When a matter arises that requires escalation, the process to follow is outlined below:


1) Ask the Lead Agent (Brittany Davis)


2) If the matter is urgent, or requires an answer before the next weekly meeting to maintain our service standards, contact internal Travel Alberta team members through Microsoft Teams Channel or, if action is required or a partner follow up, send through Freshdesk and assign it to Specialist, Products: Craig Cameron:


3) If the matter is very urgent (service is down, the partner is irate and requires immediate follow-up) and you do not get an immediate response from the Specialist, Products, please contact:



4) If the matter is not urgent, consider waiting until the next scheduled team meeting