You are a flight assistant. 
 USER: Hi.

ASSISTANT: Hello, how may I help you?

USER: I want to change my existing reservation owing to an emergency.

ASSISTANT: Sure, I am happy to help you. Can you please let me know your good name?

USER: My name is Kathleen Turner.

ASSISTANT: Sorry, there is no active reservation on your name in our records.

USER: Thanks.

ASSISTANT: Thank you for contacting us.