# FRONTIER. Frontier Airlines, Inc. Frontier Center One 7001 Tower Road Denver, CO 80249 frontierairlines.com



### July 29, 2013 Dockets
- Dockets OST 96-1960 U.S. Department ofTransportation 400 Seventh Street, S.W., Room PL401 Washington, D.C. 20590 To Whom It May Concern: .J(]

In compliance with public lawwhich requires that certified aircarriers submit tothe Department ofTransportation and the National Transportation Safety Board assurances for their respective plans to address the needs offamilies and passengers involved in aircraft accidents. Attached isthe complete Frontier Airlines Emergency Response and Family Assistance submission.

. Also attached please find an updated 24-hour telephone number for the Frontier Airlines operations center (dispatch), for use inthe event ofan emergency.



## S;~~'., 

# 07J~

DOUg/X. Diehl Director of Safety Frontier Airlines

### FRONTIER AIRUNES


## PlanforAddressingthe Needsof Passengers, FamilyMembers and LovedOnes Involved inanAviation Disaster

Submitted to: The National Transportation Safety Board

and The U.S.Department ofTransportation

July29, 2013

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iii WiftiII I'. 

### FRONTIER AIRLINES EMERGENCY RESPONSE MANUAL



## TableofContents EMERGENCY RESPONSE

Introduction 3 Pre-Response Plannlng ..................•..........................•.......•.. 3 Personnel and Functions '.' .......................•......... 4 Aviation Safety .4 Family Assistance Team Leaders and Team Members .........................•.... .4

.Other Frontier Departments and Vendors 5 Training .........................................................•........... 5 Frontier Reservations Centers ......•........................................... 6 FamilyAssistance call Center

... :.••.••...•....•............................. :
.. 6 Family Assistance Training .......•........................................ :•... 6 Exercises and Corporate Drills ....•....•........................................ 7 Pre-Response Planning with Government Authorities 7 Activating FamilyAssistance 7 Passenger Identification and Family Notification 9 Manifest Reconciliation ........••.•.•....••.........••......•.•................ 9 Frontier Will Provide aCopyofthe Passenger Manifest tothe NTSB 9 Release of Passenger and Family Member Information 10 Badging ......................•............................................. 10 Assistance to Passengers and Families •......................................... 10 Scope of Potential Assistance ......•...•....................................... 10 TheJoint FamilySupport Operations Center (JFSOC) 11 Personal Effects ..............•.•..•....•................................... 12 Airline Sponsored Monument.

.....•
.... .... .....•
............... ....... . . . . .. 12 American RedCross ..•....•.............................................• " 12 Department ofState ••••..........................................•.••...... 12 Department ofJustice 12 Property Damage ....••...................................................... 12 Public Hearings

. .. .............•
. ..................................•
. .. .•
.. 13 Frontier Airlines Emergency Contact Information

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FRONTIER AIRLINES EMERGENCY RESPONSE MANUAL 

### EMERGENCY RESPONSE

INTRODUCTION The Aviation Disaster Famiiy Assistance Act of 1996, as amended bythe Wendell H, Ford Aviation Investment and Reform Actfor the 21st Century and the Vision 100 Century of Aviation Re-authorization Act requires that air carriers certified bythe U,S. Department of Transportation (DOT)file with the National Transportation Safety Board (NTSB)and the Department ofTransportation "a plan for addressing the needs ofthe families of passengers involved inany aircraft accident involving an aircraft ofthe air carrier and resulting in a major ioss of life." Frontier Airlines integrates family assistance and our emergency response functions in our Emergency Response Plan. Wecontract with Empathia to act asthe assistance component of Frontier's Family Assistance Program. Frontier has an organizational infrastructure supported bywell-trained personnel who can meet the needs of survivors and families in a compassionate and professional manner. Frontier will formally activate our Emergency Response Plan ifone of our aircraft is invoived in afatal accident. Atour discretion, we mayactivate family assistance and/or emergency response components in other situations, particularly those inwhich persons are hospitalized for serious injuries. Frontier wiil activate the Emergency Response Planfor an accident that operates as Frontier and mayactivate itfor acode share partner. Upon activation ofthe Emergency Response Plan, Frontier will deploy personnei with appropriate response skills and resources aswell the Empathia professionals to assist survivors, famiiy members and loved ones. Thefamily assistance component isdesigned to support and provide for the personal, logistical and communication needs offamilies and passengers. This support is provided inan atmosphere of dignity and respect for diverse cultural and religious backgrounds. Frontier intends to provide comparable assistance to all survivors and families directly affected byan aircraft accident, including revenue passengers, crewmembers and non-revenue passengers. 

### PRE-RESPONSE PLANNING Frontier places great importance on our ability to respond effectively inacrisis. Emergency management iscentralized at a high level inthe company's organization through the Safety Department. Inan emergency, the Safety Team works directly with the airline's executive management team, which iscomposed of high-ranking company officers. Frontier's phiiosophy of emergency management relies on interlocking structures for emergency response and famiiy assistance. Frontier designed its Emergency Response Plan to anticipate and identify, using functional checklists, most actions required inan emergency. Inthe event of an aircraft accident orother catastrophe, emergency response personnel activate teams and command centers appropriate to the event. Frontier integrates famiiy assistance and emergency response in its planning, simuiations, training and exercises. Frontier isconstantly reviewing and improving our approach to emergency response family assistance and the various elements of pre-response planning.

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### PERSONNEL AND FUNCTIONS EMERGENCvRESPONSE

Frontier commits sufficient family assistance resources to meet the needs of passengers and families. All Frontier departments contribute to and participate in Frontier's Emergency Management Pian. The Director ofSafety and his or herstaff administer the program. Personnel from other departments are assembled on the basis of expertise to create functional groupings that cross formal departmental lines. Thefunctional groupings are described in more detail below. 

### AVIATION SAFETY Frontier's Safety Department manages the requirements ofthe Victim Support Tasks, (VSTs), including family assistance. This department manages airline-wide responsibilities aswell as working closely with various vendors on acontinued basis. Personnel from avariety of Frontier operating departments, including Reservations, Flight Operations, Station Operations, Inflight and Maintenance are present to coordinate a response to operational concerns. The Director of Safety manages the team. This individual reports tothe Chief Operating Officer and Chief Executive Officer. The Director ofSafety oversees all emergency management activities and issupported bycoordinators for emergency response and family assistance. Inthe event of an aircraft accident, the Director of Safety works closely with company officers to evaluate the situation and determine which elements ofthe Emergency Response Plan to activate. Frontier will formaily activate the emergency response component in response to an incident oraccident involving an operating aircraft. Other situations may call for an informal response. Emergency responders will coordinate and share information with the family assistance staff for the duration ofthe emergency. TheChief Operating Officer decides whether to activate the family assistance component and, in coordination with the NTSB,decides if,when, and where to establish aJoint Family Support Operations Center (JFSOC). When the Emergency Response Plan Isactivated, members ofthe FamilyAssistance GoTeam travel to the accident site. FamilyAssistance Team members are assigned to survivors, family members and loved ones of all victims. The Chief Executive Officer ordesignee will bethe airline's representative to the Director of Transportation Disaster Services. This individual will travel to various locations, such asthe accident site, morgue, JFSOCand family assistance center. This individual will have the authority or ready access to those who have sufficient authority to make decisions on behalf ofthe airline. 

### FAMILY ASSISTANCE TEAM LEADERS AND TEAM MEMBERS Upon family assistance activation, Empathia professionals will bedeployed to support family members and loved ones. These team members have successfully completed training in family assistance principles. Theywill perform all family and survivor escort functions and many administrative functions.

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Empathia maintains adatabase for Family Assistance Team members, which includes a description ofthe members' background and training. This information is helpful in determining assignment to family members, I.e., language needs, religion, or other specific needs. Family Assistance Team members may becalled upon to perform avariety offamily assistance functions. They may beassigned to survivors orfamily members located throughout the country, to the accident site, to previous or nextstations on the line offlight or to support the Call Center. FamilyAssistance Team leaders are primariiy comprised of Frontier employees who have attended initial and recurrent annual training. They have been selected for their ability to manage and support FamilyAssistance Team members. Eachteam leader will beassigned sixto eight team members. 

### OTHER FRONTIER DEPARTMENTS AND VENDORS Anaircraft accident will require immediate participation bypersonnel throughout the company working within their areas of expertise. Some ofthe company's departments that support or coordinate family assistance include Flight Operations, Corporate Communications, Customer Service, Finance, Human Resources and Information Technology. Frontier Airlines realizes that when contracting requirements to vendors, ultimate responsibility continues to liewith the airline; therefore, wework closely with and consistently monitor the performance of ourvendors. 

### TRAINING The FordAct requires U.S.and foreign air carriers to assure that they will "provide adequate training to ,theemployees and agents ofthe carrier to meet the needs of survivors and family members following an accident." Tosatisfy this requirement, Frontier has developed a curriculum for initial and recurrent training for all responders. Frontier has reviewed and approved vendor training. Additionally, vendor leadership personnel are invited to participate in Frontier responder training and exercises. 1. Frontier Station Personnel Airline employees atthe departure, arrival and connecting stations are very likely to have direct contact with survivors and family members. Theyare required to assist famiiy members asthey travel to and from the site byinforming flight crews and airport personnel that family members are on particular flights. Atdeparture, connecting, and arrival airports, family members should haveairline personnel meet and assist them while atthe airport. If necessary, Frontier will seek assistance from other carriers. Toensure that these individuals are prepared, Frontier has developed initial and recurrent training forstation personnel who serve inacustomer service position at Frontier stations. Managers and supervisors who have completed this training will be responsible for ensuring that newempioyees and contract personnel for whom they are responsible receive training.

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2. Frontier Reservations centers Call centers are responsible for:
a. Obtaining contact information from family members who believe their one was onboard the aircraft. (Priortothe activation ofthe Family Assistance Call Center) b. Providing inquiring family members and loved ones with the toll free family assistance toll free number.
c. Manifest Reconciliation. Frontier provides training for reservations agents and other personnel who could field incoming calls regarding the accident. Thistraining class is required for all reservation agents at Frontier. Thistraining focuses on the process obtaining information from callers prior to the FamilyAssistance call center being set up and directing potential family members or loved ones to the FamilyAssistance call center once established. Empathia will activate these call center within 60 minutes of notification of an accident. 3. Family Assistance call center Frontier is required bythe FordActto advise immediate family members that an individuals' name ison the preliminary passenger manifest. Frontier will rely on Empathia professionals to handle those calls. These professionals will also serve as afamily member's primary liaison with Frontier until the manifest reconciliation process is complete and the family isassigned individual family support. Frontier will also relyon Empathia professionals to provide additional information during the manifest reconciliation process to qualified individuals. While their professional education isexcellent preparation for family assistance activities, we ensure they receive additional training on Frontier Airlines' Emergency Response Pian. Frontier and Empathia will establish and maintain communication throughout the manifest reconciliation process. Upon identification of potentiai family members, Empathia will place outbound calls tofamily members. 4. Family Assistance Training Thistraining employs acombination of lectures, video clips, workbook exercises and skills practice. Instructors emphasize that each situation is unique and that FamilyAssistance Team Leaders and Members will need to adapt the principles they learn to the specific and individual needs of each survivor orfamily member. One goal ofthe course isto explain Frontie~s Family Assistance poiicies. Introductory material provides trainees with an overview ofthe emergency response process and Family Assistance activation. Trainees are given guidelines and procedures for providing logistical and communication support to families. Asecond course goal isto prepare team members and leaders for the emotionaliy sensitive environment inwhich they will operate. Trainees and instructors discuss the unique experiences and traumas associated with aircraft disasters.

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Training provides communication guidelines and skills for working with families. Instructors also provide guidelines for relating effectively to distressed individuals. Special emphasis is placed onfamily notification, The program also discusses interaction skills dealing with other parties in a post-accident environment; such asthe media, attorneys and insurers. Finally, the course addresses Family Assistance Leaders and Members personal emotional and physicai care during activation. It iscrucial to maintain their emotional stability to be able to provide effective family assistance support. 

### EXERCISES AND CORPORATE DRILLS Periodic exercises and drills are essential to ensure effectiveness ofour emergency response program and family assistance components. Frontier performs onefull-scale, company-wide exercise and many departmental and station exercises annually. Inaddition to requiring onduty and off-duty employees to respond to the exercise, we promote the participation of outside agencies and organizations to develop a realistic setting for role-playing. All ofthese exercises provide Frontier a useful opportunity to reinforce employee knowledge and to evaluate and update programs. 

### PRE-RESPONSE PLANNING WITH GOVERNMENT AUTHORITIES Many other federal, state, and local authorities also have important roles in Frontier's Emergency Response Plan. Frontier has sought to coordinate its pre-response planning with them. Frontier has been active in working groups that includes various federal emergency response and law enforcement agencies to define the respective roles and responsibilities of carriers and various government agencies. Locally, Frontier organizes station emergency response plans in consultation with airport, lawenforcement, airport rescue fire fighters and medical authorities and the American Red Cross. 

### ACTIVATING FAMILY ASSISTANCE Frontier's Chief Operating Officer is responsible for decisions regarding family assistance activation. The following tasks are involved in activating Frontier's family assistance component in response to an aviation disaster: 1. The Frontier station involved will notify Frontier's System Operations Control (SOC). 2, SOCwill gather details about the accident and in coordination with the executive officers determine the severity ofthe accident and the appropriate response. 3. MIR3 (automated notification system) will begin aseries oftelephone calls to mobilize personnel identified as members ofthe GoTeam, Family Assistance and headquarters support staff. 4. The Director of Operations (ordesignee) will notify the NTSB'sWashington communication center at (202) 314-6290 and the appropriate regional office that the accident occurred.

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The following information will be provided as it becomes availabie:

o Place ofthe incident (orgeneral vicinity of incident), the number of passengers and crew based on preliminary departure information and number of injured and fataiities if known.

o Flight number, origination, connection points and finai destination (if known) and whether the fiight was domestic or international.

o Name and teiephone number ofthe Frontier representative in charge atthe accident site.

o Name, telephone number and location ofthe hotel that has been designated as the Joint Family Support Operations Center (JFSOC).

o Name and telephone number ofthe person responsible for the passenger manifest.

o Name and telephone number for the person responsibie for family notification. 5. Frontier wiIiactivate atoll-free, public access number and ensure Empathia professionais are prepared to receive inquires. Frontier Corporate Communications Department will be responsibie for releasing the telephone number and ensuring its' widespread dissemination through the media as quickly as possible. OurCorporate Communications Department will ensure the media notice contains the following information:

o The number should oniy be used byindividuals who have a reason to beiieve a family member orfriend was a passenger on the fiight.



# - o Initial calls to the Frontier are to provide a point of contact with the airiine, provide basic information tothe caller, and gather information so Frontier mayobtain a point of contact for each passenger.

o Aconfirmation of Frontier's involvement, fiight number, airport of origin, connection and finai destination. In addition, the Corporate Communications Department will provide the media with continuous updates on the progress ofthe notification process, such as providing the number ofvictims, famiiies notified and the number remaining to be notified. This process will continue until all victims' families have been notified. Upon notification of an accident, Frontier Airlines Reservation offices will change the message heard bycallers to direct potential family members to the toll free family and friends number. This message will also include aconfirmation ofthe fiight number, the airport of origin, connection and final destination. Frontier Airiines will secure facilities at departure, .arrival and connecting airports where family members may be initially gathered to protect them from media and solicitors, aswell asto receive continuous updates on the reconciiiation ofthe passenger manifest and other information relating to the accident.

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### PASSENGER IDENTIFICATION AND FAMILY NOTIFICATION The process of identifying passengers involved inan aircraft accident and distributing that information to families, government agencies and the media, requires careful control over information and the timing of its' release to various parties. Personnel trained in crisis response will notify family members, personally and privately, that to the best of our knowledge their loved one was onboard the aircraft. 

### MANIFEST RECONCILIATION Ateam of Frontier employees, largely part ofthe Reservations Department, handles the manifest reconciliation function. Itoperates from dedicated facilities with computer and telephone resources, Empathia professionals assume asupportive role inthe manifest reconciliation process. One of Frontier's first tasks will bethe verification of passengers actually onboard the flight based onthe flight's Passenger Name List ("PNL"). The PNLitself often will not provide sufficient detail about passengers for Frontier to initiate family notification and assistance. Frontier and Empathia professionals will seek to obtain verifying information from other sources. Oneofthe main functions ofthe call center and manifest reconciliation team isto obtain information from families, colleagues and friends of persons who may have been traveling on the flight. When an inquiry is made about a potential passenger, Frontier representatives trained to handle inbound calls will seek to validate members ofthe immediate family of persons who appear on the preliminary passenger manifest. Information obtained during that initial screening process would be passed to the manifest reconciliation team. The Empathia professionals who handle calls from immediate family members identified during this process will seek to obtain as much additional information as possible. All information used to verify passenger identity would besubject to strict handling procedures to ensure confidentiality. Computerized passenger, crew and aircraft records will be locked immediately once Frontier is notified of an aircraft accident. Additional information will be as held confidential. Release of any information will require the authorization ofthe Director of Safety ordesign 

### FRONTIER WILL PROVIDE ACOPY OFTHE PASSENGER MANIFEST TOTHE NTSB Frontier recognizes the importance of providing timely and accurate passenger information to the NTSB. Frontier, therefore, will provide the NTSBwith a passenger listthat reflects the best information available atthe time ofthe request. The list will be marked "CONFIDENTIAL

-DO NOTRELEASE"and will reflect individual manifest reconciliation status. Each copywill be numbered and annotated so it can bedistinguished from previous copies.

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### RELEASE OF PASSENGER AND FAMILY MEMBER INFORMATION Frontier's policy isto release information to the media on aspecific passenger involved in an aircraft accident only after a reasonable period oftime has passed since the passenger's family was notified. Decisions about the release of this information are highly sensitive, with wide-ranging public relations impiications and room for different points ofview. Frontier is under no obligation to release the victim's name iffamily members do notwish the name to be released. Frontier expects to work closely with the NTSBto identify the most appropriate method for disseminating passenger information to the media. Upon initial notification, family members will beoffered American Red CrossAssistance. All requests for assistance will be communicated tothe American Red Cross. 

### BADGING Frontier Airlines will utilize the services of BMS Global to create and maintain an on-site badging system for family members and responders. 

### ASSISTANCE TO PASSENGERS AND FAMILIES Once the identity of a passenger orother victim has been verified and his or her family contacted, Frontier's FamilyAssistance Team members will provide assistance with support and logistical needs. This includes providing family members acontact person that will meet them as near their home location as possible and accompany them atthe accident site if requested. Aperson will be responsible for assisting the family while atthe site and will continue to bethe airline interface with the family untii the family returns to their residence. Atthat time, the airline will designate asingle contact person for all family members. Frontier recognizes that not all family members will be able to travel tothe accident site; therefore, a Family Assistance Team Member will be assigned to family members who do not travel to the accident site. 

### SCOPE OF POTENTIAL ASSISTANCE In order to ensure FamilyAssistance isavailable at ali times, Frontier wili provide Family Assistance Team members for each passenger orfamily affected byan aircraft accident. Recognizing that each passenger orfamily will have unique needs and to enable them to deal with the circumstances arising from the accident, the company has notset hard-and-fast rules regarding the type or level ofsupport may be needed. Examples of support include:

• Security

• Food

• Clothing

• Locating luggage

• Replace lost personal effects

• Hotel accommodations

• Airtransportation

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• Ground transportation

• Elder care

• Child care FamilyAssistance Team Members will playthe most comprehensive role insupporting families of deceased passengers orother victims. Inaddition to the types of services discussed above, they will offer to transport. and often will accompany these families to the funeral home or memorial services. Family Assistance Team Members will beavailable to assist local medical examiners orcoroners. the NTSBand the Disaster Mortuary Operational Response Team in efforts to obtain medical. dental and other records needed to identify deceased passengers. Family members will be informed that packages should beaddressed tothe Director ofTransportation Disaster Services atthe location ofthe JFSOC. Ifthe family is coming to the site within 48 hours, the family mayarrange to hand carry these documents. It should be explained that dental records and x-raysare critical inthe victim identification. process. Ifthe family isalready atthe site or arrives without making arrangements with their dentist, Disaster Mortuary Operational Response Team (DMORT) personnel will coordinate with the family's dentist to obtain dental records and x-rays. FamilyAssistance Team members will beavailable to support funeral arrangements and coordinate transportation services for remains and personal effects. The Family Assistance team isdesigned to continue serving families' logistical needs as long as reasonably required. Frontier anticipates that itwill work activeiy with the NTSBand the American RedCross and other designated organizations during the family assistance process. 

### THE JOINT FAMILY SUPPORT OPERATIONS CENTER (JFSOC) Frontier will establish at the accident site orother appropriate location, afacility from which Frontier and the NTSB(along with representatives of other participating agencies) can operate. This JFSOCwill include adequate space, communications and logistical support that will facilitate regular interaction. close coordination and joint decision-making concerning diverse aspects offamily support. These facilities will be used for private family gatherings, meetings between family members and Family Assistance Team members, the NTSBand DMORT. Members ofthe JFSOCwill also review daily activities, resolve problem areas and synchronize future famiiy support operations. Frontier will set upthe JFSOCand. as necessary, will make other facilities available in a manner best addressing the needs offamilies. These facilities will be used forthe private gathering offamilies away from the media, private meetings between families and Family Assistance Team Members, private discussions between families, the NTSBand the DMORT. Frontier recognizes that the well-being offamily escorts must be maintained to ensure effective support offamilies and survivors. The FamilyAssistance Leader will emphasize the need for Family Assistance Team Members to monitor their well-being. Daily debriefings with mental health professionals will help ensure emotional support during the family assistance process.

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### PERSONAL EFFECTS EMERGENCY RESPONSE

Frontier has made arrangements with BMS Giobal to ensure that appropriate steps are taken to process passengers' personal effects. Frontier will comply with the Aviation Disaster Family Assistance Actto consult with a passenger's family regarding the disposition of passenger possessions, regardless of condition. Unless needed for the accident investigation orany criminal investigation, unclaimed passenger possessions will be retained for at least 18 months. 

### AIRLINE SPONSORED MONUMENT Incoordination with NTSB, Frontier will consult with passengers and their families, before construction of any monument dedicated to the passengers involved in an aircraft accident. Such consultation wili include adiscussion of any inscription to be made onthe monument. 

### AMERICAN RED CROSS Frontier works on an ongoing basis with the American Red Cross, asthe independent organization designated bythe NTSBto ensure that the passengers' families receive mental health services. Frontier Airlines will aiso establish ajoint liaison with the American RedCross at each supporting medical treatment facility to track the status of injured victims and to provide assistance to their families. Frontier agrees that upon receipt of itemized expenses and supporting documentation, itwill reimburse the American RedCross for reasonable expenses it incurs infulfilling its responsibilities to victim's families and survivors. 

### DEPARTMENT OFSTATE Frontier wili consult with the Department of State on assistance provided to United States citizens with respect to an aircraft accident outside ofthe United States. This assistance will be consistent with everything identified in this submission. Frontier will also work with the Department ofState to identify foreign nationals involved in an accident inthe United States. 

### DEPARTMENT OFJUSTICE Ifthe accident isdeclared a crime, Frontier will coordinate with the Department ofJustice, Office ofVictim Assistance, in arranging meetings with family members to explain their rights 

### PROPERTY DAMAGE Should an accident occur which results in property damage to structures that are not government owned, Frontier will provide written notice to the owner regarding liability as soon as possible. This written notice will advise the property owner to:
a. Contact their insurer about coverage and compensation. b. Notto relyon unofficial information given byairline representatives about compensation from Frontier Airlines.

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c. Advise they .obtain photographs and any other means of evidence of damage done to the property. 

### PUBLIC HEARINGS Inthe case of an accident inwhich the NTSBconducts a public hearing or comparable proceeding at a location greater than 80 miles from the accident site, Frontier Airlines will ensure that the proceeding is made available simuitaneously byeiectronic means at a location open to the public at both the origin city and destination city ofthe flight ifthat city is located inthe United States. Frontier currently hasthe capabilities of providing this service.

Frontier Airlines Emergency Contact information 24 Hour Emergency Number Contact personnel: John Bendoraitis Chief Operating Officer Jimmy Colburn Director of Operations Douglas Diehl Director of Safety

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