EMERGENCY RESPONSE
BEST PRACTICES HANDBOOK
1st Edition
Every year, billions of passengers rely
on air transport to get them to their
destination on time and safely. 3.3 billion
No airline wants to consider an accident passengers every year
or serious incident in their operations but,
if it does happen, do you know what to do? 100,000
flights every day
49,871
routes
A comprehensive ERP guide,
based on industry best practices
Developed by the IATA Emergency Response Planning Task Force, in collaboration with
IATA member airlines, the Emergency Response Best Practices Handbook provides you
with a wealth of critical information on the correct response to an incident.
Designed to give you the tools necessary to create an ERP department from the ground
up, this handbook is the first of its kind in the world. It is created to be a repository of
information and will be continually updated and expanded as a knowledge resource on all
aspects of emergency response.
Your key to creating a robust and
effective Emergency Response Plan
It takes just one mishandled incident to jeopardize your brand and your customers’
perception of your operation.
The IATA Emergency Response Best Practices Handbook is your one-stop shop with
all the answers. It will equip you with the insight and necessary information to help you
deal with all aspects of emergency response preparedness.
Features
•• Guidance on all the necessary steps to create an ERP department in ten chapters
•• Fully electronic version, allowing download and printing of selected sections
•• Instant updates right to your computer – if content changes, no need to update or
download new sections; content is right there – automatically
•• Content and structure are being continually updated and expanded as a knowledge
resource on all aspects of emergency response
•• Future editions will be dealing with business continuity, allowing you to effectively
respond to a wide variety of service disruptions
Benefits
•• Create a robust emergency response plan, aligned with industry best practices
•• Benefit from lessons learned, improvements and best practices gained from live
activations
•• Learn how to handle communications during a crisis situation
•• Understand how to navigate the intricacies of social media during an incident under
the full glare of public scrutiny
•• Learn everything you need to know about Mutual Assistance Agreements
•• Gain accurate and reliable resources to optimize your activation protocols
•• Continually improve your ERP, as new material becomes available
Printed in Canada
For more information and to purchase the handbook,
please visit iata.org/erp-handbook
