The International Air Transport Association (IATA) today announced the launch of a revised Emergency Response Best Practices Handbook, which, for the first time, includes comprehensive, detailed guidance on family assistance. This key update aims to standardize and enhance the care provided to victims’ families and loved ones following an aircraft accident.
The inclusion of a dedicated family assistance chapter reinforces existing regulatory frameworks. While family assistance has long been an IATA Operational Safety Audit (IOSA) requirement, the need for detailed and practical guidance has grown following the International Civil Aviation Organization’s (ICAO’s) 2022 inclusion of these requirements as a standard in Annex 9 (Facilitation). The new IATA chapter leverages ICAO’s Document 9973, translating international standards into clear, actionable steps for airlines, airports, and ground handlers.
“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,” said Nick Careen, IATA’s Senior Vice President, Operations, Safety and Security. “This new chapter will help the aviation industry meet those expectations in a timely and effective manner as documented in ICAO and IOSA standards.”
To ensure effective and empathetic implementation of the new guidance, IATA is introducing new Family Assistance training courses. Furthermore, IATA has integrated simulation exercises into its Emergency Response Planning (ERP) courses for airlines, airports, and ground handling service providers. These exercises give front-line employees critical hands-on experience in providing comfort and accurate guidance to families during emergencies.
Key requirements of the ICAO guidance material incorporated in IATA’s ERP manual and training include:
- Providing timely notification to families before releasing passenger names to the public.
- Equipping airline teams to professionally answer questions and provide necessary information to impacted families.
- Establishing a Family Assistance Center to offer essential services and resources.
- Developing clear procedures for the handling and return of personal effects.
- Providing ongoing contact, claims handling, memorial planning, and conducting employee debriefings in the days following the accident.
