INCIDENT REPORT
Report date: 21 July 2026 | Incident occurrence: 20 & 21 July 2026

Status at report date: Monitoring

Systems affected
This issue affected customers using our online booking platforms, particularly those in the attractions segment.

Customer/end-user impact
From 20 July through to midday 21 July (CEST), customers may have experienced intermittent periods of severe slowness or inability to access online booking and ticketing services. This issue primarily affected the speed of ticket purchases and the ability to complete checkout processes. We identified that the disruption was caused by infrastructure congestion during a period of high traffic.

Root Cause Analysis
This incident was caused by an infrastructure configuration that became a bottleneck during an unexpected surge in traffic. This resulted in delayed processing times for online requests. We have addressed this by increasing the available processing capacity for these systems.

Our technical teams worked to identify the source of the slowness. We performed service rollbacks and infrastructure adjustments, ultimately migrating traffic to higher-capacity systems to resolve the bottleneck. Performance has now returned to normal levels.

Investigation/Resolution Actions
We are conducting a full internal review of this incident to identify and implement appropriate improvements. This includes a review of our infrastructure capacity to ensure our systems can better accommodate peak traffic periods in the future.

Our Apology
We understand that any disruption to your service has a direct impact on your business and your guests. We are sorry for the inconvenience this caused and take our responsibility to deliver a reliable platform very seriously. If you have any questions or concerns, please contact your account manager or our support team.

Sincerely,
Visit Group