Ticket Protection

{
  "buyer": {
    "id": "GB-COH-04659712",
    "name": "LONDON NORTH EASTERN RAILWAY LIMITED"
  },
  "date": "2025-11-21T12:26:56Z",
  "id": "076004-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-0594b8",
  "parties": [
    {
      "additionalIdentifiers": [
        {
          "id": "PQZP-5496-ZTHY",
          "scheme": "GB-PPON"
        }
      ],
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "York",
        "postalCode": "YO1 6GA",
        "region": "UKE21",
        "streetAddress": "West Offices"
      },
      "contactPoint": {
        "email": "procurement@lner.co.uk",
        "name": "Annie Bradbury"
      },
      "details": {
        "classifications": [
          {
            "description": "Public undertaking",
            "id": "publicUndertaking",
            "scheme": "UK_CA_TYPE"
          }
        ]
      },
      "id": "GB-COH-04659712",
      "identifier": {
        "id": "04659712",
        "scheme": "GB-COH"
      },
      "name": "LONDON NORTH EASTERN RAILWAY LIMITED",
      "roles": [
        "buyer"
      ]
    }
  ],
  "tag": [
    "tender"
  ],
  "tender": {
    "aboveThreshold": true,
    "awardPeriod": {
      "endDate": "2026-02-23T23:59:59Z"
    },
    "contractTerms": {
      "financialTerms": "N/A"
    },
    "description": "LNER is committed to not only revolutionising how we deliver rail services but also\nenriching the end-to-end travel experience for our customers. Recognising the evolving\nneeds of travellers, we aim to integrate relevant travel essentials at every stage of the\njourney, ensuring it feels effortless and tailored to individual needs.\nLNER is exploring a new Ticket Protection product to give customers greater flexibility and\nconfidence when booking rail journeys. For a small fee, passengers would be able to\nprotect their ticket purchase and claim a refund if they are unable to travel due to eligible,\nunforeseen events.\nProject Overview\nThe goal is to offer a simple, customer-friendly add-on during the booking journey, giving\nPage 2 to 5\npassengers peace of mind and a fair refund option outside standard rail refund rules.\nWe are particularly interested in an MVP that can:\n\u2022 Offer fixed-price protection for a limited number of ticket types.\n\u2022 Provide refund fulfilment of this protection to customers.\n\u2022 Be fully branded and configurable by LNER.\n\u2022 Collect Data and relevant analytics on uptake and usage to inform future development\nand customer behavior.\nWhat We\u0027re Looking for in a Partner\n\u2022 Provide an out-of-the-box or white-labelled solution that offers Ticket Protection\n\u2022 Ability to deliver an FCA-regulated protection product.\n\u2022 A straightforward, low-friction customer experience.\n\u2022 Clear terms and conditions presented at purchase to customers.\n\u2022 Integration with LNER\u0027s digital booking flow.\n\u2022 A supplier who will handle underwriting, claims and customer contact.\n\u2022 Integrate with our back-end fulfilment, CRM, and payment systems\n\u2022 Provide configurable rules (e.g. protection applies to journeys up to X hours before\ndeparture)",
    "documents": [
      {
        "description": "Not published",
        "documentType": "conflictOfInterest",
        "id": "conflictOfInterest"
      },
      {
        "datePublished": "2025-11-21T12:26:56Z",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "format": "text/html",
        "id": "076004-2025",
        "noticeType": "UK4",
        "url": "https://www.find-tender.service.gov.uk/Notice/076004-2025"
      }
    ],
    "enquiryPeriod": {
      "endDate": "2025-12-04T15:00:00Z"
    },
    "id": "RFQ000042",
    "items": [
      {
        "additionalClassifications": [
          {
            "description": "Financial and insurance services",
            "id": "66000000",
            "scheme": "CPV"
          },
          {
            "description": "IT services: consulting, software development, Internet and support",
            "id": "72000000",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UK"
          }
        ],
        "id": "1",
        "relatedLot": "1"
      }
    ],
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "awardCriteria": {
          "criteria": [
            {
              "description": "All criteria is set out in the tender pack within the ITT and specification documents, this tender will be evaluated on Price (40%) and Quality (60%) only",
              "name": "quality",
              "numbers": [
                {
                  "number": 60,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            },
            {
              "description": "All criteria is set out in the tender pack within the ITT and specification documents, this tender will be evaluated on Price (40%) and Quality (60%) only",
              "name": "Price",
              "numbers": [
                {
                  "number": 40,
                  "weight": "percentageExact"
                }
              ],
              "type": "price"
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2029-03-01T23:59:59Z",
          "maxExtentDate": "2030-03-01T23:59:59Z",
          "startDate": "2026-03-02T00:00:00Z"
        },
        "hasRenewal": true,
        "id": "1",
        "renewal": {
          "description": "one further period of 12 months"
        },
        "selectionCriteria": {
          "criteria": [
            {
              "description": "All information can be found within the Tender pack requirements - however any potential suppliers must be FCA regulated",
              "type": "economic"
            },
            {
              "description": "All information can be found within the tender pack requirements -",
              "type": "technical"
            }
          ]
        },
        "status": "active",
        "suitability": {
          "sme": true,
          "vcse": true
        },
        "value": {
          "amount": 3000000,
          "amountGross": 3000000,
          "currency": "GBP"
        }
      }
    ],
    "mainProcurementCategory": "services",
    "procurementMethod": "open",
    "procurementMethodDetails": "Open procedure",
    "riskDetails": "Due to the nature of the services, there is a recognised \u0027known unknown\u0027 risk that actual concession value may fluctuate over the contract term. Variability in uptake and usage levels may result in increases or decreases in revenue, the extent of which is currently indeterminable by LNER.\nIf restricted, the limited value could jeopardise the satisfactory performance of the contract, and because of its nature, can not be addressed in the contract as awarded.   Additional information\nWhere used throughout this notice, the meaning of Train Operating Companies includes all and any of those train operating companies who, currently or in the future, provide services for the carriage of passengers by railway:\na)\tunder a franchise agreement with the Secretary of State within the meaning of section 23(3) of the Railways Act 1993 or \nb)\tunder, or secured under, the Secretary of State\u0027s duty in section 30(1) of the Railways Act 1993; or \nc)\tin accordance with legislation which supersedes or amends the powers referred to in a) and b), including where such powers are transferred from the Secretary of State to another body.  \nThe list of current providers of services for the carriage of passengers by railway under these provisions can be found at https://www.gov.uk/guidance/public-register-of-rail-passenger-contracts.\nNovation or Assignment\nThe contract may be novated or assigned by London North Eastern Railway Limited to Train Operating Companies, or to DFT Operator Limited (company number: 07141122) or any successor parent company to a Train Operating Company, following a corporate restructuring or similar circumstance. \nSuppliers need to be aware the contract value will potentially be impacted over time by several external factors outside of the Authority\u0027s control which may further increase or decrease the contract value over its lifespan such as: \n\u2022\tMarket demand fluctuations\n\u2022\tlevel of take up of the ticket protection... (detail here impacting factors)\nAny changes required to the contract, including value, will be managed via a contract change/modification process and supported by the appropriate statutory notices such as section 5 of Schedule 8 within the Procurement Act 2023. Any modification of such value shall not materially impact the services provided.\u0027",
    "specialRegime": [
      "concession",
      "utilities"
    ],
    "status": "active",
    "submissionMethodDetails": "Please use this link to  register onto our Oracle Fusion Portal to se up an account - ensuring you tick to the box to note that you are a bidding for an opportunity https://tinyurl.com/LNERFusionRegistration\nAll tender documents will be available to you upon registration.  This portal will be used for all communications going forward.",
    "submissionTerms": {
      "electronicSubmissionPolicy": "allowed",
      "languages": [
        "en"
      ]
    },
    "tenderPeriod": {
      "endDate": "2025-12-23T13:00:00Z"
    },
    "title": "Ticket Protection",
    "value": {
      "amount": 3000000,
      "amountGross": 3000000,
      "currency": "GBP"
    }
  }
}