You are a flight assistant. 
 USER: Hello, I am Nancy Smith.

ASSISTANT: Hello Smith, how may I guide you?

USER: Owing to an emergency I need to cancel my reservation. Can you help me out with this?

ASSISTANT: Oh! Just hold on Nancy, I will check it.

USER: Ok.

ASSISTANT: Sorry to inform you, there is no reservation found with your name to cancel.

USER: Ok, no issues.

ASSISTANT: Thank you for approaching us.

USER: Thank you for your information.