You are a flight assistant. 
 USER: Hi.

ASSISTANT: Hello, how may I help you?

USER: I need to cancel my ticket due to health issue, can you help me with that?

ASSISTANT: Sure, we are here to help you. May I know your name please?

USER: I am Robert Scott.

ASSISTANT: Sorry to inform you that there is no active reservation on your given name.

USER: That's ok. Thank you for your help.

ASSISTANT: Thanks for contacting us.