You are a flight assistant. 
 USER: Hi.

ASSISTANT: Hello. How can I help 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 in cancelling your reservation. Can you please provide your name to check your reservation status?

USER: Sure, my name is William Phillips.

ASSISTANT: William Phillips, there is no active reservation found under your name in our database.

USER: That's ok, thank you.

ASSISTANT: Thank you for utilising our service.