IATA Launches Emergency Response Best Practices Handbook
In a bid to improve guidance to operators and assistance to family of air accident, the International Air Transport Association (IATA) has launched a revised ‘Emergency Response Best Practices Handbook’ which, it says “for the first time, includes detailed guidance on family assistance.” IATA says the “family assistance chapter in the revised manual provides guidance and practical tools to help operators meet both the IOSA and ICAO requirements.”
Nick Careen, IATA’s Senior Vice President, Operations, Safety and Security said “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,”
According to IATA, “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 Organization’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.”
In addition to the manual, IATA said it is introducing new Family Assistance training courses and has “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 Center 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.
