SAP Concur experienced a critical incident on May 14, 2026 affecting Travel, lasting 13m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- resolved May 14, 2026, 04:19 PM UTC
Approximately 85% of SAP New Concur Travel customers experienced an issue searching for air, car, hotel, or rail segments, regardless of the GDS used. Affected users may have encountered missing details on the Travel Wizard search page, or a blank page or error after submitting search criteria. In some cases, users were able to complete their search successfully after retrying. No consistent workaround was identified during the period of service degradation. Legacy Travel customers were unaffected by this incident. As the Incident Response Team was gathering, the service self-restored. We have verified that service performance is stable and will now resolve the 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 May 29, 2026, 10:31 AM UTC
Impact as Reported: Approximately 85% of SAP New Concur Travel customers experienced an issue searching for air, car, hotel, or rail segments, regardless of the GDS used. Affected users may have encountered missing details on the Travel Wizard search page, or a blank page or error after submitting search criteria. In some cases, users were able to complete their search successfully after retrying. No consistent workaround was identified during the period of service degradation. Legacy Travel customers were unaffected by this incident. Root cause: The Incident Response Team identified an automated routine that was attempting to execute a large database query. This led to contention with other queries that needed to access the same dataset. The contention issue ended once the automation stopped the query having exceeded its allowed run time, and service returned to normal. Corrective Actions: The following corrective and preventative actions were identified: 1. Disabled the automation from running queries on the core database impacted until further preventative actions are implemented 2. Update automation to use an estimated row count limit to block the query from running automatically and send to the database team for manual review. 3. Restrict the hours for automation to run on core databases to non-peak hours to avoid contention during primary business hours. 4. Update the timeout configuration to be per server so that lower timeouts can be configured for larger or most critical databases