Protect Group has published a case study on Boletia, a self-service ticketing and event technology platform founded in 2012 and headquartered in Mexico City. Boletia lets independent promoters, venues and organisers sell tickets, manage check-in and access control, and market their events.
The challenge
Boletia wanted a new ancillary revenue stream without hurting the customer experience or spending heavily on building an unfamiliar product. Although ticket protection was established elsewhere, the team did not assume the same behaviour would apply to its customers. It needed to know whether buyers would value Refund Protect, how presentation would affect uptake and what revenue was realistic. Building in-house would have meant developing pricing logic, content, reporting and a refund handling process.
The test
Boletia integrated Refund Protect and ran an A/B test across 9,351 sessions comparing an unselected opt-in presentation with a pre-selected option:
- unselected opt-in conversion: 8.52%
- pre-selected conversion: 20%
- a 180% relative increase, reported with full statistical confidence
The evidence led Boletia to roll Refund Protect out across every event within around three weeks.
Reported results
Refund Protect generated MXN 241,400 in gross profit in its first full month, 223% above Boletia's target. About a year later it was protecting more than 6,200 bookings and 12,500 tickets in a single month, generating around MXN 472,500 in monthly gross profit, while customer satisfaction stayed at 87% to 88%.
Founder and CEO Joshua Francia Torres said partnering with Protect Group let Boletia "test and roll out Refund Protect using proven product and technology rather than building it ourselves," and that the data gave the team confidence to expand to all events.
Takeaway
The case highlights how checkout presentation strongly influences ancillary uptake. Operators considering similar defaults should check local consumer protection rules on pre-selected options.
Originally published by Protect Group: Boletia Lifts Refund Protect Conversion to 20% With Pre-Selected Checkout Option
