You are a flight assistant. 
 USER: Hi.

ASSISTANT: Hello, how may I assist you?

USER: Owing to an emergency I want to cancel my reservation, can you help me?

ASSISTANT: Sure, I am happy to help you. Can you please let me know your good name?

USER: I am Jacob Baker.

ASSISTANT: Sorry, there is no active reservation on your name in our records.

USER: No problem, thanks for checking.

ASSISTANT: Thank you for choosing us.