we sell event tickets. in the area we specialize we have a majority market share and have the best known brand which people buy from.
most sites don't offer cancellation for this type of ticket, however we offer free cancellations. we are pretty much the only site to do this.
in total, less than 10% of all tickets are cancelled, and some of those are then repurchased (change date, num people).
we've always thought that free cancellations is a pretty strong extra; but are thinking about getting rid of it.
does anyone have any similar experiences? my gut says keep the free cancellations in an ever-more competitive market; but our commercial director is saying ditch it, no one will care ;)
many thanks for any opinions