Thomas Ingram, Chief Operations Officer of Pacific Air Cargo, talks about his company's Boeing 747 express air service from Los Angeles to Honolulu, with connections to nearby islands and weekly flights to Pago Pago, American Samoa, and Guam.

Thomas has a strong belief that he is the kind of role model who exemplifies the trait of "doing." He not only talks from experience but also teaches from experience, and he is on the front line with the team so that he can be a part of the experience they are having.

Thomas is confident in his understanding of the Pacific Air Cargo culture, which he has contributed to developing over the course of many years. Thomas believes it's important for their culture to be preserved. It is our goal to maintain our status as the go-to logistics provider for our partners. More competitors have entered their field, but what sets them apart is their dedication to their customers, their emphasis on speed of service, and the resources they put into staff development and technological advancement. He never stops working toward the goal of keeping the culture true to itself and moving the organization's values and vision forward.

Our staff is authorized to take the lead and make adjustments as necessary. Thomas says that as we continue to build and grow both our company and our management team, one of our main goals has been to find people who are interested in leadership and want to join our team.

We start by observing our team members in the warehouse and on the ramp for those who have the makings of leaders, and then we give those people an opportunity to rise through the ranks. We stress the need for near-perfect attendance as a baseline, and we explain to them why disciplinary write-ups of people they manage or oversee are not indicative of quality leadership. Then we have a conversation with them and educate them about the current projects and our short-term goals, of which they are an integral part.

There was a time when Thomas used fear as a way to get people to "do as I say, or you are gone." With the passage of time and the influence of several mentors, he has settled on the idea that leading by example is the most effective strategy. Also, he understands that he was in the minority with his viewpoint. He has now accepted the fact that he cannot please everyone. A friendly grin and some time to think about it will help me come up with the most appropriate response to your query. Never state that you know everything, he advises.

We have been working with an excellent IT solutions manager from inside our parent group to develop our point-to-point manifesting system, online booking features, and PACTRAK, a cutting-edge online tracking platform, as stated by Thomas. We also launch a fully digital, automated, and point-to-point consumer advisory service in the near future. I have full faith in our bright future because we are a quick-moving, creative company.

The fact that a real person answers the phone whenever you call is our strongest suit. Accidental damage, incorrect quotes, and mismanaged shipments are all things we've dealt with. However, our procedure requires us to answer the phone and provide a prompt response with a plan of action to fix the problem. Our organizational culture places a premium on doing the "right thing" and accepting responsibility for any mistakes that may be made.

Pacific Air Cargo remains a small player in the air cargo industry but also remains one of the most important, specialized movers of oversized cargo in the State of Hawaii. We play a significant and vital role when it comes to disaster response and relief for Hawaii and the island communities across the Pacific. Thomas is certain that his crew will continue to provide the greatest air freight service in the country to the State of Hawaii and the West Coast despite the many well-documented challenges of the recent past.