BY SHOREYANN RAGOSO
For many airline passengers, a journey begins with a simple booking and ends when they collect their bags at their destination. Behind that simple experience, however, are complex computer systems working every minute to make sure flights operate safely, smoothly and on time.
For Solomon Islander woman Mavis Haga Tom, making those systems work is her everyday responsibility.
Tom is the Reservation Systems Manager at Solomon Airlines, where she oversees important passenger and airport systems that support the airline’s daily operations. Her work includes managing Passenger Service Systems (PSS), reservation platforms, Departure Control Systems (DCS), and other technologies linked to immigration and airport operations.
Much of her work happens behind the scenes, but it plays an important role in the passenger journey, from booking and check-in to boarding, baggage processing and flight departure.
For Tom, the journey into aviation technology has been built on curiosity, hard work, continuous learning and a willingness to take on difficult challenges.
Her achievements were recently recognised when she received the Best Female Aviation Leader of the Year Award and the Overall Excellence Award 2026.
Tom clarified that she was also a finalist in the Rising Start SME category, but did not win that particular award.
The Overall Excellence Award was especially meaningful to her because it is the most prestigious award presented across the categories. It is given to the category winner who achieves the highest overall score.
For Tom, receiving the award came as a surprise.
“Receiving the recognition was both unexpected and incredibly humbling,” she said.
“When I heard my name announced, my first feeling was gratitude. I immediately thought about the people who have supported me throughout my journey.”
She said those people included her family, mentors, colleagues, leadership team and others who had contributed to her professional growth over the years.
The recognition, she said, was not simply about her personal achievement. It represented years of hard work, dedication, learning and commitment to excellence in a technical field that many people rarely see.
“These awards affirmed that the work being done behind the scenes is making a meaningful impact, not only for Solomon Airlines but also for the aviation industry as a whole,” Tom said.
For her, the awards are also a reminder that leadership does not always mean being in the spotlight.
Sometimes, she said, leadership means consistently delivering results, overcoming challenges, supporting colleagues and creating positive change within an organisation.
From Telecommunications to Aviation
Tom’s interest in technology started before she entered the aviation industry.
Before joining Solomon Airlines, she spent almost 10 years working in the information technology department of a telecommunications company then known as IP Services.
Her experience working with complex telecommunications systems developed her interest in technology and how digital solutions could improve the way organisations operate.
That interest encouraged her to study Information Technology. She later graduated with a double major in Information Systems.
After completing her studies, Tom decided not to return to telecommunications. Instead, she wanted to explore a new industry.
She applied for a position with Solomon Airlines.
Moving into aviation was a major change.
The airline industry is highly specialised and constantly changing, requiring discipline, technical knowledge and continuous learning.
But rather than seeing the challenge as a reason to step back, Tom saw it as an opportunity to grow.
She enjoys learning new things, taking on difficult tasks and pushing herself beyond her comfort zone.
Over more than eight years with Solomon Airlines, she has developed strong knowledge of reservation systems, Departure Control Systems and other technologies that support airline operations.
Much of that knowledge came through self-learning and hands-on experience.
Tom said the challenges, lessons and even criticism she faced during her career helped shape her into a stronger professional and leader.
What continues to inspire her is the way technology connects every part of a passenger’s journey.
From the moment a passenger makes a booking, through check-in and boarding, to baggage processing and arrival, technology is involved.
For Tom, solving problems and improving these processes is one of the most rewarding parts of her job.
The Auckland Challenge
Among the many projects Tom has worked on, the implementation of Departure Control Systems at international airports has been some of the most challenging.
Two projects that stand out for her were the implementation of Solomon Airlines’ DCS at Auckland and Christchurch airports in New Zealand.
The Auckland project was particularly difficult because the Solomon Airlines system had to communicate correctly with New Zealand’s immigration system.
It required detailed testing before the system could be approved.
“Before approval could be granted, I was required to complete and pass approximately 50 different test scenarios, each designed to verify that passenger information was correctly processed and transmitted,” Tom said.
The testing was detailed and time-consuming, and it had to be completed within a short period.
There was no room for mistakes.
Every test had to be successfully completed before Solomon Airlines could proceed with onboarding and receive approval to use the system in New Zealand.
What made the task even more difficult was that Tom completed the testing independently, without assistance from other team members.
Through careful planning, persistence and attention to detail, she completed all the required tests.
She achieved a 100 percent pass rate.
That allowed the airline to continue with the implementation and onboarding process.
For Tom, the achievement demonstrated the importance of preparation and confidence when facing difficult technical work.
Two Days to Prepare Christchurch
The Christchurch DCS implementation presented another major challenge.
Normally, Tom explained, setting up a new airport Departure Control System could take up to two weeks.
But because of operational requirements and an approaching inaugural flight, she was given only two days to configure and deploy the system.
“Many would consider this impossible, but I accepted the challenge,” Tom said.
For two days, she worked around the clock to ensure the system was ready.
The work involved checking configurations, check-in processes, security requirements, baggage arrangements and operational workflows.
The pressure was intense.
“There are times when I worked throughout the night and only realised it was morning when passengers from other airlines started arriving at the airport for check-in,” she said.
Despite the limited timeframe, the system was successfully deployed and was ready for the launch.
For Tom, this project remains one of the examples of what can be achieved when a person is prepared to take responsibility and remain focused under pressure.
Technology Behind Every Flight
One of Tom’s greatest achievements has been independently implementing and configuring Solomon Airlines’ DCS check-in system across all of the airline’s international airports.
Many of these projects were completed under significant time pressure and required long hours, technical knowledge and determination.
Although the work was demanding, she said it strengthened her technical expertise, project management skills and confidence.
“What gives me the greatest satisfaction is knowing that the systems I implemented continue to operate successfully today, with no major issues,” Tom said.
“Those experiences taught me that with dedication, preparation, and belief in yourself, even the most difficult challenges can be overcome.”
She said the experiences also strengthened her confidence that she had mastered her role and could deliver results even in difficult circumstances.
For passengers, the systems she manages may not be visible.
But they support important processes including check-in, boarding, baggage reconciliation, passenger information and flight departures.
“It is incredibly rewarding. Most passengers may never see the systems operating behind the scenes, but those systems are critical to ensuring safe, reliable, and efficient travel,” Tom said.
Knowing that her work helps support on-time departures, accurate passenger processing, baggage management and regulatory compliance gives her a strong sense of purpose.
“I take pride in knowing that the technology and operational systems I help manage contribute to a seamless travel experience for our passengers and support the overall safety of airline operations,” she said.
A Pacific Woman in Technology
Tom’s achievements also carry a wider meaning for her as a Solomon Islander and Pacific woman working in a highly technical field.
She said aviation technology remains an area where women, particularly Pacific women, are still underrepresented.
Earlier in her career, she sometimes felt she had to work harder to demonstrate her technical knowledge and ability.
But she refused to allow those experiences to discourage her.
“Rather than letting those challenges discourage me, I used them as motivation to develop my skills, build confidence, and demonstrate my value through results,” she said.
Those experiences helped shape her approach to leadership.
They taught her resilience, empathy and the importance of creating opportunities for other people.
“Today, I strive to support and encourage young professionals, especially women, by showing that leadership and technical excellence are achievable regardless of background or gender,” Tom said.
For her, representation matters.
Seeing Pacific women succeed in technical positions can help young people believe that similar opportunities are possible for them.
A Message to Young Women
Tom hopes her journey can encourage young women and girls across Solomon Islands and the Pacific to consider careers in aviation and technology.
She believes young people should not allow stereotypes or self-doubt to limit their ambitions.
“Believe in your ability and never be afraid to pursue opportunities that challenge you,” she said.
“Aviation and technology are exciting industries that offer many career paths, from engineering and information technology to operations, management, and leadership.”
She encourages young people to keep learning, ask questions, find mentors and remain resilient when they face difficulties.
“Every expert started as a beginner. If you are passionate, committed, and prepared to work hard, there is no reason why you cannot succeed,” she said.
Tom also believes women bring important perspectives to workplaces.
“Our industries become stronger when women are represented at every level,” she said.
Her message is not only for women already working in the industry. It is also for young girls who may not yet have considered aviation or technology as a possible career.
Awards Bring Responsibility
For Tom, the two awards are both a personal milestone and a responsibility.
“Personally, these awards are an honour and a reminder of the responsibility that comes with leadership,” she said.
“They motivate me to continue growing professionally and contributing to the aviation industry.”
She also believes the recognition reflects positively on Solomon Airlines.
“I believe these awards highlight the talent, professionalism, and expertise that exist within our organisation,” Tom said.
“They demonstrate that even airlines from small island nations can achieve excellence and innovation on a regional and international level.”
She hopes the recognition will also draw attention to the growing ability of Pacific professionals and encourage greater investment in aviation technology, training and leadership development across the region.
Building Local Skills
Looking ahead, Tom wants to continue developing her expertise in aviation technology, digital transformation and strategic leadership.
“I’m particularly interested in contributing to projects that improve operational efficiency, enhance customer experience and support the modernisation of aviation services within the Pacific,” she said.
She also wants to see greater access to training, scholarships, professional certifications and career pathways for Solomon Islanders interested in aviation and technology.
For Tom, building local expertise is important because it will allow more Solomon Islanders to take on technical, managerial and leadership roles both at home and internationally.
She wants young people to see aviation and technology as more than just jobs.
“I want to help create a future where our young people can see aviation and technology not just as careers, but as opportunities to contribute to the growth and connectivity of our nation and the Pacific region,” she said.
A Journey of Perseverance
Tom’s story is one of a career change that led to a specialised role in an industry where technology is essential.
From nearly a decade in telecommunications to more than eight years in aviation, she has built her career by continuing to learn and accepting difficult challenges.
Her work may not be visible to most passengers, but the systems she manages help keep the airline’s daily operations moving.
Her experience also shows how local professionals can develop specialised skills and take on responsibilities that require international coordination and technical expertise.
As a Solomon Islander woman, Tom is proud to represent Solomon Airlines, her country and Pacific women in aviation and technology.
She sees her awards not as the end of her journey, but as encouragement to keep improving.
“I hope my achievement encourages other young women and professionals across Solomon Islands and the Pacific to pursue their ambitions and believe in their potential, regardless of the challenges they may face,” she said.
Tom believes the future of Pacific aviation will depend partly on developing local skills and giving young people opportunities to learn.
For her, lifelong learning remains one of the most important parts of success.
Her story sends a simple message to the next generation: start where you are, keep learning, accept challenges and do not allow doubt to decide what you can achieve.
“I hope this recognition encourages others to pursue their ambitions, embrace lifelong learning, and believe that regardless of where you come from you can make a meaningful contribution to the global aviation industry,” Tom said.
For the passengers who board a Solomon Airlines flight, much of the technology supporting their journey may remain invisible.
For Mavis Haga Tom, however, that invisible work is a responsibility she takes seriously—and a career she is proud to have built through determination, knowledge and perseverance.
