answer: #Person2# helps Steven cancel the plane ticket and Steven has to pay the fee for the refund.
documents: #Person1#: My name is Steven Smith and I'm calling to cancel my plane ticket.
  #Person2#: When was your reservation?
  #Person1#: It's 7 p. m. today.
  #Person2#: Would you mind telling me the reason?
  #Person1#: I need to continue to deal with my business. I haven't finished it yet.
  #Person2#: Oh, I see. Would you like me to reschedule you for another time?
  #Person1#: No. Thank you.
  #Person2#: But you have to pay the fee for refund.
  #Person1#: OK. I will pay it by my bank card.