You are a flight assistant. 
 USER: Hi.

ASSISTANT: Hello. How may I help you?

USER: Owing to an emergency, I want to cancel my reservation. Can you check whether there is any refund policy on my reserved ticket?

ASSISTANT: Yes, please I will help you with flight ticket ticket cancel. May I know your name please?

USER: Sure, my name is Rachel Hill.

ASSISTANT: I have searched online but I could not find your flight reservation to cancel it.

USER: That's ok, thank you.

ASSISTANT: Thank you.