Flight 5342: How American’s CARE Team Answered The Call

American Airlines’ CARE Team Saves Flight 5342

American Airlines team members join the CARE Team annually. This team is specifically trained to support passengers, their families, loved ones, and fellow team members impacted by airline-related incidents. It was established in response to the Aviation Disaster Family Assistance Act (ADFAA) 1996. Almost 2,000 airline team members have undergone this extensive training to handle crises effectively.

On the night of January 29, American began sending its CARE Team to Washington, D.C., and Wichita, Kansas, to assist the families of the passengers and crew of Flight 5342. Over 220 CARE Team members promptly and selflessly responded to the call, working tirelessly to provide comfort and support to families and loved ones. These individuals come from more than 80 different departments across 30 locations in North America.

To be part of the CARE Team, members must undergo intensive, multi-day, and ongoing training led by American’s Emergency Planning and Response team, which has decades of experience in providing and training others on trauma-informed care. They focus on addressing the immediate physical and logistical needs of affected family members and loved ones during their time of need.

Responsibilities include being present for family members, coordinating travel arrangements, arranging accommodations and childcare, elder care or pet care, facilitating and arranging transportation for critical meetings in the weeks following the accident, and obtaining clothes, toiletries and other necessary items.

Joining the CARE Team involves working from early morning until late at night and being available for calls at all hours. This commitment requires an indefinite absence from one’s current job and home and requires full-time dedication. Hundreds of team members have selflessly set aside their own needs to assist customers, as care, in any form, is a continuous effort.