Routes Car Rental Reviews 

This rental company charge me $69 for crossing state lines. Provided very dirty car. Costumer service is very poor.

My recent experience with Routes Car Rental at the Atlanta Airport location was deeply disappointing and raises serious concerns about the company’s reliability and customer service standards.

I had a fully prepaid reservation — meaning the company had already collected payment in full. When an unavoidable travel change required me to adjust my pickup by one day, I followed every proper step: I attempted to call the location repeatedly, contacted customer care, and sent multiple emails well before my scheduled pickup time.

Unfortunately, not a single phone number listed for the Atlanta location was operational, and no one at the counter could be reached. When I finally connected with someone through an alternate line, I was told that nothing could be done, despite the fact that their own policy states that prepaid reservations are “guaranteed for pickup.”

What stood out most was the complete lack of accountability. Instead of offering solutions, the staff relied on rigid policy language while ignoring the basic expectation of customer service — answering the phone, acknowledging communication, and assisting a prepaid customer who notified them in advance.

A rental company that cannot be reached, cannot assist, and cannot honor its own guarantees is not a company travelers can depend on.

I strongly encourage anyone considering this location to think carefully. There are many rental companies in the area that provide far more transparency, accessibility, and professionalism.

Alex was HORRIBLE. He was rude, intentionally attempted to prolong the process as an act of retaliation towards my family. If you want an enjoyable vacation, avoid Routes like the plague. Never again. This car rental company is the Walmart of all car rental companies

Terrible customer service. Slick upcharges. What you sign at pick-up has no resemblance to what you are told by Expedia. They sent us an e-mail and said sorry for the mistake but we need to charge for things they did not do correctly at checkout. I waited 4 times on hold to be told to call Expedia and Expedia tells you to call Routes. They know it and do not care. Stick with a reputable company who has to stand up for themselves and they do not try to hide behind a 3rd party. We paid 228% more than original agreement.

No indication in reservation confirmation that the are are an off-site, van shuttle distance from Airport. Wasted 1 hr being shuttled to the wrong car rental location becuase the YUL Airprot is under renovation, and all the standard car rental companies are located on an outside, shuttle based location. Absolute mess! Customer service just placed me on hold rather than help me. Absolute distant experience. Never recommend them

They make you pre pay for the booking and they don’t tell you that is is non refundable.

Do not Rent a car from Routes Car Rental at DENVER INTERNATIONAL!
When I received the contract at the rental desk, it said 1/2 tank of gas and 14910 miles. The person at the desk said to bring it back at 1/2 tank. Ok, no problem.
When I got to the vehicle, the gas gauge read below a quarter of a tank. The odometer read 15057. I took a photo of the dash noting the gauge and mileage.
I went to the check out gate, the attendant took photos as well of the dash and noted,“Wow, only 69 miles worth of gas in the tank” (as also indicated in the dash) “There’s a gas station just down the road.” She said no worries, we’ll note the discrepancy for when you return the vehicle.
I finished my trip, returned the car with just a bit less than 1/2 of a tank and left. About an hour later I got my invoice via email and they charged me a fuel charge because I brought it back with less gas than I started with.
I replied to the email with the pictures I took of the dash and the inspection sheet I filled out indicating that the tank was near empty. I also told them that their gate attendant took pictures and noted the discrepancy for my rental file.
They refuse to refund me for the gas they charged me for. These people are corrupt, DO NOT RENT FROM THEM.

Rented vehicle Ottawa Ont. paid for total coverage on web site. Economy Bookings with insurance coverage.
Arrived at rental office they stated coverage was not valid working together with Routes?
Charged again for insurance informed I had already paid and they told me I needed more wouldn't accept credit card protection.
Crossed Province Ont. to Quebec over the bridge in Ottawa another fee rental was $168. the insurance and other charges $186. please don't use .

This was the first time ever using the service while traveling. Not only was it convenient, but it was super smooth. The check in and trip to my flight on my way out was so smooth and stress free. My arrival and drive back to my car was also extremely smooth. By the time I got to the lot they had my car waiting. Every person that I dealt with from check in to drivers was excellent.
I will no doubt use their services again.

Very respectful agent

Very bad service, stay away, they are cheaper than other rentals that is true but unprofessional, they come out with different rules and terms and conditions than mentioned on their contract. Mine was in Montreal and was told I have no right to cross the border to another province and if I do I should pay and extra 60$ and if I am stubborn and would cross it, their GPS will know and will be penalized 750$. Staff were rude, lazy, slow, as if they know some customers will just leave angry with no possibility of refund as refund applies only if you do it 24h prior. As if they know they do not have enough cars for all the reservations and they train their staff to be rude and nonchalant to anger a percentage of customers. Horrible experience. They promise to pick you up from airport but they never show up, you end up by going by taxi at your expense. They make sure to be slow and make the wait long so some would just leave as result. I was 5th in line and took me 3h30 minutes to get my turn finally. The worst ever, still marked till now after 1 year of that experience with them.

DO NOT rent....aggressive upsell on insurance, roadside assistance, EZ pass etc....cost is way more than what is initially stated and you are made to feel like you will be penalised even more if you don't buy into their extra upgrades. Please rent somewhere else and be thankful you did.

Never rent with them, we arrived at 2am at the office and there was overbooking of cars, so the office was plenty of people at midnight without any solution or response. They told us to cancel the reservations due to there were no cars available and promise to refund the money and NEVER returned the money even if we didn't use any car and we have to spend our RUINED HOLIDAYS without car in Puerto Rico. They are a skam only want to keep your money at the customer satisfaction doesn't exist for them.

I make my reservation thru Booking.com and my total amount was $151.53
When arrive at the counter the agent told me that Routes is putting a $500 HOLD on my credit card. This information was not notified at the time of booking. How ever the agent Sylvia made me laugh. She told me she just started working for Routes. She went the extra mile for me not to stress out with what happened with the deposit.

⭐ 1 Star – Extremely Disappointing and Unacceptable Experience

I rarely leave negative reviews, but my experience with Cheapoair and Routes Car Rental was so disappointing that I feel obligated to warn other travelers.

I booked my rental car well in advance and expected everything to be ready upon arrival. Instead, after reaching a completely new province, I was informed that my reservation had been cancelled. Being left without transportation in an unfamiliar place was not just inconvenient—it was stressful, frustrating, and honestly frightening.

What made the situation worse was the lack of meaningful assistance when I needed it most. I spent almost an entire afternoon trying to figure out how I was going to continue my trip. Rather than enjoying the vacation I had carefully planned, I was stuck making calls, searching for alternatives, and dealing with unnecessary anxiety.

Eventually, I had to book a replacement vehicle through Hertz at the last minute. This cost me valuable time, added stress, and completely disrupted the start of my trip. No traveler should have to go through that after paying for a confirmed reservation.

To add to the disappointment, I was told I would receive a refund of $155.75, but that refund has still not been received. At this point, it feels like the problems did not end with the cancellation.

A booking company is supposed to provide confidence and reliability. Unfortunately, my experience was the exact opposite. Instead of making travel easier, this booking created one of the most stressful travel situations I have experienced. I cannot recommend Cheapoair or Routes Car Rental based on my experience and sincerely hope other travelers do not have to go through what I did.

Very disappointing experience with Routes. We felt pressured into purchasing additional insurance at the desk despite already having cover in place, and the sales approach felt intimidating rather than helpful. When we later raised a formal complaint, it was largely ignored and our concerns were never properly addressed. The overall experience left us feeling misled and unsupported. Unfortunately, I would not use Routes again or recommend them to others.

THE MOST WORST HORRIBLE COMPANY!!!!! PLEASE DO NOT REMT FROM THEM!!!!! No SERVICE, NO OPEN DISCLOSURES, horrible company!!!!!!

Sylola did an amazing job and the process went very smooth

If I could put 0 stars I would. The front desk lied to me about a gas surcharge and charged me 207$. I had asked if there was any extra charge for returning the tank empty and i was told no, it was a free service. (Which i thought was weird) Then when I realized what happened a day later, I emailed(because theres no phone number to call about refunds) and I asked for a refund for the 207 since I returned the car will a FULL tank of gas and also had picture proof and all the gas recipets. They only offered me 111$ for a refund and I declined saying it needed to be the full ammount or i would go through my credit card company. It took them 5 days to respond to my initial email. Then I found out that the other 96$ was a "loss of services surcharge" that I did not agree to. They refused still to refund me the whole ammount.

I emailed them back and fourth and tried to work with them and in the end they started emailing me the same response over and over and kept pushing me to sign a paper to receive the 111$ refund that specifically states "we will refund the 111$ as long as I dont falsely file a claim through my credit card company for fraud".

Needless to say, I went through my credit card company for a refund.

BEWARE of this rental company. DO NOT give them your buisness. They are trying to make money in a scummy way off their clients.

2 hours wait to get the car. The staff all looked anc acted like they could not care less. Then when the key fob stopped working (2hrs away) no one could be reached. Customer support regarding vehicle issues went straight to voicemail. I ended up getting a friend to monkey with the car to get it to start but all in all a horrible experience. I will NEVER rent from them again.