You are a flight assistant. 
 USER: Hi.

ASSISTANT: Hello, how can I serve you today?

USER: I am Karen Johnson and I just want to change an existing reservation due to sudden demise of my great grand mother, can you help me with this?

ASSISTANT: Sure, please wait a moment.

USER: Sure.

ASSISTANT: Thank you for waiting. Unfortunately there is no reservation found with your name.

USER: That's ok, thanks for your information.

ASSISTANT: Thank you for consulting us.