🚨 Need Immediate Assistance?
If you need urgent help or are experiencing a crisis, please call our 24/7 support hotline immediately: +44 (0)800 123 4567
Getting Started with the Portal
Welcome to the Family Assistance Centre portal. This secure platform has been created to provide you with comprehensive support, information, and services during this incredibly difficult time. We understand that navigating technology may be the last thing on your mind, so we've designed this portal to be as simple and intuitive as possible.
Your First Steps
Logging In
1
You should have received login credentials via email shortly after being registered with the Family Assistance Centre. Check your inbox and spam folder for an email from familyassistance@QuestAir.com
2
Visit the portal login page and enter your email address and temporary password
3
You will be prompted to create a new, secure password on your first login
4
We strongly recommend enabling multi-factor authentication for added security (you can set this up in My Details)
Can't find your login credentials? Contact our support team at +44 (0)800 123 4567 and we'll help you access your account securely.
Understanding the Portal Layout
The portal is organized to help you quickly find what you need:
Main Navigation Bar (Blue)
The blue navigation bar at the top provides access to all major sections:
- Personal Effects: View, search, and claim items recovered from the incident
- Communication & Support: Live chat, family zone, welfare bookings, and condolence book
- Livestream Events: Join live events, watch recordings, and send tributes to the memorial site
- Family Assistance: Access all support services including travel, counseling, compensation info, and more
- Spiritual & Memorial Support: Connect with faith leaders, contribute to memorial planning, and book site visits
- My Details: Update your contact information and security settings
Secondary Navigation Bar (Gray)
The gray bar provides quick access to utilities:
- Help: This page - comprehensive guidance and tutorials
- Contact: All contact information for QuestAir support teams
- FAQs: Frequently asked questions with searchable answers
- Basket: Items you've claimed are saved here for review
- Logout: Securely end your session
Quick Help by Topic
Click on any topic below to learn more about that feature:
📦
Personal Effects
How to identify, claim, and collect items belonging to your relative
📅
Making Bookings
Schedule appointments for welfare support, site visits, and counseling sessions
🎥
Livestream Events
Join live memorial services, family briefings, and watch past recordings
💚
Getting Support
Access counseling, welfare services, and practical assistance
💬
Communication Tools
Use live chat, family zone, and direct messaging with support teams
🌸
Memorial Services
Participate in memorial planning and send tributes to the site
Using the Personal Effects Section
How to Claim Personal Effects
1
Navigate to Personal Effects: Click "Personal Effects" in the main navigation bar
2
Review the Lists: You'll see three categories - items you've already claimed, items identified for your relative, and unallocated items
3
Use Search: Each list has a search function - type keywords like "watch," "wallet," or the item ID to find specific items
4
Claim an Item: Click the "Claim This Item" button on any item you recognize
5
Confirm Your Claim: A popup will ask you to confirm - read the details carefully and click "Confirm Claim"
6
What Happens Next: The item moves to your "Claimed Items" list and our team will contact you within 24-48 hours about collection
Collection Process: After claiming an item, you'll need to provide identification and proof of relationship. Our team will guide you through this sensitively. Items can be collected in person or, in some cases, securely delivered to your address.
Making Appointments & Bookings
Booking Welfare Support Sessions
1
Go to Communication & Support section
2
Find the "Book Welfare Support" area
3
Choose your meeting type: Face-to-face, Phone, or Online Video Call
4
Select an available date from the calendar
5
Choose a time slot that works for you
6
Add any notes about what you'd like to discuss (optional)
7
Click "Confirm Booking" - you'll receive email confirmation within 2 hours
Booking Memorial Site Visits
1
Navigate to Spiritual & Memorial Support
2
Scroll to "Book a Memorial Site Visit"
3
Complete the form with your details and party size
4
Select your preferred date and time from the available options
5
Indicate if you need transportation arranged
6
Add any special requests or accessibility needs
7
Submit the form - confirmation will arrive within 2 hours
Accessing Livestream Events
Joining Live Events
All memorial services, family briefings, and special events are livestreamed so you can participate from anywhere:
1
Go to the Livestream Events section
2
Check "Upcoming Livestreams" for scheduled events
3
You'll receive email reminders 24 hours and 1 hour before each event
4
When the event is live, click the "Join Now" button
5
The livestream will open in your browser - no special software needed
Watching Past Recordings
All events are recorded and remain available for viewing at your convenience:
- Scroll to "Past Recordings" section
- Click on any recording thumbnail to watch
- Recordings include memorial services, investigation updates, and family briefings
- You can pause, rewind, and watch as many times as needed
Accessing Support Services
The Family Assistance section provides access to comprehensive support:
Available Support Services
Each service card in the Family Assistance section can be clicked to expand and show full details, contact information, and how to request support.
Communication Tools
Live Chat with Support Teams
The Communication & Support section includes a live chat feature for immediate assistance:
- Type your message in the chat box and click "Send"
- Support staff typically respond within 2-3 minutes
- Chat history is saved so you can reference previous conversations
- Available 24/7 for urgent matters
Family-Only Zone
A private space where families can connect with each other:
- Share experiences and support one another
- Ask questions about procedures or services
- All posts are moderated to ensure a safe, respectful environment
- Your posts are visible only to other verified family members
Condolence Book
Share memories and photographs of your loved one:
- Write messages to honor your relative's memory
- Upload photographs (up to 5 per entry)
- Read tributes from other families
- All entries are reviewed before posting to ensure appropriateness
Memorial & Spiritual Support
Connecting with Faith Leaders
The Spiritual & Memorial Support section provides contact information for chaplains from multiple faiths:
- Christianity, Islam, Judaism, Sikhism, Buddhism, and other faiths
- All chaplains are experienced in bereavement support
- Services include prayer, spiritual guidance, and help with religious funeral rites
- Contact information includes phone numbers and email addresses
- Available 24/7 for spiritual emergencies
Contributing to Memorial Planning
Your input is valued in designing the permanent memorial:
1
Navigate to Spiritual & Memorial Support
2
Scroll to the "Memorial Ideas & Suggestions Form"
3
Share your thoughts on location, design elements, inscriptions, and cultural considerations
4
All suggestions are carefully reviewed by the memorial planning committee
Sending Tributes to the Memorial Site
If you cannot visit the memorial site in person, you can arrange for tributes to be placed on your behalf:
- Choose between flowers, messages, photographs, or combinations
- Select the specific location on the site using an interactive map
- Add a personal message to accompany your tribute
- View photographs of tributes already placed at the site
Managing Your Account
Updating Contact Details
1
Go to "My Details" in the main navigation
2
Click "Edit Contact Details" button
3
Update any information that has changed (phone numbers, address, email, etc.)
4
Update your contact preferences (how you'd like us to reach you)
5
Click "Save Changes" - you'll receive confirmation
Important: Keeping your contact information current ensures you receive all important updates and that we can reach you when needed.
Changing Your Password
Regular password changes help keep your account secure:
- Go to My Details and scroll to "Password & Security"
- Enter your current password
- Create a new password meeting the security requirements
- Confirm the new password
- Click "Update Password"
Setting Up Multi-Factor Authentication
We strongly recommend enabling MFA for additional security:
Available MFA Options:
- SMS Text Message: Receive a code on your mobile phone (recommended for most users)
- Email Verification: Receive a code via email
- Authenticator App: Use Google Authenticator, Microsoft Authenticator, or Authy (most secure option)
To enable MFA, go to My Details, scroll to "Multi-Factor Authentication," select your preferred method, and follow the setup instructions.
Technical Support & Troubleshooting
Browser Compatibility
This portal works best with modern web browsers. We recommend:
- Google Chrome (version 90 or newer)
- Mozilla Firefox (version 88 or newer)
- Safari (version 14 or newer) - for Mac and iOS devices
- Microsoft Edge (version 90 or newer)
Using an older browser? If you're using Internet Explorer or an outdated browser version, you may experience issues. Please update to a newer browser for the best experience.
Common Technical Issues & Solutions
Problem: Page won't load or displays incorrectly
Solutions:
- Refresh the page (press F5 or click the refresh button)
- Clear your browser cache and cookies
- Try using a different browser
- Check your internet connection
Problem: Can't login or forgot password
Solutions:
- Use the "Forgot Password" link on the login page
- Check that Caps Lock is not on
- Ensure you're using the correct email address
- Contact support if you continue to have issues
Problem: Files won't upload or download
Solutions:
- Check your file size (maximum 5MB per file)
- Ensure the file format is supported (JPG, PNG, PDF)
- Try a different browser
- Check your internet connection stability
Problem: Video won't play or buffers constantly
Solutions:
- Check your internet connection speed
- Close other tabs and applications using bandwidth
- Try lowering video quality if the option is available
- Pause the video and let it buffer for a minute before playing
Accessibility Features
We are committed to making this portal accessible to everyone:
- Screen Reader Compatible: Works with JAWS, NVDA, and VoiceOver
- Keyboard Navigation: Use Tab, Enter, and arrow keys to navigate
- Text Size: Use your browser's zoom function (Ctrl + or Cmd +) to increase text size
- High Contrast: Enable your operating system's high contrast mode
- Captions: All videos include closed captions
Mobile Device Support
The portal is fully responsive and works on smartphones and tablets:
- All features available on desktop are accessible on mobile
- Portrait and landscape orientations supported
- Touch-friendly interface with appropriately sized buttons
- Works on iOS (iPhone/iPad) and Android devices
Getting Technical Help
If you're experiencing technical difficulties that these solutions don't resolve:
Privacy & Data Protection
How We Protect Your Information
Your privacy and data security are our highest priorities. Here's how we protect your information:
Security Measures:
- Encryption: All data transmitted between your device and our servers uses bank-level SSL/TLS encryption
- Secure Storage: Personal information is stored in encrypted databases with restricted access
- Access Control: Only authorized personnel with a legitimate need can access your data
- Audit Logs: All data access is logged and monitored for security
- Regular Security Reviews: Our systems are regularly audited for vulnerabilities
Your Data Rights
Under UK GDPR and international data protection laws, you have the right to:
- Access: Request a copy of all personal data we hold about you
- Correction: Request corrections to inaccurate information
- Deletion: Request deletion of your data (with some exceptions for legal obligations)
- Portability: Receive your data in a machine-readable format
- Restriction: Request that we limit processing of your data
- Objection: Object to certain types of data processing
How We Use Your Information
Information you provide through this portal is used solely for family assistance purposes:
- Verifying your identity and relationship to the victim
- Providing support services and assistance
- Communicating important updates and information
- Processing claims for personal effects and compensation
- Coordinating memorial and support activities
We never share your information with third parties without your explicit consent, except where required by law or necessary for providing services (e.g., coordinating with hotels or counseling services you've requested).
Contact Our Data Protection Officer
For questions about data protection, privacy, or to exercise your data rights:
Best Practices for Using the Portal
Security Best Practices
- Use a strong password: At least 12 characters with uppercase, lowercase, numbers, and symbols
- Enable MFA: Add an extra layer of security to your account
- Don't share credentials: Keep your login information private
- Logout on shared devices: Always log out when using public or shared computers
- Keep your browser updated: Use the latest version for best security
- Be wary of phishing: We will never ask for your password via email
Communication Best Practices
- Check the portal daily: Important updates are posted regularly
- Keep contact details current: Ensure we can reach you when needed
- Save confirmation emails: Keep records of bookings and claims
- Use official channels: Always use the portal or official phone numbers
- Report issues promptly: Let us know if something isn't working
Getting the Most from Support Services
- Don't hesitate to ask: No question is too small - we're here to help
- Use the search functions: Find information quickly using search boxes
- Book appointments early: Schedule support sessions when you need them
- Explore all sections: You may find services you didn't know were available
- Provide feedback: Let us know how we can improve the portal and services
Additional Resources & Support
Quick Reference Guide
External Support Resources
Additional organizations that may be helpful:
- Samaritans: 116 123 (24/7 emotional support)
- Cruse Bereavement Care: 0808 808 1677 (grief support)
- Citizens Advice: 0808 800 0510 (practical advice)
- Victim Support: 0808 168 9111 (support for crime/incident victims)
Remember: These are independent organizations and not affiliated with QuestAir, but they may provide additional support alongside our family assistance services.
Still Need Help?
If you haven't found the answer you're looking for, or if you need personalized assistance, please don't hesitate to contact us:
We are here for you 24 hours a day, 7 days a week. You are not alone during this difficult time.