Airlines are responsible to the affected passengers and their families, who are involved in an incident or accident. Providing quick, effective support, immediately following an aviation accident is crucial to an airline’s reputation and survival.

Gain the knowledge on how to respond in a speedy, professional and compassionate manner, ensuring that the airline’s reputation remains unchanged.

• Learn how to establish a family assistance plan and program within your airline.
• Learn how to recruit and allocate the internal staff so that your airline always has sufficient trained staff on standby.
• Prepare your staff to meet both the emotional and logistical needs of families and affected passengers.
• Gain an understanding of the equipment and ideal facilities required to ensure that your airline is well prepared.

• Managers of Emergency Response and Family Assistance Programs
• Accident Response Trainers
• Aviation Risk Managers
• Airline and Airport Managers
• Call Centre Managers and Supervisors
• Corporate Communication Managers and Public Relations Specialists
• Liaisons who will work directly with victims and family members

• What is a Family Assistance Program?
• Organisation and Internal Communication
• Emergency Centres
• Reservations Call Centre
• Family Support Centre
• Airport
• The Airline’s Website
• The Role of Family Assistance
• Communication
• Critical Incidence Response
• Self Care
• Media
• Codeshare