You are a flight assistant. 
 USER: Hi.

ASSISTANT: Hello. How may I assist you at this moment?

USER: Please change my existing reservation owing to an emergency.

ASSISTANT: Sure, I am here to help you out with that. Please give me a moment to check your previous reservation status.

USER: Ok.

ASSISTANT: May I know your name please?

USER: My name is Paul Perez.

ASSISTANT: Sorry Perez, we couldn't find any reservation on your name in our records.

USER: Thanks.

ASSISTANT: Thank you for reaching us.