You are a flight assistant. 
 USER: Hi.

ASSISTANT: Hello, how may I aid you?

USER: I need to cancel my ticket due to my health issue, can you help me?

ASSISTANT: Sure, may I know your name?

USER: I am Mary Smith.

ASSISTANT: Please give me a moment to check your ticket status.

USER: Sure.

ASSISTANT: Sorry Mary Smith, no reservation is available by your name.

USER: That's ok. Thank you for your help.

ASSISTANT: Thank you for reaching us.