The International Air Transport Association (IATA) has launched a revised Emergency Response Best Practices Handbook which, for the first time, includes detailed guidance on family assistance.
Family assistance has
long been an IATA Operational Safety Audit (IOSA) requirement.
Since 2022, the
requirements for family assistance are included as a standard in the
International Civil Aviation Organisation’s (ICAO’s) Annex 9 (Facilitation)
while ICAO’s Document 9973 provides clear responsibilities for airlines,
airports and ground handlers, turning international standards into care for
affected families.
The family assistance
chapter in the revised manual provides guidance and practical tools to help
operators meet both the IOSA and ICAO requirements.
Putting Families
First
“Accidents are rare.
But when they happen people are affected—not only those onboard but those
waiting on the ground. Those who are impacted must feel supported, informed and
respected. This new chapter will help the aviation industry meet those expectations
in a timely and effective manner as documented in ICAO and IOSA standards,”
said Nick Careen, IATA’s Senior Vice President, Operations, Safety and
Security.
In addition to the
manual, IATA is introducing new Family Assistance training courses.
IATA has also integrated simulation exercises
into its Emergency Response Planning (ERP) courses for airlines, airports
and ground handling service providers, giving front-line employees hands-on
experience in providing comfort and guidance to families during emergencies.
Key requirements of
the ICAO guidance material incorporated in IATA’s ERP manual and training are:
- Provide timely notification to families
before releasing passenger names to the public
- Equip airline teams to answer questions
and provide information to impacted families
- Establish a Family Assistance Centre to
provide essential services
- Develop procedures for the handling of
personal effects
- Provide ongoing contact, claims handling, memorial planning and employee debriefings in the days following the accident. -TradeArabia News Service