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MH370 Incident – Statement 21

March 21, 2014 Aviation No Comments Email Email

The passengers and crew on-board flight MH370, their families and loved ones, have been at the centre of every action Malaysia Airlines has taken as a Company since we first learned the flight disappeared.
The Malaysian Government is coordinating an unprecedented international search effort covering 2.24 million square nautical miles. With this simply enormous area we cannot determine how long it will take to locate the aircraft.

Considering these challenges, our caregivers have informed the family members of the missing passengers and crew that we have taken the decision to continue to provide information and assistance through the further enhanced Family Support Centre (FSC) based in Kuala Lumpur which has been operational since 8 March 2014 rather than the various Family Assistance Centres (FACs).
The Family Support Centre will continue to proactively provide relatives waiting for news at home with daily updates. In addition to personal phone calls, Malaysia Airlines will now send out SMS blasts with brief updates to the families. We have also set up an email address for family members as a channel for them to communicate with us. Updates via the Malaysia Airlines website are also available.

This Family Support Centre will be open round-the-clock and will house family support representatives trained to assist those who are seeking answers and further information. The representatives will be divided into four shifts with ten staff handling each shift.

This will ensure that someone is available to attend to the families at all times. The centre will also have Mandarin speaking personnel.

Below are the toll-free numbers that has been set-up for eight different countries. A back-up number is also given to the families in the event they are not able to reach the toll-free number. The number to call to get in touch with this centre is +603 8777 5770.

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All this while, the families have always been briefed first, followed by the media and then the public whenever new information surfaces. However, the often conflicting information and wild speculation have caused a major distress to the families.

The Airline continues to work closely with the authorities and we appreciate the help we are receiving from all local and international agencies during this critical and traumatic period. Our top priority remains to provide any and all assistance to the families of the passengers and crew.

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