IATA Enhances Family Support with New Emergency Response Handbook and Training for Aviation Crises

Published on October 17, 2025

The International Air Transport Association (IATA) has launched an updated version of its Emergency Response Best Practices Handbook, which now includes comprehensive guidance on family assistance. This significant addition marks the first time that detailed instructions for assisting affected families during aviation emergencies have been formally included in the manual. The integration of family assistance into the revised handbook follows an increasing recognition of the critical role airlines, airports, and ground handlers play in supporting the families of passengers involved in incidents.

Family Assistance: A Vital Component of Aviation Safety

Family assistance has long been a requirement under the IATA Operational Safety Audit (IOSA), which sets standards for operational safety across the aviation industry. Since 2022, the inclusion of family assistance has been formalized as a requirement within the International Civil Aviation Organization (ICAO)’s Annex 9 (Facilitation). ICAO’s Document 9973 further specifies the responsibilities of airlines, airports, and ground handlers to ensure proper care and attention is given to affected families, offering a structured and empathetic approach to those in need.

In response to these evolving international standards, IATA’s revised Emergency Response Best Practices Handbook provides guidance for meeting both the IOSA and ICAO requirements, giving airlines, airports, and ground service providers clear tools and strategies to address the needs of families in the aftermath of an aviation accident.

Supporting Families During Crises

While aviation accidents remain rare, the impact on those involved—both onboard and on the ground—is profound. The emotional toll on families and loved ones waiting for news can be overwhelming. The revised IATA handbook and the additional training courses aim to ensure that families receive timely, accurate, and respectful support during these difficult times. The goal is to guarantee that these families feel informed and cared for, fulfilling the expectations set by ICAO and IOSA standards, and ensuring the industry meets these expectations effectively.

According to Nick Careen, IATA’s Senior Vice President of Operations, Safety, and Security, this new chapter will guide the aviation industry in offering the necessary support to families in a crisis, acknowledging their emotional and informational needs. He emphasized that while accidents are infrequent, the industry’s response to these events is crucial in ensuring that affected families feel respected and valued during such tragic times.

New Training and Resources for Industry Personnel

In addition to the updated manual, IATA is introducing new Family Assistance training courses designed to ensure that frontline employees, including those in airlines, airports, and ground handling services, are well-prepared to offer the support that families need. The courses aim to equip staff with the necessary skills to provide comfort, clarity, and guidance to families during emergencies.

IATA has also integrated simulation exercises into its Emergency Response Planning (ERP) courses, offering hands-on experience for employees in real-world emergency situations. These exercises are intended to prepare frontline personnel to effectively manage family assistance, ensuring they are equipped to handle the complexities and emotional challenges that arise in the wake of an aviation accident.

Key Requirements for Effective Family Assistance

The ICAO guidance material that has been incorporated into IATA’s revised Emergency Response Best Practices Handbook includes several essential requirements that airlines, airports, and ground handlers must implement during an aviation emergency:

1. Timely Notification to Families: Airlines must notify families before the release of passenger names to the public, ensuring that they are informed through official channels.
2. Staff Equipped to Answer Questions: Airline teams must be prepared to answer questions and provide accurate information to families, assisting them with the necessary details and guidance.
3. Establishing a Family Assistance Center: Airlines and airports must set up dedicated Family Assistance Centers, providing vital services such as emotional support, information, and logistical help during the crisis.
4. Handling of Personal Effects: Procedures must be in place to manage the personal effects of passengers involved in the accident, ensuring they are returned to families in a respectful and organized manner.
5. Ongoing Contact and Support: After the immediate emergency response, airlines and service providers must continue to maintain contact with the families, offering services like claims handling, memorial planning, and employee debriefings to ensure comprehensive support in the days following the accident.

A Comprehensive Approach to Crisis Management

The revised IATA handbook and the newly introduced Family Assistance training courses reflect the aviation industry’s commitment to improving crisis management. These updates are particularly important for ensuring a coordinated response to the emotional and logistical needs of families, ensuring that they are treated with the care and dignity they deserve during one of the most challenging times in their lives.

The manual and training courses provide the aviation industry with structured guidelines for handling family support during emergencies. These resources empower airlines, airports, and ground service providers to effectively manage the complexities of family assistance, ensuring that their response is both compassionate and professional.

Strengthening the Aviation Industry’s Family-Centric Approach

The launch of the revised Emergency Response Best Practices Handbook underscores IATA’s ongoing dedication to safety, compassion, and responsiveness. As the industry adapts to new standards and protocols, the addition of family assistance guidance is a significant step forward. The ultimate goal is to make the aviation industry a supportive environment for families who are affected by aviation accidents, fostering trust and ensuring that affected individuals feel both heard and cared for in their moment of need.

Conclusion: Meeting Expectations for Family Support

With the launch of its revised handbook and new family assistance training, IATA is ensuring that the aviation industry’s response to emergencies meets the needs of those affected. The integration of ICAO and IOSA standards, combined with practical tools and training, guarantees that airlines and service providers are better equipped to support families during crises. These improvements are not only essential for compliance but are also integral to providing compassionate, respectful care to families in their time of need.