June 5, 2026|Features, Motorcoach Companies
By Harrell Kerkhoff, Busline Magazine Editor
The North American bus/motorcoach industry has gone through a lot of ups and downs during the first half of the 2020s, exacerbated of course by the global COVID pandemic which struck the industry with the force of a hurricane — forcing thousands of trips to be canceled and the permanent closure of far too many bus/coach operations.
For one bus/motorcoach operator, Gray Line Tennessee, the pandemic was not the only catastrophe to overcome. In the early morning hours of March 3, 2020, a major tornado struck Nashville, TN, with loss of life and major damage to property. That damage included the destruction of Gray Line Tennessee’s maintenance facility. And if that was not bad enough, just as demand for sightseeing tours in Nashville started to gain traction in late 2020, a bomb was detonated in the downtown area on Christmas Day of that year, killing the instigator, injuring eight others, and damaging dozens of buildings in the surrounding area.
It’s quite fair to say 2020 was not a great year to provide black car, charter and sightseeing transportation in and around Nashville — or anywhere in the world for that matter. Despite such major obstacles, Gray Line Tennessee not only persevered through the difficulties but soon prospered. Just five years after the disastrous 2020, the company was honored with the International Motorcoach Group (IMG) Operator of the Year Award in 2025.
“This recognition reflects the dedication, hard work, and passion of every single member of our team,” Gray Line Tennessee President & CEO Chuck Abbott said, after his company received the award. “Our Mission, Vision, and Values all hinge on providing safe, reliable, and exceptional transportation experiences, and this award confirms that commitment.”
The IMG Motorcoach Operator of the Year Award is presented annually to a member company that demonstrates operational excellence, innovation, safety leadership, and outstanding contributions to the industry. Selection is based on nominations from IMG members and evaluation by previous award recipients.
During a recent interview with Busline Magazine, Abbott was asked about those trying times and how the company not only survived — but eventually thrived — as a premier transportation provider in the Nashville area and beyond.
“It’s times like that which demonstrate the need to ‘think outside the box,’” Abbott said. “The two worst responses to hear when facing such trials are: ‘We have always done it that way,’ and ‘We have never done it that way.’ Rather, the correct focus is to adjust and try new things, especially when major obstacles are in the way to success.”
He noted today’s greater demand for the transportation services provided by Gray Line Tennessee is reassuring in the wake of the tornado and pandemic experiences.
“That period of time now seems like a lifetime ago. We were able to survive and succeed from those challenges with help from our motorcoach supplier Prevost and our great employees. That help let us quickly adapt and change our approach to business,” Abbott said. “We understood the task at hand, which included proper communication. For example, we set up a community Facebook page, which featured live sessions for the benefit of our employees. We also stayed in touch with our customers, our vendors, our investors, and our partners. It also helped that we understood the importance of networking with others in the industry, such as through IMG and Gray Line Worldwide.
“Our company was in equilibrium during those trying times. We needed to take action and get creative. The word ‘unprecedented’ was eliminated at Gray Line Tennessee. It was important to set a precedent for everything that needed to get done. The result was making the necessary changes and reinventing our business from the ground up. That included waging a war on paper. All business here is now conduced digitally. We also found new ways to compensate and incentivize our employees.”
Abbott noted that business for Gray Line Tennessee during the months of January and February 2020 were, in his words, “stellar.” And then the bottom fell out due to the pandemic.
“Prevost greatly helped us after the loss of our maintenance facility from the tornado. We were able to partner with the local Prevost service center to meet our vehicle maintenance needs,” he said. “Prevost has been there to support us in many ways as our business continues to recover from both the tornado and pandemic.”
Today, Gray Line Tennessee has a fleet of nearly 250 vehicles and employs approximately 320 people. Its transportation offerings involve major business units including charter, sightseeing and school bus transportation.
Its fleet includes 60 full-size motorcoaches and 20 minicoaches, along with luxury SUVs, vans, transit buses and black cars. Also included are approximately 120 school buses, many of which are being retrofitted with air conditioning and advanced tracking software that can be used by parents.
“Our school bus division provides transportation for around 7,500 charter students who are attending 15 different charter schools located around metropolitan Nashville and Davidson County,” Abbott said. “Among our other services is the transportation of professional sports teams that arrive in Nashville. We also have an exclusive transportation relationship with Vanderbilt University and Belmont University (both located in Nashville).
“Although we will transport passengers throughout the country, our basic service region consists of Nashville and surrounding area.”
The entire motorcoach fleet at Gray Line Tennessee comprises of Prevost vehicles aside from several Volvo coaches. Prevost is a subsidiary of the Volvo Group. Vehicle amenities for those coaches prioritize safety with features like 360-degree cameras, adaptive cruise control, and AI support for driver training. Also included is robust Wi-Fi and Roku capabilities for the newer vehicles.
“We enjoy a great working relationship with Prevost. I have found the quality of Prevost motorcoaches is unmistakable and their customer support is first-rate. We will be adding 20 new Prevost H3-45s to our fleet within the next two years,” Abbott said. “Our Director of Fleet Services, Jerry Mischler, has been with Gray Line Tennessee for 40 years and has a very high level of technical understanding of Prevost coaches. That is a great benefit for our company. We also enjoy a strong working relationship with high-level Prevost managers who provide us with great support.”
Shown, left to right, are Gray Line Tennessee Sightseeing Operations Manager Chris Heath, Senior Vice President of Sales & Operations Kristin Levering, President & CEO Chuck Abbott, and Director of Fleet Services Jerry Mischler. (Photo courtesy of Gray Line Tennessee)
Sightseeing & More
The history of Gray Line Tennessee dates to 1973 when brothers Chris and Dennis Levering founded what was then known as Country & Western Tours. The company provided customized sightseeing services in Nashville to residents and tourists alike. That included “Home To The Stars” sightseeing tours of country and western music performers, a service that continues today.
In 1988, the company became a Gray Line licensee and was renamed Gray Line Tennessee, focusing on a continued commitment to exceptional customer service and high-quality standards. The legacy of Gray Line Tennessee lives on through Senior Vice President of Sales and Operations Kristin Levering, the daughter of co-founder Chris Levering.
“My father and uncle started the company with a vision to create not just a business, but a legacy of exceptional tourism and lasting relationships. Their foundation of integrity, hard work, and a deep commitment to the Nashville community have guided our path for success,” Kristin Levering said, when Gray Line Tennessee was named IMG Operator of the Year in 2025.
Other sightseeing tours now provided by the company include the Nashville City Tour, Dollywood Day Trip, Civil War Tour, Memphis Day Tour, and the Nashville Night Tour. Open-air double-decker buses are used for many of those tours.
“Our Nashville City Tour was just recognized as a 2026 Tripadvisor® Travelers’ Choice® Award winner. It’s the fourth year in a row that we’ve received that honor and puts us in the top 10% of their attractions worldwide,” Abbott said. “We are very proud of our history at Gray Line Tennessee and what the company has grown into.”
He added the company’s diverse service offerings provide more scale for the business — helping to improve cash flow, resource management and better absorb overhead costs in an industry well known for its seasonality.
“In particular, giving our drivers the opportunity to work year-round helps us retain the best drivers. In return, our overall business remains very solid. We’re growing as a company, buying new motorcoaches and expanding our maintenance capabilities,” Abbott said. “Despite all the changes that have taken place over the years, including within the transportation industry, Gray Line Tennessee has always strived to remain true to its roots. It starts with stressing the importance of safety and reliability. We also focus on providing genuine hospitality, which helps our company, city and region remain successful.
“We joke that Nashville is the ‘center of the universe,’ but the city does continue to grow in both population and popularity. I give a lot of credit to the Nashville Convention & Visitors Corp. It has done a brilliant job of creating the Music City brand and making Nashville a top 10 global travel destination for the past decade or so. Also, the business and political climate in Tennessee is very attractive to startups and company relocations. As a business, we are very fortunate to be where we are, and we want to continue to grow with the area.”
Aside from student transportation, most of Gray Line Tennessee’s services are largely dependent on discretionary spending. That includes business meetings, group travel, tourism, and black car service. There is also always some level of uncertainty that impacts the overall transportation industry.
“Right now, it’s the cost of fuel, concerns over air travel safety and airlines going out of business. The good news is, visitor counts in our area of the country are up substantially,” Abbott said. “We, at Gray Line Tennessee, just finished our best April since the pandemic. It’s been a long road back. As a transportation provider, we benefit from such growth and will continue to work hard to take care of our passengers.”
After losing its state-of-the-art maintenance shop in the 2020 tornado, the company has consolidated facilities that now include a new school bus depot, with plans for an automated wash system, new paint booth, and an additional maintenance bay in the works.
The Value Of Experience
Providing different transportation services allows Gray Line Tennessee to maintain a strong workforce. That includes full- and part-time drivers, mechanics, detailers, and administrative staff.
It helps that the company’s leadership team enjoys a wealth of experience. For example, Director of Fleet Services Jerry Mischler has been with Gray Line Tennessee for 40 years, while Sightseeing Operations Manager Christina Heath has 35 years of experience at the company. Another key person with leadership experience is Senior Vice President of Sales and Operations Kristin Levering, who has been with the business for 24 years.
As for Abbott, he has been with Gray Line Tennessee since 2014, when he was hired as the company’s CFO.
“After 12 years, I guess I can now be considered ‘a bus guy’ too, although my professional career started in another industry. It’s been a lot of fun and challenging. The great benefit to being involved with the bus business is meeting and working with so many wonderful people,” Abbott said. “Many times, my role here is to help provide key resources for our employees to succeed and then get out of their way so they can do their work. A combination of engaged employees and knowledgeable leadership has helped Gray Line Tennessee during both good and tough years. We benefit from the diversity of our workforce and continually strive to help all employees find fulfillment in what they do.
“We also try to promote from within. The culture at our company is one of collaboration, accountability and respect. We also want to be the employer of choice within our industry for the Nashville area.”
A key part to any transportation provider’s success is offering safe, reliable, and courteous service. Driver qualities prioritized at Gray Line Tennessee involve the provision of safety, positive customer experiences, and professionalism, with specific skill sets required for each business unit. For example, being capable of managing the proper passenger environment within a school bus is a critical part to being a good school bus driver.
Officials at Gray Line Tennessee focus hard on both hiring, retention, and training. Such efforts include:
• Driver recruitment and retention programs that are supported by an in-house CDL school, featuring three full-time trainers as well as year-round work opportunities across diverse business units; and,
• The development of a new “elite driver program,” which involves the selection of 20 top-performing drivers who will report to a new “manager of driver experience” and receive assignments to newer buses and higher-profile clients.
Abbott added that his continual main message to both new and current employees at Gray Line Tennessee is always the same: “If you ever see something that doesn’t align with our company’s mission, vision and values, tell me and we will work to fix the situation.”
New Horizons
Many good things have come to Gray Line Tennessee since the company’s (and industry’s) challenges in 2020. With the restoration of services and customer interests, company leaders are focusing on new opportunities.
“We’re slowly bringing back more sightseeing experiences that were put on hold during the pandemic. We want to make sure that instead of trying to be all things to all people we are providing services that offer real quality. That includes experiences that are unique to Nashville,” Abbot said. “We also introduced a new airport shuttle service last year that can be activated on demand when there are large convention groups in town. We’re always looking for ways to provide solutions to transportation challenges.
“It helps that we are part of the familiar Gray Line brand and family. With it comes a level of respect and quality that makes us proud. It’s also great to be part of the IMG family, which is also known for its premium operators. At the end of the day, we want to always be ‘top of mind’ as it relates to passenger transportation in our part of the state and country. Being associated with those two fine organizations (Gray Line Worldwide and IMG) propels us to greater success.”
Visit graylinetn.com.