Waited for an hour to get car

They were clear in instructions and pretty friendly staff and shuttle driver

I will never use Routes ever again ... absolutely the most unorganized experience I've ever seen with a rental care company. And I've even rented with a mom-pop shop in Hawaii.

Customer service is not their focus. I waited for 15-20 mins prior to being helped. During that time the phone rang constantly - not one time was it picked up.

We called and went immediately to the exact pickup stop and sat within 10 feet of the sign for pickup. The pickup van never came. I called and they said that the van had broken down and then another van would be there in 10 minutes. No van appeared. I called again after 20 minutes and they said a van would be there within 10 minutes. No van appeared after 20 minutes. I called again and rechecked that we are at the correct place and they said a van would be there in 10 minutes. No van appeared and within 20 minutes I called again but they only had an answering machine. I continue to call until midnight and we finally left and got a car with no problem from thrifty Rent-A-Car right inside the airport.

Car had 2 bad front tires. Also was charged hidden fees.