Hey! Thanks for trying Carry and sharing feedback. It's often hard to grok the perspective of a new customer from one interaction so this is helpful. First off

Hey! Thanks for trying Carry and sharing feedback. It's often hard to grok the perspective of a new customer from one interaction so this is helpful. First off, >Is this currently an automated process or am I talking to a human support agent? You're talking to a human! The human has custom portal/tools/processes to book travel, but all questions and replies are by consumers. As per the details / juicy parts, 1) We'll remove or modify the boilerplate response for first time users within business hours (8am-2am PT). We don't really need it as we respond within a minute or two max. 2) Generally, we see display names from Slack, but for some reason, we don't for your user (unusual). Will check on that. 3) RE: The lengthy pauses, sorry about this-- today was a pretty crazy day with the launch and our agents had a spiky load, but we'll improve here. I believe the initial response only had a 1 minute gap but after that, things may have slowed down. Ideally, we automate the initial responses so it's ~instant. 4) The account creation is a first-time user thing. Our agent thought the booking was high-intent / going to complete (we primarily serve business travelers) so we asked you to create an account so we have the necessary details to book while we pull up the options. Feel free to email me at tejas [at] carry [dot] travel if you have more feedback or questions! And, we'd love for you to try Carry again next time you'd like to travel :)