Establishing a Coordinated Local Family Assistance Program for Airports (2017) / Chapter Skim
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Pages 133-142
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From page 133... ...
133 A p p e n d i x 6 Scope of Project Research To support this project, the principal investigator and the project team discussed the best ways to conduct the interviews with the airports, air carriers, families, friends, and survivors. The team decided interviews with the airports and air carriers could be conducted via telephone or in person, but the interviews with the families, friends, and survivors should be conducted online to allow for increased privacy.
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134 establishing a Coordinated Local Family Assistance program for Airports Selection of Air Carriers The project team included persons who had previously worked for or who currently work for air carriers operating in the United States and abroad. To facilitate the air carrier interviews, these project team members reached out to personal contacts who had experience with family assistance services, crash response, or administrative oversight.
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Research Results 135 Airport Interview Mode Date of Interview Savannah/Hilton Head International (SAV) Phone September 30, 2015 Seattle–Tacoma International (SEA)
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136 establishing a Coordinated Local Family Assistance program for Airports • One airport developed an oral agreement with air carriers where each unaffected air carrier will send one employee to assist with the FRC and response until the go-team/SAT can arrive from the affected air carrier. • One airport noted that a finance representative is located in the EOC for all incidents and begins to track costs once the EOC is operational.
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Research Results 137 • One airport noted that first responders struggled with only being able to rescue one person from Comair Flight 5191. Their training is focused around the preservation of life and property and being unable to save multiple people proved stressful.
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138 establishing a Coordinated Local Family Assistance program for Airports All of the airports, particularly those having recently experienced aviation disasters, noted a concern over keeping family members separate from the media during their arrival at the FRC. Many airports noted that media representatives have attempted to get access to the FRC by presenting themselves as family members, while others have represented themselves as members of the clergy.
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From page 139... ...
Research Results 139 team sent over 300 emails; developed a press release on the project; posted to the Connections blog site; posted on Twitter, Facebook, and LinkedIn; and made phone calls to family members, the NTSB, law offices, and the Associated Press. An article was also included in the Curt Lewis and Associates e-newsletter, which reaches approximately 38,000 individuals with an interest in and connections to aviation.
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From page 140... ...
140 establishing a Coordinated Local Family Assistance program for Airports • Family members noted that, during one of the incidents, the airport employees they encountered acted secretive, unemotional, and as though "they did not want to assist or were hiding information." • Family members expressed concerns about the media having information relating to the crash before families did. One respondent noted that the media reported that everyone on the plane had perished, but neither the airline nor airport had reported this to family members in the FRC.
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Research Results 141 • Most responders went to an airline clubroom when they arrived at the airport; the second most common destination was the airline ticket counter. • There was no signage at the airport to guide families.
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142 establishing a Coordinated Local Family Assistance program for Airports • Representatives of airports/airlines met the families at the airport and led them to a friends and family reception area in most cases. • Most responders went to a family reception area room when they arrived at the airport; the second most common destination was the airport Information counter.
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