Boletia is a Mexican self-service ticketing and event technology platform. The company enables independent promoters, major venues and other event organisers to sell tickets online, manage check-in and access control, and market their events.
Boletia wanted to create a new ancillary revenue stream without compromising the customer experience or investing significant internal resources in building an unfamiliar product.
While ticket protection was already established in other regions, the Boletia team did not want to assume that the same customer behaviours would apply to its own platform. The business needed to understand whether customers would see value in Refund Protect, how its presentation would influence uptake and how much incremental revenue it could realistically generate.
The business also had questions about speed and technical complexity. Developing a proprietary solution would require product development, customer-facing content, pricing logic, reporting capabilities, and an ongoing process for managing refund applications.
Boletia therefore needed a partner that could provide both the product and the technology required to introduce it effectively, while allowing the team to test performance before committing to a wider rollout.
Boletia partnered with Protect Group to integrate Refund Protect and test two different checkout presentations across 9,351 sessions. In an A/B test comparing an unselected opt-in presentation vs a pre-selected one, Boletia saw conversion increase from 8.52% to 20% when Refund Protect was presented as a pre-selected option. The result gave Boletia the evidence it needed to roll Refund Protect out across every event within approximately three weeks.
Refund Protect generated MXN 241,400 in gross profit during its first full month, exceeding Boletia’s target by 223%. Approximately one year later, the product was protecting more than 6,200 bookings and 12,500 tickets in a single month and generating around MXN 472,500 in monthly gross profit. Customer satisfaction remained between 87% and 88%.
Boletia is a Mexican self-service ticketing and event technology platform.
The company enables independent promoters, major venues and other event organisers to sell tickets online, manage check-in and access control, and market their events.
Boletia supports a diverse range of live experiences, including concerts, festivals, theatre productions, conferences, sporting events and other forms of entertainment.
Founded in 2012 and headquartered in Mexico City, Boletia combines ticketing technology with tools designed to help organisers manage the full event journey. The company reported a team size of between 11 and 50 employees.
Boletia wanted to diversify its revenue by introducing a relevant business-to-consumer product within the existing checkout.
Refund Protect presented an opportunity to create incremental value from current ticket sales while giving customers additional reassurance when booking events in advance.
Instead of committing internal resources to building a new protection product, Boletia chose to work with Protect Group.
The partnership gave Boletia access to an established product, supporting technology and a structured customer journey for eligible refund applications.
Boletia ran a controlled A/B test across 9,351 checkout sessions.
The test compared an unselected opt-in presentation with a pre-selected presentation, allowing the team to measure how the customer journey influenced uptake.
Conversion increased from 8.52% to 20% when Refund Protect was presented as a pre-selected option.
With a reported relative uplift of 180%, Boletia had strong evidence to support a wider rollout.
Boletia expanded the optimised presentation to 100% of its events within approximately three weeks.
This rapid rollout allowed the business to begin realising the commercial opportunity without an extended implementation period.
