Malaysia Airlines should NOT have sent this text message to the families of those on MH370.
Families of those on MH370 were sent the following text message before Prime Minister Najib Razak’s press conference.
Malaysia Airlines deeply regrets that we have to assume beyond any reasonable doubt that MH370 has been lost and that none of those on board survived. As you will hear in the next hour from Malaysia’s Prime Minister, we must now accept all evidence suggests the plane went down in the Southern Indian Ocean
Photo: ReutersCan you imagine how it would feel to receive a text message like that after more than 2 weeks of painful waiting?
Sharelor wishes to express 3 points:
1. Text message is the least appropriate form of communication in a difficult time like this
At the very least, a spokesperson from Malaysia Airlines, even the CEO should be the one addressing the family members and be ready to answer ANY questions.
2. The text message seems to be written without any tact
“Malaysia Airlines deeply regrets that we have to assume beyond any reasonably doubt”
If it is beyond any reasonable doubt, why do you have to assume? Also, Malaysia Airlines is a company, not a person. Companies cannot deeply regret anything. Refer to point 1.
“MH370 has been lost and that none of those on board survived”
Is there no better way to express this? For example:
Investigations have shown that Flight MH370’s path ended in the South Indian Ocean. Based on the location and on-site investigations, it is with a very heavy heart I regret to inform you that there are likely to be no survivors. As we receive more information from search & rescue teams, you will be the first to know from me. I understand that this is a very difficult time for you. Nevertheless, Malaysia Airlines will continue to provide full support to all families. Please do not hesitate to reach out to me personally.
3. With no evidence shown, must the families “accept that the plane went down in the Southern Indian Ocean”?
“As you will hear in the next hour from Malaysia’s Prime Minister, we must now accept all evidence suggests the plane went down in the Southern Indian Ocean”
Where are the satellite images? Where are the pictures of debris? Where are the updates on investigations? Lives of family members are at stake here, and they need closure.
Our thoughts and heartfelt condolences go out to the families of those on board MH370.