Page 14 - Index

Victim Accounting processes as airlines built out mation from family members managers may tell you they
Once it has been confirmed emergency response and fami- who may reach out via one are setting up a business they
that their loved one was in- ly assistance teams, organized of these channels. They must hope to never run. For some,
volved in the accident, a fami- industry working groups, and have plans in place to rapidly that has been true, particu-
ly’s first priority will likely shift learned from accidents. update their website to link in- larly related to large-scale
to asking, “Where are they? formation about the accident hull-loss fatality accidents.
What is their status?” Airlines Public and Industry and appropriately adjust their Review of the decrease in
must ensure that they provide Expectations branding. Some airlines have accidents over the past 10 to
the information available to While industry experience was implemented customer ser- 20 years, coupled with the av-
them and ensure that they being gained through these vice chat functionality, either erage career span of an airline
are deferring information on various means, the public automated, staffed by a live emergency response manager,
search and rescue, confirmed awareness of the new require- representative, or both. They shows many have been fortu-
survivors, and confirmed ments and assistance also must ensure that the same nate to have full careers with
fatalities to the appropriate increased. When an accident level of training is provided limited real-world experience.
authorities. Airlines must occurred, the news media was to those who manage these Family assistance programs
work in collaboration with better prepared to report on communication tools as those must rely on industry bench-
the organization or agency the assistance being provided who answer the phone lines marking and collaboration
responsible for victim ac- to the families and/or survi- when an accident occurs and among airlines, government,
counting where the accident vors based on the legislated direct families to the toll-free public-sector response agen-
occurred to share information requirements. An important number for assistance. cies, and vendors to ensure
that will assist with the vic- confluence of these expecta- In the United States, the they are prepared. Training
tim-accounting process. tions and industry learning legislation requires the airline programs have shifted from
to establish public facilities in
assisted with building robust the departure and destination review of past accidents to
role playing of theoretical
Personal Effects programs and training in the cities of the accident flight to scenarios. Airlines must be
After learning the status and private and public sectors. broadcast any NTSB hearings equipped to adapt how they
location of their loved one, or that are conducted, and these prepare and not let their guard
potentially simultaneously, Technology and Information hearings are now streamed down based solely on the
families will want to know Dissemination publicly via the NTSB’s web- increase in safety.
where the belongings of their In the 1990s and 2000s, dis- site. Through close collabora-
loved one are. They will want semination of information was tion with the NTSB and other
to know their condition and primarily via cable news chan- agencies, airlines can ensure The COVID-19 Factor:
when and if they will be get- nels, phone conversations, and that they not only meet the Airlines in Distress
ting them back. Airlines most printed media. The legislated requirements, but also provide The ongoing COVID-19 pan-
often use vendors trained in requirements for airlines were the best level of assistance to demic has decimated more
appropriate personal effects mostly based on these medi- those affected by the accident than one industry; however,
recovery, cleaning, and resto- ums and continue to be today. using modern technology. the travel industry, and name-
ration to ensure that any re- Airlines find themselves in a ly airlines, suffered the most
covered item associated with position of needing to ensure catastrophic impact in their
a passenger is returned to the they maintain the right level of Improvements in Aviation Safety history. A near overnight loss
family, if they decide to receive technological support and ex- There is arguably no greater of passenger revenue, coupled
it. Airlines must also ensure pertise to meet these require- achievement in the aviation with the need to source equip-
that any unclaimed personal ments, such as public toll-free industry than the marked ment to protect their employ-
ees, resulted in drained capi-
effects are retained for at least numbers separate from their increase in safety. Investiga-
18 months from the date of normal reservations lines, se- tions, their recommendations, tal, long-term storage of idle
aircraft, and employees taking
the accident. cure private toll-free numbers voluntary safety reporting, early retirements or extended
safety cultures, and SMSs have
dedicated for families, and produced a significant de- leaves. Pay cuts, furloughs,
Evolution of Family the ability to integrate with crease in accident rates. This and layoffs were planned, and
Assistance Over Time secure conferencing tools to is, of course, a never-ending in some cases implement-
link remote family members ed, while awaiting pending
Experience Leads the Way pursuit. And while it would
As the 20th century gave way to family briefings at the on- never be traded away, it is not government assistance. Most
to the 21st century, the leg- scene family assistance center. without downline impacts. airlines with in-house family
islation experienced limited At the same time, airlines assistance teams rely on their
change. Several amendments must also ensure that they Loss of Knowledge and frontline workforce to staff
were incorporated to better are prepared to respond to, Experience these teams; and as that work-
define needs. The industry, and appropriately leverage, force dwindled through one
however, continued to refine their social media accounts to Real-World Experience Decreases of more of these ways, their
and improve family assistance disseminate and collect infor- Some emergency response rosters began to drop.
14 • January-March 2022 ISASI Forum