# ORANGE AIR, LLC

Family Assistance Plan

(Filed with the Department of Transportation and the National Transportation Safety Board )

## Family Assistance Plan

2 

### Overview

This Orange Air Family Assistance Plan describes the methods by which Orange Air

, in cooperation with the National Transportation Safety Board (NTSB)

, other governmental entities,

and the American Red Cross or other organization named under 49 U.S.C. § 1136(a)(2) , will provide family assistance after an aviation accident involving a fl ight operated by Orange Air

. The purpose of this plan is to ensure that Orange Air efforts are made in the best interests of survivors and families and to respect the cultural & religious backgrounds of survivors and

families.

Orange Air provides family assistance without regard to an individual's status as a revenue

customer, non

- revenue customer, crew member , or other victim of an accident . The Orange Air plan meets the provisions of the Aviation Disaste r Family Assistance Act of 1996, as amended.

Cer tain specialized services that are required following an accident may be accomplished on

behalf of Orange Air by vendors having expertise in those areas.



### Pre

- Response Planning

Committing Sufficient Resources Orange Air maintains agreements with provid ers who offer comprehensive emergency response and family assistance programs, which utilize a broad spectrum of human and technological resources in the event of an accident. During such crises, thousands of specially trained responders work around the c lock on issues including family assistance, accident investigation, media relations, and liaisons with government agencies and support organizations. They are directed via a dedicated command center network linked by worldwide communications.

Orange Air maintains a cooperative working relationships with the external organizations involved in a crisis and has designed its emergency response structure specifically to allow separate management of the crisis while continuing the safe operation of the airline.

Orange Air Family Assistance Orange Air is a member of the Family Assistance Foundation, a non

- profit organization that supplements Orange Air ’s resources with a pool of thousands of organized and trained volunteers

established to enhance communication b etween Orange Air and the families affected by an accident and to respond to needs that survivors and families may have. Ever y effort is made to

ensure well

- trained volunteers are available in all areas served by Orange Air around the world

and o r ganized i n a manner that will allow for immediate mobilization.

## Family Assistance Plan

3 Training In addition to the intensive training provided to family assistance teams, customer service training is also provided to personnel in public

- contact positions throughout the Orange Air

sys tem. Families may call any reservation office or may seek assistance at airports served by Orange Air that are neither the origin nor the destination of the flight involved in an accident. As with any training program, enhancements are continually made t o include lessons learned from survivors, family members, industry partners, and mental health professionals.

Periodic simulations of Orange Air ’s comprehensive emergency response plan are made in cooperation with regular airport drills around the world. In addition, Orange Air and its partners routinely coordinate with federal, state, and local authorities that have emergency responsibilities.

Toll

- free telephone number Orange Air will activate a toll

- free telephone number within one hour after notificat ion to our emergency call center provider, after receiving information indicating that an aircraft operated by Orange Air has been involved in an accident and that there are serious injuries and/or fatalities. This number will be staffed by our Emergency Call Center provider. These trained individuals will provide information authorized for release by Orange Air ’s Corporate Communications department and will collect contact information from inquiring individuals.

## Family Assistance Plan

4 

### Passenger Manifest, Ticket Reconcilia tion, and Notification

Passenger Manifest and Ticket Reconciliation Immediately after the accident, Orange Air will begin the process to match the current computerized reservations (Passenger Name Records) for that flight with the ticket coupons or other verifying data that were collected at the departure airport(s.) All known passengers will be validated including those with reservations, standby tickets, rerouted tickets, jump seat authorization, and non

- revenue passengers and crew. Unfortunately, this process can be delayed by persons traveling under different names, changing seats, and infants traveling without tickets. Accordingly, Orange Air ’s Reservations Sales policy prohibits the unauthorized release of this confidential, sensitive manifest info rmation.

Upon the request of the National Transportation Safety Board and/or the American Red Cross, a list of names of passengers aboard the aircraft (based on the best information available at the time of the request) will be sent to the NTSB Office of Transportation Disaster Assistance and

American Red Cross . The Manager of Orange Air ’s Family Assistance will ensure that the list is marked “preliminary and unconfirmed” and will continue to update it periodically. Although the Aviation Disaster Family Assistance Act of 1996 does not state a time frame for this action, a preliminary list will be available within the first three hours. As names of persons on board are reconciled, they will be given to our Emergency Call Center provider, so the notificati on process can proceed while the remainder of the manifest continues to be verified. If citizens of countries other than the United States are on board, Orange Air will transmit a list of their names to the United States Department of State.

Notifying Pa ssengers’ Families Specially trained personnel from our Emergency Call Center provider will notify the family of each passenger as soon as it appears tha t the individual was on board ; Orange Air recognizes the Act's preference for in

- person notifi cat ion to the extent practicable

. Orange Air will not wait for all the names of passengers to be verified . However, identifying and contacting some passengers’ next

- of

- kin may be delayed depending on the amount and accuracy of information

available. Other c allers who have inquired about a name appearing on the manifest will not be contacted by our provider until Orange Air is satisfied that the next

- of

- kin or th e person who stated that they were the family’s contact has been notified. As the passenger list is validated, subsequent incoming calls from family members will be routed to our call center provider for appropriate handling.

Orange Air will not release a passenger’s name publicly until after the next

- of

- kin has been

notified. If the next

- of

- kin requests that the passenger’s name not be made public, Orange Air will convey that information to the NTSB in order to honor the request.

## Family Assistance Plan

5 

### Passenger Identific ation

The local medical examiner or coroner in the county or location of the accident is responsible for the positive identification of fatalities and will provide official notification of death to the family. In cases where local capacity for victim ide ntification and mortuary services is exceeded, this task may be supplemented by members of the Disaster Mortuary Operational Response Team. These teams (D

- MORT) are organized and activated by the Public Health Service, a division of the US Department of H ealth and Human Services. For injured passengers, the hospital is responsible for periodic status updates and either the hospital or Orange Air will continue to

advise the families.



### Family Access to the Accident City

Orange Air will arrange for the fa mily of a passenger to travel to the city nearest the accident if they so desire. Once at the location, family assistance personnel will be assigned and dedicated to each family to coordinate such things as accommodations, ground transportation,

communica tions, the purchase of personal incidentals, visiting survivors in the hospitals, etc. If a family prefers, family assistance personnel will be available to travel to the family's home location to provide personal assistance, communications, and logistica l support. When requested by survivors or family members, professional counseling services will be made available through Orange Air ’s close coordination with the American Red Cross which is responsible for mental

health assistance.

Orange Air will make provisions for a joint family support operations center to include space, communications, and logistical support for federal and American Red Cross staff. Orange Air will endeavor to secure a suitable facility to protect families from intrusions by the me dia and by

unwelcome solicitors.

The National Transportation Safety Board has accident

- site jurisdiction. Within site security limitations that these authorities establish, Orange Air will respond to family requests for visits to

the accident scene. Acc ess to the site may be limited by terrain, biohazard and/or hazardous materials concerns, security measures, or other unforeseen conditions.

Orange Air family assistance personnel will continue to assist family members as they depart the

accident location and Orange Air personnel will maintain contact with the family until they advise that this is no longer necessary.

## Family Assistance Plan

6 

### Human Remains and Personal Effects

The local medical examiner or coroner in the county or location of the accident is responsible for the disposition of identifiable and unidentifiable human remains. Disaster Mortuary Operational Response Teams may be activated by the NTSB to assist with this process. Orange Air and its provider contracted to assist with these tasks will comply with de cisions made by the responsible authorities and help to ensure that the families are advised as to the plans for disposition. The

next

- of

- kin's wishes as to arrangements for remains identified as those of the passenger will be

honored.

Personal Effects

L ocal authorities such as the medical examiner or coroner should return identifiable personal items to the passenger’s family rather than having the airline become custodian of them and local authorities should determine disposition of unidentifiable person al effects.

If personal items come into the airline’s control, Orange Air or its provider will consult with each family about the disposition of the possessions unless such possessions are needed for the accident investigation or any criminal investigatio n . Unless requested otherwise, Orange Air or its vendor will describe to the next

- of

- kin the condition of each such possession and follow the

direction of the next

- of

- kin as to the return or other disposition of such items regardless of their

condition. Because specialized services such as the cleaning and restoration of personal effects may require a certain expertise, Orange Air has arranged for a contractor with this expertise to handle this with care on the airline’s behalf. After returning all posse ssions which can be associated with specific passengers, Orange Air will retain any unclaimed possessions which are

within its control for no less than 18 months. Orange Air or its personal effects' vendor will create an inventory of these items and caref ully store them.

Monuments If Orange Air considers the construction of a monument for the accident site, Orange Air will consult with the family of each passenger about its construction, including any inscription on the

monument. All comments and concern s from families (along with the statutory and/or regulatory requirements or considerations of the place of construction) will be given careful consideration. Each family will be given a choice of including or not including the passenger’s name if an

inscr iption of the names is planned in the agreed design. The goal will be to achieve a full consensus of all families on a specific design. Should that not be possible, in an effort to avoid lengthy delays, it may be necessary to implement a plan agreeable t o the majority of the families.

The next

- of

- kin will be given an opportunity to visit the monument when construction is complete.

## Family Assistance Plan

7 

### Relationship with the American Red Cross

Compensation to the American Red Cross Orange Air will work with the American Red Cross or other organization designated under 49

U.S.C. § 1136(a)(2) on an ongoing basis to ensure that families of passengers receive an appropriate level of services and assistance following an accident. A procedure will be developed to pay reasonabl e compensation to the American Red Cross for services provided by the organization. Orange Air has requested and expects to receive a plan of tasks and anticipated expenses prior to the American Red Cross’ full deployment, consultation about costs as they are incurred, and an itemized list of services rendered and expenses to accompany the organization's

invoice.



### Relationship with Domestic and International Partner Airlines

Orange Air will systematically work throughout the year on all elements of emerg ency response planning and procedures with the airlines that may hav e a contracted partnership agreement with Orange Air . Goals will include consistent terminology and structure, identification of mutual resources, maximum efficiency of resource deploymen t, cooperative management during drills and an accident response, etc. If applicable, Orange Air will be committed to providing each

domestic connection or international code

- share partner with assistance and support if they, as the operating carrier, hav e an accident. Conversely, in the event of a Orange Air accident, the partner airlines will provide assistance to meet language, resource, and personnel needs.



### Flight Reservation Information

Orange Air will ensure, through its authorized providers, that it will inform any family of a passenger on the flight involved in an accident, whether or not their family member’s name appeared on any preliminary passenger manifests, if requested by the family.



### Training Of Employees And Agents

Orange Air will ensur e that all personnel involved in supporting families are adequately trained in meeting the needs of survivors and family members following an accident. This includes both employees of Orange Air and its authorized providers. Orange Air is committed to tr aining its employees and using providers who employ only the most recent best practices for supporting both passenger and family survivors following an accident.



### Accidents Occur r ing Outside the United States

In the event of an accident involving a flight operated by Orange Air , but occurring outside of the United States, Orange Air will provide support to passengers and families that is consistent with

## Family Assistance Plan

8 the type of support that would be provided for accidents occur r ing within the United States.

Furthermore , when providing support to passengers and families who are United States Citizens, Orange Air and its authorized providers will consult with both the National Transportation Safety Board and the US Department of State with respect to support for those per sons

.



### Damage To Man

- Made Structures And Other Property On The Ground

In the event that an accident involving an Orange Air flight causes damage to man

- made structures or other property on the ground, Orange Air will promptly provide written notice to the property owner(s) advising them to: contact their insurer(s) in order to obtain authoritative information with regard to coverage and compensation ; not rely on unofficial information offered by air carrier representatives about compensation by the air ca rrier for accident

- site property damage; and to obtain photographic or other detailed evidence of any property damage as soon as possible after the accident, consistent with restrictions on access to the accident site.



### NTSB Hearings Greater Than Eighty Mi les From the Accident Site

Should the National Transportation Safety Board conduct public hearings (or comparable hearings) at a location that is greater than eighty (80) miles from the accident site, Orange Air will provide a means to simultaneously broa dcast the hearing by electronic means at both the originating and destination city of the flight that was involved in the accident, if those cities are

located in the United States.



### Filing Airline Plan With DOT and NTSB

Orange Air has filed this Plan as required by the Aviation Disaster Family Assistance Act of

1996.

In addition, Orange Air has submitted to the National Transportation Safety Board contact telephone numbers at its operational center, which can be used by the NTSB 24 hours per day,

seven days per week.