Monday, March 10, 2014

MAS Follows Protocol Notifying Passengers' Families First On MH370's Disappearance

While defending the airline's approach, he said MAS had to adhere to the procedures outlined in the protocol and could not disclose any information to the public.

"It is important for MAS to inform the relatives first because the airline would want to avoid them (relatives) obtaining any false information from other sources.

"MAS made the right move by immediately informing and grouping the next-of-kin of passengers on board the missing flight, who are the most important stakeholders," he told BERNAMA in Kuala Lumpur, Monday.

Anbarasu was asked to comment on the criticisms by certain quarters that MAS was being secretive in divulging details of the missing aircraft.

"It is very important to give information to passengers' relatives in a timely manner. It is not good for any airline to issue statement to the whole world, while the relatives only get to know about the information via media interpretation.

"This will further confuse the relatives and they will get angry and disappointed," he explained.

Besides, he said it was MAS' corporate social responsibility to approach the families' of passengers in a private and secure environment, where they could receive information and learn about resources, such as counseling, accommodation and transportation, made available for them.

On another note, he said MAS would need substantial evidence before declaring the status of the missing flight MH370.

The MAS flight MH370 which carried 227 passengers including two infants and 12 crew members went missing en route from Kuala Lumpur to Beijing about an hour after taking off from KL International Airport (KLIA) at 12.41am on Saturday. It should have landed in Beijing at 6.30am.
Its former Media, Issues and Crisis Management Manager, S.Anbarasu, said it was the national carrier's fundamental responsibility to convey any new information to the affected parties (family members) in this kind of emergency situation, before sharing it with interested stakeholders.
Malaysia Airlines has followed its crash control protocol in notifying families and next-of-kin of the latest information regarding the sudden disappearance of flight MH370.


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