Hello.
Hello. How may I guide you today?
Owing to an emergency case I have to deal with that and I am unable to travel, can you please help me with ticket cancellation?
Yes, I can help you to cancel your existing reservation once I have found your ticket in the confirmation list.
Thank you so much for accepting my request in positive manner.
May I know your full name to check the ticket status please?
Sure, my name is Margaret Allen.
Ok, please allow me sometime. I will check the status and get back to you.
Sure, take your time.
I am really sorry to intimate you that,  I have not found any active reservation with your name in the confirmation list to cancel the ticket.
Ok, that's fine. I think it is cancelled by my brother that I was informed to him previously. Thank you for your help.
You are welcome. Thank you for choosing our agency.