Concur Support & User Guides

15 September 2025 | 2:04 am

Impact as Reported: In the US2, EU2, and APJ1 Data Centers, car and hotel searches using the Apollo, Worldspan and Galileo GDS service were 10% below expected level. Affected users may have encountered an error “We’re sorry. We encountered an issue that prevented us from completing your request” when attempting to perform a search for car and hotel. Root cause: The root cause of the incident has been identified to be a service disruption at one of our third party GDS vendors. Corrective Actions: N/A

15 September 2025 | 2:01 am

Impact as Reported: In the US2 Data Center, travel searches in New Concur Travel were 40 % below expected level. Affected users may have experienced an error, “No location found” when attempting to complete travel search criteria. A workaround was not identified Root cause: The deployment of a new version of a travel micro service triggered an autoscaling operation on the cluster hosting it. Another service hosted on the same cluster entered a degraded state when new serving instances were being provisioned due to the auto scaling, as new instances were put into service before having completed their boot strap due to a defect on a life check end point and given the load levels at the time of the operation started receiving traffic before being ready. The resulting errors when calling the service, combined with an aggressive retry logic on the client side, caused the calls volume to spike, further exacerbating the service degradation. The incident response team manually stopped the service and manually scaled it to enable service restoration. Corrective Actions: The following corrective and preventative actions were identified: Stopped all requests and manually increased new instances to remediate the issue Update the health checks to fix the defect and ensure seving instances only start receiving traffic once fully ready Implement a circuit breaker to prevent retry logic to overwhelm the service in case of degradation.