## HYANNI S AI RSERVIC E dba/CAPE AI R Par t 12 1 

### ^rPARTMEN T O F ^:V,NSFORW!O N :--:TOPERATiON S



# Famil y Assistanc e Pla n

(Origina l File dwith th e Departmen t o f Transportatio n an d th e Nationa l Transportatio n Safety Boar d

Octobe r 29 , 201 0

## Famil y Assistanc e Pla n Overvie w Cap e Air' s Famil y Assistanc e Pla n describe s th e method s b y whic h Cap e Air , i n cooperatio n wit h th e Nationa l Transportatio n Safet y Board , (NTSB ) othe r

governmenta l entities , an dth e American Re dCross , wil l provid e family assistanc e afte r a n aviatio n acciden t

involvin g afligh

t operate db y Cap e Air . Th e purpos e o f thi s plan i s t o ensur e that

Cap e Air' s effort s are mad e in th e bes t interest s o f

survivor s an dfamilie s an dt o respec t th e cultural & religiou s background s o f survivor s an dfamilies . Cap e Ai r provide s family assistanc e withou t regar dt o a

n individual' s statu s a s arevenu e customer , non-revenu e customer , o r cre w member . Th e Cap e Ai r plan meet s th e provision s o f th e Aviatio n Disaste r

Famil y Assistanc e Ac t

o f 1996 . Certai n specialize dservice s tha t are require dfollowin g a

n acciden t ma y b e accomplishe do n behal f o f Cap e Ai r b y vendor s havin g expertis e in thos e areas .



### Pre-Respons e Plannin g Committin g Sufficien t

Resource s Cap e Ai r maintain s agreement s wit h provider s wh o offe

r comprehensiv e emergenc y respons e an dfamil y assistanc e programs , whic h utiliz e abroa dspectru mo f human an dtechnologica l resource s i n th e even t

o f a n accident . Durin g suc h crises , thousand s o f speciall y traine d responder s wor

k aroun dth e cloc k

o n issue s includin g family assistance , acciden t investigation , medi arelations , an dliaison s wit h governmen t

agencie s an dsuppor

t organizations . The y are directe dvi aadedicate dcomman dcente r networ k linke db y worldwid e communications . Cap e Ai r maintain s acooperativ e workin g relationshi p wit h th e external organization s involve d i n acrisi s an dha s designe dit s emergenc y respons e structure specificall y t o allo w separate managemen t

o f th e crisi s whil e continuin g th e saf e operatio n o f

th e airline . Cap e Ai r Famil y Assistanc e Cap e Ai r i s no t amember

o f th e Famil y Assistanc e Foimdatio n a t thi s tim e bu t

w e realiz e thes e resource s ar e avaialb e t o us . Ever y effor t i s mad e t o ensur e wel l traine dvolunteer s are availabl e i n al l area s serve db y Cap e Ai r aroun dth e worl dan dorganize di n amaime r that wil l allo w fo

r immediate mobilization .

## Famil y Assistanc e Pla n

Trainin g I n additio n t o th e intensiv e trainin g provide dt o family assistanc e teams , custome r servic e trainin g i s als o provide dt o persoime l i n public-contac t position s throughou t

th e Cap e Ai r system . Familie s ma

y cal l an y reservatio n offic e o r ma y seek assistanc e at

airport s tha

t ar e neithe r th e origi n no r

th e destinatio n o f

th e flight involve di n a

n accident . A s wit

h any trainin g program , enhancement s are continuall y mad e t o includ e lesson s learne dfromsurvivors , family members , industr

y partners , an dmenta l healt h professionals . Periodi c simulation s o f

Cap e Air' s comprehensiv e emergenc y respons e plan are mad e i n cooperatio n wit

h regular airpor t drill . I n addition , Cap e Ai r an dit s partner s routinel y coordinat e wit h federal , state , an dlocal authoritie s that hav e emergenc y responsibilities . Toll-fre e telephon e numbe r Cap e Ai r wil l activat e atoll-fre e telephon e numbe r withi n on e hou r

afte r receivin g informatio n indicatin g tha

t a n aircraf t operate db y Cap e Ai r

ha s bee n involve di n a

n acciden t an dtha t there ar e seriou s injurie s and/o r fatalities . Thi s numbe r

wil l b e staffe db y our

Famil y Suppor

t Cal l Center . Thes e traine dindividual s wil l provid e informatio n authorize dfo r releas e b y Cap e Ai r Cap e Air' s Corporate Communication s departmen t an dwil l collec t

contac t informatio n fro

m inquirin g individuals .

## Famil y Assistanc e Pla n Passenge r

Manifes t

Ticke t Reconciliation , an dNotificatio n Passenge r

Manifes t an dTicke t

Reconciliatio n Immediatel y afte

r th e accident . Cap e Ai r

wil l begi n th e proces s t o matc h th e curren t computerize dreservation s (Passenge r Nam e Records ) fo

r tha t flight wit h th e ticke t

coupon s an d othe r verifyin g dat athat

wer e collecte da

t th e departur e airport(s. ) Al l know n passenger s wil l b e validate dincludin g thos e wit h reservations , standb y tickets , reroute dtickets , jum p sea t authorization , an dnon-revenu e passenger s an dcrew . Unfortunately , thi s proces s ca n b e delaye d b y person s travelin g unde r different names , changin g seats , an dinfant s travelin g withou t tickets . Accordingly , Cap e Air' s Reservation s Sale s polic y prohibit s th e unauthorize dreleas e o f thi s confidential , sensitiv e manifes t information . Upo n th e reques t

o f th e Nationa l Transportatio n Safet y Boardand/o r

th e American Re dCross , a lis t o f name s o f passenger s aboar dth e aircraf t (base do n th e bes t

informatio n availabl e a

t th e tim e o f th e request ) wil l b e sen t

t o th e NTS B Offic e o f

Transportatio n Disaste r

Assistance . Cap e Ai r wil l ensure that

th e lis t i s marke d"preliminary an dunconfirmed " an dwil l continu e t o updat e it periodically . Althoug h th e Aviatio n Disaste r Famil y Assistanc e Ac t

o f 199 6 doe s no t

stat e a tim e fram e fo r thi s action , apreliminary lis t wil l b e availabl e withi n th e first thre e hours . A s name s o f person s o n boardar e reconciled , th e notificatio n proces s ca n procee dwhil e th e remainde r o f th e manifes t

continue s t o b e verified . I f citizen s o f

countrie s other

tha n th e Unite d State s are o n board , Cap e Ai r wil l transmi t

alis t o f thei r name s t o th e Unite dState s Departmen t o f State . Notifyin g Passengers ' Familie s Speciall y traine dpersorme l wil l notif y th e family o f

eac h passenge r

a s soo n a s it

appear s tha

t th e individual wa s o n board . Cap e Ai r wil l no t wai t fo r al l th e name s o f

passenger s t o b e verified . However , identifyin g an dcontactin g some passengers ' next-of-ki n ma y b e delaye ddependin g o n th e amount

an daccurac y o f

informatio n available . Caller s wh o hav e inquire dabou t aname appearin g on th e manifes t

wil l b e contacte dunti l Cap e Ai r i s satisfie dthat

th e next-of-ki n o r

th e perso n wh o state dtha

t the y wer e th e family' s contac t ha s bee n notified . A s th e passenge r lis t i s validated , subsequen t

incomin g call s fro

mfamily member s wil l b e route dt o our cal l cente r provide r fo r appropriat e handling . Cap e Ai r wil l no t releas e apassenger' s nam e publicl y unti l afte r th e next-of-ki n ha s bee n notified . I f

th e next-of-ki n request s that th e passenger' s nam e no t b e mad e public . Cap e Ai r wil l conve y tha

t informatio n t o th e NTS B i n orde r t o hono r th e request .

## Famil y Assistanc e Pla n Passenge r

Identificatio n Th e local medical examine r o r corone r i n th e county o r

locatio n o f

th e acciden t

i s responsibl e fo

r th e positiv e identificatio n o f fatalitie s an dwil l provid e officia l notificatio n o f

deat h t o th e family . I n case s where local capacity fo r victi midentificatio n an dmortuar y service s i s exceeded , thi s tas k ma y b e supplemente db y member s o f th e Disaste r

Mortuar y Operationa l Respons e Team . Thes e team s (D-MORT ) are organize dan dactivate db y th e Publi c Healt h Service , adivisio n o f th e U S Departmen t

o f Healt h an dHuma

n Services . Fo r

injure dpassengers , th e hospital i s responsibl e fo

r periodi c statu s update s an deithe r th e hospita l o r

Cap e Ai r wil l continu e t o advis e th e families . 

### Famil y Acces s t o th e Acciden t Cit v Cap e Ai r wil l arrang e fo

r th e family o f

apassenge r

t o trave l t o th e cit

y neares t th e acciden t

i f the y s o desire . Onc e at

th e location , family assistanc e persorme l wil l b e assigne dan ddedicate d to eac h family t o coordinat e suc h thing s a s accommodations , groun dtransportation , communications , th e purchas e o f persona l incidentals , visitin g survivor s in th e hospitals , etc . I f afamily prefers , family assistanc e persoime l wil l b e availabl e t o trave l t o th e family' s hom e locatio n t o provid e persona l assistance , communications , an dlogistical support . Whe n requeste d b y survivor s o r

family members , professional counselin g service s wil l b e mad e availabl e throug h Cap e Ai r clos e coordinatio n wit

h th e American Re dCros s whic h i s responsibl e fo r mental healt

h assistance . Cap e Ai r wil l make provision s fo

r ajoin t family suppor

t operation s cente r

t o includ e space , communications , an dlogistical suppor t fo r federal an dAmerican Re dCros s staff . Cap e Ai r

wil l endeavo r t o secure asuitabl e facilit y t o protec t

familie s fi-omintrusion s b y th e medi aan db y unwelcom e solicitors . Th e National Transportatio n Safet y Boardha s accident-sit e jurisdiction . Withi n site securit y limitation s tha

t thes e authoritie s establish . Cap e Ai r wil l respon dt o family request s fo r visit s to th e acciden t

scene . Acces s t o th e site ma y b e limite db y terrain , biohazar dand/o r hazardou s material s concerns , securit y measures , o r

othe r unforesee n conditions . Cap e Air' s family assistanc e personne l wil l continu e to assis t family member s a s the y depar t th e acciden t locatio n an dCap e Ai r

personne l wil l maintai n contac t wit h th e family unti l the y advis e that thi s i s n o longer

necessary .

## Famil y Assistanc e Pla n
Huma n Remain s an dPersona l Effect s Th e loca l medical examine r

o r corone r i n th e county o r

locatio n o f

th e acciden t

i s responsibl e fo

r th e dispositio n o f

identifiabl e an dunidentifiabl e huma n remains . Disaste r

Mortuar y Operational Respons e Team s ma

y b e activate db y th e NTS B to assis t wit h thi s process . Cap e Ai r

an dit s provide r contracte dt o assis t

wit h thes e task s wil l compl y wit h decision s mad e b y th e responsibl e authoritie s an dhel p t o ensur e that th e familie s ar e advise da s t o th e plan s fo r disposition . Th e next-of-kin' s wishe s a s t o arrangement s fo r remain s identifie da s thos e o f th e passenge r

wil l b e honored . Persona l Effect s Local authoritie s suc h a s th e medical examine r o r corone r shoul dreturn identifiabl e personal item s to th e passenger' s family rathe r tha n havin g th e airlin e becom e custodian o f the man dlocal authoritie s shoul ddetermin e dispositio n o f unidentifiabl e persona l effects . I f persona l item s come int o th e airline' s control . Cap e Ai r o r it s provide r

wil l consul t

wit h eac h family abou t

th e dispositio n o f

th e possessions . Unles s requeste dotherwise , Cap e Ai r o r it s vendo r wil l describ e t o th e next-of-ki n th e conditio n o f eac h suc h possessio n an dfollo w th e directio n o f

th e next-of-ki n a s t o th e return o r other dispositio n o f

suc h item s regardles s o f

thei r condition . Becaus e specialize dservice s suc h a s th e cleanin g an drestoratio n o f persona l effect s ma y requir e acertai n expertise , Cap e Ai r ha s arrange dfo

r acontracto r

wit h thi s expertis e to handl e thi s wit

h car e o n th e airline' s behal f Afte r returnin g al l possession s whic h ca n b e associate dwit

h specifi c passengers , Cap e Ai r wil l retai n an y unclaime dpossession s whic h ar e withi n it s contro l for

n o les s than 1 8 months . Cap e Ai r o r it s persona l effects ' vendo r wil l creat e a n inventor y o f thes e item s an dcarefull y store them . Monument s I f th e familie s expres s adesir e fo r amonumen t

a t th e acciden t

site . Cap e Ai r

wil l consul t

wit h th e family o f

eac h passenge r

abou t it s construction , includin g any inscriptio n o n th e monument . Al l comment s an dconcern s fro mfamilie s (alon g wit

h th e statutor

y and/o r regulator y requirement s o r

consideration s o f

th e plac e o f

construction ) wil l b e give n carefu l consideration . Eac h famil

y wil l b e give n achoic e o f includin g o r

no t includin g th e passenger' s nam e i f a n inscriptio n o f

th e name s i s plarme di n th e agree ddesign . Th e goal wil l b e t o achiev e aful l consensu s o f

al l familie s o n aspecifi c design . Shoul dthat no t b e possible , i n a

n effor t t o avoi d lengthy delays , i t

ma y b e necessary t o implemen t aplan agreeabl e t o th e majorit y o f th e families . Th e next-of-ki n wil l b e give n a n opportunity t o visi t

th e monumen t

whe n constructio n i s complete .

## Famil y Assistanc e Pla n Relationshi p wit h th e America n Re dCros s Compensatio n t o th e America n Re dCros s A procedur e wil l b e develope dt o pa y reasonabl e compensatio n t o th e American Re dCros s for service s provide db y th e organization . Cap e Ai r ha s requeste dan dexpect s t o receiv e aplan o f task s an danticipate dexpense s prio r t o th e American Re dCross ' ful l deployment , consultatio n abou t cost s a s the y ar e incurred , an da n itemize dlis t

o f service s rendere dan dexpense s t o accompan y th e organization' s invoice . 

### Relationshi p wit h Domesti c an dInternationa l Partne r Airline s Cap e Ai r systematicall y work s throughou t th e year o n al l element s o f

emergenc y respons e plannin g an dprocedure s wit h th e airline s havin g contracte dpartnershi p agreement s wit h Cap e Ai r . Goal s includ e consisten t terminolog y an dstructure , identificatio n o f mutual resources , maximu mefficienc y o f

resourc e deployment , cooperativ e managemen t durin g drill s an da

n acciden t response , etc . Cap e Ai r

i s committe dt o providin g eac h domesti c connectio n o r international code-shar e partne r wit h assistanc e an dsuppor

t i f they , a s th e operatin g carrier , hav e a n accident . Conversely , i n th e even t o f aCap e Ai r

accident , th e partne r

airline s wil l provid e assistanc e t o mee t

language , resource , an dpersonne l needs . 

### Fligh t Reservatio n Informatio n Cap e Ai r wil l ensur e that

it wil l infor man y family o f

apassenge r

o n th e flight

involve di n a

n accident , whethe r

o r no t thei r famil y member' s nam e appeare do n an y preliminary passenge r manifests , i f

requeste db y th e family .



### Trainin g O f

Employee s An dAgent s Cap e Ai r wil l ensur e that

al l persoime l involve di n supportin g familie s ar e adequatel y traine d i n meetin g th e need s o f

survivor s an dfamily member s followin g a n accident . Thi s include s bot h employee s o f

Cap e Ai r an dit s authorize dproviders . Cap e Ai r i s committe dt o trainin g it s employee s an dusin g provider s wh o emplo y onl y th e mos t recen t bes t practice s fo

r supportin g bot h passenge r

an dfamily survivor s followin g a n accident . 

### Accident s Occurin g Outsid e th e Unite dState s I n th e even t

o f a n acciden t involvin g aflight

operate db y Cap e Air , but occurrin g outsid e o f

th e Unite dStates , Cap e Ai r

wil l provid e suppor

t t o passenger s an dfamilie s tha t i s consisten t

wit h th e typ e o f

suppor t that woul db e provide dfo

r accident s occurin g withi n th e Unite dStates . Furthermore , whe n providin g suppor t t o passenger s an dfamilie s wh o ar e Unite dState s Citizens , Cap e Ai r an dit s authorize dprovider s wil l consul t wit h bot h th e Nationa l Transportatio n Safet y Boardan dth e U S Departmen t o f Stat e wit h respec t to suppor t fo r thos e person s

## Famil y Assistanc e Pla n

Damag e T o Man-Mad e Structure s An dOthe r Propert y O n Th e Groun d I n th e even t

tha t a n acciden t involvin g a

n Cap e Ai r

flight cause s damag e t o man-mad e structure s o r other property o n th e ground , Cap e Ai r wil l provid e writte n notic e t o th e property owner(s ) instructin g the mt o contac t thei r insurer(s ) in orde r

t o obtai n authoritativ e informatio n wit h regardt o coverag e an dcompensatio n relatin g t o th e property damag e an dt o advis e the mt o obtai n photographi c o r

other detaile devidenc e o f

an y property damag e a s soo n a s possibl e afte r th e accident . 

### NTS B Hearing s Greate r Tha n Eight v Mile s Fro mth e Acciden t Sit e Shoul dth e National Transportatio n Safet y Boardconduc t

publi c hearing s (o r

comparabl e hearings ) a

t alocatio n tha

t i s greate r than eight

y (80 ) mile s fromth e acciden t site , Cap e Ai r

wil l provid e amean s t o simultaneousl y broadcas t th e hearin g b y electroni c mean s a t bot h th e originatin g an ddestinatio n cit y o f th e flight that wa s involve din th e accident , i f thos e citie s ar e locate din th e Unite dStates .



### Filin g Airlin e Pla n Wit h DO T an dNTS B Cap e Ai r ha s filedthi s Plan a s require db y th e Aviatio n Disaste r Famil y Assistanc e Ac t

o f 1996 . I n addition . Cap e Ai r

ha s submitte dt o th e Nationa l Transportatio n Safet y Boardcontac t telephon e number s a

t it s operationa l center , whic h ca n b e use db y th e NTS B 2 4 hour s pe r day , seve n day s pe r

week .