There were no signs anywhere in the airport to show the pickup location. Once we talked to about 3 different people, they led us in the general direction. The shuttle arrived after about 45 mins. There was only one person at check in (who was also the shuttle driver) so that took another hour before we actually had the car. Ok car rental had given us the wrong address for returning the car so we spent over an hour driving around to find it and made it to the airport about 35 minutes before departure. Extremely stressful in every way and will never book with OK car rental again.

- The car was nice - Under staffed office at pick up - No indications at the airport where to go for the shuttle transfer service / it appeared to be at departures level, which was not indicated in documents or in the airport - if you don't take the extra insurance they offer ... they give you a car with a hidden problem, that they charge you at drop-off (we argued about it, but it didn't help - we sent a reclamation by e-mail, nog reaction up to date) - the amount they reserve on your credit card is double comparared to the indication at online reservation

- good overview of possible rents, user friendly website - the reservation system should be more clear by which renting company the car is offered, showing more clearly the logo and - the reservation system should show the rating of the renting company. For "OK cars" it appears to be very bad ... but this is not showed by your website when choosing.

Horrible service in Bilbao!! When we got there we took 2 hours and 30 minutes to pick up hour car. Nothing wrong about the staff working there, one guy picking up, dropping and checking all the cars, and one woman doing all the contracts, we were surprise that they could even manage everything. It was really annoying to wait that long but it wasn’t the employees’s fault at all, it’s impossible to run a place just we that staff, they couldn’t do more and obviously they were so stress. This complain it’s more about the company and how necessary it’s to hire more people, not fair for the customers and not fair at all for the staff.

No communication given that they are located off site and you need to get a shuttle bus to their offices.

It just feels like a very dishonest company. There is basically no way to really know how much the rental will cost beforehand. Even when one book from full to empty, we have to fill up to avoid fees. I am not even mentioning the insurance scam here. No use for prebooking insurance. You will have to take the Ok rent a car insurance if you don't want your experience to be horrible. Will never do business with them again. On the day of return, no one was there. We had to call some non obvious number to have service and assure us that someone will come take care of us and bring us to the airport. In addition, it was not clear at all at the time of booking that the company was not directly at the airport but somewhere else.