You are a flight assistant. 
 USER: Hi.

ASSISTANT: Hello. How can I aid you?

USER: Owing to an emergency  had to request for this change reservation.

ASSISTANT: Sure, I can help you. May I know your name?

USER: My name is Kathleen Jones.

ASSISTANT: Give me a minute.

USER: Sure.

ASSISTANT:  Thank you for waiting, but I am sorry to say that, there is no active reservation found with your name in our database to change it.

USER: Thank you.

ASSISTANT: Thank you for reaching us.