IATA adds family assistance guidance to revised Emergency Response Manual

 

The International Air Transport Association (IATA) has released a revised Emergency Response Best Practices Handbook, which for the first time includes a dedicated chapter on family assistance in cases of aviation accidents or emergencies.

Family assistance has long been a requirement of the IATA Operational Safety Audit (IOSA), and since 2022 it has also been incorporated as a standard in Annex 9 (Facilitation) of the International Civil Aviation Organization (ICAO). Complementing this, ICAO Document 9973 outlines clear responsibilities for airlines, airports and ground handlers to ensure coordinated support for affected families in the aftermath of an incident.

The new chapter in the IATA manual offers practical guidance and tools designed to help operators meet both IOSA and ICAO requirements, focusing on the timely and structured provision of support to families of passengers and crew members.

“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.

New training initiatives

Alongside the updated manual, IATA has introduced new Family Assistance training courses. It has also integrated simulation exercises into its Emergency Response Planning (ERP) training for airlines, airports and ground handling providers, enabling frontline staff to gain practical experience in supporting families during crisis situations.

Key ICAO guidance integrated in IATA ERP standards

1. The updated IATA ERP manual incorporates essential ICAO family assistance requirements, including:
2. Timely notification to families before the public release of passenger names
3. Trained airline teams to respond to family inquiries and provide accurate information
4. Establishment of a Family Assistance Center with essential services
5. Procedures for handling personal effects of affected passengers

Continued communication, claims support, memorial planning and employee debriefings in the days following the accident

This initiative reinforces the aviation industry’s commitment to responsible and human-centered crisis management, ensuring that family assistance is embedded as a core component of emergency response planning at a global level.

Tags: Nick Careen, IATA