Closed
Ticket Protection
Descriptions
LNER is committed to not only revolutionising how we deliver rail services but also enriching the end-to-end travel experience for our customers. Recognising the evolving needs of travellers, we aim to integrate relevant travel essentials at every stage of the journey, ensuring it feels effortless and tailored to individual needs.
LNER is exploring a new Ticket Protection product to give customers greater flexibility and confidence when booking rail journeys. For a small fee, passengers would be able to protect their ticket purchase and claim a refund if they are unable to travel due to eligible, unforeseen events.
Project Overview
The goal is to offer a simple, customer-friendly add-on during the booking journey, giving passengers peace of mind and a fair refund option outside standard rail refund rules.
We are particularly interested in an MVP that can:
• Offer fixed-price protection for a limited number of ticket types.
• Provide refund fulfilment of this protection to customers.
• Be fully branded and configurable by LNER.
• Collect Data and relevant analytics on uptake and usage to inform future development and customer behavior.
What We're Looking for in a Partner
• Provide an out-of-the-box or white-labelled solution that offers Ticket Protection
• Ability to deliver an FCA-regulated protection product.
• A straightforward, low-friction customer experience.
• Clear terms and conditions presented at purchase to customers.
• Integration with LNER's digital booking flow.
• A supplier who will handle underwriting, claims and customer contact.
• Integrate with our back-end fulfilment, CRM, and payment systems
• Provide configurable rules (e.g. protection applies to journeys up to X hours before departure)
Engagement
If you are interested in finding more about this tender opportunity, LNER will be holding a Teams session on Friday 17 October 2025 at 10am - 12 Noon, to discuss our vision and required outcome along with the proposed draft tender timeline. The session will be open for you to ask any initial questions at this stage. Please note that this session will be recorded. Please contact Annie Bradbury on annie.bradbury@lner.co.uk to secure your place at this session, stating the name of your Company, Contact Name and Contact email address. Invitations to this session will be sent out no later than Wednesday 15 October 2025
Timeline
Published Date :
Deadline :
Contract Start :
Contract End :
Tender Regions
CPV Codes
Keywords
loan processing
IT consulting
banking services
web services
credit services
network support
cloud services
risk management
asset protection
IT outsourcing
investment support
software development
cybersecurity support
application maintenance
insurance coverage
financial consulting
help desk services
digital transformation
technical support
system integration
software customization
pension management
economic advisory
IT infrastructure management
Tender Lot Details & Award Criteria
1 Tender Lots
Workflows
Status :
Procedure :
Suitable for SME :
Nationwide :
Assign to :
Tender Progress :
Details
Notice Type :
Buyer Information
Name :
