Concur Support & User Guides

6 May 2026 | 9:23 am

SAP Concur New Travel customers experienced a disruption to the New Concur Travel service. Performance metrics indicated approximately a 90% drop in overall New Concur Travel bookings, while internal testing confirmed the issue symptom to be upstream from the travel searching and booking process, specifically affecting access to the New Concur Travel service. Upon signing in, all users were redirected back to the legacy SAP Concur Travel service. Internal testing also indicated refreshing the page or logging out and logging back in, had no effect on bringing users back to the New Concur Travel service. A potential workaround was identified, all affected users may have been able to successfully complete travel searches and bookings despite being in legacy Concur Travel. Root Cause: 

 The issue was triggered by a newly introduced configuration reference that had not yet been set up in the underlying system. As a result, the travel platform’s routing service—which determines whether users are directed to the modern or legacy booking experience—received incomplete data and made incorrect routing decisions. At the same time, an unrelated, pre‑existing platform issue prevented the system from refreshing its configuration data correctly. This caused the routing service to rely on outdated information, extending the impact across all travel booking services. The change that introduced the invalid configuration reference was fully rolled back, and service was restored once the update had propagated across all regions. Corrective Measures: The following corrective and preventative actions were identified. -Revert the configuration update for new travel hotel. -Update the authentication endpoint to retrieve credentials from the correct endpoint. -Update the validation checks to ensure configuration parameters dependencies are met. -Update the connection store to not cancel all clients requesting a refresh if only one of them times out.

5 May 2026 | 3:46 am

In the US2, EU2, and Concur Cloud for Public Sector Data Centers, Legacy and New Concur Travel users were unable to search for Air, Car and Hotel via Sabre GDS. The affected Legacy Concur users were getting intermittent errors when searching for Travel, while the New Concur Travel users observed total disruption and errors when trying to search for Travel via Sabre GDS. Our internal monitoring tools detected the issue and successfully auto restored service performance. We have verified that service performance is stable and will now resolve this incident. An investigation into the root cause of this incident will now be conducted, and a root cause analysis report provided when that investigation is complete.