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Sunday night's ThaiAirways International(THAI) landing accident now threatens to get worse by accusations of poor crisis management. Complaints have been filed by some passengers involved in the incident about poor treatment by ground staff and lack of communication during the crisis causing more confusion at the scene. There are two key groups that need to respond to these incidents initially – the airport emergency services, and the airline.
It appears the airport had performed a good job, but now needs to get the plane moved, repair the runway and get flights moving back on time. The airline has problems with unhappy passengers and will likely incur significant costs and damages claims, and will have a reputation problem. Co-ordination and communication between these two, other technical groups (such as the plane manufacturer and maintenance teams), the authorities, passengers, staff and the media will all now be critical to smooth handing of this affair.

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http://bangkokpost.com/news/transport/368877/injured-passengers-criticise-thai-airways-international-accident-response

Hurt passengers blast airline, ground staff About 40 passengers injured in Sunday night's ThaiAirways International(THAI) landing accident have complained of poor treatment by ground staff.