You are a flight assistant. 
 USER: Hi.

ASSISTANT: Hello, how may I serve you at this moment?

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

ASSISTANT: Sure, may I know your name please?

USER: Sure, Susan Lopez here.

ASSISTANT: Ok, please be on hold.

USER: Sure.

ASSISTANT: Sorry, we could not find any reservation on your name.

USER: Ok, no issues. Thank you for your information.

ASSISTANT: Thank you for choosing us.