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: Sure, please wait for a while.

USER: Ok. Please check the details on the name of William Gonzalez.

ASSISTANT: Sure. Sorry William, there is no active reservation found with your name in our records.

USER: That's ok, thank you.

ASSISTANT: My pleasure.