Incident Reference: AI-171-2025
Comprehensive support services to assist you during this difficult time. Click on any service below to learn more and access support.
Accommodation and travel support for families traveling to the incident location or memorial services.
We understand that many families need to travel to be closer to the incident site or attend memorial services. We provide comprehensive support including:
Contact our travel coordination team who will make all necessary arrangements on your behalf. All approved travel and accommodation costs are covered.
Travel Support Team
Phone: +44 (0)800 123 4571
Email: travel@familyassistance.org
Available 24/7
Meal arrangements and dietary accommodations to ensure your nutritional needs are met.
Please inform us of any dietary requirements or preferences. We work with local caterers who can accommodate virtually any dietary need.
Catering Services
Phone: +44 (0)800 123 4572
Email: catering@familyassistance.org
Professional childcare services to support families with young children during briefings and meetings.
We recognize that attending meetings and briefings can be difficult with young children. We provide:
Please book childcare at least 24 hours in advance when possible. Emergency childcare can be arranged with shorter notice.
Childcare Coordinator
Phone: +44 (0)800 123 4573
Email: childcare@familyassistance.org
Regular updates on the progress of the accident investigation and findings.
We are committed to keeping families informed about the investigation progress. Updates include:
Investigation Liaison Team
Phone: +44 (0)800 123 4574
Email: investigation@familyassistance.org
Professional counseling, medical care, and wellness support for your wellbeing.
Welfare Support Hotline
Phone: +44 (0)800 123 4567
Crisis Line: +44 (0)800 123 4575
Email: welfare@familyassistance.org
Available 24/7
Information about the identification process and how we maintain dignity throughout.
Disaster Victim Identification is a careful and respectful process used to identify victims. We understand this is a sensitive topic and provide support throughout.
You may be asked to provide items such as hairbrushes, toothbrushes, or medical records that can assist with identification. Our team will guide you through this sensitively.
DVI Family Liaison
Phone: +44 (0)800 123 4576
Email: dvi@familyassistance.org
Guidance on your legal rights, compensation procedures, and financial support.
Under international aviation law, you have certain rights to compensation. We provide:
We can provide advance payments to help with immediate expenses such as travel, accommodation, and other urgent needs while longer-term compensation is being processed.
Compensation Support Team
Phone: +44 (0)800 123 4577
Email: compensation@familyassistance.org
Information about international aviation laws and regulations that apply to this incident.
Several international regulations and conventions govern how we respond to this incident:
The Montreal Convention (1999) establishes airline liability for passenger injury or death during international flights. It sets minimum compensation levels and outlines the legal framework for claims.
The International Civil Aviation Organization (ICAO) Annex 9 provides standards and recommended practices for facilitation and family assistance following air accidents.
We honor all cultural practices, accessibility needs, and special requirements.
We recognize all family structures and relationships. Our definition of "family" is inclusive, and we provide support to all who were close to the victims regardless of legal relationship status.
If you have any specific needs that are not listed here, please let us know. We will do everything possible to accommodate your requirements.
Diversity & Inclusion Coordinator
Phone: +44 (0)800 123 4578
Email: inclusion@familyassistance.org
Clear explanations of technical and legal terms you may encounter.