“When people get hurt around our products, we need to take every ounce of education from it that we can,” Jacob Zeiger, a senior air-safety investigator at Boeing, told me, when I visited the Boeing facility this past December. “These technical findings are sacred.” Within hours of any major incident involving a Boeing plane, Zeiger and his team are notified, and they may spend a week to ten days studying the damage and interviewing the crew, piecing together what went wrong. In 2008, for instance, the engines on a 777 stopped responding, and it crash-landed short of a runway in London, shearing off its landing gear. Afterward, a team of investigators re-created the plane’s fuel system in a Boeing lab. A small heat-exchange unit, they found, had accumulated ice during the flight. Every 777 has since been retrofitted with a new version of the unit. Thanks to decades of such refinements, today’s jets may be the world’s most reliable machines. Flying in them is less likely to kill you than walking on staircases.
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