IATA adds guidance on family assistance to emergency response
October 20, 2025
The International Air Transport Association (IATA) has published a revised edition of its Emergency Response Best Practices Handbook, which includes a chapter on family assistance. A newly revised crisis procedure aligns with ICAO standards so that families are at the center of post-accident support.
“Accidents are rare. But when they happen, people are affected—not only those onboard but those waiting on the ground,” said Nick Careen, IATA’s Senior Vice President for Operations, Safety and Security. “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.”
Aligning global airline standards for accident victims and their families
Family assistance has long been an IATA Operational Safety Audit (IOSA) requirement. Since 2022, it has also been codified in ICAO Annexe 9 (Facilitation, Standards 8.46–8.48) and is supported by ICAO Document 9973, the Manual on Assistance to Aircraft Accident Victims and their Families.
IATA’s revised handbook translates those international standards into detailed operational guidance and practical tools to help airlines, airports, and ground handlers meet their obligations consistently worldwide.
Lessons from recent crashes: When family support falls short
Although airlines are required to maintain crisis-response teams and follow care protocols, families affected by recent accidents have stated that official support has fallen short of expectations.
After a PSA Airlines regional jet operating American Airlines flight 5342 collided with a U.S. Army helicopter near Washington, D.C., an attorney representing families in a lawsuit alleged there was a lack of communication. “The only message we’ve received from American Airlines and their lawyers and their insurers is, ‘this is not our problem. We didn’t cause this crash. This helicopter ran into our aeroplane. Why are you even talking to us?’” Attorney Bob Clifford said, as reported by ABC News.
Following the Air India flight AI171 crash that killed 242 people in June, families of victims accused the airline of poor coordination and insensitive handling of paperwork. A British relative said they received “no contact, no support” from either the carrier or government officials. Aviation lawyer James Healy-Pratt called Air India’s behaviour toward bereaved families “ethically outrageous,” as reported by The Guardian.
In South Korea, families of 72 crash victims of Jeju Air Flight 2216 filed a formal complaint against 15 airline and government officials, citing “lack of meaningful progress” in the investigation.
Prioritising the needs of families when tragedy occurs
In addition to the manual, IATA will introduce Family Assistance Training Courses and simulation exercises in its Emergency Response Planning programs to ensure front-line employees gain practical experience on providing emotional and logistical support under real-world conditions.
The IATA Handbook and its training courses aim to turn policies into compassionate, coordinated actions. The new guidance strives for global accountability, empathy-based policy, and transparent communications with families affected by air disasters.
Featured image: Jeju Air 2216 crash photo by 자연속으로 into nature – 무안 공항 여객기 추락 사고 현장 희생자 분들의 명복을 빕니다 – | Wikimedia Commons
