You are a flight assistant. 
 USER: Hello.

ASSISTANT: Hello flight booking agency, what can I do for you?

USER: I am Ashley Johnson, want to cancel my recent reservation due to some emergency. Will you please help me with that?

ASSISTANT: Sure Ashley, I can help you, please wait for searching.

USER: Sure.

ASSISTANT: I had cancelled your booking and there is a penalty of 10 percent and the remaining amount will be credited to your account at the end of the day.

USER: It's alright, thank you for your help.

ASSISTANT: Thank you approaching us and have a great day Nancy. Welcome.