Safety, Service, and Strong Partnerships, with Michelle Petelicki and Jill LaCroix
Episode 505
In this episode of Destination on the Left, I continue our special series in partnership with the American Bus Association with co-host Fred Ferguson, CEO of ABA, and guests Michelle Petelicki, President and CEO of Panorama Tours, and Jill LaCroix, Sales Manager at ACE Express Coaches. Together, we explore what it takes to build a successful group transportation experience and why choosing a motorcoach provider involves much more than comparing prices. Michelle and Jill share their perspectives on safety, reliability, communication, and the importance of building strong relationships with transportation partners. We also discuss the role motorcoach travel plays in sustainability, local economies, and creating better experiences for group travelers. Their insights offer valuable lessons for tour operators, destinations, and tourism partners working together to make group travel successful.
What You Will Learn in This Episode:
- Why choosing a transportation provider should begin with safety, reputation, and trust rather than price alone
- How to evaluate a motorcoach company’s insurance, licensing, safety practices, and driver training
- What to consider when booking directly with a transportation provider instead of relying on an intermediary
- How early communication and detailed itineraries help transportation partners plan for a successful trip
- Why destinations, attractions, restaurants, and transportation providers need to understand one another’s operational needs
- How industry associations and regional networks provide support when unexpected challenges arise
- What motorcoach travel contributes to sustainability, destination economies, and opportunities for off-peak visitation
Choosing a Transportation Partner with Safety and Reliability in Mind
One of the themes that stood out to me in my conversations with Michelle Petelicki and Jill LaCroix is that transportation is too important to treat as a commodity or make decisions based on price alone. A motorcoach company is responsible for carrying people safely, and the details behind that responsibility matter. Michelle encourages tour planners to ask about insurance, licensing, safety records, driver screening, and training. Jill adds that planners should look beyond the initial quote to understand a company’s experience, fleet, customer service, and ability to meet the specific needs of a trip.
Knowing who you are booking with is also key. Working directly with a company that owns and operates its buses can provide greater transparency and confidence than relying on an intermediary. Asking questions, requesting references, reviewing contracts, and understanding what happens if an emergency occurs are all important steps. As Michelle and Jill explain, a dependable transportation partner makes investments in safety and service that may not appear as individual line items on a quote, but make a meaningful difference to the overall experience.
Building Better Trips Through Communication and Collaboration
Another important takeaway from these conversations is that a successful group tour depends on more than a well-planned itinerary. Transportation providers need to be part of the conversation early enough to identify potential challenges and help make the plan workable. Michelle encourages groups to share as much information as possible when they first reach out, even if every detail is not yet finalized. Jill reinforces the importance of involving the transportation company early, communicating changes, and making sure the itinerary allows realistic time for travel, loading, unloading, and passenger needs.
We were reminded that this collaboration extends well beyond the tour operator and bus company. Destinations, attractions, restaurants, and other partners need to understand the practical considerations of motorcoach travel, including vehicle access, parking, road conditions, traffic, and accessibility requirements. Michelle shares why seemingly small details can affect whether a stop is feasible, while Jill highlights the work happening behind the scenes with dispatch, operations, maintenance, safety, and driver training. Their perspectives reinforced for me how open communication across the tourism ecosystem can help prevent avoidable problems and create a smoother experience for everyone involved.
Strengthening the Tourism Ecosystem Through Partnerships and Shared Value
Michelle and Jill explores the broader value of building lasting relationships within the motorcoach industry and across the tourism supply chain. Industry associations and regional networks can provide a valuable support system when unexpected situations arise, connecting operators with colleagues who can help find solutions. For tour planners, asking about a company’s industry involvement and after-hours support can offer useful insight into how prepared that provider is to respond when plans change.
We also explored the role motorcoach travel plays in sustainability and local economic development. Michelle explains how moving a large group in one vehicle can reduce the number of individual cars on the road, while advances in motorcoach technology continue to improve environmental performance. She also shares how transportation providers and destinations can work together to create more affordable off-peak opportunities, helping groups manage budgets while bringing visitors to businesses during quieter periods. We came away from these conversations with a stronger appreciation for how much the group travel experience depends on collaboration. When we understand one another’s challenges, build trusted relationships, and share a commitment to safety and service, we create value not just for one business or organization, but for the entire tourism ecosystem.
Resources:
- Research: https://www.buses.org/foundation/reports/economic-impact-of-motorcoach-group-travel-in-the-united-states-2025/
- A project by ABA: https://www.lookbeforeyoubook.org
Michelle Petelicki
- Website: https://www.panoramabustours.com/
- LinkedIn: https://www.linkedin.com/in/michelle-petelicki-504a38b0/
Jill LaCroix
- Website: https://www.aceexpresscoaches.com/
- LinkedIn: https://www.linkedin.com/in/jill-lacroix/
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