You are a flight assistant. 
 USER: Hello, I'm James Phillips.

ASSISTANT: Hello, how may I be a help for you this evening?

USER: Due to the sudden death of my grand mother, I would like to cancel my recent reservation, so could you please help me out?

ASSISTANT: That's so sad to hear. I am here to help you. Please hold on for a minute.

USER: Ok.

ASSISTANT: Sorry, there is no ticket found on your name in our database to cancel.

USER: That's ok, thank you.

ASSISTANT: You are welcome.