Concur Support & User Guides

29 October 2026 | 5:08 am

Impact as Reported: We have identified a service degradation impacting Concur Travel. This issue was impacting all air, car, and hotel booking submissions via the Sabre Global Distribution System (GDS) in all Data Centers. Air, car, and hotel searches could be successfully performed. However, when attempting to finalize and submit the booking, an error was presented. This error prevented the successful submission of travel bookings. Additionally, attempts to modify or cancel existing bookings could not be successfully executed. Important: Should an error have been encountered while finalizing a hotel booking, it was important to refrain from re-attempting the booking, as it was possible this could have resulted in duplicate bookings. Please reach out to the hotel directly to prevent potential no show charges if hotel bookings were re-attempted during the time of impact. Root cause: The root cause of the incident has been identified to be a service disruption at one of our third party GDS vendors. Corrective Action N/A

29 October 2026 | 5:02 am

Impact as Reported: We identified an intermittent service degradation that affected logins via mobile device. This issue was impacting approximately 1% of customers in the US2 Data Center. When attempting to access the SAP Concur site via mobile device, users may have received the error message, "Sorry, something went wrong," after entering their login credentials. When this error occurred, the login attempted could not be completed during that session. Additionally, it was possible some users may have experienced increased latency after entering their username and password. Users who were already logged in were able to continue working without interruption. Root cause: A code defect within a travel service caused database connections to remain open after processing had completed. Over time, these unreleased connections consumed an increasing amount of database capacity until available resources were exhausted. As the service detected processing delays, it automatically scaled up, creating additional database demand and accelerating the degradation. The Incident Response Team restored service by transitioning operations to healthy infrastructure, which restored available database capacity and resolved the issue. Corrective Actions: The following corrective and preventative actions were identified: 1. Update the travel service to ensure database connections are properly released and to enforce connection limits and maximum connection age thresholds. 2. Update the travel service's autoscaling configuration to establish upper scaling limits and reduce the risk of excessive demand on shared database resources during service degradation events. 3. Enhance monitoring and alerting to provide visibility into database connection utilization and enable earlier detection of abnormal usage patterns. Optimized the travel service's database interactions to reduce unnecessary load and improve overall efficiency.