An aviation disaster with mass fatalities can overwhelm an organisation and impact the lives of thousands. The response to such crises can determine the future of the organisation and, more importantly, it can have a lasting effect on the victims’ friends and families. This paper identifies and analyses airlines’ legal requirements and duty of care in relation to the operation of a family assistance centre (FAC). The case study of flight MH370 was used, and interviews with key figures in the aviation industry who have experienced disaster first-hand were conducted. The study highlighted that subtle differences in response significantly impact the quality of care provided. The research also outlined the importance of training and preparedness. Choosing the right people to work in the FACs and to care for friends and families is integral. The study concluded that the speed and accuracy of communication with friends and family are critical factors in the success of any response.