The Women in Buses Operational Excellence Award from the American Bus Association is dedicated to advancing and recognising women in the bus industry. The Operational Excellence Award particularly special because it shines a light on the people who are working day in and day out to make sure operations are safe, efficient, and people-focused.
In 2025 this prestigious accolade was awarded to Lori Tokarz, the Director of Operations, for Sun Diego Charter (SDC), a division of the second largest motorcoach operator in the USA, All Aboard America Holdings (AAAHI).
AAAHI itself is part of the global Kelsian Group, which is based in Australia. Kelsian is a leader in public and private transport, running buses, coaches, ferries and even light rail across Australia, the US, the UK, Singapore, and the Channel Islands. Being part of this broader group means gaining access to global industry expertise, new technology, and sustainability initiatives but always with a focus on delivering excellent service in their local communities. As at 30 June 2025, Kelsian directly employs over 12,800 people and operates over 5,870 buses, 124 vessels and 24 light rail vehicles that delivered more than 383 million customer journeys over the last year.
What makes AAAHI special is that it brings together long-standing, often family-founded operators under one umbrella while still respecting the local culture and leadership of each business with companies stretching from California to Texas, Colorado, Louisiana, and beyond.
From the West Coast to the Mississippi, AAAHI serves a wide-range of customers in charter operations, including university and professional athletics, military travel, corporate partners, tour operators and K-12 schools. They also have more than 20 major contracts with transit operators, construction projects and corporate commuter shuttles that anchor their local businesses.
The Operational Excellence Award recognises Lori’s outstanding contribution to the motorcoach industry, celebrating her leadership in safety, operational efficiency and driver development. Over her 25-year career, Lori has exemplified what it means to lead with integrity, foresight and compassion.
“Receiving this award is not just about my work, it’s about the collective effort of everyone at Sun Diego Charter. It’s also about showing the next generation of women in transport that leadership opportunities are here for them too. Receiving it is definitely a career highlight for me and I feel incredibly humbled to be recognised by the American Bus Association for doing what I love,” Ms Tokarz shared with Driven Women Magazine.
According to Mr Brent Maitland, CEO, AAAHI, Lori’s impact extends beyond the day-to-day operations of Sun Diego Charter.
“Lori sets the highest of standards, leading by example and never loses sight of what matters – people,” Mr Maitland said.
“Lori’s influence goes far beyond her own location in Sun Diego. She also mentors peers, supports sister companies and has shaped a culture at Sun Diego Charter that prioritizes safety, service and trust.”
From the front office receptionist, Lori moved across numerous departments including finance, vehicle maintenance and cleaning, ultimately earning her position as Director of Operations. She now oversees a fleet of 35 vehicles, nearly 50 drivers and five direct team members, with the company driving more than 1.1 million miles in 2024.
“I’m very proud to be part of SDC, and when Sun Diego was a mom-and-pop business, I pitched in wherever I was needed and that journey gave me a real appreciation for every single role that keeps our business moving. With continuous learning, passion and curiosity, I became Director of Operations.
It hasn’t been a straight path – there were plenty of challenges along the way – but I’ve always believed in working hard, staying curious, and treating people with respect. Every step taught me something new, and it’s those lessons that shaped how I lead today,” revealed Ms Tokarz.
Lori’s leadership has helped transform SDC’s operational standards, with the company implementing rigorous and continuous training programs that exceed industry requirements under her direction. These initiatives have improved driver retention and customer satisfaction, while embedding a culture of safety and professionalism across the organisation.
“My role is really about making sure our operations run smoothly every single day, but also about setting high standards for safety, training, and customer service so that our team feels supported and our clients and passengers feel confident. What means the most to me is building an environment where drivers feel heard and supported and this award is a reflection of our team’s shared commitment to excellence and to putting safety and service first, every day,” said Ms Tokarz.
Managing the operational complexity of such a dynamic business, particularly in times of rapid growth or when delivering large-scale events is particularly rewarding for Lori. Balancing the safety, reliability, and customer service expectations of thousands of people every day requires a lot of coordination and trust across teams. Lori has focused on listening to the drivers and teams, making sure they know they’re valued and supported, and has led by example, keeping people at the centre of everything she does.
“Three years ago, we started doing quarterly one-on-ones with each of our drivers. We call it, ‘Coffee, Tea ‘n’ Talk’ and it helps drivers have a safe opportunity to share their candid feedback about the business, discuss their future career path or share what is important in their personal life. Additionally, under my direction, we have also introduced continuous training programs that go well beyond industry requirements.
These initiatives have helped us improve driver retention, strengthen safety, and lift customer satisfaction. I believe when you invest in your people and set high expectations with the right support, the entire business thrives,” said Ms Tokarz.
SDC has also marked several operational milestones in recent months. In December 2024, the company successfully delivered a complex five-day shuttle operation for the American Society of Hematology (ASH) Annual Meeting, moving thousands of attendees using up to 40 coaches per day, in collaboration with sister companies Lux Bus America in Anaheim, California and All Aboard America in Phoenix, Arizona
“I’m also really proud of the operational milestones we’ve delivered at SDC recently. This past July, we provided transportation service for Comic-Con, successfully running a very complex four-day shuttle program, moving thousands of attendees with up to 20 coaches per day in collaboration with our sister company Lux Bus America. Each bus needed two drivers to cover the entire shift from 7am to 1:30am the next day. It was a huge achievement for our entire team to be on shift that weekend.
Another big one was overseeing the installation of multi-camera safety systems across our fleet, which has further strengthened our culture of safety and accountability,” added Ms Tokarz.
In an effort to boost industry drivers, SDC continues to support employees who live in Mexico and work in the United States. Nearly half of SDC’s workforce lives in Mexico and crosses the border daily to come to work and that brings a unique set of challenges. Many of these employees are US citizens who choose to live in Mexico due to the cost of living and although the border is only 10 miles from their facility, it can often take more than an hour to cross the border.
“One of the ways we’ve supported our team is by sponsoring their enrolment in the SENTRI program, which allows for efficient, reliable, and secure border crossings. It’s an investment in our people, because when drivers can get to work smoothly and without unnecessary stress, everyone benefits.
It’s about making sure our employees know that we see the realities they face and that we’re here to back them. These are incredibly dedicated people, and I’m proud that we’ve created a system that helps them succeed,” explained Ms Tokarz.
This cross-border workforce also created one of the greatest challenges faced by SDC as they navigated their business through the pandemic. Almost overnight, their operations came to a halt, and they were faced with the heartbreaking reality of furloughing nearly 100 employees.
“Knowing that each person represents a family relying on that pay cheque weighed heavily on me, and the phone calls I had to make during that time were some of the most difficult of my career,” said Ms Tokarz.
Overall though, Lori’s proudest achievements are the relationships she has built and the culture they have grown together at Sun Diego. When a driver tells Lori they feel heard and supported, that means more to her than any award.
“What means the most to me is creating an environment where our team members feel truly heard and supported. This award might have my name on it, but it really reflects the shared commitment of our entire team to safety and service, every single day.
Over the years, I’ve worked across most of the functions, before stepping into the Director of Operations role at Sun Diego Charter. I think that path gave me a deep appreciation for every part of the business. Working your way up is a strength, it teaches you perspective, resilience, and the value of every role in creating success. Passion and persistence have carried me through, and I hope it shows others that leadership can grow from anywhere if you stay committed to learning and contributing,” concluded Ms Tokarz.
By empowering local leaders and respecting drivers, technicians and operations teams, AAAHI has a consistent focus on safety, technology and operational excellence that exceeds customer expectations every day.
Photographs supplied by AAAHI.