Locomote Status

## What happened? A recent platform update caused our in-app support chat to stop loading for logged-in users. Customers attempting to use the chat widget would not have seen it appear. ## Who was affected? Any logged-in user for companies serviced directly by Webjet Business Travel with live chat support enabled. ## How long was it down? The issue was introduced approximately 11:12 PM AEDT on 26 February and resolved 9:54 AM AEDT on 27 February. ## What did we do? We identified the issue and rolled back the change. The support chat widget is now fully operational. ## Was any data lost? No. No customer data was affected. Chat history and account information remain intact. ## What if I need help? If you were unable to reach us via chat during this window and still need assistance, please contact our support team directly via the live chat widget.

We apologise for any disruption this caused by our recent partial outage, which affected workflow and report loading. The root cause of the issue was preparatory work recently put in place for planned future upgrades, which revealed a configuration mismatch between our production and development/test environments that allowed this issue to bypass both manual and automated testing. We’ve since adjusted our test environments to align with the production configuration in question, and confirmed the issue is now correctly caught in automated tests. We are confident this class of problem is now remediated.

3rd party has restored availability.

This morning engineers identified and resolved an issue with the removal of a downstream system within the Management Platform. The Management Platform has been rolled back and has now resumed normal function. We apologise for the inconvenience caused by this outage. ## Issue detail Locomote has extensive test coverage of our entire application that is the cornerstone of our development confidence. The root cause of this bug slipped past detection in our test suite due to three separate issues aligning: * The cause of the bug was in code that we were deprecating ahead of future removal * The deprecation caused a false positive in a code quality tool, advising a parameter was no longer used at definition site * The removal of the parameter did not flag any test failures, because this specific code only runs in production The net result was that because the code quality tool didn’t account for call-site usage, whenever this codepath was invoked in production the parameter length now mis-matched, causing an exception. This exception was unhandled in this specific case, causing a 503 error for users accessing pages triggering this, most notably workflows. The nature of this particular change \(a deprecation\) didn’t invoke a need for production context testing, as we might otherwise do with specific production-dependent features. Our Engineering team made the choice to roll-back this particular deployment to resolve the issue as quickly as possible, and to give us time to further investigate and test the issue resolution before any future deployments. ## Remediation actions * We’re assessing our codebases for any further environment-dependent code to place extra review flags on changes in those contexts * We’re re-evaluating our out-of-hours escalation process to ensure on-call escalations happen correctly and promptly ‌ - Mario CTO Locomote

System availability is stable, we continue to monitor and assess root cause.

Today the Locomote platform experienced a service interruption due to an SSL certificate expiring. During the outage, users received an "Invalid SSL Certificate" error when accessing the Locomote platform from their web browser. The tech team resolved the issue promptly and will ensure it does not reoccur in the future. We want to apologise for any inconvenience caused.

After monitoring for an extended period of time, we believe the issue with our partner (Travelport) has been resolved.

Hotel results are now being returned. We apologise for any inconvenience this caused. If there are any further issues please report them to our Support team by emailing support@locomote.com

This incident has been resolved.

The issue in which travellers were unable to book a hotel with flights has been Resolved. You will now be able to successfully book Flights, Hotels and Cars in the same booking.. We sincerely apologise for any inconvenience that this may have caused.

The scheduled maintenance has been completed.