Resolved after 7 hours 6 minutes, affecting Travel, on September 23, 2026.
Impact as Reported: A functional disruption has been identified in the Concur Cloud for Public Sector Data Center affecting the selection of per diem rates. All Go.Gov and Concur Travel & Expense (CTE) customers experienced an issue with viewing and selecting per diem rates while searching for air, train, and hotel segments that include travel dates within the month of September 2026. In the travel wizard, upon clicking the Work Location Per Diem field, affected users would see “PLEASE SELECT A LOCATION” but there were no location rates displayed to select. The issue prevented Go.gov users from completing the hotel search and booking process and prevented CTE users from completing the travel search and booking process for all segments. Root Cause Travel booking failures occurred because a large number of hotel rates were unintentionally removed during the annual rate update process. The removal was triggered by an unexpected change in the format of the rate file provided for the update. The existing import logic did not correctly handle this format variation and, instead of expiring obsolete rates, removed approximately 36,000 active rates. As a result, rate data was unavailable for a significant booking period, causing hotel bookings to be blocked in the affected environments. The issue was identified quickly, and a corrective fix was prepared; however, deployment was phased to allow validation in other regions before progressing to all environments. Because the customer impact of the missing rates was not immediately recognized as potentially service-blocking, deployment to the affected environments was deferred until validation was completed. Contributing factors included limited end-to-end visibility into booking impacts, monitoring that was not optimized to detect this specific failure scenario, and delayed escalation caused by low initial error volumes. The incident was the result of a combination of unexpected source data changes, insufficient safeguards in import processing, and monitoring and response gaps rather than a single point of failure. Preventive Actions Modify the rate import process to safely handle unexpected source file format changes and prevent active rates from being inadvertently removed. Implement logic to expire rates that are no longer valid rather than removing them in a way that can affect booking availability. Add validation checks during rate imports to identify anomalies and halt processing when unexpected data structures or formats are detected. Perform additional testing of annual rate update scenarios, including source file variations, before production deployment. Enhance monitoring to provide earlier visibility into booking failures and rate availability issues that may impact customers. Implement automated synthetic booking and rate validation checks to continuously verify that rates are available and bookable after updates. Improve alerting thresholds and environment-specific monitoring to detect emerging issues more quickly and reduce time to escalation. Strengthen operational procedures to ensure customer impact assessments are performed before delaying deployment of a validated corrective fix. Improve cross-team communication and escalation processes to accelerate investigation when booking-related error trends are observed. Introduce additional controls and governance around annual rate update activities, including pre-deployment validation of incoming source files and post-deployment verification of rate availability.
Affected components
Update timeline
- resolved Sep 23, 2026, 08:48 PM UTC
We are working to determine the user impact and will provide information as it becomes available.
- resolved Sep 23, 2026, 09:51 PM UTC
A functional disruption has been identified in the Concur Cloud for Public Sector Data Center affecting the selection of per diem rates. All Go.Gov and Concur Travel & Expense (CTE) customers are experiencing an issue viewing and selecting per diem rates while searching for air, train, and hotel segments that include travel dates within the month of September 2026. In the travel wizard, upon clicking the Work Location Per Diem field, affected users see “PLEASE SELECT A LOCATION” but there are no location rates displayed to select. The issue prevents Go.gov users from completing the hotel search and booking process and prevents CTE users from completing the travel search and booking process for all segments. Workaround: Unfortunately, a workaround for this issue has not been identified. The Incident Response Team is currently investigating. Our next scheduled update will be in one hour or sooner should a significant change occur.
- resolved Sep 23, 2026, 10:44 PM UTC
A functional disruption has been identified in the Concur Cloud for Public Sector data center affecting the selection of per diem rates. All Go.Gov and Concur Travel & Expense (CTE) customers are experiencing an issue viewing and selecting per diem rates while searching for air, train, and hotel segments that include travel dates within the month of September 2026. In the travel wizard, upon clicking the Work Location Per Diem field, affected users see “PLEASE SELECT A LOCATION” but there are no location rates displayed to select. The issue prevents Go.gov users from completing the hotel search and booking process and prevents CTE users from completing the travel search and booking process for all segments. Workaround: Unfortunately, a workaround for this issue has not been identified. The Incident Response Team (IRT) has engaged additional resources to assist current investigation to identify root cause and determine best course of action to resolve the issue. Our next scheduled update will be in one hour or sooner should a significant change occur.
- resolved Sep 23, 2026, 11:33 PM UTC
A functional disruption has been identified in the Concur Cloud for Public Sector data center, affecting the selection of per diem rates. All Go.Gov and Concur Travel & Expense (CTE) customers experienced issues viewing and selecting per diem rates when searching for air, train, and hotel segments with travel dates falling within September 2026. In the travel wizard, upon clicking the "Work Location Per Diem" field, affected users saw the message "PLEASE SELECT A LOCATION," but no location rates were displayed for selection. This issue prevented Go.Gov users from completing the hotel search and booking process, and prevented CTE users from completing the travel search and booking process for all segments. Workaround: Unfortunately, a workaround for this issue has not been identified during service impact. Services have returned to normal operating levels. We will continue monitoring performance for the next 15-30 minutes to verify stability. Once verified as stable the incident will be resolved.
- resolved Sep 23, 2026, 11:52 PM UTC
A functional disruption has been identified in the Concur Cloud for Public Sector data center, affecting the selection of per diem rates. All Go.Gov and Concur Travel & Expense (CTE) customers experienced issues viewing and selecting per diem rates when searching for air, train, and hotel segments with travel dates falling within September 2026. In the travel wizard, upon clicking the "Work Location Per Diem" field, affected users saw the message "PLEASE SELECT A LOCATION," but no location rates were displayed for selection. This issue prevented Go.Gov users from completing the hotel search and booking process, and prevented CTE users from completing the travel search and booking process for all segments. Workaround: Unfortunately, a workaround for this issue has not been identified during service impact. The IRT deployed a fix which resolved the issue. 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.
- resolved Oct 07, 2026, 09:39 AM UTC
Impact as Reported: A functional disruption has been identified in the Concur Cloud for Public Sector Data Center affecting the selection of per diem rates. All Go.Gov and Concur Travel & Expense (CTE) customers experienced an issue with viewing and selecting per diem rates while searching for air, train, and hotel segments that include travel dates within the month of September 2026. In the travel wizard, upon clicking the Work Location Per Diem field, affected users would see “PLEASE SELECT A LOCATION” but there were no location rates displayed to select. The issue prevented Go.gov users from completing the hotel search and booking process and prevented CTE users from completing the travel search and booking process for all segments. Root Cause Travel booking failures occurred because a large number of hotel rates were unintentionally removed during the annual rate update process. The removal was triggered by an unexpected change in the format of the rate file provided for the update. The existing import logic did not correctly handle this format variation and, instead of expiring obsolete rates, removed approximately 36,000 active rates. As a result, rate data was unavailable for a significant booking period, causing hotel bookings to be blocked in the affected environments. The issue was identified quickly, and a corrective fix was prepared; however, deployment was phased to allow validation in other regions before progressing to all environments. Because the customer impact of the missing rates was not immediately recognized as potentially service-blocking, deployment to the affected environments was deferred until validation was completed. Contributing factors included limited end-to-end visibility into booking impacts, monitoring that was not optimized to detect this specific failure scenario, and delayed escalation caused by low initial error volumes. The incident was the result of a combination of unexpected source data changes, insufficient safeguards in import processing, and monitoring and response gaps rather than a single point of failure. Preventive Actions Modify the rate import process to safely handle unexpected source file format changes and prevent active rates from being inadvertently removed. Implement logic to expire rates that are no longer valid rather than removing them in a way that can affect booking availability. Add validation checks during rate imports to identify anomalies and halt processing when unexpected data structures or formats are detected. Perform additional testing of annual rate update scenarios, including source file variations, before production deployment. Enhance monitoring to provide earlier visibility into booking failures and rate availability issues that may impact customers. Implement automated synthetic booking and rate validation checks to continuously verify that rates are available and bookable after updates. Improve alerting thresholds and environment-specific monitoring to detect emerging issues more quickly and reduce time to escalation. Strengthen operational procedures to ensure customer impact assessments are performed before delaying deployment of a validated corrective fix. Improve cross-team communication and escalation processes to accelerate investigation when booking-related error trends are observed. Introduce additional controls and governance around annual rate update activities, including pre-deployment validation of incoming source files and post-deployment verification of rate availability.
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