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Routes Car Rental at Chicago O’Hare Airport
Customer Ratings and Latest Reviews
Because we want to make sure each review listed here is left by a real customer, we don’t have an option to post a review here. Instead, we ask each and every customer to leave a review after they return their rental car. This way, you know that all reviews are authentic, verified, and trustworthy.
Pros: Service was good and speedy, they were transparent about everything, I never had to wait for service (part of that was luck with no lines, but they had several people working so I'm sure it wouldn't have been a long wait otherwise), the shuttle was timely in my experiences, the directions were transparent about how to get to the shuttle, car was in great condition and was what I expected
Cons: Nothing. While it stinks that it's offsite, it is great that they have the shuttles and are transparent about how to get to them, so I can't complain about that
Pros: Quick service - had my rental car within 5 minutes of me going to the desk. When I returned the car, the rep was awesome and let me know that the fuel is not what it should be and we would charge, unless I went and filled up a little more gas. I did took a quick 10 minute trip to fill up gas and would up saving me about $30!
Pros: Great location and great service.
Pros: worst experience with Routes in my whole life dealing with car rentals.
Cons: They were rude. Not happy for booking through discover rentals. Refused to give me car for not having a return air ticket. I told them clearly that I didn't see about the having return air ticket on discover rentals.
Pros: Did not receive any service! I canceled in plenty of time but the charged my credit card and will not refund my money!
Pros: Young lady over there, she got rude behavior to us , she can could be polite , if she doesn’t like her job , you need to talk with her for motivation , also we waited too much in airport and shuttle instructions not enough, you need to put sign something
Cons: Young lady over there, she got rude behavior to us , she can could be polite , if she doesn’t like her job , you need to talk with her for motivation , also we waited too much in airport and shuttle instructions not enough, you need to put sign something
Pros: Smooth transaction
Cons: Desk representative be more courteous
Pros: New cars
Cons: the people at the desk are not friendly and uncooperative, especially the hispanic guy, very poor customer service.
Pros: Process was efficient and car was very clean
Cons: Only one agent was checking out customers.
Cons: The rep did there job but honestly it felt aggressive with all the photo of car, lecture about ez pass, traffic tickets, I own and drive way nice cars than are on your lot and I felt like you treated us like a criminal who was going to destroy your car. The other car we have rented seemed much easier.
Cons: The guy who checked us in was also really rude to the other folks checking in. The lady was getting defensive. I almost told him I am sorry you had a bad day. It was clear the 3 men working at the desk were not happy with their jobs. We were told the Jeep was all they had available for rental. Although it ended up being a nice and clean vehicle, it was noisy and the only way to get navigation was by plugging in my phone to the car.
Pros: Great customer service.
Cons: Vehicle on the outside was not clean.
Pros: Nice front desk, and good car rental experience.
Cons: This is the first place where I had to show my local car insurance policy plan. Most other countries have not had that as a requirement, so making it very well-known before getting to the pickup would have been useful. Also, the instructions on how to get to the Chicago Routes was out of date and sent us in the wrong areas (info was sent via Bookking.Com). Please update this! It talks about going to get picked up by a shuttle when you arrive, but that is not the case.
Pros: car was clean and in decent shape
Cons: Desk clerk's performance and lack of customer service attitude.
Cons: The employee who first tried to help us out with our rental process did not seem very nice when helping us out. Not at all engaged. When we got our vehicle, the vehicle had all types of defects to it. On top of scratches and some damage on the outside, the inside of the vehicle was (respectfully) pretty filthy. There was trash trapped in the buckles of where the seat belts click and snap together. Small pieces of trash on the car floors. The car's tire pressure never turned off. I could say more
Pros: High end cars
Cons: picking up the car was somewhat confusing getting from the airport.
Pros: very quick, efficient and reasonably priced. Also I got the car I rented and not a substitute.
Cons: As a first time customer I was worried about the extra time needed and how to get to the rental site since it is not co-located with the other rental agencies. Ultimately it was very easy and not too time consuming, rather it was just the unknown as a first time renter.
Cons: Told me that I couldnt have a car rental for greater than 14 days despite the fact that I confirmed a 15 day rental
Pros: Car served us well and was clean and in good working condition. Complaint: The instructions for getting to Routes from ORD was completely crap. It took me 2 hours from the time I got off the plane to get my car because the instructions led me astray.
Cons: More specifically, the instructions said to wait outside a particular door for a shuttle. There are 3 separate curbs at that door. There was no signage anywhere for shuttle pickups. I wandered around for 15 minutes, trying to figure out where to meet the shuttle. Finally abandoned that futile plan and went inside and took the train to the car rental building. Still no agency! Instructions said to call a number (rang 50x to no avail) and someone would come to door 3 to pick me up. No answer!
Pros: Car was in good condition
Cons: The waits for pick up and drop off was ENORMOUS
Pros: Used to love this place until the worker stole my fanny pack.
Cons: The worker who cleaned or checked out the vehicle stole my fanny pack. I took it off and put it on the backseat floor out of habit when I got in. I called a half hour after I dropped the vehicle off and poof, it was not found. I hope the $40, gray comb and chapstick was worth it. You win!
Cons: Required proof of insurance and if not, required to take their insurance- money grab
Cons: 1. Information I provided when reserving online I had to present again at the rental center 2. Bait and switch: I reserved a specific type of car and got stuck with a Jeep that was uncomfortable and difficult to drive.
Pros: At the drop off, the shuttle waited for me to check out before leaving, which I appreciated
Cons: Lady at counter incredibly rude. Also the additional fee for toll (vs finding routes that avoid toll) is criminal.
Cons: They scammed me
Cons: Didn't seem overly eager to assist me this time. Not usual for your staff.
Pros: The rental process was as expected. No funky, new-fangled ways if doing things that don't make sense.
Cons: The shuttle bus location at O'Hare wasn't straightforward to find. I had to ask a bunch of people on the way there for directions.
Pros: Please clip and drop off we’re easy.
Pros: The agents were very attentive and friendly
Pros: Great car great price.
Cons: The email didn't say that I needed to find a van with the logo Routes on it to get to the rental car bldg. The transport van to get there was small and not very nice.( The one that took us back to the airport was really nice. )
Pros: Felt like it offered considerable savings over the more popular rental agencies. I was told that it would be mandatory to add $14/day for insurance once I was at the counter.
Cons: Getting to Routes was logistically difficult. Once I got in to O'Hare, having to get the additional shuttle from Rental Center was confusing.
Pros: Great service but arrived a bit early for pick up because plane landed earlier and they made me wait an hour or pay for additional day, that was very disaapointing but I would still recommend them for sure
Pros: Poor and never use routes cars. And diacover cars
Cons: Force to buy insurance and make a complicated and force to buy insurance.
Pros: The agent are not friendly and not informative enough
Cons: We were at Ohare and the recorded message for evening renters told us to take a white bus to the rental car location...then another shuttle to Routes. The recording was inaccurate...we had to take the train to the rental car after standing outside waiting for the bus for half an hour. Once we got on the train, we waited for a shuttle....finally it came but it was a minivan and there were 10 of us waiting. We let the other family go first..and had to wait another half hour for the next shuttl
Pros: Route is horrible. I will never never never rent from it again. They are a scam.
Cons: I will definitely not rent from Route again. I rented a Kia Sorento SUY but when I checked in they said that no car was available. But if I pay $10 more then I would get a SUV They gave me a 2020 Jeep Wranger with 40000 miles. I think this is a scam. The car that was given to me needs wheel alignment as it was wavering when being driven. The car was dirty and smelly. I was asked to sign an inspection report before I can even see the vehicle. And then I was forced to buy additional insurance.
Pros: The price and the man that helped me was friendly
Cons: That he wouldn't communicate with discover on my behalf for a partial refund
Pros: It was not busy. Fast service.
Cons: You needed two transfers to reach the of campus facility. There was only one option for a car choice by the time we got there. The car we reserved was gone.
Pros: It was a great value. We got a small SUV for less than I would’ve paid for an economy car with Enterprise.
Cons: We had warning lights for the oil and the tires on when we picked up the car. Because we need to get going, we couldn’t stay to take care of these things and so just continued on hoping all would be OK.
Pros: I liked the low price
Cons: The representative was deceiving by telling me I would not be charged for a second driver. I was charged 37.50. Representative name Reiju.
Cons: They wouldn't acknowledge the insurance I paid to Discovery for this rental. I had to show my own personal vehicle insurance in order to rent, or pay for theirs.
Cons: Pick up time waiting for shuttle at OHare
Pros: Shuttle took us directly to airport. Service desk people were friendly.
Cons: It takes a few days to get your deposit back.
Cons: The rental car agency did not hold my reservation when my plane was late and I did not get a rental car. Then, Discover Cars refused to give me a refund based on their policy of a non-refundable fee. No person should rent from Discover Cars.
Pros: The car was ready when we arrived. Note: after we departed the rental car location, we realized that the passenger side sun visor was broken. And along our trip, when we went to use the windshield washer fluid, the reservoir was almost completely empty, so we had to buy fluid at a gas station to refill the reservoir
Cons: Our interaction with the "customer representative", by the name of Nyla Hudson (if that is her real name since she didn't show us her ID), was the WORST customer service experience we have EVER had. She was completely rude, never made eye contact with us, slurred her words as she rushed through all of the "fine print" details of the rental. She acted as if we were bothering her, and gave us attitude when we simply asked a couple of questions. She DOES NOT belong in customer service!!!
Pros: The car was nice.
Cons: The instructions to get to the rental counter from the airport were wrong and it took a long time to actually get there. Once arrived, the staff were slow and the line took 25 minutes despite being 4th in line
Pros: I will never recommend anybody, car was in bad shape, the windshield was not working
Pros: the shuttle to and from the airport. Although DiscoverCars instruction for getting picked up are incorrect.
Cons: Service people were rude, we did not get a combarable rental to the one we had reserved.
Pros: The vehicle we rented was new, very clean and we enjoyed it. The price was great, and the service was fine. Check in was a lot easier than check out, but that was OK.
Cons: The directions to get to the off-airport location were DEAD WRONG and need to be updated. We fumbled around at the airport for a long time and made a couple of calls to the company in order to figure out where we needed to go. Not everyone travels through O'Hare regularly and the directions were outdated. You do not get to the off-site companies in the same way you used to.
Pros: Shuttle drivers were very nice. Shuttle was clean and comfortable.
Cons: Directions to get from the airport to the facility were outdated and difficult to follow.
Pros: price and types of cars
Cons: the set up at ORD was awkward and timely. Not Routes fault though
Cons: I received the car with 3/4 fuel and returned with full, no credit was given :(
Pros: The service man Juan in Chicago
Pros: Ease of use
Pros: Vehicle started up and was a very unique selection as it had red interior. Vehicle had upgrades such as all around sensors and rear cameras.
Cons: Due to the snow, front windshield had a lot of streaks.
Pros: reasonable price
Cons: poor service provided for customers to return to airport terminal. very long wait
Pros: Easy and quick
Pros: Nothing. Service was terrible, credit-card-only policy at the desk was not stated prior, and they were very unhelpful in finding us a solution. They told us to "go where debit is accepted". She also said we could use our prepaid rental reservation at the main rental car location near O'Hare, which was not true as Routes does not even have a desk there. We were unable to get a refund because of our wasted time that put us past the scheduled car pickup time. Absolutely useless.
Cons: Everything. It was a terrible experience.
Pros: Nothing scammers
Pros: Nothing, it was a bad experience
Cons: You required far too much information at rental pickup, your location is terribly far away, the confirmation email had inaccurate information about the shuttle location, you didn't have a car available that was even close to what I rented and prepaid for
Cons: Having to take a second shuttle to get to the pickup location and requiring insurance during pickup. Both of these were not communicated ahead of time. It also took very long to get signed in to get the car. All this was not expected and added travel time that I had not anticipated.
Cons: Hidden fees.
Pros: I forgot her name, but the representative that served me when I picked up and dropped off the car was phenomenal. She embodied excellent customer service. I also interacted with a gentlemen. He also brought joy to the experience.
Pros: service agent was helpful telling us about red light cameras and traffic laws that we needed to be aware of
Pros: I liked the employees, and the shuttle pickup from Routes to the airport.
Cons: I didn't like having to go to the rental car area from the airport, then call another shuttle to get to Route. The car I was given was functioning ok, but it had been damaged, with paint scraped off (scraped with a key?) and several dings. I believe the windshield had a small crack from a stone when I picked up the car, but it was so small I didn't see it when I assessed damage to the car when I first picked it up. I was charged for that damage.
Cons: Waited over 30 minutes for shuttle pickup to go to rental agency
Pros: Never again
Cons: Never again
Cons: This place is a total scam. They did not give me a car. I had to go to Avis to rent a car because this company would not provide the car I rented.
Pros: The car had a bad smoking smell
Pros: Good price and easy return.
Cons: Difficult and time consuming pickup and insufficient review of car by agent before leaving car rental agency.
Cons: Poor service. Asking for documents never mentioned in the contract. Forcing me to buy insurance.
Pros: Service was fast and there was always someone present to take the call.
Cons: Representative did not seem to be interested in helping with flat tire. They kept telling me to google and find the road side assistance despite me willing to pay. They told me to replace the tire and deal with insurance directly rather than help with car swap and tire replacement. In terms of cleanliness, cabin was clean in general but when I was pulling the spare wheel, I found chicken bones and other trash in the spare wheel area.
Cons: They told us we needed a return flight and were incredibly rude about it. When we offered to book one on the spot they told us that wouldn't work. They were totally uninterested in helping out.
Pros: Nothing. Worst place ever to rent a car. Never renting a car from them again.
Cons: I didn’t like anything about them
Pros: Good price, good service
Cons: OHare airport transportation to the rental center
Pros: Excellent vehicle at a great price. Quick, friendly service.
Cons: Having to take an additional shuttle to get there (although the process of doing so was smooth). Vehicle had a turn signal bulb out when we picked it up.
Pros: I didn’t get my rental but the representative was quick and polite.
Cons: They didn’t give an alternate option due to me losing my credit card. But that’s not their fault.
Pros: Terrible service. Ridiculous rules (we only needed a car for part of our trip so we didn’t get given the car).
Cons: Hidden fees, seemed like a scam and weren't straightforward. Charged once to rent the car and then charged essentially the same amount again to "directly pay them".
Pros: That I will never have to deal with you again.
Cons: VERY slow shuttle service. Waited 45 min for the shuttle That was supposed to come every 15 min.
Pros: They are professional and courteous
Cons: When I returned the car, one driver was on brake and one was at the airport so had to wait 20 minutes for the shuttle to the airport. the staff there is so professional and nice, the cars are clean, I will rent from them again.
Pros: No help at all, couldn’t even get me a phone number to contact customer service.
Cons: Horrible experience, and they will take your money and give you nothing in return.
Pros: Excellent job all around. Friendly service, efficient getting the job done.
Cons: Nothing. Can't think of a single thing.
Pros: Shuttle bus. Type of rental car.
Cons: A lot of restrictions like credit card only, tolls and insurance. Service was extremely slow as well, both pickup and return. Rental car lot was also very far from the airport.
Pros: Great customer service
Pros: Got a nice upgrade to a Jeep. Rep was helpful
Cons: Service was good but somehow feel like the whole experience was not on par with other big rental agencies like Enterprise
Cons: Hidden costs! I'm still waiting for my security deposit.
Cons: It’s 2021. The fact that they wouldn’t accept debit or cash for a deposit on a PREPAID IN FULL car is ridiculous!
Pros: overall value for money
Cons: Time spent to pick up/drop up the car
Pros: I didn't have the car waiting for me. The rental company didn't honor the rental agreement and you guys don't provide the support that you have promised. Horrible experience
Pros: It was cheaper than most.
Cons: Hidden fees. Distance from airport.
Cons: Would not rent car to me cause I was an Illinois resident. Did not see that in the fine print! They told me they do not rent to Wisconsin, Illinois, or Indiana residents. I pre paid and no refund as of yet!! Very disappointed
Cons: We rented a SUV (Rouge) and the agent told us we were getting a jeep wrangler, not a SUV type jeep cherokee. My wife pointed this out and the agent just said "that's all we have." He should have offered alternatives or said the SUV is just pulling in, it will be 15 minutes to get it ready for you or something like that, but he was abrupt. The jeep was hard to get in and out of and as we did mostly highway driving, it was a rough loud ride.
Pros: Professional and knowlegable and helpful
Cons: Difficult to access.
Pros: nothing took my own uber and paid $27.5 because it would take me another 45 mints to get my card
Cons: they put you to the corner to pay them dally lability even if you have it on the card without supplying you car lability, they are scammers
Pros: I did not get the GPS I paid for, but the rental car was great.
Cons: They were very slow, argumentative and unpleasant.
Pros: the price.
Cons: the service, the agents, the shuttle.
Cons: Terrible customer service
Pros: Overall the service was good but they were very busy so if you are person who likes that extra attention you may not like it.
Cons: The drop off was one of my concerns because there were some things I overlooked when renting but it seemed to me that they weren't to worried unless it was something very obvious. Overall good experience.
Pros: I didn’t get the car. Service is terrible.
Cons: Lack of small car options, time it took to get a shuttle to the car rental location.
Pros: Great price, friendly service. Answered all of my questions
Cons: Tryin to get there from the airport. You first have to try and figure out how to find the shuttle at Ohare to get to the rental cars. It wasn't very easy.The shuttle takes you to a building with all of the rental car agencies- well most of them. After you walk the entire building you will find that Routes is not there and then you will need to get another shuttle to Routes which is not at the airport. Its probably not a big deal if you know Ohare airport. I didnt!
Pros: Fast and friendly
Cons: Rental site not on airport car rental property
Pros: Cheap Rates
Cons: Needed credit card to pick up rental even though I prepaid and the did not issue a refund. Robbed me blind.
Cons: Everything. The man at the desk had his mask off, husky white male. The woman was rude as ever.
Pros: The return was fine but the beginning completely overshadowed the return experience.
Cons: It seemed like a good deal until I wasn't able to get my car or get a refund because of stipulations hidden in the Terms & Conditions: I didn't know I had to have a flight booked to get a car, only that I had to be an out-of-state resident
Pros: the shuttle drivers were friendly
Cons: I was surprised that we had to take an additional shuttle, but that was on me for not reading the agreement. Is it possible to put up a sign with the phone number addressing this in the rental terminal? I was worried (at first) that I had rented the car offsite and had to get there myself. Otherwise, it was a pleasant experience.
Cons: I had to wait an extra 30 minutes to get picked up by the shuttle because the one I originally was going to get on, left without me.
Pros: easy pickup and drop off, helpful agents and awesome service
Pros: The gentleman at the desk for pick up was extremely courteous. It was actually the easiest and nicest car rental experiences I’ve ever had. And we have rented cars all over the world!
Pros: Decent/relatibely fair price I liked the car, and it was in good condition.
Cons: Shuttle to 2nd facility Slight inefficiencies in pick-up process
Pros: Clean, newer vehicle. Easy pick-up, drop-off process.
Pros: Low price for good quality
Cons: Two shuttles to get to the facility.
Pros: The front desk is not very personable. They lie straight to your face when they downgrade you and tell you they upgraded you.
Cons: They should have given me a real upgrade if my car was no longer available, instead of lying to me and tell me that i am getting an upgrade when it is obviously a downgrade
Pros: fast, easy, and cheap
Cons: they didnt wash the car before giving it to me. the outside was full of salt.
Cons: Customer service very slow when picking up car , Almost took Me One and Half hour to pick up the vehicle
Cons: damaged ,dented car body
Pros: Customer Service and Vehicle options/cleanliness
Cons: They were great
Pros: The service was good.
Cons: I had to take the car back, I drove off and noticed right away that read something about the brakes but when I took it back she assure me that everything was fine and made a note of the issue
Cons: Took 45 minutes for the shuttle to show up..
Pros: Good car for the money.
Cons: Very poor and long pickup process and multiple shuttles to get to the car rental location.
Pros: The price matters at these strange times even more
Cons: I did not know I have to travel to a different location from rental car building to pick up the car
Pros: good car, best price
Cons: additional hassle of proving liability insurance as part of renting car
Pros: Representatives are friendly, drop off is fast and quick.
Cons: Location at Chicago O'hare airport.
Pros: Quick assistance.
Pros: Good prices
Cons: Without modern technologies!
Pros: Nice, fast, efficient service.
Cons: Everything was fine.
Cons: Unclear terms.
Pros: employees were very helpful and value was terrific
Cons: a little out of the way but worth it
Cons: Wait for their shuttle to pick up car
Cons: Staff were extremely rude and unprofessional.
Cons: Dirty vehicle, gas tank not full upon rental start, damage waiver stipulations unlike any other rental company. Car Chinese (non oem) tire flat on toll road, roadside service my problem, however no spare tire, tools or lug wrench. I can do road side service myself, but they need to rent vehicles with items in owners handbook. Phone clerk, said my problem, should of paid their upcharge damage waiver fee. On hold over 30 min. I finally hung up. I got 1st hand view of their operating procedure.
Pros: Efficient and friendly.
Cons: Wasn't expecting to have to provide my car insurance policy #. That could have been a big negative for me had I not been able to reach my husband right away. It was the first time I was asked for that when renting a car. If it hadn't been for my husband who supplied me with that info quickly and I had to wait a while until I reached him or my company, that would have been reason for me to never rent from All Routes again.
Pros: Direct shuttle back to airport after drop off
Cons: Pick up took two shuttles and counter employees were rude
Pros: Customer service
Cons: Kind, quick and clear
Pros: The rental car service, interactions with staff, clear instructions, drop on/off service.
Cons: The double shuttle bus ride to the actual car rental service was a bit too much - but nothing crazy.
Pros: Loved the upgraded car I got with the late model Nissan came the adaptive cruise control to make driving in rush hour traffic a lot easier.
Cons: Inconvenient location and VERY slow service
Cons: The car I received got a fast leak the first day I had it on the back passenger tire. I had to replace it in another city, and as of right now, was unable to get it reimbursed by my credit card company insurance.
Cons: one outlet, needed to change my car for a smaller one because my mother could not get into the one I had. this process was complicated because they would not reserve an exchange car for me, requiring me to drive to the Ohare sole outlet and take a chance that they would have not given away the car I needed.
Pros: The return to the airport was directly to the departures terminal.
Cons: I had to point out the damage on the car, including a chipped windshield; the guy at the desk was terse - frankly, it felt like he was taking a police report. The car hadn’t been washed, although the interior was decent. It took a while to get a shuttle from the terminal.
Pros: Very clean and nice car, good price, very efficient drop off.
Cons: Long distance and a very long time between landing and getting my car, long line at the rental center due to under staffing. Took up way too much time to pick up my car.
Cons: See my comments above.
Pros: NO COMPLAINTS
Cons: The shuttle driver who drove me and several others from the airport to the rental car place was watching tv on his phone with his AirPods in the whole drive over!!!!
Pros: Friendly staff, try to get all customers in and out quickly
Cons: The Nissan Rogue that I had rented came with a damaged backup camera
Pros: Quick shuttle.
Cons: Long wait at rental desk.
Pros: Reasonable rates.
Cons: Employees were very rude and unprofessional. Both shuttle drivers and counter employees.
Pros: quick and easy and matter of fact service
Cons: two shuttles from airport
Pros: They gave me an amazing upsell vehicle
Cons: Getting there takes awhile
Pros: Nothing! This Was a SCAM
Cons: The employees were all rude and uncaring especially the manager! She was totally unprofessionally and should not have the job she has!
Pros: Very bad experience. I paid but I was not given the car. Sneaky rules that are not prominent enough for people to know and people get caught in it.
Cons: They refused to rent me the car. I paid but no car rental
Cons: Very rude, long waits, car dirty and then charged me $110 for gas.
Cons: So far located and do direct pick up from the airport
Pros: The shuttle was running slow.
Cons: This company is a scam beware. They will charge your credit card a month later for charges. Then they will give you the runaround to find out what the charges are for. WATCH YOUR CARD OR CANCEL YOUR CARD AFTER RENTING FROM THIS COMPANY.
Pros: From the beginning till the end everything was good !!! I really recommend you guys !! I loved the Jeep I got
Cons: I just think for the future you may need an extra shuttle other then that everything was great
Pros: Can be a bit slow at the counter, not that the reps are slow but the process is old style
Pros: The Dodge Durango I rented was one of the best cars I've driven in living memory.
Pros: Rude and disorganized. Shuttle unpredictable.
Cons: Car was dirty and not filled up with gas
Pros: The people that worked at Routes we very nice. It was an easy process and very affordable.
Cons: When returning the car there was a very long line and only 2 people working the counter.
Pros: The rental agents were attentive and thorough once we were being helped.
Cons: The shuttle to get there took a long time to arrive and didn’t have capacity for all the customers.
Pros: Fast shuttle pick up. Competent and friendly representatives. No upselling.
Cons: I was surprised that I had to provide my insurance number at the counter. I haven't rented a car in a while. Maybe this is normal.
Pros: I like the cars offered, and good rates.
Cons: The pick up process is always a bit slow, and this time the car was filthy when I picked it up. Crumbs in front and back, generally dirty all over, and the windshield washer fluid light was on, and I had to buy a gallon fluid to drive it.
Pros: Absolutely nothing. They took my money and provided no service
Cons: The representative I spoke to said it was “probably” in their terms that I needed a flight to book a car here but couldn’t find it. I did not get a rental car even though I reserved and paid for one weeks in advance. I did not get an apology or even a good explanation. This is the worst company with the worst service I have ever experienced. What a terrible business model. I will never give them my business again and will discourage everyone I know from doing so as well
Pros: Nothing apart from the new car that I rented.
Cons: Terrible customer service. Very unfriendly, rude , unprofessional employees. Plus it Took too long to get the car and drop it off. . Having Routes on your website is not doing you. service. Shuttle service from airport is terribly inconvenient. You should consider removing them from your list.
Pros: Drop off was ok- and while it was off site- we did not have to wait too long for the shuttle
Cons: The wait was long- especially when picking car up at night.
Pros: excellent value
Cons: extra step to get to pickup
Pros: Not anything of note.
Cons: See above, pasted here so you don't miss it: We had an extremely long wait to get our car, standing in line for >45 minutes. This didn't appear to be a sporadic or random event given that when we returned the car those waiting to pick their cars up were having to wait at least as long. Also, it was a bit confusing knowing how to get to the Routes Rental office to get our car - that information should have been clearly articulated to us when we made the reservation. That said, returning the c
Pros: It's cheap. Also, a massive thank you to the guy at the desk who checked my car back in. Fast, helpful, friendly and refunded me the $7.95 for the scraper I had to buy, because there wasn't one in the car.
Cons: I was told to wait at Door #3 at the Rental Car Centre, but it should have been STAND 3. So I missed the first bus, and my balls were frozen solid by the time the second bus arrived.
Pros: excellent value, convenient shuttle from pickup to airport, nice car with free upgrade
Cons: picking up and especially dropping off took a long time
Pros: Very short line at counter to pick up and return car.
Pros: There was no service. It was horrible. It took 1.5 hours from the shuttle center to get the car.
Cons: Read the top description. It could have been a great experience with better managing.
Cons: Didn't get the car I asked for and it ended up costing much more than what it seemed when I booked it. Immediately had to put gas in the car and it smelled very badly of cigarette smoke.
Pros: Car was OK
Cons: They were very slow (it took my two hours to pick up my rental car) and I had to buy suppelmentary insurance for the car, even though I had already purchased some online. This was deceiving and sneaky by them
Pros: Great rental.
Cons: Nice guy!
Pros: ... hard to come up with a positive.
Cons: Car provided never car selected at reservation, Insurance is not required for reservation but required at pick-up, reservation non-refundable, at an off-site location. Incorrect pricing listed on website. shuttle drivers berate you for not tipping them (or tipping them enough) even though you have to take multiple shuttles to get there from the airport (including an airport bus that does not harp on you for tipping) It's a shady business that is set up to intentionally take advantage of people
Pros: Good initial booking rate and helpful voucher system.
Cons: Peculiarities of this particular rental company were not made clear during the booking process.
Pros: They're inexpensive.
Cons: They have few desk staff; it takes a /very/ long time to pick up a car.
Pros: I like the simplicity of it all. I've rented there before so all my information is in the system which means renting again is less time consuming. The agents are great which is what you need when you're coming off a long flight. The cars are clean and in excellent condition. Overall I like everything about the Routes Car Rental experience,
Pros: Very friendly and hassle free pickup and drop
Cons: It’s little far as you have to change two shuttles.
Pros: excellent value
Cons: some extra time getting to site
Cons: Cannot think of anything!
Cons: The van used to pick us up and drop us off was in miserable condition and driver wreaked of cigarette smoke after making 8 of us sit in the van for 10 minutes while he went back inside. Car was given to me with about half tank of gas making it hard to bring back with same level of fuel. Brought it back about a quarter tank more full but no discount given back to me. Also turned in car almost a full day early and also no discount given back to me. Would have been nice gesture.
Pros: The rep that checked me in was nice.
Cons: Upcharge for insurance was not expected. Secondary van ride from car rental transportation center took more than 30 minutes and some folks had to wait for the next van, though there only appeared to be one van. The office seemed unprepared for the number of renters although we were all coming from airport, and the office should have some sense of customer volume by time of day.
Pros: Ease of rental, good location, great rental rate.
Cons: Hated the fact that your policy is to return the car with the gas tank at the same level as when you rented. My brand new Jeep was empty, so I had to immediately find a gas station to get gas before I could go anywhere.
Cons: They try to sell us i pass without tellong all the details
Cons: Drop off inefficiency
Pros: Great service from all the staff and vehicle was prepared for us ready to go.
Cons: Fuel was on empty when picked up but counter staff directed us to convenient gas station around the corner.
Pros: Friendly helpful staff.
Pros: Car was in good condition and the reception was friendly.
Cons: Took wayward too long for pick up at the airport
Pros: Little slow on getting the vehicle, but there were lots of people there renting at the same time. But overall really friendly staff, and the condition of the rental was amazing! There was an issue with the first vehicle, but they didnt hesitate to upgrade to a higher class of car!
Cons: Like above, little slow in getting the vehicle, but understandably busy at the time.
Pros: trip back to airport after turning car in was quick and smooth
Cons: took shuttle from ORD to rental place, then had to wait an hour to get picked up from there to go to where the Routes cars were... made me late....
Pros: The car cleaner on 9/21 was wonderful! The shuttle driver on 9/24, 8-9 AM was exceptional! The car was new, very clean. Please take notice of dislikes. I was absolutely APPALLED at inefficiency & disregard for customer's schedule! No common decency whatsoever! Drop off process was unnecessarily cumbersome, and having us wait in LONG line of more time consuming rental customers was ludicrous, as all they did was mark a paper! Curb guy can do that! Consider add'l training for clerks to improve!
Cons: We were only 5th in line at 1 in the AM but waited 2 1/2 HOURS! The clerks behind desks moved EXTREMELY SLOW, I've never seen the like! It's like they were TRYING to take up as much time to do as little as possible! One lady with rows of braided hair was unbelievably rude and hostile on 9/24 at approx 8am! I have literally never seen such slow moving, inconsiderate people. The counter employees should be made to understand how their behavior infects others and causes anger and resentment.
Pros: Very friendly and good service.
Cons: Its little far, the pickup time is more as they have separate facility. If they can directly pickup from airport then it will be really very helpful. This will give them a big edge over others as their rates and service is unbeatable.
Pros: Service picking up overall was good.
Cons: Rude staff upon drop off. Long lines and no one moved people efficiently. Whenever wanting to ask a question out of line, they would yell and say to keep your place in line and wait your turn. This is advertised as airport rental and we took 2 shuttles to get to it. It is not where the other airport rentals are.
Pros: The car was great. It was nice and clean. I've had very dirty rental cars before so it was great to have something I felt comfortable in.
Pros: Once I arrived at the front desk, the service professional was very efficient, and made the process fast and simple
Cons: I didn't like that the rental center was 8 minutes away from the airport rental car center. That was 2 shuttles I had to catch, and I was pressed for time. I would have appreciated that information in a highly visible place when I first booked. Also, my car insurance policy number was needed which i didn't have. This is another issue that should have been communicated in a visible way before I left on the flight.
Pros: Nothing, really. Their agents are SLOW and understaffed. You have to take a shuttle from the airport car rental to get to Routes and the drivers openly beg for tips.
Cons: We were given a minivan that had a 2 ft crack in the windshield and a busted side mirror. Not safe at all. We were exhausted from a long day of travel - otherwise I’d have said something there. Do not recommend.
Pros: The price
Cons: The poor customer service at the desk The distance and we needed to wait for two vans to get to the site Insufficient information ahead of time re: proof of insurance
Pros: Very affordable
Cons: The shuttle service to and from the airport was very slow. The office was filled w/ frustrated people in long lines. When I took the shuttle back to the airport, the driver dropped off passengers at the airport terminals but wanted tips to do so.
Pros: My personal transaction with your company was smooth and efficient. I also received a free upgrade because they didn't have the compact that I had reserved.
Cons: The time spent picking up and dropping off the rental was exceedingly too long. They should have a line dedicated to rental returns that would assist with pick ups when no one was there to pick up. They also should have more people assisting with the pick up rental transactions. I'm glad that I didn't have anything scheduled for the day of pick up!!
Cons: Took one shute after a long flight only to wait for yet another shuttle then spent 40 minutes waiting to pick up the car.
Pros: excellent value
Cons: takes a little longer to car, due extra step of shuttle from rental facility
Pros: I like the Jeeps.
Cons: I said it above. For a repeat customer, it should be an easier process. It was still chaotic for everyone in line. Everyone just looks at each and rolls their eyes, like can you believe this?!
Cons: The car I received had clearly been in some sort of accident and was dented all across the rear bumper as well as numerous other marks. The spare tyre was also missing. Picking up the car was such a slow process, I waited around half an hour for 3 people to be served in front of me in the queue
Pros: easy and friendly
Cons: needing to take an extra shuttle to the pickup location
Pros: Friendly and helpful staff!
Cons: no complaints on the service; would help to put down clearer email instructions on shuttle pick up and times. In particular, I was expecting to see a sign for Routes at the O’Hare rental center; I had to call the front desk to verify where exactly to wait for the bus and when to expect its arrival.
Pros: The price or the vehicle and the quality of the vehicle.
Cons: The driver that picked us up was looking at social media the whole time as he was driving, he was not friendly.
Pros: They are always professional and courteous.
Pros: Quick & efficient
Cons: Relatively long time traveling to the car pick up station
Pros: Good communication totally professional
Cons: They would not rent to me bc I live in Illinois. You need to do some kind of confirmation on anyone renting with them they don't live in IL or IA. I was stranded at the car rental place for 45 min.
Cons: as with many car hire locations not enough staff at busy times
Pros: Good value and convenient with airport shuttle.
Cons: I did not like the car choice, the Jeep Wrangler. I just wanted the smallest car possible, with an enclosed trunk if possible.
Pros: Everything worked out fine
Cons: A little way from airport but not to bad
Pros: It was cheap. The car was large enough for our needs. There was only 1 shuttle trip to the airport on our return journey.
Cons: We waited 1hr to be served because only one of the 3 staff at the desk were serving car rental customers (the company also offers airport parking, however at the time no one in the que was waiting for parking). We had to take 2 shuttle buses to rental office. When we went to collect the car. The car we were given (Jeep Wrangler) was not what we had been told we would be driving (Nissan Rogue) and was not comfortable for long distance driving. The car had only been lightly cleaned & was damage
Pros: It was fast, easy, and transparent.
Cons: There was a long wait to rent my car.
Pros: The car was new and more larger than that I booked .
Cons: I booked a Nissan Roque with gps, and give first a car without gps, finally they gave me a Dodge Durango which consume a lot of gasoil compared with Nissan. They tried to compasa When I phoned for some help, the give a telephone for other company which gave me other telephone and finaly the others an another. Finally I found solution alone inspite the thunder storm in Chicago suburden. T
Cons: The staff hung up on me when I called for a shuttle, another representative (not the one helping me) was dressed in a hoodie and did not come across as a professional. When the battery died, my insurance couldn’t get ahold of anyone there to ok the servicing of the car. 10/10 would not recommend.
Pros: Very friendly and fun staff. Maintained their calm while busy and were quick to help me and answer questions.
Cons: The location is difficult to get to from the airport, but that’s mostly the airports fault.
Pros: Customer Service Agents are great.
Pros: Read above
Cons: Read above
Pros: Check in process was really quick and efficient
Cons: The new pick up process in Chicago is a bit frustrating but now that I understand how it works it will be better
Pros: Once dropped off car they shuttled me right back to the airport. Staff were friendly
Cons: Unfortunately they were not located in car rental port. So you have to take shuttle bus to car rental place, then wait for Routes car shuttle to pick you up and take you to the shop
Pros: Everything was clearly laid out in email (made it stress free finding Routes off-site).
Pros: They gave us a complimentary IPASS since they forced us to take a Jeep Sahara instead of the car we wanted.
Cons: It took too long. Agents were not nice. It appeared as though we were all showing up cold, but we all had prepaid reservations on line. It seemed like the agents couldn't find any of our data in the computer. We wanted a smallish 4 door car with good gas mileage. The only vehicles they had left were Jeep Saharas. Our car drove rough, had no back up cam, and only the cig lighter worked as a charger. The USBs and the plug were broken. We had to buy a cig car charger.
Pros: Nothing at all. Incompetent compantly.
Cons: I disliked everything.
Pros: Good car, helpful gentleman at check-in, competitive price.
Cons: Check-in was awkward as we all had to wait in line behind people renting cars. Luckily, we had left extra time to get to the airport, but it would be more efficient if someone were there to check us in by the car so we could get on the bus to the airport quicker. Being located in the car rental centre would probably also be more efficient if possible, since waiting for a second bus was time consuming and the location was a little difficult to find on the return.
Pros: Representatives tried their best to solve our situation. Quick and spoke Spanish.
Cons: No airport pickup. You have to take a bus to rental center and then be picked up by van.
Pros: Desk agent was clear and effective in finding a solution.
Cons: We arrived as planned at 2:00am and there were no cars as per our confirmed reservation.
Pros: Nice clerks but overworked and interrupted by constantly having to answer the phone
Pros: see above
Cons: see above
Pros: They were blunt but fairly quick.
Cons: Talking about disgruntled customer
Pros: Quick and to the point service
Cons: Some waiting at drop-off. Shuttle was full so had to wait for a next shuttle.
Pros: Great rates and pleasant staff
Cons: Women’s restroom was out of order. Which is a very big problem when you have multiple groups waiting hours for the cars to come back in.
Pros: The primary thing I liked was the cost.
Cons: We didn't prefer the inconvenience of having to take a shuttle to O'Hare's car rental place and then call for another ride to Routes, but it was still worth it for the lower cost. When we dropped the car off, the shuttle driver to the terminal had been smoking in the vehicle. It really smelled bad and my daughters were having a hard time breathing. He also was a very aggressive driver and was yelling at other cars.
Pros: Everyone from my van driver to the desk rep was so friendly and efficient
Pros: Quick, easy, affordable and I got a nice vehicle
Cons: Was another stop/step to get the the rental location from O'Hare. But it was very easy. Nice that they provide a shuttle directly to the terminal when you drop off the vehicle
Pros: The service was efficient & excellent when dropping off the car; the shuttle driver was excellent.
Cons: The service was awful when picking up the car; the front desk was chaotic & would request to serve people dropping off cars to park before helping those picking up rentals; a few customers including my self were not aware that a copy of their personal car insurance was needed - I would suggest Routes sending out a notice / reminder email letting rental customers know what is needed; the deposit the company requires to hold is significantly higher than most rental companies; most staff was rude
Pros: Nothing. Terrible
Cons: They don't equip their vehicles with spare tires and they have TERRIBLE customer service. One woman hung up on me after I expressed concern for the safety of my family and another one of their employees refused to drive my husband to the airport on the shuttle.
Cons: Takes too long to get to you. The driver was rude. We gave up on you and rented from Alamo.
Pros: New car, SUV, great price
Cons: It is off-off site, and is not in the new car rental building built at O'hare. One has to take the O'hare shuttle to the car rental building to the North to catch the Routes shuttle to the South. They do not have enough rental agents on staff when a full shuttle comes in.
Cons: No Shuttle bus to pick us to the rental from the specified location. After waiting for 1 hr and calling 5 times a shuttle bus came and there was about 60 person waiting. Had to wait for another shuttle bus. Had to wait for 30 min inline to pick the rental, after having all my information they said no care available. They tried to find me any other car than the one I reserved (minivan) but they couldn't. I had to have the shuttle bus again to the airport and try to find myself a rental
Pros: Easy to book, and available efficiently at pick up
Cons: Didn't like the car, so a jeep. Much to difficult to get in and out. High off the ground, poor mileage.
Pros: Ease of picking up and dropping off
Pros: Not much
Cons: Customer service
Pros: Friendly staff!
Cons: It took about 25 minutes to be picked up from the airport and then about 30 minutes to be able to leave with the car rented.
Pros: The helpfulness of the agents.
Cons: The offsite facility and confusing directions to the facility.
Pros: I appreciate the customer service.
Pros: I love the cars, and the people are mostly nice.
Cons: It's a bit of pain to get to with the two transfers. They wouldn't give me the discount because I pre-paid. You'd think pre-paying would be a good thing for you!
Pros: Conditions were spelled out in the online information before making my reservation. There were no surprises at the rental desk.
Cons: Because this is an off-site rental location, getting to the location is a two-step process. Some additional waiting time is involved. I felt it was well-balanced by the reduced cost. However, if time is of the essence, this additional time may need to be considered. For the drop off the shuttle driver did not ask me to which terminal I needed to go, perhaps he missed me because I did not have luggage to store in the luggage hold where he might have asked the other travelers.
Pros: I was helped immediately and also given an upgrade. The shuttle took my directly to exactly where I needed to be in a timely matter.
Cons: I was nervous about all the bad reviews I read but I dont have any complaints.. I am more than satisfied
Cons: no direct pick up at airport
Cons: See notes above. Overall It wasn’t a good experience.
Pros: Was easy!
Cons: Couldn’t pick me at the airport
Pros: Efficient, and within the limitations of a busy rental centre, fairly quick
Cons: Area for improvement would be to have insurance options to be clearly agreed between Discover and Routes, so that the customer gets a clear list fo options with prices. Another area for improvement would be to have toll payments made by the rental company with the customer's card being debited within a week of completion of rental. It is not easy for an international visitor to figure out the various tolls that are payable.
Pros: Friendly and knowledgeable
Pros: Friendly agents and drivers.
Cons: Would appreciate having more options for economy cars than the one offered - Kia, don't remember the model of the car.
Pros: Leaving the car back was straight forward and car we received was excellent could not fault
Cons: The waiting and phone calls to get picked up from car hire terminal. Then the wait when we arrived was shocking the lady we got didn't have a clue . Plus staff had to deal with returns plus go get the customers hire car etc. Never seen anything like it. I'm not one to make a fuss but it definitely put me off using again. Returning car was great as wasn't busy and bus took us to airport promptly. Just needs more staff and staff training. Then would have my custom again
Pros: Rental price
Cons: Have to take two shuttles to reach car rental location. Booster seat for kid was very dirty. Understaffed and chaotic trying to get the shuttle back to airport.
Cons: The driver who took me back to the airport did not leave me at the terminal with a metro, but at one I did not have. I had to take a bus to get to the subway. The driver was perfectly aware of what he was doing because I asked him twice to make sure.
Pros: Absolutely nothing.
Cons: The deal was for a Nissan Rogue or similar. They said they did not have any and gave me a little compact. I need to sit up higher for my back. The seat in the car they gave me was so low it was very difficult and painful to get in and out. Why didn't they honor their agreement? Also,from the terminal, one bus to car rental center, then wait a half hour for van to Routes location, then stand in line to get the car I did not contract for. Way too much time. And the counter people were not in any h
Pros: New and nice SUV.
Cons: It is not located at the airport. You have to take a bus from the airport to the car rental center. Once you get to the car rental center you go inside to search for Routes to finally realize that it is located off-site. You must call routes to pick you up and it took about 30 minutes where I got on another shuttle. Once you get to Routes the process is really broken. It took me about 30 minutes to wait in line, and fill out a bunch of paperwork. When you return the car you have to wait in line
Pros: Cannot think of one thing.
Cons: Please see above. Also, I called them and they kept me on the phone for 20 minutes on hold. I called them back. The agent was very nice after that.