The Avia Solutions Group “Highflyers” Employee of the Year Awards recognize colleagues whose dedication and achievements make a meaningful impact across the Group.
At the 2025 awards, Anna Goras of Aviator at Stockholm-Arlanda won the Soul of the Year Award, recognizing her remarkable commitment, positive energy, and lasting influence on the people around her. After more than 20 years in the industry, Anna continues to bring the same enthusiasm for service, teamwork and continuous improvement that has defined her career.
For Anna, staying motivated comes from the connections she builds through her work and from being part of an industry where constant change brings new challenges, fresh perspectives and continuous opportunities to develop.
“After more than 20 years, it is still the people who give me energy - staff, colleagues and passengers,” Anna says. “No days are identical, and I am motivated by contributing to a safe, efficient and positive experience for our travelers.”
For Anna, service is closely connected to commitment and presence. She believes staying close to day-to-day operations is essential not only to understand what is happening on the ground, but also to help employees develop and succeed.
“To me, service is about commitment, presence, and always wanting to perform a little better. I believe in people, and to watch employees grow is fantastic.”
That sense of presence extends beyond standard working hours. Anna is known for being available to her team early in the morning and late in the evening, something she sees as an important part of making sure colleagues feel supported whenever challenges arise.
At the same time, effective leadership does not mean solving everything personally. Instead, Anna places considerable emphasis on giving people the clarity and responsibility they need to own their work.
“Ownership is the key to efficiency,” she explains. “When each person feels responsible for their part, we create a stronger, safer, and more well-functioning team.”
Her long experience also helps her remain focused when operations become demanding. Rather than letting stressful situations distract from the issue at hand, Anna focuses on finding solutions and helping the team move forward.
Ownership is also central to how she maintains consistently high standards across different shifts. It is a principle reinforced throughout the entire team, including during training, with each employee encouraged to understand both their individual responsibilities and their contribution to the wider operation.
“For me, everything starts with the individual - including myself - with each person taking responsibility for their assignment, their approach and their part of the bigger picture,” she says. “When everyone feels ownership of their work, it also becomes easier to maintain a high and consistent standard together.”
That approach has also supported strong operational and financial performance. With results exceeding the 2025 budget by 25% year to date, Anna points to a combination of new ways of working, technology and careful workforce planning as important contributors.
Within Passenger Services, Anna has helped reshape the way the department operates. The team has invested significantly in self-service while moving away from a model focused primarily on employees sitting behind counters. Instead, colleagues are increasingly meeting travelers directly on the airport floor, improving passenger flow while using resources more effectively.
The Planning team has supported these changes by closely monitoring fluctuations in demand and adjusting staffing levels accordingly, helping ensure resources are used where they are needed most.
While the tools and processes surrounding Passenger Services continue to evolve, Anna believes the foundations of strong leadership remain highly human. For the next generation of leaders, she hopes to leave behind an understanding that responsibility belongs to everyone, not only those with management titles.
She also believes leaders must accept that in such a dynamic, constantly evolving industry, learning never really stops.
“As a leader, you also need to understand that you are never completely finished,” Anna says. “You lead in an operation that is constantly changing, and therefore you need to remain curious, keep up, and adapt.”
Staying visible is equally important. Anna encourages leaders to spend time on the operational floor, remain close to their teams, and build an environment where people feel secure enough to take responsibility. Even amid the demands of day-to-day operations, she believes there should always be room to enjoy working together.
Receiving the Soul of the Year Award was an emotional moment for Anna and has reinforced her motivation to keep developing and contributing.
“It means a great deal to me. I was very happy and overwhelmed when I received this award,” she says. “It is wonderful recognition, and at the same time it gives me even more energy to continue working, developing and contributing going forward.”
Anna is also quick to share the recognition with the colleagues and managers who have supported her throughout her career. She credits strong collaboration, everyday support, coaching, and guidance with helping her grow both professionally and personally.
Her advice to future nominees reflects many of the principles that have shaped her own career:
“Continue being yourself, don’t be afraid to take up space and believe in the work you do every day,” Anna says. “Dare to be curious, take ownership, and see every challenge as an opportunity to grow!”
Bangkok, Thailand
