What happened
On 18 January 2019, a Boeing 777-200, registration 9V-SQL, was operating a scheduled passenger flight from Melbourne, Australia, to Wellington, New Zealand. While cruising at Flight Level 410, the flight crew initially encountered mild clear air turbulence, prompting them to activate the fasten seatbelt signs.
Approximately 19 minutes after the signs were illuminated, the aircraft experienced a more significant period of turbulence. During this event, the aircraft underwent a sudden loss of altitude, with vertical acceleration recorded between 0.7G and 1.62G. At the time of this impact, a passenger was walking down the aisle to return to her seat after visiting a family member. The sudden movement caused the passenger to strike the floor, resulting in a fractured right femur.
Following the incident, a doctor on board provided medical assistance and administered painkillers. Because the passenger experienced acute pain whenever moved, the crew was unable to relocate her to a seat for the final approach. Consequently, the passenger remained lying in the aisle during landing, cushioned by pillows and blankets, while a crew member monitored her condition.
The investigation
The investigation examined flight data from the Quick Access Recorder (QAR) and the aircraft's flight history. Investigators confirmed that while the flight crew had noted potential turbulence in the pre-flight plan and had proactively turned on seatbelt signs earlier in the flight, the specific turbulence that caused the injury was a separate, stronger event. The investigation also reviewed the cabin crew's response and the medical management of the passenger during the descent into Wellington.
Findings
- The passenger was not seated and belted when the stronger turbulence occurred, as she was in the process of returning to her seat.
- The aircraft experienced a sudden vertical acceleration change that caused the passenger to be lifted and then struck the floor.
- The operator lacked specific procedures or equipment to secure a passenger who is unable to sit upright in a seat during landing.
Safety action
Following the investigation, the airline has utilized the incident as a case study in cabin crew safety forums and engagement sessions. The TSIB has also issued recommendations for the operator and the regulator to develop formal contingency plans for managing passengers who cannot be seated or secured during landing.