Incident Reference: AI-171-2025
Comprehensive contact details for all Family Assistance Centre support services. We are here for you 24 hours a day, 7 days a week.
This is your primary contact point for all family assistance matters. Our team can direct you to specialized services or answer general questions.
Walk-in visits are welcome. The center is open 24/7 with staff available to assist you. Please bring photo identification when visiting.
Each team specializes in specific aspects of family assistance. Contact them directly for faster service on specific matters.
For inquiries about recovered belongings, claiming items, and collection arrangements.
Flight bookings, hotel arrangements, ground transportation, and travel coordination.
Meal arrangements and special dietary requirements.
Professional childcare during meetings and briefings. Please book 24 hours in advance when possible.
Questions about accident investigation progress and findings.
Immediate crisis intervention, counseling services, and mental health support.
Sensitive support regarding identification processes and providing assistance samples.
Questions about rights, compensation processes, and financial assistance.
Cultural liaisons, interpreters, accessibility services, and special accommodations.
Connect with faith leaders from all religions and spiritual traditions.
Memorial planning, site visits, tribute arrangements, and commemorative services.
Help with portal access, login issues, and technical problems.
For general QuestAir inquiries not related to this incident. For family assistance matters, please use the dedicated Family Assistance Centre contacts listed above.
If you are calling from outside the UK, you can reach our Family Assistance Centre support teams using these country-specific numbers. All numbers connect to English-speaking staff, with translation services available upon request.
We provide interpretation services in over 50 languages. When you call any of our numbers, you can request an interpreter in your preferred language. Available languages include:
The following government authorities are involved in the investigation and family assistance coordination. The Family Assistance Centre works closely with these organizations to support families.
Lead investigation authority. For technical questions about the investigation, please contact our Investigation Liaison team who will coordinate with AAIB.
For consular assistance and support for British nationals and their families.
India's civil aviation regulatory authority.
UN specialized agency establishing international aviation standards.
If you need consular assistance or support from your country's embassy, we can help coordinate. Below are key embassy contacts in the UK:
Need to contact your embassy? Our Diversity & Inclusion team can help you connect with your country's embassy or consulate. Contact them at +44 (0)800 123 4578 or inclusion@familyassistance.org
Stay updated through our official channels. Please be aware that only the channels listed below are official QuestAir Family Assistance communications.
⚠️ Beware of Fraud: Unfortunately, incidents like this can attract scammers. Only trust communications from official QuestAir email addresses (@QuestAir.com or @familyassistance.org) and phone numbers listed on this page. Never provide personal information to unsolicited contacts. If you're unsure, call our main number +44 (0)800 123 4567 to verify.
If you need help right now:
If your matter is not time-sensitive:
Contact specialized teams directly for faster service:
We are committed to responding to all inquiries promptly:
Not received a response? If you haven't heard back within the expected timeframe, please call our main line at +44 (0)800 123 4567. We want to ensure no inquiry goes unanswered.
The Family Assistance Centre is located at London Heathrow Airport, Terminal 3.
Upon arrival at Terminal 3, follow signs for "Family Assistance Centre" or ask any airport staff member who will direct you. The centre is located in a quiet, private area of the terminal.
Your feedback helps us improve our services. We welcome both positive feedback and concerns.
All feedback is reviewed and responded to within 48 hours. For urgent complaints, please call our main line and ask to speak with a supervisor.