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Ticket Protection

LONDON NORTH EASTERN RAILWAY LIMITED

This public procurement record has 2 releases in its history.

Tender

21 Nov 2025 at 12:26

UK4 - Tender Notice
Planning

05 Sep 2025 at 10:26

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

The procurement process initiated by London North Eastern Railway Limited (LNER), titled "Ticket Protection", is currently in the tender stage. The procurement involves exploring a new ticket protection product designed to offer passengers greater flexibility and confidence in booking rail journeys. It falls under the industry categories of financial and insurance services, as well as IT services such as consulting, software development, and support, with a procurement method of open procedure. The location for this tender is the United Kingdom, with key deadlines including a tender submission end date on 23 December 2025. This tender is valued at £3,000,000 GBP and aims for the project to commence on 2 March 2026, extending up to 1 March 2029, with a possible renewal for an additional year.

This tender presents significant growth opportunities for businesses capable of providing out-of-the-box or white-labelled solutions in ticket protection, particularly those offering FCA-regulated products. Companies experienced in delivering straightforward customer experiences, handling underwriting, claims, and customer contact, and integrating with digital booking flows would find this opportunity particularly appealing. Small to medium enterprises (SMEs) and voluntary organisations can benefit due to the specified SME and VCSE suitability. The successful partner will help LNER offer a branded, configurable product that provides peace of mind and a fair refund option for passengers, influencing future product development through data collection and analytics.

How relevant is this notice?

Notice Information

Notice Title

Ticket Protection

Notice Description

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 Page 2 to 5 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)

Planning Information

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

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0594b8
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/076004-2025
Current Stage
Tender
All Stages
Planning, Tender

Procurement Classification

Notice Type
UK4 - Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

66 - Financial and insurance services

72 - IT services: consulting, software development, Internet and support

CPV Codes

66000000 - Financial and insurance services

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
£3,000,000 £1M-£10M
Lots Value
£3,000,000 £1M-£10M
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
21 Nov 20259 months ago
Submission Deadline
23 Dec 2025Expired
Future Notice Date
27 Oct 2025Expired
Award Date
Not specified
Contract Period
2 Mar 2026 - 1 Mar 2029 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Active
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
LONDON NORTH EASTERN RAILWAY LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
YORK
Postcode
YO1 6GA
Postcode Area
York
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE2 North Yorkshire
Small Region (ITL 3)
TLE21 York
Delivery Location
Not specified
Local Authority
York
Electoral Ward
Micklegate
Westminster Constituency
York Central

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

JSON Markdown

The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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