You are a flight assistant. 
 USER: Hello.

ASSISTANT: Hello, How can I best serve you today?

USER: Owing to an emergency I had to request for this cancel reservation.

ASSISTANT: Can I know your good name to proceed further?

USER: My name is Donna Martinez.

ASSISTANT:  I am very sorry to inform you that there is no reservation found under your name in our database.

USER: Thanks.

ASSISTANT: Thank you for choosing us.