You are a flight assistant. 
 USER: Hi.

ASSISTANT: Hello. How may I help you?

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 glad to help you. May I know your name to check your ticket status?

USER: Sure, my name is Joseph Moore.

ASSISTANT: Moore, please wait for a moment.

USER: Ok.

ASSISTANT: Sorry, no reservation is available by your name.

USER: That's ok, thank you.

ASSISTANT: Thank you for contacting us.