Asiana Airlines has been fined $500,000 after an investigation into last year’s San Francisco crash showed that they didn’t provide adequate help to passengers and the families of the three victims, according to the U.S. Department of Transportation.

After the Boeing 777 winged a wall and crashed on the runway, a report says, the airline was unable to provide an adequate number of employees who could speak to the passengers due to a language barrier and didn’t have a plan in place to retrieve the belongings left on the plane and have them cleaned and returned. The airline also reportedly failed to provide a phone number for assistance after the crash, referring the victims to their reservations line instead.

“The reservations line did not include a separate menu option for calls related to the crash and callers were required to navigate through cumbersome automated menus before being connected to an Asiana employee,” the Department of Transportation’s statement said.

The airline reportedly took five days to notify the families of the victims and 180 injured passengers, as well.

“In the very rare event of a crash, airlines have a responsibility to provide their full support to help passengers and their families by following all the elements of their family assistance plans. The last thing families and passengers should have to worry about at such a stressful time is how to get information from their carrier,” Secretary of Transportation Anthony Foxx said in a statement.

Asiana Airlines released a statement saying that they provided “extensive support to the passengers and their families following the accident and will continue to do so.”

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