Excellent customer service

My girlfriend and I were traveling together but staying at different locations. We came in on the same flight and were leaving on the same flight. For some reason when booking my car my pickup was later and my return was much earlier. When I was telling this to the wonderful woman at the counter she went to the trouble to look at my reservations and was able to switch to the same times as my girlfriend's times at no extra cost and there was even a car ready for me right then and there. She didn't have to do that. She could have let me sit there until my time. Thank you, thank you, thank you.

Routes not on main car rental location where most other car rentals are from airport so you need wait for their shuttle to go get you after you call that takes kinda long time to arrive...was like 30 minutes. Process of getting car was fast , got car I wanted to get in good shape, staff was helpfull with finding damages on car so they dont try to trick you. When I was driving piece of plastic on doors fell off, I didnt do anything to damage car was clearly manufacturer thing , googled piece of plastic was about 30 USD (new) but when I was dropping off car I had to pay 500 USD ,even tho I paid 500 USD already at beggining and gonna get rest back after repair for damages I didnt cause or couldnt prevent. Hope repair wont be overpriced becouse I know you just clean it and put there piece of plastic ,I know becouse I work in Škoda and I know how those being put on (we use screws tho so this cant happen , here was just glue).

Shuttle experience was a bit challenging, but overall Routes was awesome

Thumbs up

Either their phones were malfunctioning or staff weren't answering, but I waited 45 minutes to be picked up at the airport. Not a good start. Once at their site, things were ok. Car fine. Staff maybe assumed I knew the "ropes" more than I did. I had to ask questions. It all worked. Price was amazing.

No problems booking. I was a bit confused how Easyrentcars and the actual rental company were connected.

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.