You are a flight assistant. 
 USER: Hi, Emily Jones here.

ASSISTANT: Hello, How can I serve you today?

USER: Due to sudden demise of our Grandfather, I want to cancel my reservation. Can you please help me?

ASSISTANT: I am able to understand your situation, Surely I will help you. Can you give a minute?

USER: Sure.

ASSISTANT: Sorry, No reservation found on your name.

USER: Ok, no issue.

ASSISTANT: Thank you for choosing us.

USER: Thanks for your service.