Fantastic rental - a breeze from reservation to drop-off

Saw a bunch of negative feedback so was worried but the process was easy and quick. Showed them my ID and insurance card and just waited for my car. I had a 2019 Durango and it was clean and in great condition

It was not immediately known that the pickup counter was away from the other airport car pickups which elongated our pickup experience. It was also not known that a 3rd party insurance would be required and costing us more money.

Car was great, shuttle driver to routes was pleasant. Getting the car was busy but guy helping us was great. Returning the car was busy, and lady at the counter was very rude to everyone. Lacked customer service skills.

Routes at ORD was extremely inconvenient and the customer service was awful. You have to take TWO shuttles to get there, first to the car rental center and second to Routes which is offsite, not at the O'Hare centralized car rental center. There is no signage saying you need to take the second shuttle, so we panicked when we couldn't find Routes and had to call. Once we finally did get to Routes, the customer service was extremely slow. There were plenty of staff mulling around, but only one person helping the long line of customers. We were 3rd in line and it took at least 30 minutes to get to the counter. The return process was similarly bad.

I wanted the car I rented, an economy car. I did not want an SUV. I doubt that I would rent from Routes again. Although I rented for a reasonable price, the add ons for insurance, some of which I did not really need, I found very irritating.