Procurement

Ticket Protection

Procurement identifier (OCID): ocds-h6vhtk-0594b8

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

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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)