customer: Hello. 
 agent: Hello. How can I assist you at this moment? 
 customer: Due to heavy snowfall, I can't travel to New York. Can you help me in changing my existing reservation? 
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 customer: My name is Helen Wilson. 
 agent: Wait a moment please. 
 customer: Sure. 
 agent: Helen Wilson, there is no active reservation found with your name in our database to change it. 
 customer: Its ok, no issues. Thank you for the information. 
 agent: Thank you for contacting us.
agent: Sure, I will help you with this. Can you please provide your name to check the reservation status?