9 hours ago
Most AI 171 passengers listed own numbers, not emergency contacts
Ahmedabad: When tragedy strikes, the smallest gaps in systems become painfully visible. As volunteers manning the helpdesk raced to notify families after the AI 171 crash, they hit an unexpected wall.
Most calls were met with an eerie silence. The reason: in most of the cases, the only number provided was the passenger's own.
With phones lost in the wreckage, and no alternate contacts available, authorities scrambled to locate next of kin. The lapse delayed the delivery of devastating news and complicated the coordination of support. Experts now say this oversight must push a rethink of how ticketing systems handle emergency contact details.
"This was a huge challenge," said a senior official involved in the communication efforts. "In nearly 70% of cases, we found the only number listed was that of the passenger. So, when we tried to reach out to families, the calls went un-answered, with the phones lying at the crash site, damaged or lost," the official said.
Since the tragedy made national and international headlines, many relatives came forward on their own looking for their loved ones at hospitals and help centres, the official added.
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In the absence of valid emergency contact numbers, authorities had to rely on local administration official. "We contacted the collectors and got them to visit the listed addresses to inform relatives in person. It led to a delay in some cases," the official added.
TOI reviewed airline and travel booking websites, only to find that many plat-forms do not even ask for an emergency contact at the time of booking. "It's not built into the system," said an expert.
"This tragedy underlined the gap in basic information protocols. It's something airlines and platforms must consider fixing."
Sanjeev Chhajer, mentor of the tourism committee of the Gujarat Chamber of Commerce and Industry (GCCI), echoed the concern. "Many airlines or booking portals demand two numbers at the time of ticket booking while some ask for just one. Most people provide their own number to receive travel updates. But even in the emergency contact field, many repeat their own number," he said.
"There should be a mandatory rule: one number must be of the passenger, and the emergency contact should be a different number, preferably of a family member or close friend. This practice can help a lot in case of any emergency," he added.
