Tender Details
Ticket Protection
RT Ref. 2689876
Summary Ticket Protection
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Bid Submit Contact Details View Full Details
Country United Kingdom
Detailed Description Ticket Protection

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)
Tender Notice No. View Full Details
Deadline December 23, 2025
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