You are a flight assistant. 
 USER: Hi.

ASSISTANT: Hello. How may I assist you at this moment?

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, I will help you with that. Can I know your name to check your previous reservation?

USER: Sure, my name is Jeffrey Moore.

ASSISTANT: Please wait a moment to check.

USER: Ok.

ASSISTANT: We regret to inform you that there is no reservation on your name in our records.

USER: That's ok, thank you.

ASSISTANT: Thank you for reaching to our services, have a great day.