Not just a bus ride: How Kevin Lopez brings heart to the job and brightens a passenger’s day

It was a normal day for Metro bus operator Kevin Bismarck Lopez, driving his route on Line 28, when his supervisor called him back to Division 7 in West Hollywood for something unexpected a few weeks ago.  

A little nervous, Kevin walked in to find Metro CEO Stephanie Wiggins waiting with her team. Suddenly, a heartfelt message from a passenger was read aloud:  

“I was having a tough day. I was laid off from my job of 10 years due to budget cuts. When I saw Kevin pull up [his bus] on time and ask me how my day was with the biggest grin, I felt acknowledged and respected. I told him how my day was, and he reminded me one tough day isn’t the end of the world. There might be a closed door, but it will open so many more for the future.”  

This note was submitted through Metro’s Special Thanks and Recognition (STAR) Program, launched in October 2023 to give riders and Metro staff a way to share positive experiences with Metro employees—whether bus operators, custodians, security, Ambassadors, or other staff.  

Kevin was touched. “I was also honored the CEO came here to congratulate me. I was in shock, happy, and proud,” he said after receiving a challenge coin from CEO Wiggins— a specially designed coin traditionally used in the military and now adopted by Metro to recognize employees who go above and beyond in customer service.  

Kevin has been with Metro for almost three years operating buses on Lines 10 and 28. He still remembers the rider who left the note about him and that day. “I couldn’t ignore the passenger’s feelings, so I offered some words of comfort,” Kevin says. “I’ve been there before—I lost my job once and my mother too, a long time ago. I know how hard it is.”  

Before joining Metro, Kevin was a store manager for a coffee chain. When he heard Metro was hiring in 2022, he didn’t hesitate to apply. Public transit had been part of his life since he was 17, when he took the bus to school and work from his home in East Hollywood. “I got my license at 18, but I didn’t have a car for a while, so I was always on the bus,” Kevin says.   

After starting at Metro, driving such a large vehicle felt intimidating, but Kevin trusted his skills. Now, at 30, he loves his work, the energy of his division, the scenery along his routes, and the connections with riders. “Sometimes it’s just a quick hello, and some reply: ‘How are you, bus driver?’ It’s a short interaction but it feels good,” he says.  

Kevin believes small gestures can have a big impact. “If you’re having a bad day, just hearing ‘good morning’ can change your whole demeanor. It might keep you from giving up.”  

His empathy comes from life lessons — friends who showed him kindness when he was young, and his mother’s encouragement during hard times. “Treat others how you want to be treated,” he says. “It doesn’t always work, but that doesn’t mean you stop trying.”  

On the road, Kevin keeps his focus on getting riders where they need to go, safely and on time. If someone is running for the bus, he tries to wait if it’s safe. If a passenger is lost, he offers directions. And no matter what, he greets people with his trademark smile, the same one that made a tough day feel a little brighter for that passenger.  

Outside work, Kevin — who is also a father of a 9-year-old son — enjoys playing baseball, a passion since his teen years. A Dodgers fan, he admires Freddie Freeman’s determination and plays in a Sunday league in San Pedro, where he often meets other players from Nicaragua, his family’s native home.  

Although Kevin was born and raised in Los Angeles, his connection to Nicaragua runs deep. Both of his grandmothers are from there, and he treasures the culture and flavors they’ve passed down to him. His grandmother Lucrecia makes his favorite dishes — queso frito and plátano frito — and taught him Spanish, a skill that helps him connect with even more riders.  

To the passenger who wrote the STAR message, Kevin hopes he’s doing well and has found a new opportunity. He also has a reminder for all of us: bus operators have tough days, too. “You never know what’s going on behind the scenes, so kindness goes both ways.” he says  

After that memorable moment, Kevin recently decided to transfer to Division 2, where he now operates buses on Lines 10 and 48 —so if you see him on your ride, you already know his story. Don’t forget to say hi!

Since launching, Metro’s STAR Program has received more than 1,000 messages of kindness, professionalism and connection from riders. With more than 4,000 full-time bus operators and over 12,000 employees systemwide, every kind word matters.  

STAR reinforces Metro’s culture of appreciation by recognizing excellence and the behaviors that make the system safer, friendlier, and more reliable. It gives employees tangible proof that their work matters, turning small moments into lasting motivator, team celebrations, and reminders that how we treat each other matters.   

We all know how easy it is to be quick to issue a complaint — but taking a moment to share something good can mean the world to the person who made your day better. If a Metro employee has shown you kindness, patience, or simply made you smile, let them know. Your words can go a long way. Share your story at metro.net/star—available in English and Spanish.