Passengers on a Singapore Airlines flight from London to Singapore experienced a terrifying ordeal when severe turbulence hit the Boeing airliner carrying 229 passengers and crew. Describing the sudden and dramatic drop, passenger Andrew Davies recounted the chaos that unfolded on board, saying, “All hell broke loose.”

The flight, SQ321, was cruising at 37,000 feet and had been smooth and uneventful for the first nine to ten hours. Davies, who was traveling to New Zealand for business, recalled how calm the journey had been initially. “The flight was perfectly normal,” he said. “I don’t remember any turbulence at all.”

Trouble began when the seat belt sign illuminated while Davies was watching a movie. He promptly fastened his seat belt, a decision that proved crucial. Moments later, the plane began to drop sharply before climbing back up and then dropping again. The dramatic shifts lasted for about a minute, sending unsecured items flying through the cabin.

“It felt like the plane just dropped,” Davies said. “It probably only lasted a few seconds, but I vividly remember seeing shoes, iPads, iPhones, cushions, blankets, cutlery, plates, and cups flying through the air and crashing into the ceiling.” The turbulence struck as many passengers were having breakfast, compounding the chaos. “The gentleman next to me had a cup of coffee, which went straight all over me and up to the ceiling,” Davies added.

Photos from the aftermath show a cabin in disarray, with scattered papers, cups, and water pitchers, and ceiling panels and piping hanging loose. The turbulence resulted in injuries for dozens of passengers, including 73-year-old Briton Geoff Kitchen, who tragically died during the flight.

Davies, seated toward the front of the plane, helped carry Kitchen out of his seat and lay him on the floor so medical professionals could administer CPR. Kitchen received CPR for about 20 minutes. “Lots of people needed help, but we tended to this gentleman,” Davies said. The scene was chaotic, with passengers screaming and injuries evident. Davies described one passenger with a gash on her head, bleeding profusely, and another elderly passenger in severe shock.

Another passenger, 28-year-old student Dzafran Azmir, told Reuters that the aircraft began “tilting up” and shaking before the dramatic drop launched everyone not wearing seat belts into the ceiling. “Some people hit their heads on the baggage cabins overhead and dented it, they hit the places where lights and masks are and broke straight through it,” Azmir said. The rapid sequence of events left passengers and crew little time to react, with some still standing or in the bathrooms when the turbulence struck.

The plane diverted to Bangkok following the incident, where 104 passengers were treated for injuries. The Samitivej Srinakarin Hospital in Bangkok provided care for many travelers, with 20 remaining in intensive care units as of Wednesday. Those injured included citizens from Australia, Malaysia, the United Kingdom, New Zealand, Spain, the United States, and Ireland.

Josh Silverstone, a 24-year-old British citizen, described feeling “happy to be alive” after leaving the hospital with a cut on his eye and a chipped tooth. Silverstone communicated with his mother for the first time during the flight by purchasing an in-flight WiFi package. He recounted how he began vomiting after the emergency landing in Bangkok, seeking medical care shortly after.

The turbulence also left several passengers with severe spinal injuries. Despite the ordeal, Silverstone expressed hope to continue his journey to Bali to see his friends.

Singapore Airlines CEO Goh Choon Phong, in a video message on Facebook, confirmed that 143 of the original 211 passengers and 18 crew members were transported to Singapore on a relief flight, arriving early Wednesday. The remaining 79 passengers and six crew members stayed in Bangkok, including those receiving medical care and their family members.

Bangkok airport’s general manager, Kittipong Kittikachorn, stated that preliminary investigations suggested Kitchen had a heart condition, with the autopsy process ongoing. Many passengers sustained broken arms, while most injuries were cuts and bruises.

Goh extended condolences to Kitchen’s family and expressed sorrow for the traumatic experience endured by passengers. “We are deeply saddened by this incident and very sorry for the traumatic experience,” he said, assuring that the airline is cooperating with authorities in the investigation.

Singapore’s Ministry of Transport is working with Thai authorities and will send investigators to Bangkok. The US National Transportation Safety Board is also involved, sending personnel to Singapore to assist, including a representative and four technical advisors.

This harrowing event highlights the unpredictable nature of air travel and the importance of adhering to safety measures such as wearing seat belts when advised by the flight crew.