EUROATLANTIC AIRWAYS-TRANSPORTES AEREOS, S.A. FAMILY ASSISTANCE PLAN 1. 

### Overview 1.1. The purpose ofthe Euroatlantic Airways-Transportes Aereos, S.A. ("Euroatlantic") FamilyAssistance Plan is to provide company personnel with the guidelines, procedures and training that will enable them to act inthe best interests ofthe families ofpassengers 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 ofa 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 ofan aviation disaster. 

### 2. Pre-Response Planning 2.1. In accordance with the ForeignAir Carrier Family Assistance Act of 1996 (49 U.S.C. Section 1136 & Section41313), as amended byVision 100- Century of Aviation ReauthorizationAct, Euroatlantic will publish this FamilyAssistance Plan and insert this plan into all appropriate Euroatlantic manuals. 2.2. The treatment offamilies ofnon-revenue passengers (and any othervictim ofthe accident) willbe the same as the treatment ofthe families ofrevenue passengers. 2.3. The Euroatlantic Emergency Response Team willbeutilized to respond to likely needs ofsurvivors and families. 2.4. Training will bebasedupon employee's responsibilities and Euroatlantic will provide logistical support to the Response Team. 2.5. Training ofFamilyAssistance Personnel will be conducted in conjunction with Euroatlantic's training recognizing that: 2.5.1. A list oftrained FamilyAssistance Personnel will be maintained inthe Euroatlantic Emergency Response Plan. 2.5.2. Personnel who are inpublic contactpositions 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 northe destination ofthe flight.2.5.4. Simulations ofthe 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 offamilies to inquire about passengers. 2.5.6. Itis Euroatlantic's policy that manifest information will onlybe released by the designated Euroatlantic Coordinator to the proper NTSB authorities, the director offamily support services designated for the accident under section 1136(a)(l), the organization designated for the accidentunder section 1136(a)(2); the Euroatlantic NTSB FamilyAssistance Coordinator, Euroatlantic's President, the Executive Vice President, Flight Operations Director ortheir authorized representatives. Any other release ofmanifest 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 oftheir loved one. Euroatlantic will ask the family to have the records and x-rays sentby special courier to the address ofthe hotel where thejoint family support operations center will be located. Packages shouldbe addressed to the Director, Family Support Services, NTSB. Ifthe family is coming to the site the next day, the family may arrange to hand-carry these documents. Ifthe family is already at the accident site or arrives without making these arrangements, the DisasterMortuary Teampersonnel 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 ofsurvivors and family members following an accident.

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### 3. Passenger Manifest, Ticket Reconciliation and Notification 3.1. Inorder to determine which passengers actuallyboarded the flight, Euroatlantic personnel immediately after the accident will begin areview ofthe following: 3.1.1. Onboard PassengerManifest. 3.1.2. Standbypassengers. 3.1.3. Non-revenue passengers. 3.1.4. Re-routed passengers. 3.1.5. Passengers who cancelledtheir reservation. 3.1.6. Jump seat riders. This process could be delayed bypersons traveling under different names. 3.2. Euroatlantic will release, uponrequest, to the NTSB Family Services Director a passenger list. This wouldbeuponthe firm understanding that the list reflects the best available information at the time ofthe request, that it mayhave inaccuracies and it maynot be complete. 3.2.1. All personnel involved withhandling the manifest will bebriefed as to the confidential/sensitive nature ofthis 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 ofState information in its possession about foreign passengers. 3.2.5. Euroatlantic will coordinate as necessary with the Department ofJustice for family meetings to explain Department ofJustice services. 3.3. Notification Procedures 3.3.1. As soon as informationbecomes available on each passenger, that passenger's family willbe notified. 3.3.1.1. Notification to family members will be made priorto release of the passenger's name to the public and, to the extent practical, in person.

33.3.2. Euroatlantic personnel making the notification will be suitably trained as noted in Paragraphs 2.4, 2.5 and 2.5.8 ofthis 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 ajoint support operations centerto provide logistical support to the federal staff. 3.3.5. As appropriate, Euroatlantic will continuallyupdate the public on the progress offamily notification. 3.4. Confidential/Sensitive Information 3.4.1. As stated in paragraph 2.5.7 ofthis 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 offatalities. 4.1.1.1. Ifthe victim has died, the medical examiner will coordinate with the DisasterMortuary Team Commanderto provide official notification ofdeath to family. 4.1.1.2. Forinjured passengers, the hospital is responsible for status updates and either the hospital orEuroatlantic will advise the families. 

### 5. Family Access to the Accident Site. 5.1. The NTSB has accident sitejurisdiction. 5.2. Within the limits establishedbythe 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) ofthe family ofa passenger traveling to the location ofthe accident and provide for the physical care ofthe family while the family is staying at such location.

45.3.1. Forpurposes ofthis plan, "Family" shall mean legal or common law spouse, parents or children ofthe injured/deceased. Ifthe deceasedhas 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 oftravel to and from the accident city. 

### 6. Human Remains and Personal Effects 6.1. The medical examiner is responsible for the disposition ofidentifiable 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 ofthem; Euroatlantic andthe 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 afterrelease 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, ifrequested, anypassenger's possession that is under the control ofEuroatlantic. 6.3.3. Euroatlantic will retain for 18 months any unclaimed property ofa passengerthat is under Euroatlantic's control. 6.3.4. Euroatlantic will consult with the families about the constructionby Euroatlantic ofany planned monument, including the inscription onit. 6.3.5. Euroatlantic will only be able to return personal effects that come into Euroatlantic's control once permission ofthe NTSB has been obtained as the items mayhave 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), inthe event ofan accident resulting in significant damage to man-made structures ornon-government-owned property on the ground, Euroatlantic shall promptlyprovide written notification directly to the owner ofliability for any property damage and the means for obtaining compensation. Such notice shall advise the owner: (a) to contact the propertyinsurer as the authoritative source for coverage and compensation information; (b) to notrely onunofficial information offered byEuroatlantic's representatives about compensationbyEuroatlantic for accident-site property damage; and (c) to obtain detailed evidence ofproperty damage as soon as possible following the accident, consistent withrestrictions to the accident site. 

### 8. Simultaneous Electronic Transmission ofNTSB Hearings 8.1 In accordance with 49 U.S.C. Section 41313(c), inthe event ofan 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 simultaneouslybyelectronic means at a location opento the public at the origin city and destination city ofthe Euroatlantic flight, ifthat city is located inthe 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 canbebrought in from another citywhere 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 bythe NTSB, the family and the companyproviding the service. 9.2. Euroatlantic will develop a procedure to payreasonable compensation to the NTSB-designated independent non-profit organization as required by49 U.S.C. Section 41313(C)(11) where the nature and scope ofits work and the kind ofcosts to be incurred have been discussed and agreed in advance. 9.3. Euroatlantic or any organization working on its behalfwill coordinate with family members as to their need for American Red Cross assistance.

69.4. Euroatlantic or any organization working on its behalfwill 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 thirdparty service providers who specialize in aviation disasterresponse services. Euroatlantic will work with any such third party service providers to carry out the responsibilities undertaken in this Plan. 

### 11. Filing ofthis document with NTSB and DOT 11.1 Pursuant with the Foreign Air Carrier FamilyAssistance Act of 1996,49 U.S.C. Section 41313(b), this document will be filed with the National Transportation Safety Board and the Department ofTransportation. 

### 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 presentlyhave an approved code-share arrangement with any United States carrier. lfEuroatlantic were to enterinto such an agreement and it were approved, Euroatlantic mayrevise this plan. 

### 13. Accidents Not Covered by this Plan 13.1 Euroatlantic will consult with the NTSB and the Department ofState ifit voluntarilyprovides assistance to U.S. citizens inthe United States with respect to accidents outside the United States not covered bythis plan involving loss oflife. 

### 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 centerpersonnel at any time by dialing--· The telephone numbers have been submitted to the NTSB and canbe used bythe NTSB 24 hours per day, seven days perweek.

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