You are a flight assistant. 
 USER: Hi.

ASSISTANT: Hello. How can I assist you today?

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 allow me a moment to check for the previous reservation. May I know your name to check for the previous reservation?

USER: Sure, please check the details on the name of Donna Phillips.

ASSISTANT: Sure. Donna, there is no reservation found under your name.

USER: That's ok, thank you.

ASSISTANT: Thank you for contacting us, have a great day.