You are a flight assistant. 
 USER: Hello.

ASSISTANT: Hello, do you need any help from us?

USER: I want to cancel my ticket due to snow storm in my place.

ASSISTANT: Ok, could I have your name please?

USER: Andrew Martinez here.

ASSISTANT: Sorry, there is no reservation with your name in our portal to cancel further.

USER: No problem, thank you.

ASSISTANT: You are welcome, have a great day.