---
title: "Ticket Protection"
ocid: "ocds-h6vhtk-0594b8"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0594b8"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0594b8.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0594b8.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "LONDON NORTH EASTERN RAILWAY LIMITED"
published: "2025-11-21"
---

# Ticket Protection

Buyer: LONDON NORTH EASTERN RAILWAY LIMITED  
Current stage: Tender  
OCID: ocds-h6vhtk-0594b8

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0594b8)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0594b8.json)

## Summary

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.

## Notice

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

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/076004-2025 |
| 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 |
| All stages | Planning, Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 21 Nov 2025 |
| Submission deadline | 23 Dec 2025 |
| Future notice date | 27 Oct 2025 |
| Award date | Not specified |
| Contract period | 2 Mar 2026 - 1 Mar 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £3,000,000 |
| Lots value | £3,000,000 |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Active |
| Lots status | Active |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | LONDON NORTH EASTERN RAILWAY LIMITED |
| Locality | YORK |
| Post town | York |
| Postcode | YO1 6GA |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE2 North Yorkshire |
| ITL 3 | TLE21 York |
| Local authority | York |
| Electoral ward | Micklegate |
| Westminster constituency | York Central |
| Delivery location | Not specified |

## CPV Codes

### Divisions

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

### Codes

- 66000000 - Financial and insurance services
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 21 Nov 2025 at 12:26 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/076004-2025
- 5 Sep 2025 at 09:26 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/054176-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/076004-2025
  21st November 2025 - Tender notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/054176-2025
  5th September 2025 - Preliminary market engagement notice on Find a Tender

## Notice URLs

- https://tinyurl.com/LNERFusionRegistration
- https://www.gov.uk/guidance/public-register-of-rail-passenger-contracts
- https://www.legislation.gov.uk/ukpga/2023/54/contents

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0594b8. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0594b8.json.