Federal transportation officials are investigating whether Asiana Airlines failed to support the families of passengers after one of its planes crashed at San Francisco International Airport, killing three passengers.

It is the first time the US Department of Transportation has been concerned enough to investigate how an airline handled legal obligations to provide a range of post-crash services.

Those include promptly posting a toll-free number and flying in family members to comfort injured loved ones.

Citing its ongoing investigation, the Department of Transportation declined to detail its specific concerns.

The Associated Press found that the South Korean carrier had ignored a government request for updated emergency contact information and didn’t post a toll-free number as quickly as promised.

Asiana declined comment other than to say it did post a toll-free number and communicated with families on email.

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Photo Credit: The wreckage of Asiana Flight 214, which crashed on Saturday, July 6, 2013, seen at San Francisco International Airport, in San Francisco, Friday, July 12, 2013. Jeff Chiu / AP Photo