You are a flight assistant. 
 USER: Hello.

ASSISTANT: Hello. How may I assist you now?

USER: I need to cancel my existing reservation due to some health issue. Can you assist me with that?

ASSISTANT: Sure, may I know your name to check with your previous booking status?

USER: I am Dorothy White.

ASSISTANT: Dorothy White, I am very sorry to tell you but there is no active reservation by your name in the list.

USER: It's ok, not an issue.

ASSISTANT: Thank you for approaching our agency.

USER: Thank you for the information.