EUROATLANTIC AIRWAYS-TRANSPORTES AEREOS, S.A. 

FAMILY ASSISTANCE PLAN 

1. Overview 

1.1. The purpose ofthe Euroatlantic Airways-Transportes Aereos, S.A. 

("Euroatlantic") Family Assistance Plan is to provide company personnel with the 

guidelines, procedures and training that will enable them to act in the best 

interests of the families of passengers involved in any aircraft accident involving 

Euroatlantic aircraft and resulting in a major loss oflife, to treat survivors and 

families with dignity, and to respect the cultural and religious backgrounds of 

survivors and families. 

1.2. This document is a part of a larger effort, which includes the National 

Transportation Safety Board, other government entities and appointed 

independent non-profit organizations, to assist survivors and families in the event 

of an aviation disaster. 

2. Pre-Response Planning 

2.1. In accordance with the Foreign Air Carrier Family Assistance Act of 1996 (49 

U.S.C. Section 1136 & Section 41313), as amended by Vision 100- Century of 

Aviation Reauthorization Act, Euroatlantic will publish this Family Assistance 

Plan and insert this plan into all appropriate Euroatlantic manuals. 

2.2. The treatment of families of non-revenue passengers (and any other victim of the 

accident) will be the same as the treatment of the families of revenue passengers. 

2.3. The Euroatlantic Emergency Response Team will be utilized to respond to likely 

needs of survivors and families. 

2.4. Training will be based upon employee's responsibilities and Euroatlantic will 

provide logistical support to the Response Team. 

2.5. Training of Family Assistance Personnel will be conducted in conjunction with 

Euroatlantic' s training recognizing that: 

2.5.1. A list of trained Family Assistance Personnel will be maintained in the 

Euroatlantic Emergency Response Plan. 

2.5.2. Personnel who are in public contact positions need to know how to 

respond to inquiries and facilitate responses to them. 

2.5.3. Families may seek assistance from Euroatlantic at airports that are neither 

the origin nor the destination of the flight. 
2.5.4. Simulations of the Plan will be held annually in addition to participation in 

local disaster drills. 

2.5.5. After an aviation disaster involving a Euroatlantic aircraft, a toll-free "800" 

number will be published for the use of families to inquire about 

passengers. 

2.5.6. It is Euroatlantic's policy that manifest information will only be released 

by the designated Euroatlantic Coordinator to the proper NTSB authorities, 

the director of family support services designated for the accident under 

section 1136(a)(l), the organization designated for the accident under 

section 1136(a)(2); the Euroatlantic NTSB Family Assistance Coordinator, 

Euroatlantic's President, the Executive Vice President, Flight Operations 

Director or their authorized representatives. Any other release of manifest 

information is considered unauthorized and prohibited. 

2.5.7. Euroatlantic will inform family members (or family friends or clergy who 

are with the family) at an appropriate time, but as early as possible after 

being notified, that it is critical that they contact their family dentist to 

obtain the dental records and dental x-rays of their loved one. Euroatlantic 

will ask the family to have the records and x-rays sent by special courier to 

the address of the hotel where the joint family support operations center 

will be located. Packages should be addressed to the Director, Family 

Support Services, NTSB. If the family is coming to the site the next day, 

the family may arrange to hand-carry these documents. If the family is 

already at the accident site or arrives without making these arrangements, 

the Disaster Mortuary Team personnel will coordinate with the family's 

dentist to obtain dental records and dental x-rays. 

2.5.8. Euroatlantic will ensure that its employees and agents receive adequate 

training to meet the needs of survivors and family members following an 

accident. 

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3. Passenger Manifest, Ticket Reconciliation and Notification 

3.1. In order to determine which passengers actually boarded the flight, Euroatlantic 

personnel immediately after the accident will begin a review of the following: 

3 .1.1. On board Passenger Manifest. 

3.1.2. Standby passengers. 

3.1.3. Non-revenue passengers. 

3.1.4. Re-routed passengers. 

3.1.5. Passengers who cancelled their reservation. 

3.1.6. Jump seat riders. 

This process could be delayed by persons traveling under different names. 

3.2. Euroatlantic will release, upon request, to the NTSB Family Services Director a 

passenger list. This would be upon the firm understanding that the list reflects the 

best available information at the time of the request, that it may have inaccuracies 

and it may not be complete. 

3 .2.1. All personnel involved with handling the manifest will be briefed as to the 

confidential/sensitive nature of this inforlnation. 

3.2.2. All appropriate manifest lists will be stamped "PRELIMINARY AND 

UNCONFIRMED" with date, time and list number. 

3.2.3. Euroatlantic will update the list periodically. 

3.2.4. Upon request, Euroatlantic will provide to the Department of State 

information in its possession about foreign passengers. 

3.2.5. Euroatlantic will coordinate as necessary with the Department of Justice 

for family meetings to explain Department of Justice services. 

3.3. Notification Procedures 

3.3.1. As soon as information becomes available on each passenger, that 

passenger's family will be notified. 

3.3 .1.1. Notification to family members will be made prior to release of 

the passenger's name to the public and, to the extent practical, in 

person. 

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3.3.2. Euroatlantic personnel making the notification will be suitably trained as 

noted in Paragraphs 2.4, 2.5 and 2.5.8 of this document. 

3.3.3. Euroatlantic will secure a facility for family members that will insure 

privacy from solicitors and the media. 

3.3.4. After coordination with NTSB, Euroatlantic will provide a joint support 

operations center to provide logistical support to the federal staff. 

3.3.5. As appropriate, Euroatlantic will continually update the public on the 

progress of family notification. 

3.4. Confidential/Sensitive Information 

3.4.1. As stated in paragraph 2.5.7 of this document, any unauthorized release of 

manifest information is prohibited. 

4. Passenger Identification 

4.1. Medical Examiner/Coroner 

4.1.1. The medical examiner or coroner is responsible for the positive 

identification of fatalities. 

4.1.1.1. If the victim has died, the medical examiner will coordinate with 

the Disaster Mortuary Team Commander to provide official 

notification of death to family. 

4.1.1.2. For injured passengers, the hospital is responsible for status 

updates and either the hospital or Euroatlantic will advise the 

families. 

5. Family Access to the Accident Site. 

5 .1. The NTSB has accident site jurisdiction. 

5.2. Within the limits established by the authorities, Euroatlantic will respond to 

family requests for access to the accident scene. 

5.3. Euroatlantic will assist up to two members (exceptions would be made as 

individual cases and cultural differences would have to be considered) of the 

family of a passenger traveling to the location of the accident and provide for the 

physical care of the family while the family is staying at such location. 

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5.3.1. For purposes of this plan, "Family" shall mean legal or common law 

spouse, parents or children of the injured/deceased. If the deceased has no 

Family as defined, up to two close living relatives would be considered 

"Family." 

5.3.2. Physical care. 

5.3.2.1. Transportation to and from accident city. 

5.3.2.2. Transportation to and from accident site. 

5.3.2.3. Hotel accommodations at accident city for a reasonable time 

period. 

5.3.2.4. Meal voucher during hotel stay and day of travel to and from the 

accident city. 

6. Human Remains and Personal Effects 

6.1. The medical examiner is responsible for the disposition of identifiable and 

unidentifiable human remains. 

6.2. Euroatlantic shall work with authorities to return identifiable personal effects to 

victim's family rather than having Euroatlantic become a custodian of them; 

Euroatlantic and the authorities will work together to determine disposition of 

unidentifiable personal effects. 

6.3. Personal effects that come into the control ofEuroatlantic will be handled in the 

following manner after release from the NTSB: 

6.3.1. Euroatlantic will consult with each family about the disposition of 

personal effects that are in Euroatlantic's control. 

6.3.2. Euroatlantic will return to the family, if requested, any passenger's 

possession that is under the control ofEuroatlantic. 

6.3 .3. Euroatlantic will retain for 18 months any unclaimed property of a 

passenger that is under Euroatlantic' s control. 

6.3.4. Euroatlantic will consult with the families about the construction by 

Euroatlantic of any planned monument, including the inscription on it. 

6.3.5. Euroatlantic will only be able to return personal effects that come into 

Euroatlantic's control once permission of the NTSB has been obtained as 

the items may have some bearing on the accident investigation. 

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7. Liability for Man-Made Structures 

7.1 In accordance with the 49 U.S.C. Section 41313(c), in the event of an accident 

resulting in significant damage to man-made structures or non-government-owned 

property on the ground, Euroatlantic shall promptly provide written notification 

directly to the owner of liability for any property damage and the means for 

obtaining compensation. Such notice shall advise the owner: (a) to contact the 

property insurer as the authoritative source for coverage and compensation 

information; (b) to not rely on unofficial information offered by Euroatlantic's 

representatives about compensation by Euroatlantic for accident-site property 

damage; and (c) to obtain detailed evidence of property damage as soon as 

possible following the accident, consistent with restrictions to the accident site. 

8. Simultaneous Electronic Transmission of NTSB Hearings 

8.1 In accordance with 49 U.S.C. Section 41313(c), in the event of an accident in 

which the NTSB conducts a public hearing or comparable proceeding at a 

location more than eighty (80) miles from the accident site, Euroatlantic shall 

ensure the proceeding is made available simultaneously by electronic means at a 

location open to the public at the origin city and destination city of the 

Euroatlantic flight, if that city is located in the United States. 

9. Relationship with Designated Independent Organization 

9.1. Euroatlantic will work with the independent nonprofit organization that is 

designated under 49 U.S.C. Section 1136(a)(2) to provide mental health and 

counseling services to families. 

9 .1.1. Mental health services can be coordinated on a local basis through the 

nonprofit organization or these services can be brought in from another 

city where the airline may have a Mental Health Professional on retainer. 

9.1.2. Should long-term counseling be required, Euroatlantic will coordinate 

with the nonprofit organization appointed by the NTSB, the family and the 

company providing the service. 

9 .2. Euroatlantic will develop a procedure to pay reasonable compensation to the 

NTSB-designated independent non-profit organization as required by 49 U.S.C. 

Section 41313(C)( 11) where the nature and scope of its work and the kind of costs 

to be incurred have been discussed and agreed in advance. 

9.3. Euroatlantic or any organization working on its behalf will coordinate with family 

members as to their need for American Red Cross assistance. 

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9 .4. Euroatlantic or any organization working on its behalf will participate in the daily 

coordination meetings to review daily activities, resolve problem areas, and to 

synchronize future family support operations and activities. 

10. Third Party Service Provider 

10.1 In order to fulfill its obligations under this Plan, Euroatlantic may contract with 

third party service providers who specialize in aviation disaster response services. 

Euroatlantic will work with any such third party service providers to carry out the 

responsibilities undertaken in this Plan. 

11. Filing of this document with NTSB and DOT 

11.1 Pursuant with the Foreign Air Carrier Family Assistance Act of 1996,49 U.S.C. 

Section 41313(b ), this document will be filed with the National Transportation 

Safety Board and the Department of Transportation. 

12. Revisions and Code-Share Agreements 

12.1. Euroatlantic reserves the right to introduce changes to this plan from time to time. 

12.2. Euroatlantic does not presently have an approved code-share arrangement with 

any United States carrier. lfEuroatlantic were to enter into such an agreement 

and it were approved, Euroatlantic may revise this plan. 

13. Accidents Not Covered by this Plan 

13.1 Euroatlantic will consult with the NTSB and the Department of State if it 

voluntarily provides assistance to U.S. citizens in the United States with respect to 

accidents outside the United States not covered by this plan involving loss of life. 

14. Emergency Contact Information 

14.1 Euroatlantic's 24-hour, 365 days a year contact is located in Lisbon. Any agent of 

the U.S. government may contact operations center personnel at any time by 

dialing--· The telephone numbers have been submitted to the 

NTSB and can be used by the NTSB 24 hours per day, seven days per week. 

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