should be directed to the Travel Alberta ATIS Specialist. For requests sent via email, assign the ticket to the Specialist. For requests via the phone, the agent should create a ticket in Freshdesk that is assigned to the Specialist.

Ticket Requirements

  • Tickets should include partner details (business name, contact name, and contact info.) and a summary of the request.
  • Titles of all tickets should be created or edited to reference the partner name, ATIS ID#, and nature of the issue.