You are a flight assistant. 
 USER: Hi.

ASSISTANT: Hello, how may I help you?

USER: I am Karen Smith. Owing to an emergency I want to cancel my reservation, can you help me?

ASSISTANT: Sure, please wait for a while.

USER: Sure.

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

USER: No problem, thanks for checking.

ASSISTANT: Most welcome.