It was an ordinary day for former Malaysian Airlines Bhd (MAS) media relations executive Malini Mattler when she received a late night phone call on July 17, 2014.

"It was late at night when my boss called and said: One of our planes has crashed in Amsterdam."

Malini, who had just come back from work, was then asked to report at the MAS Emergency Operations Centre at the Kuala Lumpur International Airport (KLIA).

"Having just been involved with one of the world's biggest aviation cases in history, I thought this was a joke," Malini said, as she formerly worked with the strategic communications team when MH370 disappeared on March 8.

Malaysian Airlines flight MH370 was a regular international flight to Beijing, China, that disappeared, also in 2014, while flying from Kuala Lumpur.

The multinational search effort for the aircraft was reportedly the largest and most expensive in aviation history, and was called off by the Malaysian government earlier this year.

During an interview with Malaysiakini, Malini recalled her time behind the desk when the second tragedy - MH17 - hit the country.

"It was a big shock for everyone. It had been just three-and-a-half months since the MH370 tragedy.

"What really disturbed me is that we live in a world where people who shoot down innocent civilians get away with it.

"Normal, regular people, who were just travelling to their families on this side of the world were killed."

But what had truly broken Malini's spirit was finding out that there were 83 children on board MH17.

"When I used to think about the families of these children, it just crushed my spirit," she said.

Family mood kept us all going

It was the mood her colleagues and friends at MAS imbibed that kept the team going, Malini recalled.

"Everyone was in disbelief, and heartbroken over what had happened.

"While working on the crisis, the mood wasn't wanting to protect and uphold MAS' reputation, but more on empathy."

This, she said, was the next best thing she and her colleagues could do.

"How can you possibly make them (MH 17 next of kin) feel better? What can a CEO say to help them cope?”

While she no longer works with MAS, Malini said she will never forget the atmosphere of what she went through.

"We were like a family, thanks to services like ours, and we all became closer.

"I can personally vouch that from the very first hour to the very last, we were all working for the welfare of our beloved crew and passengers.

"MAS, ladies and gentlemen, is truly an airline with a heart. A very big heart," she said.

All 298 people on board MH17 were killed after the plane was reportedly hit by a missile as it flew over a conflict zone in eastern Ukraine.

Of the total, 43 passengers, including 15 crew, were Malaysians.

Transport Minister Liow Tiong Lai said yesterday that Malaysia was confident in nailing down the perpetrators responsible for the downing of MH17, after an extensive investigation took place.

There was also a memorial service held yesterday to mark the third anniversary of the MH17 tragedy.