Increase in flights order and stays booking creation failures

Update timeline

1. investigating Mar 18, 2026, 07:24 PM UTC

   Status: Investigating We are currently investigating an increase in order creation failures. More details to follow.

2. investigating Mar 18, 2026, 07:33 PM UTC

   Status: Investigating We are currently investigating an increase in flights order and stays booking creation failures. More details to follow.

3. investigating Mar 18, 2026, 07:42 PM UTC

   Status: Investigating We are currently investigating an issue with card payments affecting flights order and stays booking creation. We're still investigating the root cause and will provide more details as soon as possible.

4. investigating Mar 18, 2026, 08:34 PM UTC

   Status: Investigating We are continuing to investigate the issue causing failures with card payments across Flights and Stays. More details will follow as soon as we have them.

5. identified Mar 18, 2026, 09:07 PM UTC

   Status: Identified We have identified the issue causing problems with card payments across Stays and Flights bookings. This was related to our payment tokenisation service VGS - there was a change in token format which caused us to not detokenise the card numbers when sending to suppliers. We are deploying a fix currently.

6. monitoring Mar 18, 2026, 09:33 PM UTC

   Status: Monitoring The fix has been deployed. We are monitoring the error rate to ensure it has been successful.

7. investigating Mar 20, 2026, 08:57 AM UTC

   Status: Investigating We've noticed a high rate of failure for Flights Frontier orders, we're currently investigating.

8. identified Mar 20, 2026, 10:42 AM UTC

   Status: Identified We have identified an issue with Frontier orders and are working on a fix.

9. monitoring Mar 20, 2026, 11:32 AM UTC

   Status: Monitoring We've released a fix for the issue affecting frontier bookings and are currently monitoring.

10. resolved Mar 20, 2026, 12:09 PM UTC

    Status: Resolved The fix for Frontier order failures has been deployed and the issue has been resolved. Flights order and stays booking failure rates are back to expected levels across the platform.