My husband has leg problems. Routes uses a small van and is quite high. He had difficulty getting on and off vehicle. I waited in line nearly 45 minutes to get the rental

Did not realize car pickup occurred at site remote from main rental car pickup site. Too much additional time involved! Also, long wait once arrived at Routes rental pickup site. Also, learned at pickup site that insurance card had to be provided. Not made clear enough at time of booking, and did not print out with pickup instruction sheet.

More counter staff at pick up and more regular airport shuttle at airport

The staff was terrible. Only two people and their focus was on the phone, not the people in front of them.

You need to let people know that there are conditions for the rental of cars. Routes does not allow locals to rent cars from that location. Had to prove that the driver flew in using their flight reservation. Had I been a local this would have been a BIG problem.

Maybe tell people they need to take multiple shuttles to get to the damn place. Or send the shuttle straight to the airport.