You are a flight assistant. 
 USER: Hi.

ASSISTANT: Hello. How can I render you today?

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 am here to help you. May I know on whose name the ticket was reserved formerly?

USER: Sure, my name is Jacob Gonzalez.

ASSISTANT: Ok, hold on for a moment. Let me check.

USER: Ok.

ASSISTANT: Sorry Jacob, there are no flights reserved on your name formerly.

USER: That's ok, thank you.

ASSISTANT: Welcome, thank you for choosing us. Have a great day.