Concur Support & User Guides

13 November 2026 | 1:07 am

A service disruption was identified and resolved affecting the travel search functionality for Legacy Travel customers in the US2, EU2, and APJ1 Data Centers. Affected users encountered the error message "We encountered an issue that prevented us from completing your request." upon submitting search criteria in the travel wizard. The disruption impacted car searches via the Apollo, Galileo, and Travelport+ Global Distribution Systems (GDS). New Concur Travel customers were not affected and retained full search and booking functionality throughout the incident period. Workaround: A workaround for this issue was not available during service impact. As the Incident Response Team (IRT) was gathering, the service self recovered. 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.

10 November 2026 | 9:17 am

Impact as Reported: We identified and resolved a service degradation affecting the Concur Travel service. Full Customer Base Impact will be provided when available. This issue was intermittently affecting travel searches in New Concur Travel. After entering search criteria and clicking the Search button, users may have received the error message: "Sorry, something went wrong." When this error occurred, search results were not returned. Legacy Travel was not impacted by this issue. Root cause: The incident was caused by a capacity constraint within a backend travel service. During a period of sustained demand, requests became concentrated on a portion of the available resources rather than being distributed as intended. This created a bottleneck that reduced the service's ability to respond to requests, resulting in intermittent search failures for customers. The Incident Response Team increased available capacity to alleviate the bottleneck and restore normal service operation. Corrective Actions: The following corrective and preventative actions were identified 1. Increased service capacity to immediately alleviate the bottleneck and restore normal service operation. 2. Improve workload distribution across available resources to prevent traffic from concentrating on a limited subset of service capacity. 3. Enhance monitoring and alerting capabilities to enable earlier detection of capacity constraints and allow remediation before customer impact occurs.