Delay Repay Platform development, support & management PIN Only

LNER is embarking on a transformational journey to develop a platform for delay repay claiming and processing, as part of our ongoing efforts to provide a seamless digital customer experience for our rail travellers in the UK and beyond.

We are seeking a supplier to join us on this exciting journey and help us create a slick, intuitive, and digital-first platform. The platform will enable our customers to claim delay repay compensation, check their claim status, and understand if their claim is valid under the delay repay compensation scheme. It will also allow them to manage their claims online and access information about our services easily.

LNER operates long-distance high-speed services on a route that stretches over 900 miles, and we are committed to reducing customer effort when interacting with us. Our goal is to fully automate the delay repay claim process by 2025, and become market-leading in the transport industry and beyond.

We are looking to engage the market to identify suppliers with the required expertise, experience, and capabilities to develop such a platform and to gain a general insight on potential routes to market and expected costs.

We look forward to receiving your response to help us refining the procurement approach for this exciting project.