A passenger on a Sydney to Auckland flight that saw 12 people taken to hospital after a mid-air incident claimed he was told by the pilot the 787-9 Dreamliner's instrument gauges had "cut to black".
One traveller described broken roof panels, bleeding passengers and screaming as LATAM Airlines flight LA800 "just dropped out of the sky".
Boeing today said it was collecting details about what happened during the flight yesterday.
"We are working to gather more information about the flight and will provide any support needed by our customer," Boeing said in a statement to 9News.com.au.
LATAM Airlines, a Chilean carrier, said the Dreamliner had a technical problem which caused a "strong movement".
Passenger Brian Jokat told Today that after touchdown, he had spoken with the pilot.
"I personally approached him and said, you know, what was that? I said, that was not turbulence," Jokat said.
"And he basically said to me that his instrument gauges went black for a split second and just cut out.
"And then he said, it kicked in again. And that's when the plane kind of straightened out and continued."
Whatever the cause of the mid-air incident, Jokat said it had caused havoc, with his seat neighbour hitting the ceiling.
"He was like, for that split second, he was above me," he said.
"And then he came crashing down. And that's when I knew I wasn't in a dream."
Jokat said several crew members had been left unable to walk. Doctors who were travelling on the plane helped render first aid to those in need, including fitting people with neck braces.
More than half a dozen ambulance vehicles rushed to Auckland International Airport, where St John Ambulance New Zealand said it treated about 50 patients and took 12 to Middlemore Hospital and two other facilities.
One patient was in a serious condition and the others were in a "moderate to minor condition", the ambulance service said.
"As a result of the incident, some passengers and cabin crew were affected," the airline said in a statement.
"LATAM regrets the inconvenience and injury this situation may have caused its passengers, and reiterates its commitment to safety as a priority within the framework of its operational standards."
Boeing has faced increased scrutiny in recent months after issues with some of its planes across the world.
In an unrelated incident, United Airlines flight UA830 from Sydney to San Francisco was forced to turn around about two hours into its journey this afternoon.
A leak was reportedly detected and the plane landed back in Sydney about 2.30pm.
No injuries were reported.
