Incident report
2025-06-18

Systems affected
Citybreak, iTicket

Impact
Customers experienced delays or failures in receiving booking confirmations and supplier communications due to a disruption in our email notification system. This was caused by a temporary suspension of our email service provider’s account.

What happened
On the evening of June 17, our email service provider suspended our account, and we identified an issue involving a compromised email API key. As a precaution, we disabled all affected keys and accounts and worked with our provider to restore service. Email delivery resumed early on June 18.

Timeline
2025-06-17, 9:26 PM – 1:20 AM: We were notified by our provider that our email service account was suspended and started an internal investigation, working together with our provider for reactivation.
2025-06-18, 02:29 AM: Our email service account was successfully reactivated
2025-06-18, 02:52 AM: Email delivery resumed for Citybreak
2025-06-18, 10:30 AM: Supplier emails were resent for iTicket

Actions taken
Disabled and replaced all Api-keys and email service provider user accounts
Worked with our provider to restore services
Deployed updates to affected systems
Conducted a full internal investigation, identified API key leak source and remediated issue

Next steps
Monitoring for any further issues

Status: Resolved
Resolution Time: 2025-06-18, 10:30 AM