Routes Car Rental at Vancouver Airport

Pros: Fairly new car in perfect condition

Cons: Took 40 minutes for the shuttle to arrive at Vancouver airport. Then had to wait in a queue for another 40 minutes to get the keys to the car I had prebooked. I also think that the supposed full tank was well of full as the tank took twice a smuch gas than the trip computer was telling me had been consumed.

Pros: Very bad customer services, it took a long time for someone to answer the calls then she hung up without letting me to inform her my flight was delayed so I will come to pick up my rental car late. By the time I came around 8:00pm, they closed. I called back early next morning since they opened at 8:00 but no one answered the calls until 8:15 they told me they cannot access my reservation, they asked me to call Discover cars Agent, I have been told Routes cancelled my reservation for no show

Cons: Horrible customer services!!! I learned my lesson and will never rent the car with Routes again in my life

Pros: This was an airport car-rental and they seemed to understand the urgency when it came to returning a car and getting passengers by shuttle to the airport but still had too few employees to handle incoming cars efficiently.

Cons: Poor phone service when leaving the airport to get the shuttle. Telephone service as not reliable. Poor service when arriving at facility. Had to wait 2+ hours in a short line (3rd person in line) for an already reserved vehicle.

Cons: Slow service and no instructions on dropping off car outside of business hours.

Pros: Absolutely nothing. They were rude and completely unhelpful.

Cons: Everything. When I arrived at the airport, I called for the courtesy shuttle only to be told that the last shuttle had already run and that they were closing in 10 minutes. I reminded them that I had a reservation and then I even inputted my flight information so I could not understand how they had not notified me that they would not be open or have a shuttle to pick me up from the airport. The agent did not offer even an apology. She kept repeating that they were closing in 10 minutes.

Pros: The staff were friendly

Cons: I did not get the vehicle I reserved. The vehicle was filthy inside and out. I spent an hour listening to the three customers ahead of me having difficulties picking up their rental vehicles before I was helped. BRING YOUR INSURANCE POLICY!!!!! There is a huge backup of traffic caused by the Costco across the street that makes getting a vehicle back on time difficult and then there are no designated spots to return a vehicle just an alleyway leading to an overflowing lot.

Pros: Best prices, friendly workers

Cons: Waited an hour for our shuttle driver. Empty gas tank upon pickup. Ended up filling up more gas than we used.

Cons: Routes car rental in Vancouver had us wait 3 hours in line to get our vehicle. They also did not mention anything about being going your own out of province insurance. They also have times available to pick up your vehicle at 7 am when the rental company doesn’t open until 8 and doesn’t start sending out shuttles until 830. I would never rent from them again.

Pros: Friendly, patient staff

Cons: Shouldn't have to drive a vehicle with a cracked windshield

Pros: Excellent

Cons: Efficiency

Pros: kindness

Cons: waiting time for pick up only 1 worker was working at the time

Pros: Return was quicker than pick up.

Cons: Was mislead that it was "IN" the aiport. Then had to call for a shuttle that did not communicate effectively where they would be picking us up. We waited about 45 minutes to be picked up. We wasted alot of time doing all this. Car was splashed with hose water spray when given to us, instead of being clean and vaccuumed. There was a huge crack on the windshield and garbage in the car. We wanted a parkable Compact SUV instead of a full size Durango. Will not use again!!

Pros: Everything went smooth and easy, no problems at all

Pros: The service was good and they gave me a free upgrade.

Pros: The staff were very friendly, knowledgeable, helpful and efficient, and they provided us with a great car in great condition.

Cons: The main phone number for Routes Vancouver made it difficult to connect to an agent. The airport pickup instructions were not particularly clear, but we eventually did find the pickup spot with an agent waiting for us. However, he did not secure our bags properly in the back. They were sliding around the whole way to the Routes office, and he pretended as if nothing was happening.

Cons: Fly by night company with no customer service response. Absolute scam.

Pros: good vehicle. good price

Cons: long waits at counter. tried to blame a scratch on us that was there prior to rental ( we had a photo)

Pros: Nothing, horrible experience

Cons: They overbook and have awful customer service. They use their insurance as a way to scam people in taking a car that they did not book

Pros: Nothing. My flight was delayed, and once I arrived at my destination I was told they'd cancelled my booking. They found me a car at a sister company without free shuttle service. So I had to pay out of pocket for two long cab rides and an extra 30 mins of travel time. The sister company who I actually rented the vehicle from were very accomodating so no complaints there.

Cons: Everything. Why ask for my flight number and estimated arrival if you're not going to check if the flight was delayed as a reason for why I haven't arrived to pick up the vehicle? Why cancel a booking outright without attempting to contact the customer first?

Cons: Poor service at the desk and invented damage claims from the return clerk.

Pros: NONE

Cons: They don't accept ICBC insurance coverage unless you have Roadstar or Roadside Plus.

Pros: nothing

Cons: I could not get in contact with when my flight was canceled, and when we were told to call for a shuttle we called several times without an answer. Then we were told that my pre-paid rental was not available, and then I had to drop off the car the night before and make other drive arangements because I could not drop off the car with enought time in the morning. Also, the gas tank was not full when we picked it up and I was lucky to catch this. And there is not even enough space here to add more

Pros: I got the car that I was expecting it was very useful while visiting Vancouver

Cons: Shuttle service took about 1 hour to get us from the airport and the car was not cleaned when I got it but other than that everything went well.

Pros: car was clean

Cons: Waited 1.5 hours in line to pick up a car. There was a long lineup and only 1 person holding down the fort. He was really good but felt bad as he was doing rental, returns and all the photos. As someone travelling with limited time, every hour is precious. This is the longest i've ever waited to pick up rental car. The return also took long but not as bad.

Pros: The agent was very helpful.

Cons: We didn't get the vehicle we thought we would get but I don't know if you could have done anything about that.

Pros: Even though we were expecting a newer car, the car that we did have worked perfectly well for us.

Cons: The car was a bit old and not 100% clean inside or out. We were expecting a newer car. The staff didn’t really seem to car, as they seemed in a hurry just to move us on. The washer fluid also was running low (with warning light), despite not using a lot on our journey.

Cons: The cleanliness of the vehicle was not the best

Pros: Flexibility was pick up and return times

Cons: Car provided not the one selected

Cons: DISPOSE 1500 FOR INSURANCE

Pros: Staff was efficient and provided good service.

Pros: Cheapest deal with insurance

Cons: You get what you pay for - and this is exactly what i GOT.... GREAT VALUE ,,, IF they return my deposit of $500 !

Pros: The company provides great value and off airport location with pickup/drop off very good.

Cons: Be prepared for the “insurance” upsell. Just make sure your credit card covers insurance or you have proof of a personal/home policy that will cover the insurance. There is also a deposit on rental of $500 (at time of writing) which cannot be paid by cash/debit. Also IF you are relying on credit card insurance coverage, it must be the SAME card used for both the payment of the reservation AND the deposit or you cannot use the credit card insurance. Otherwise all GOOD!

Pros: All straight forward. Very nice people!

Cons: Airport shuttle disorganized - not clear where and when pickup was, not enough seats in car for the number of people needing to be picked up. At rental office when picking up car, also very disorganized and had to wait a very long time - not enough representatives to help. Car was clean but made very made squeaking noise when using brake while in reverse

Pros: Helpful and efficient

Cons: Empty fuel tank and I left my prescription clip on sunglasses for driving oh we’ll return if found would be appreciate thanks always like Routes to bad your not at the airport

Pros: The car was really good and clean. Agents were fantastic. We got a car better than what we booked like a free upgrade.

Cons: It would be good to explain at the end that car is returned meeting all conditions (mileage, fuel, intact). We were not rushing since we came a few hours early. The gentleman just asked us to go to the shuttle and I think I left some papers in the dashboard. I think they are more used to people being late and worried to miss flight. But again this is very minor and they were all great.

Pros: Nothing. They refused me a vehicle, because I have an N, which was not clear in the agreement. I found out when they refused me a car.

Cons: Everything. They were not helpful in finding me a solution and just refused, it was annoying and cost me a lot of money for my ubers there, back as well as the money they won't give me back.

Pros: The front desk person she is very helpful and good

Pros: I really like renting from Routes car rental. Always great service !

Cons: Not applicable

Pros: Great price, car was great.

Cons: The system wasn’t working well it delayed picking up the car.

Pros: Not much.

Cons: 1) System was down, waited 30 minutes to pick up the car. 2) Called and emailed for car rental receipt, no response. Routes car rental sucks!

Pros: price was cheap

Cons: agent wasnt helpful in attending to my issue.

Pros: Shuttle Service to / from airport; friendly staff; good, pretty new and save rental car

Cons: Car dirty on inside (windows, gaps between seats); rented a van and got a bigger (but not as fuel-efficient) suv without asking us.

Pros: It was friendly service. Just inefficient process and not enough staff.

Pros: Very happy with the price. $178 for an entire week is an amazing deal. Thank yoi Routes Car Rental for making this process super easy, and for picking us up/ droping us off at the airport.

Pros: At pickup it was pretty fast.

Cons: At return time there was a bit of a wait as there was only 1 rep and several customers. Luckily I was still on time for my flight.

Pros: Cost effective and great customer service

Pros: Efficient and friendly service…and the price was really reasonable.

Cons: Upon arrival in Vancouver, I didn’t at first realize that I needed to call and request shuttle pickup. The automated recording on the telephone number was hard to hear. That was the only inconvenience - waiting for the shuttle before realizing we needed to call. It then arrived promptly after I request pickup.

Pros: Was easy to book, but it's purposely misleading and the details are hidden.

Cons: Most of the experience.

Pros: I did not rent the car and Routes or Discover both are scammers and not helpful.... I went to Enterprise and Expedia to rent a car for 2 weeks.. NEVER GOT MY MONEY BACK... SCAMMERS

Cons: I did not rent the car and Routes or Discover both are scammers and not helpful.... I went to Enterprise and Expedia to rent a car for 2 weeks NEVER GOT MY MONEY BACK EVEN I DID NOT RENT THE CAR... SCAMMERS

Pros: Free shuttle to and from airport about 14 minutes wait.

Cons: Car not 100% clean but not too bad.

Pros: I was fortunate not to have any issues with the vehicle.

Cons: As explained above

Pros: Customer service

Cons: Nothing

Pros: Nothing I was turned away at the desk and I had to take an Uber to another car rental company which ruined my trip

Cons: Everything

Cons: Took two hours to pick up.

Pros: Value for money. They video condition of vehicle

Cons: It was a very long check in process from call for pick up to on the road - about 1.5 hrs

Pros: Price and car was satisfactory.

Cons: Difficult to get to car rental place, slow service - customer service was adequate - certainly not friendly or helpful.

Pros: easy in and out..newer car

Cons: the car was not clean inside especially the inside windshield. the tires were worn near the warning tread mark and the brakes were severely warped on braking downhill.

Pros: Customer service - knowledgeable staff. Clean Car. Ipad used to take photos and sign off any existing conditions.

Pros: Girl at the desk was nice and fast.

Cons: Options for cars. When we ordered a small car that’s what we expected.

Pros: Paul at Routes Rental was excellent. He was in a great mood for so early in the morning, happy to answer any questions I had about the car/route and was very fast and efficient with all the paperwork.

Cons: Having to call the rental company for them to send a shuttle is a bit tricky when you are flying in from another country and don't have a local phone plan. Something to be aware of.

Pros: Friendly and helpful personnel

Pros: easy to deal with.

Cons: sometimes difficult to get through.

Pros: Very good service

Cons: On arrival at the airport. The office was difficult to contact

Pros: Excellent

Cons: Excellent

Pros: Nothing

Cons: Rental agent was unpleasant, gave us a dirty busted up van. The roof was caked on with dirt not sure when this car was washed last.

Pros: There was nothing I liked about this company! Bathrooms were filthy as well!

Cons: There was nothing to like

Pros: Shuttle service. Friendly rep.

Cons: Short of staff when we went to pick up the car. Took quite awhile to get going.

Pros: Pleasant agents at both ends!

Cons: Too long wait at airport for pickup.

Cons: Every agent other than the manager was slow and terrible service. We spent too much time waiting for our car.

Pros: Car was in good condition.

Cons: Abysmal time getting the car. Seemed short-staffed, but also didn't seem to be in any hurry to get people taken care of.

Pros: Over all excellent service.

Cons: If the company work 24/7, it would be better.

Pros: REMOVE THE GUY at the FRONT DESK/THE WHITE GUY

Cons: REMOVE THE GUY at the FRONT DESK/THE WHITE GUY

Pros: We did get a small SUV rather than a compact car.

Pros: The price and drop off were good.

Cons: The car was damaged on the windshield with a big crack. The car made concerning noise and motion when starting from a stop. The pick up was stressful as there were numerous typos in the phone number to call on the reservation slip, the phone service keeps saying the selection is invalid, the hours of operation were different that stated on the reservation and the pick up instructions for the shuttle were unclear.

Pros: Car was new.

Cons: We were not allowed to cross the US border, not allowed to cancel the reservation or to shorten the rental. Horrible experience.

Pros: The Staff were extremely nice and efficient!!

Cons: I had a hard time calling the shuttle for pick up at the airport. But that was all my fault because my cell phone wasn’t dialing the local number to request a pick up shuttle. A nearby public phone would not accept coins or my credit card. Once I went back into the airport and asked the information desk for help they pointed me to an indoor free phone which connected me directly to Routes Car Rental. Once I figured that out and talked with the agent a shuttle arrived in 15 min.

Pros: Good quality and very good customer service.

Cons: Not easy to find your shuttle at the airport while arrival. No indications from somebody who is not familiar with that airport.

Pros: Great price for an SUV

Cons: Washer fluid was low and flashing. I added some to stop the flashing. Dirty under the floor mats. Not vacuumed properly.

Pros: Everything

Cons: Nothing

Pros: Car was wonderful, rates were good.

Cons: Very off airport location, which closed at 8 pm. This was a problem when out flight was 3 hours late. We took a taxi to our Airbnb, and I had to walk three miles to pick up the car the next morning. Also, the company would not let my wife drive because she just had her 75th birthday.

Pros: They were fairly efficient at the rental desk. I only got a nice car.

Cons: Some delay getting picked up by their shuttle bus.

Pros: Not much really, aside from getting a decent rate the people were not very nice.

Cons: The service was terrible, the rate was cheaper but i would have gladly pay more for better service, I am always for good customer service. On arrival when I called I was told if I wasn't in the shuttle area by a certain time I'd have to take a taxi to get the car as they were closing soon. When returning the car - it took over an hour, I stood at the return counter and watched all the staff with nasty attitudes dealing, someone came to help and took another 30 mins for the shuttle to come.

Pros: Great customer service

Cons: Address on website and when I called said Douglas Street but its not on Douglas

Pros: Clean car and in good condition.

Cons: Extremely poor customer service. It feels that they don't care at all about their customers.

Pros: Efficency, confident and accurate

Pros: Fast and professional, took comprehensive photos and videos of the car's condition before we left the office. Shuttle was fast and friendly.

Pros: fast and friendly service

Cons: location of the rental outlet, but understand why you cannot be located at the airport

Pros: They did give me a free upgrade

Cons: Customer service in renting the car is slow. They don't pick up the phone when you call, seems like a hassle to call the drop off van.

Pros: very kind.

Cons: after 8pm the office is closed. agent office is located only near vancouver airport.

Pros: I like the friendliness and politeness of the staff. They provided good directions and clear instructions as to where to go and how to get to their office.

Pros: Price would be good if not the way they want to scam you over any small damage

Cons: They try to ripped off you in case of any small damage

Pros: Staff were excellent

Cons: The drop off was frustrating. Not to be able to drop it off in the evening, having to wait till 11:30 was inconvenient.

Pros: The people who work there really care about the customer!

Pros: Cars were fairly clean

Cons: Slow

Pros: None

Cons: Unprofessional, unworthy and misleading

Pros: Very nice cars

Pros: nothing

Cons: the fact you rented us a car that said we could take it over the border but when we arrived we were told we were not allowed

Cons: Only marked down the pick up because of the off situation but will certainly rent again for the value and service

Cons: They were understaffed. We were billed incorrectly. They charged two different credit cards and did not erase the one card.

Pros: Shuttle device was good and very efficient

Cons: Terrible service at the Routes office , the wait was ridiculous because of the girl ignoring the customers , visiting with the other person working and yelling at a customer outside . She finally went to the counter where she was incredibly rude to the people checking in with her .

Pros: POUL TRIED HIS BEST

Cons: The fact that they refused to accept the insurance issued by you

Cons: The car rental company would not accept my Israeli driver's license so I got no car but you did not refund me!!!

Pros: Friendly and very helpful staff

Pros: Friendly guy!

Cons: Too much time spent at the counter to pick up and drop the vehicle. Just one person serving, and had to wait more than 40 minutes in the line (though there were just 2 in the line)

Pros: The car was clean and in great condition, but having to immediately fill up the gas was a hassle and confused me right at the start.

Cons: Wait time to pick up the car was over 20 minutes. Hours of operation do not work for morning flights. And all rental cars seem expensive. The various insurance options are also somewhat confusing.

Pros: Was nice to have a car

Cons: Their policy, and the car smelled gross. The front passenger mat was soaking wet

Pros: Fast drop off.

Cons: The long wait of shuttle pickup from airport.

Pros: The employees were friendly despite being short staff.

Cons: The gas was empty when we picked up the Van and they never told us the last shuttle to the airport is at 730pm. Luckily we got there a few mins early to catch the last shuttle or else we would have to order an uber.

Cons: The front desk staff.

Pros: I had a problem with my license and Abby bent over backwards to make it all work out so I could get to the hospital bedside.

Pros: Friendly efficient service

Pros: The agent I worked with to pick up my vehicle went out of her way to ensure I could pick it up, even though the timing was very tight to their closing. She was incredibly friendly, helpful and communicative throughout the process which was extremely appreciated after the terrible experience with Discover Cars. I wish I booked directly with Routes and stayed far away from Discover Cars.

Cons: Check in process could be faster. The vehicle smelled like the previous renter smoked. A key drop for before/after hours would have been very helpful. I ended up needed to drop the car off the night before we traveled which felt unnecessary.

Pros: Nothing

Cons: I did not get the car and no refund. Not even an email or phone call. Looks like a fraud to me

Pros: Routes was amazing. If I could say anything, it would be to go directly through them and bypass discover cars.

Pros: Staff was extremely friendly Jeep was fantastic

Cons: The restricted drop off and pick up times are a disaster Ended u having to spend MORE THAN THE CAR RENTAL (as well as loosing a day on either end) just to accommodate their business hours. It was a complete wast of time and money

Pros: - Friendly rep from the car rental. - easy to add extra days, on top on original booking.

Cons: - 2 hours wait for the car rental, for pick up

Pros: The service agent Paul was absolutely amazing. I am a frequent traveler and rent cars a lot in the last 10 years. He is professional, friendly, efficient and patient. He explained the car well when we asked questions and was quite knowledgeable about the cars he can offer in that shop. He let gave us space to think about the options and get docs prepared ahead. He is passionate in serving route’s customers right and that’s what we love about. All staff are wearing masks and we appreciate it.

Pros: Nothing igot no car

Cons: I did not get a car

Pros: I didn't receive the car and they do not give my money back

Pros: Did not get the chance to rent the car. N/A

Pros: We didn’t get to rent a car

Pros: The gentleman working the front desk was extremely friendly and helpfull

Cons: NA

Pros: Average everything, but good prices.

Cons: Took way to long to get the car.

Pros: Didn't actually get to have the car. They were unreachable

Pros: nothing

Cons: Everything: - Difficult to rent - Baby car seat was disgusting had to buy one. Never got the refund - Communication very difficult - Dirty place to rent the car

Pros: Hassle-free and no sneaky costs

Cons: Car could have been cleaner + I’m pretty sure it’s not the class I asked for

Pros: Easy pickup

Cons: Found later that the wheels were caked in mud which caused vibrations at high speed.

Pros: Nothing good to say and bad customer service. We just donated our $180 didn’t even get our rental car.

Pros: N/A

Cons: Did not receive rental

Pros: Large spacious car, clean, effective shuttle to the airport and good price

Pros: The car was immaculate, the service was genuine, respectful, and thoughtful even though they were understaffed.

Cons: The wait at the airport was too long - an hour until the shuttle arrived. We didn’t know what was going on aloe why it was so late - I was just about to take a taxi when the van showed up.

Pros: Great service at the front desk and smooth process to pick up.

Pros: #1 personnel great

Cons: every thing good

Pros: Nothing!

Cons: Those girls from desk were rude. (Vancouver BC) I did reservation of a SUV car and they gave me dodge caravan 2019 horrible. I’ll never rent there again.

Pros: Amazing car, great service!

Pros: Took over and hour to pick up the car. Cashier kept helping people returning first. Car was not clean and smelled like smoke. Will never go back

Pros: The administration services were fine

Cons: The shuttle services took an hour till we could get to the car because they did not have enough drivers

Pros: Car was available right away. No time wasted

Cons: Stuff was overworked and based on that not really friendly. Insurance was misleading. And time spent at the desk was long. I had insurance on insurance from the company and drop off should be literally just“ drop off” the keys and go.

Pros: Courtesy pickup driver was very helpful

Cons: I was asked to get Car washed before delivery. Workers were lazy to do their job instead. First time in 30 years had such a bad experience

Pros: quick service

Pros: Car and price was great

Cons: agents at service desk was super slow

Pros: nothing

Cons: check out inefficient, always trying to up charge insurance to clients, inability to have half a brain when it comes to drivers license validity

Pros: Not satisfy.

Cons: Need waiting for a long time in front desk for registration. And the environment of office are too noise.

Pros: Excellent service. Thank you.

Pros: Would never ever rent a car there

Cons: CRAP!!!!!

Pros: Great car, minor damage but no mechanical issues. GREAT price

Cons: Crappy pickup at airport. Long wait, small vehicle to move skis and 4 people

Pros: Dropoff was super fast and simple, shuttle drivers were very friendly and helpful

Cons: Took over 30 minute to get shuttle from airport to rental counter, system of shuttling passengers makes no sense, employees at counter were rude

Pros: clean car. cheap rental.

Cons: service was inefficient because of a snowstorm. no heat in rental office.

Pros: The front glass was broken and I just saw it after a couple of miles. I didn't have any problems when I told the agent about it. Serious company to suggest !

Pros: Clean car ,close late

Cons: I booked Honda car but they gave us a KIA car

Pros: They collected us from the airport.

Cons: Routes charged me for a border crossing fee which was listed as included in the price. I will be following up regarding this charge.

Pros: The car we got was great for the price. Employees were helpful and friendly

Cons: Arriving from outside of Canada, I didn't have a way to contact them (I didn't have a SIM when I arrived). They listed a number and fortunately the man at the information desk let me use his phone to call them, so that they could send the shuttle for us. We'd been traveling 36 hours at that point, so an easier process would have been nice.

Pros: Cheap price and good car.

Cons: Location and professionalism.

Pros: There people were very nice

Cons: The location is way out of the way. It's also an odd location in an old hotel.

Pros: Friendly and helpful, plus shuttle pickup

Cons: There was confusion about how best to assist me when I dropped off and needed to go to another location (not the shuttle destination). Eventually the course of action was to do what I first suggested, which was call a cab.

Pros: Lucky 8s all around

Pros: Folks are friendly and easy to talk to. Willing to help.

Cons: Car turns out not the one listed when booked; but was given similar type of vehicle.

Pros: Easy, efficient, reliable.

Cons: We got a Kia Sportage when we were expecting a Nissan Rogue. Other than that and distance from airport (we understand this cannot be changed), we are EXTREMELY HAPPY with our experience.

Pros: Everything!

Cons: There wasn’t anything we didn’t like.

Pros: I travel very frequently but never experienced a customer service like this. The customer service was very poor. The guy standing behind the desk but trying to be all gangster and shit. I would never go back to Route Car rental specially at the Vancouver location.

Pros: Provide the lowest rate in town. But cars are not new and not perfectly clean.

Pros: The rental agent was accommodating and helpful, but the company really should include more front desk people. I waited 15 minutes to be served while the agent was answering calls over the phone on arrival, (8:00am). While doing off the vehicle, there was a line up of people waiting for service and it took anther 20 minutes to get another agent (2 @ front desk, 6:30pm), to assist me.

Pros: The attendant was super friendly

Cons: I would like to see the unlimited mileage for local drivers. I don't see a point why they have this stupid policy.

Pros: Economic Value.

Cons: I was provided a Kia Forte when the prototype I booked was "Toyota Yaris or similar." I was looking for a hatchback / compact SUV for the trunk space in my search process, and the Kia Forte is a traditional sedan. I would not have imagined a sedan and hatchback to be considered "similar." Routes did not offer any alternatives.

Pros: Site easy to find. Nice quick, easy car drop off. Fair price to rent car

Cons: The representative would not recognise the voucher for LDV. insurance and the cars Windscreen Washer was empty. 1 hour wait to pick car up.

Pros: The quality of the car at price.

Cons: The pick-up and drop-off are not on par with the major car rental companies. Takes to long and is confusing.

Cons: Too slow or may be that was a busy day

Pros: Nothing. They were rude, they were impatient, they were not helpful.

Cons: Everything. They were rude, they were impatient, they were not helpful and refused a refund when they sent us away without a car that we had ACTUALLY PAID FOR.

Pros: it was quick and efficient and friendly.

Cons: it is hard to get a hold of you on the phone for questions etc

Pros: People were really nice

Cons: Pickup was a little slow. Not too many agents working

Pros: Pick up at airport and service with car pick up

Cons: Very busy on return and we had to get a taxi to b on time. We waited 40 min for a ride to the airport.. on busy days they should have had a third car on shuttle

Pros: Fast , efficient , reliable

Cons: Instruction to call for pick up were unnecessary.

Pros: The service was great and everyone was very kind. And i got upgraded to a Durango instead of a Rogue without any extra charge.

Cons: The waiting line took me about an hour to pick up a vehicle so i had to change the time for my meeting in Vancouver.

Pros: The representatives were very helpful and patient with the questions I asked.

Cons: Location was great as it was behind the Costco. There was also a fuel station (Husky) close by to refill prior to return. The building itself is a converted restaurant... too dark inside. Maybe pain the walls white?

Pros: The car, a brand new kia Forte, was very nice. All of the people we interacted with were as kind and helpful as they could be.

Cons: We had to wait far too long for a pick-up from the airport - their shuttle vans were too small and too infrequent. At the rental counter I was required to provide information that I did not expect - other agencies typically don't require it and Routes hadn't previously notified me of the need - and the rental counter was understaffed, both of which slowed down the process.

Pros: Service is so bad, had to wait in the line for long time. They don't provide insurance for purchase. Had to walk all the way to ICBC to get it. Service desk lady isn't welcoming, just flat robot faced. Terrible.

Cons: Front desk very slow and just seemed overall unwilling to help

Pros: Courteous loaded up luggage

Cons: Time spent at counter

Pros: Agent was fast and polite Shuttle bus was good.

Cons: Windshield was dirty inside Rear seats were dirty

Cons: The care factor was extremely poor. I had been giving a hire car not once but three times as the first two were not safe to drive. Causing an unsafe feeling for a start. After finding the second car was unsafe i called them and was put on hold for 10min only to be hung up on. They dont care at all as long as they get there money. The car wasnt clean.

Pros: cheaper than others. Good gas mileage

Cons: Car had smashed front fender. Outer building was junky. Back of building where I picked up the car was full of garbage around the vacuum and wash tent. The young girl at the counter was rude and kept stopping me to answer the phone. Not in a good safe area. Had to drop my car off early when I had a late flight as they were closing in order to get a shuttle back to the airport

Pros: The women at the desk and the man who answered the phone were cordial, as was our shuttle driver.

Cons: The men in the pickup area were brusque and impatient. There were not enough staff to deal with the customer volume creating stress for everyone. Our car was vacuumed and hosed down in the parking lot but it was still grubby. It appeared there was no protocol for processing returns so customers returning had to wait far too long. Several employees seemed to be running around but not getting anything done.

Pros: Nice family owned place, but still has quick, clean, professional service, and a shuttle to/from airport

Cons: The area where the cars are kept is close to the washing station which smelled a bit.

Cons: It took a very long time to get the car. One hour and we pick the car up at night time and there were no other customers. I feel sorry for the people who pick up when it's busy or during the day time. I'm sure it would take hours. Dropping off is not much better, they say it's fast but you have to wait your turn to get the car checked and I was waiting half an hour just to have a look over of the car. They are very slow and inefficient .

Pros: NONE, ZERO!

Cons: Nightmare!

Cons: Cannot fault the service or the staff. The only concern is the instructions for courtesy shuttle location is ITB and DTB. No one not even the traffic controller knew what it meant. Instead if you mentioned go to green (I think) telephone booth and dial *73 for Routes car rental,because the phone no. you gave are no good to visitors that come from abroad as they don't have the local SIM.

Pros: Prompt service being collected and dropped off at the airport. Received an upgrade on what we booked. Hassle free dropping car off.

Cons: Had to wait for over an hour to check in for our car then waited another half hour to get car once paperwork completed. Car wasn't full with petrol which meant we had to find somewhere to fill up before leaving.

Pros: quick and easy with courteous staff

Cons: location

Pros: Only the price.

Cons: Car felt unsafe, was completely filthy. 2 hours from time waiting for shuttle until I walked out with a car. Staff was overall unprofessional, uncaring and even wrote off concerns about car cleanliness saying "cars are normally pretty filthy", rather than being apologetic. Their processes for rental are archaic and also result in slower processing, utilizing paper forms filed in an unfiled paper stack that had to be sorted. Lastly,

Pros: Friendly and professional staff. Clearly a well run operation. Great price. Easy to get to and from airport.

Pros: The rental was relatively cheap and the car was in good condition

Cons: The customer service was difficult. It took nearly 40 minutes to pick up the car and would have taken just as long to drop off if we hadn't asked different people about the process. There was very little flexibility with pick-up or drop-off times and the rental agent was not helpful. When we were picking up our car there were other customers having very difficult times getting their cars, for example a woman with three small children was told she couldn't get her car because she was 1 hour late.

Pros: Nothing

Cons: The entire process

Pros: The staff was friendly, though inefficient.

Cons: We spent 3 hours at the rental office to pick up our reserved car. The car seats we reserved were not prepared and the vehicle we eventually received had a broken driver's side mirror. We spoke with 3 different agents, in person and on the phone, who provided 3 different answers regarding office hours on our return date. We eventually dropped off the car Sunday evening and happened to find workers there, though we tried calling the office for over 2 hours without success to confirm drop off.

Pros: The overall service and car category upgrade I got

Cons: Drop back to the airport could have been faster

Pros: Good value in comparison with other companies

Cons: Long queues

Pros: The service was fast and quick. Price was great !

Pros: quick on chec out and take to airport

Cons: very slow in the beggining. the person that received me didn't give me a GPS initially and i needed to ask him. gave a not very actualised GPS and i needed to use my phone which was very annying

Pros: The rental price was very reasonable.

Cons: Staff was rude. Small van used for shuttle to rental agency so we had to wait for one family to be dropped off at the agency because they couldn't accommodate us as well as the other group of people that needed a shuttle ride. Do

Cons: Very poor customer service. Poor pick up schedule at Vancouver Airport, a single driver driving an 8 seater where not all seat belts worked. Waited at least 45 mins for pick up. Child seat that was hired broke 3 days into a week hire - buckle wouldn't fix. Never recieved a response from the office to my email despite assurances that the manager would be in touch.

Cons: They didn't have a car in the size that I ordered. I had to have a larger car that was much less fuel efficient.

Cons: My car broke down after driving 150 Kms and left me and my friend stranded on the side of the road. Routes was not the easiest company to work with for accommodating our problem.

Pros: Great at desk

Pros: The gentleman who showed us our car was friendly. How ever the car had more bumps and scratches on it than we could count. Upgrade your cars once they get that bad

Cons: The 2 girls serving us need some lessons on customer service. Its very rude to speak to each other infront of customers especially in another language. While we are standing there waiting for our paper work to be sorted.

Pros: The service was very personal and, unusually for my experience of car rental companies, had employees who genuinely care.

Pros: Processed everything quickly and had the car ready for me by the time I signed my name.

Cons: Everything was good.

Pros: I was worried about all the poor reviews but decided the $150 savings over 10 days outweighed the mentioned downsides of: 1. pickup location is a former restaurant - I don't care a counter is a counter. 2. restrictive terms: I would not surpass 200km/day anyway, I had $500 credit available for deposit on my credit card, needed to show proof of insurance - I brought it but was didn't need to show it 3. possibly poor shuttle service - my backup plan was to call a cab and I'd still be ahead

Cons: Phone wasn't answered twice while I was at the airport calling to ask when the shuttle would arrive. When the shuttle wait was too long, I phoned back and the agent was very helpful in checking with the driver to see how much longer he'd be. The shuttle driver was friendly and professional. Difficult to maneuver luggage into building without a handicap access/automatic front doors. Arthur, who I returned the car with, was outstanding as I arrived later than anticipated for my return flight.

Pros: The shuttle service to and from the airport was efficient with little wait

Cons: The one thing was that there was a dryer sheet placed in the car that provided a strong scent that was too much. Finally found it on the last day under the drivers seat. Not needed and in our case the smell was not pleasant.

Cons: The Chinese restaurant office is very weird and the car pick up doesn’t feel like any customer care is high on the list!

Pros: The price of our rental was the only "like"

Cons: First we waited 45 minutes at the airport to be picked up, did not help with getting luggage in and out of car, they were very rude, no customer service at all!! Would not recommend!!

Pros: Good car for good price

Cons: Office closed at 8.00pm. Shuttle service never as convenient as on site.

Pros: Absolutely nothing routes is absolute garbage

Cons: What service? I reserved a minivan and they offered me some 5 seater compact

Pros: Small friendly outfit, prompt collection from the airport by their shuttle, rental place well located for getting onto the 99.

Pros: That the shuttle driver was friendly and in the end stept in to get us going

Cons: That i had to pay for additional insurance. The car they provided had low tire pressure warning and engine problem warning and a soft break pedal which i could press right down to the bottom AND they insisted that it all was fine. Then the car was not ready. I had phoned them up front that I was going to be 3 hours later to pick up the car. They only brought the car up for cleanup after all the paperwork was done, then nobody told us that the car was ready until the shuttle driver was wondering

Cons: Did not get any service

Cons: Pick up was a joke. There were 3 families waiting with ski gear and a tiny mini van cane for pick up. Very unprofessional.

Pros: It was seriously the second worst car rental I’ve ever used in 35 years traveling all over the world.

Cons: Not at airport. Inadequate shuttles. Office a disaster area. Terrible parking lot with hazardous entry/exit. Indifferent staff. Very rude person at checkin. Tried to scam me for non-existent damage. Changed tune when they found out we had taken pictures of vehicle during original inspection.

Cons: I have never been asked to go wash the car upon return. I offered to wash it in there’ll it parking lot but refused to go have it washed.

Pros: since its an offsite rental the processing of the rental should be a lot faster. Btw landing and getting picked up and finally getting in my vehicle was an hour and a half

Pros: the drop off was easy and fast.

Cons: The location was bad, hard to get to, car was dirty, and not in top shape. Limits were not helpful and the deposit amount was much higher than other rental companies.

Pros: NOTHING

Cons: NO MONEY REFUND DUE TO THE RENTAL COMPANY BEING CLOSED

Pros: Rates

Cons: Unorganized, pickup time, check in time, car condition ( needed wiper blades, brakes too responsive)

Cons: We could not get in touch with the rental desk and were unable to get our car. As a result we had to rent last minute from another provider.

Pros: The rate was extremely low.

Cons: Rental location is an old restaurant that is slightly run down. It is not clean and staff and kind but unorganized and not 100% professional. Pickup took nearly an hour but drop off was better.

Pros: 30 minutes to get picked up at airport . Rental desk completely unorganized.

Pros: I liked the vehicle and the cleanliness of the overall car. The service was a bit lackluster. The building seemed a little odd for a rental service (sharing a service for an old restaurant). I was definitely very suspicious of the place but the staff was helpful and got all the paperwork taken care of. I loved the price as it was prolly 50% cheaper than anything else out there so I wouldn't definitely use them again!

Cons: I think the professionalism could have been better. The people working looked like they just rolled out of bed. They weren't super courteous but they weren't rude. It felt like I was picking up a car from a friend's friend. The amount of the cars they had seemed limited. I ordered an AWD SUV and they couldn't provide it because all their comparable cars were damaged and the last one was being rented out. Totally understand limitations but if that happens, i feel like credit should be provided.

Pros: friendly and efficient

Cons: no snow brush in the car. Slow to come pick up upon arrival

Pros: They were very nice.

Cons: Weird abandoned restaurant was their office.

Cons: Long wait at pickkup

Pros: nothing

Cons: They wouldn't rent me a car because I didn't have a car insurance number despite the fact that my voucher said full coverage

Pros: the shuttle driver took us to and from the airport when we were ready, we didn't have to wait long

Pros: This was by far the worst experience renting a vehicle we have ever had. We arrived to the dealership office which was in the basement of an abandoned night club and found 4 other angers families ahead of us - all of whom had rented a Durango or 7 seater and found they had none. When we asked about reservation they told us it would be an additional thousand dollars due to being from British Columbia.

Cons: We were unable to rent a vehicle despite our reservation and payment, the company is a complete scam, we found other renters credit card details and full names and addresses lying all over the waiting area and will be reporting this company to the Better Business Bureau. Horrible horrible experience and we lost our $200 deposit - we will be fighting Visa for this.

Cons: The car was dirty when i got it. It was a 2019 model but the interior was dirty. Seats have crumbs and stain that i had to clean myself. Have packets of chocolate wrappers, takeout cups from mcD. Tissues in the cupholder and such

Pros: Nothing

Cons: Everything. We missed our flight home because we were unaware of the hours of the business. There was no drop box for the keys. We left them with a man sitting in a car claiming to be an employee. Horrible experience.

Cons: The place seems like a scam. Their 'office' is in an old restaurant/ nightclub. The whole renting experience was bad, the employees were all chatting to each other and totally disengaged from customers. They also were very unprofessional throughout, especially in organizing the car seat.

Pros: Brand new vehicle

Cons: Car was empty when picked up, misleading and confusing insurance coverage leading to additional unexpected costs

Pros: great price - good van

Cons: waiting to be picked up at airport is a pain

Cons: Had to pick my car from the airport instead of downtown. The mobile booking page only shows "Vancouver" while the actual address is only apparent after the booking is made (on iPhone/Safari).

Pros: Courteous and helpful staff

Cons: Long wait time to be picked up at airport. It was a holiday and they were very busy.

Cons: Never been hit with 2 different insurance fees before.

Pros: Price

Cons: Everything took a long time with the reason seemingly total disorganization. The guy driving the van for pick up pulled up with a van with the back filled with other people’s stuff and just popped the trunk

Pros: The woman who served us was friendly and good at her job but she isn’t in charge of the company’s stupid and misleading policies.

Cons: Their policies are intentionally misleading. On their website it says you can rent using a debit card but when we arrived they said we can’t.

Pros: The car was a good price for value, smaller SUV.

Cons: Upon car pick up, I was informed that Routes only offers shuttle rides to the airport between 8am-6pm on weekends (offsite location). This was very inconvenient to me, as my flight on Sunday morning was at 9am. For this reason, I had to return the car Saturday night instead of Sunday morning, and pay for a taxi back to the hotel I was staying at Saturday night. Routes also moved locations during my rental period and did not inform me of this upon car pickup, so car return was very confusing.

Pros: Almost nothing. I will say that, for the most part, their staff was friendly.

Cons: They didn't have navigation in their vehicle; nor did they even have a simple map of Vancouver. How was I supposed to get where I was going without even a simply map of the city? When I asked to see their deposit/refund "policy," in writing, they couldn't provide it because it didn't exist in writing. I watched as other customers were also surprised with unknown "fees" and "deposits" which were NEVER mentioned up front, nor were they in writing ANYWHERE that I could find online. It was awful.

Pros: My flight was delayed and they stayed open a bit longer to help me.

Cons: The car pick up area could have been cleaned. There were bits of rubbish on the ground by the cars and it looked the rubbish was from the car cleaning operation staff. The pickup area should be cleaned mor often as this is where customers see the business, do to speak.

Pros: The price

Cons: Getting in and out of the lot was torturous.

Pros: Efficient on collection and delivering

Cons: The car could have been cleaned inside and out

Pros: location convenience at the subway station

Cons: lot very packed