Travel: P1

Update timeline

1. resolved Sep 06, 2026, 02:11 AM UTC

   We are working to determine the user impact and will provide information as it becomes available.

2. resolved Sep 06, 2026, 02:23 AM UTC

   We have identified a functional disruption impacting New Concur Travel car searches via the Sabre, Amadeus, and Travelport+ Global Distribution Systems (GDS) in the US2 Data Center. When users enter their search criteria and select Search, the error message “An unexpected internal error occurred. Please try again.” is displayed. The error occurs regardless of the city pairs or travel dates selected and prevents successful car bookings. Air and hotel searches are not affected. Unfortunately, there is no workaround for the issue at this time. The Incident Response Team (IRT) is currently investigating the issue. Our next scheduled update will be in one hour.

3. resolved Sep 06, 2026, 02:34 AM UTC

   We identified a functional disruption impacting New Concur Travel car searches via the Sabre, Amadeus, and Travelport+ Global Distribution Systems (GDS) in the US2 Data Center. When users entered their search criteria and selected Search, the error message, “An unexpected internal error occurred. Please try again.”, was displayed. The error occurred regardless of the city pairs or travel dates selected and prevented successful car bookings. Air and hotel searches were not affected. There was no workaround available for the issue at the time. 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.

4. resolved Sep 06, 2026, 03:02 AM UTC

   We identified a functional disruption impacting New Concur Travel car searches via the Sabre, Amadeus, and Travelport+ Global Distribution Systems (GDS) in the US2 Data Center. When users entered their search criteria and selected Search, the error message, “An unexpected internal error occurred. Please try again.”, was displayed. The error occurred regardless of the city pairs or travel dates selected and prevented successful car bookings. Air and hotel searches were not affected. There was no workaround available for the issue at the time. Services have returned to normal operating levels. We are extending our monitoring for an additional 30 minutes to verify continued stability. Once stability is confirmed, the incident will be resolved.

5. resolved Sep 06, 2026, 03:21 AM UTC

   We identified a functional disruption impacting New Concur Travel car searches via the Sabre, Amadeus, and Travelport+ Global Distribution Systems (GDS) in the US2 Data Center. When users entered their search criteria and selected Search, the error message, “An unexpected internal error occurred. Please try again.”, was displayed. The error occurred regardless of the city pairs or travel dates selected and prevented successful car bookings. Air and hotel searches were not affected. There was no workaround available for the issue at the time. While the Incident Response Team (IRT) was investigating, the service self-recovered and car search functionality was restored. 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.

6. resolved Sep 21, 2026, 07:40 AM UTC

   Impact as Reported: We identified a functional disruption impacting New Concur Travel car searches via the Sabre, Amadeus, and Travelport+ Global Distribution Systems (GDS) in the US2 Data Center. When users entered their search criteria and selected Search, the error message, “An unexpected internal error occurred. Please try again.”, was displayed. The error occurred regardless of the city pairs or travel dates selected and prevented successful car bookings. Air and hotel searches were not affected. Root Cause: The incident was caused by high concurrency against a profile data retrieval process that is executed as part of real-time profile synchronization. Under elevated demand, the process experienced database lock contention on temporary data structures, causing requests to block one another and resulting in a buildup of queued sessions. This degraded response times for dependent services and led to customer-facing failures.Analysis determined that the issue primarily affected requests configured to bypass cached profile data and instead perform a real-time profile refresh before profile retrieval. This design, intended to ensure the most current profile information is returned, significantly increased the number of concurrent executions of the affected database process. The analysis concluded that customer impact occurred because dependent services timed out waiting for profile responses; those profile responses were delayed by blocked database sessions; the blocking was caused by locking behavior within the database process under high concurrency; and the high concurrency was driven by real-time profile synchronization requests. The condition self-resolved as request volume and contention levels decreased. Preventive Actions: The following preventive and corrective actions were identified: Remove locking-prone temporary data structures from the affected database process to eliminate unnecessary contention under high concurrency. Reduce unnecessary executions of the profile retrieval process during synchronization workflows where the data is not required. Decrease reliance on real-time profile synchronization for profile retrieval scenarios that can be served without an immediate refresh. Improve monitoring and alerting for database blocking, lock contention, and concurrency trends to enable earlier detection and response. Incident Mitigation: No immediate corrective action was required during the event, as service recovered automatically once contention subsided. The actions above have been identified to reduce the likelihood and impact of recurrence.