Service Degradation across London and Dublin Platforms

Incident Report for Traveltek

Postmortem

Impact

Customers on both the iSell London and iSell Dublin platforms experienced significant service degradation. This included general slowness, failed flight and hotel searches, failed bookings, and occasional 500 errors across several areas of the platform.

Normal service was restored once corrective actions were taken.

Cause & Resolution

The incident was traced to a newly created database replica introduced as part of ongoing performance improvements. A fault occurred during replication between the main database and its replica.

When replication fails, binary logs (temporary records of database changes used to keep replicas in sync) can continue to accumulate. In this case, the logs filled the available storage on the primary database, which led to service degradation across multiple platform components.

To restore service, storage capacity was increased on the affected database, which immediately resolved the issue and returned the system to normal operation.

Prevention Measures

Replication on the affected database has been temporarily disabled while alternative approaches are evaluated for synchronising data between databases.

Additional measures include:

Implementing binary log retention limits to ensure logs are automatically removed after a set period, preventing excessive accumulation.
Introducing enhanced monitoring and alerting to provide early warnings if log files or storage usage increase unexpectedly.

These improvements will help prevent a recurrence of similar storage-related issues.

Posted Nov 03, 2025 - 12:04 GMT

Resolved

All systems are operational and service has remained stable throughout the morning.

We will continue to monitor this and look at prevention measures.

An post-mortem report will be published in due course.

Posted Oct 17, 2025 - 12:35 BST

Monitoring

The issue impacting our platform has now been resolved. All systems are currently operational, and services have been restored.

We are continuing to closely monitor performance throughout the day to ensure stability. A full post-mortem will be shared once our internal review is complete.

Thank you for your patience and understanding while we worked to resolve the issue. If you're still experiencing any problems, please don’t hesitate to reach out to our support team.

Posted Oct 17, 2025 - 08:04 BST

Investigating

We are currently experiencing a wide spread of issues affecting both the Dublin and London environments.

Customer maybe experiencing general slowness of the platform, failed flight and hotel searches, failed bookings, 500 errors etc.

Our team is actively investigating the root cause and working urgently to resolve the issue.

We sincerely apologize for the inconvenience and appreciate your patience. Updates will be shared as soon as we have more information.

Thank you for bearing with us.

Posted Oct 17, 2025 - 07:40 BST

This incident affected: iSell London (Databases, Back-office / Front End, Scheduled Jobs, Searches, Suppliers), iSell Dublin (Databases, Back-office / Front End, Scheduled Jobs, Searches, Suppliers), and API.