Invalid AICs for some orders

Update timeline

1. identified Mar 03, 2026, 08:01 PM UTC

   Status: Identified We have identified an issue with the Sabre integration that has led to AICs being generated with incorrect details. We are currently gathering a list of affected orders and will contact the affected customers.

2. monitoring Mar 03, 2026, 09:52 PM UTC

   Status: Monitoring We have released a fix for this issue that will create new AICs with up-to-date flight status details. We're currently syncing the affected orders to ensure that the state of all orders is accurate. Our Customer Success teams are reaching out to affected customers with details on the affected orders.

3. monitoring Mar 03, 2026, 11:18 PM UTC

   Status: Monitoring Updated AICs with accurate flight details are still outgoing. We're currently expediting the sync process for affected orders, and will update when the process is complete,.

4. monitoring Mar 04, 2026, 12:32 AM UTC

   Status: Monitoring We've reached out to affected customers and provided details on their affected orders. We're continuing to monitor AIC delivery to ensure that all affected orders / passengers receive up-to-date flight details. Due to requiring a sync with Airline APIs, this process requires staggered requests so as not to prevent impacting other services. We currently estimate the remainder of the affected orders to be processed and AICs sent in an hours time.

5. monitoring Mar 04, 2026, 01:57 AM UTC

   Status: Monitoring The backlog of affected orders has been processed and AICs have been sent out. We'll perform a review with the relevant teams in the morning to confirm the results.

6. monitoring Mar 04, 2026, 12:36 PM UTC

   Status: Monitoring We've reviewed the results of the sync overnight and have confirmed the majority of orders are now synced with accurate segment data. There are <10 orders that have failed to sync that we are currently fixing the sync process for to ensure these affected customers receive an accurate AIC. We'll reach out with updated order lists to affected customers shortly.

7. resolved Mar 05, 2026, 01:31 PM UTC

   Status: Resolved We have successfully synced and sent out an AIC with up-to-date details for all affected orders. We'll be providing some details on root-cause and follow up actions to prevent future incidents to affected customers in the coming days.