Atriis - Supplier Latency - Amadeus – Incident details

Hi,

All connections are back to normal.

Regards, Atriis Support

Hi,

We are able to get Amadeus and NDC results now, it appears that the services are back and active.

We are monitoring the behavior for now, hopefully this is fully resolved now.

Hi,

It appears that Amadeus have yet to resolve the issue, and we're also encountering issues with NDC content (which is based on Amadeus). We're waiting to get an update from Amadeus and will inform you once we have one.

Atriis Support

Hi,

It appears Amadeus are again encountering issues with master pricer searches. We'll try to get an update from them.

Regards, Atriis Support

Hi,

It appears that Amadeus Master Pricer is back up and running, from testing and from our logs we no longer see issues.

Below is their latest update.

Moved 100% of MP traffic to SDC and away from blackhole COMPLETE Moved Flex to healthy regions (currently 55% FC, 40% Erding, 5% NE) COMPLETE Scale out CB cluster in Sweden COMPLETE Increase connections to CB in Sweden - COMPLETE Scale out CB cluster in Germany COMPLETE Increase connections to CB cluster in Germany COMPLETE Increased capacity to North Europe to process more MP & SOS traffic COMPLETE NO MORE INCREASE POSSIBLE HERE

Regards, Atriis Support

Hi,

Unfortunately although we're getting a response in certain cases, we're still seeing timeout responses from Amadeus, it appears that there's still a connection overload on their end. We'll advise once we have further updates.

Hi,

Even though informed by Amadeus that they resolved the issue, it appears to not be fully restored on all Office IDs, we've asked for further clarification on this.

Hi,

Amadeus have advised that the issue has been resolved on their end, see further details below.

Please advise in case you still encounter any issue with flight searches.

AUTO-CASCADED FROM MIR 36246463:

Dear Customer,

On the 26th of August, multiple customers and monitoring alarms raised

critical incidents for Shopping services shortly after 11:00GMT.

Customers may have experienced errors or response timeouts while

conducting shopping or pricing transactions via shopping services;

specifically, Flex Pricer and Master Pricer through the Amadeus Digital

Commerce channels.

Investigations revealed an issue with the related clusters, where

traffic was initially lost in the data center region. Amadeus support

teams initially rerouted the traffic away from the affected server and

redistributed across the remaining data center regions, subsequently

increasing server resources and recycling application processes to

improve performance stability. These actions resulted in the initial

recovery of the incident at 12:26 GMT. However, at 13:27 GMT, a

reoccurrence was observed as the issue began to affect the remaining

regions.

Amadeus support teams performed multiple recovery actions in attempt to

make the systems stable including recycling the affected servers,

scaling up PODS, re-balanced clusters, falling back any recent

implementation and also deactivate Master Pricer. Amadeus support teams

reactivated the Flex Pricer traffic in related regions recovering the

impact on Flex Pricer. Master Pricer traffic was gradually reactivated

to avoid any sudden spikes and ensure stability. After the process was

completed, positive outcomes have been observed, with some customers

confirming recovery. Environments will remain under heightened

monitoring, at the moment this incident has been recovered at 00:37 GMT.

Regards,

Amadeus Support Center - Support and OPS Analysts.

Hi,

We've been informed of the following from Amadeus:

Amadeus support teams reactivated a minor portion of traffic for Master Pricer which is now visible. Support teams will gradually incease the traffic and continue to monitor the situation.

Support teams at Amadeus are also making preparations to enhance the capacity of additional data centers, with plans to activate Master Pricer in those locations as well. Further updates will be provided as soon as they become available.

Further updates to follow.

Hi,

Unfortunately, the issue still persists, and Amadeus has not yet provided a solution. We’ve escalated this with their team, and it appears to be a global error.