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 of Transportation

400 Seventh Street, S.W., Room PL 401

Washington, D.C. 20590

To Whom It May Concern:

.J(]

In compliance with public law which requires that certified air carriers submit to the

Department of Transportation and the National Transportation Safety Board assurances

for their respective plans to address the needs of families and passengers involved in

aircraft accidents. Attached is the 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 in the event of an emergency.

S;~~'., 07J~

DOUg/X. Diehl

Director of Safety

Frontier Airlines
FRONTIER AIRUNES

Plan for Addressingthe Needs of

Passengers, Family Members and Loved Ones

Involved in an Aviation Disaster

Submitted to:

The National Transportation Safety Board

and

The U.S. Department of Transportation

July 29, 2013
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ER

FRONTIER AIRLINES EMERGENCY RESPONSE MANUAL

Table of Contents

EMERGENCYRESPONSE

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

Family Assistance call Center ... : .••.••...•....•............................. : .. 6

Family Assistance Training .......•........................................ : •... 6

Exercises and Corporate Drills ....•....•........................................ 7

Pre-Response Planning with Government Authorities 7

Activating Family Assistance 7

Passenger Identification and Family Notification 9

Manifest Reconciliation ........••.•.•....••.........••......•.•................ 9

Frontier Will Provide a Copy of the Passenger Manifest to the NTSB 9

Release of Passenger and Family Member Information 10

Badging ......................•............................................. 10

Assistance to Passengers and Families •......................................... 10

Scope of Potential Assistance ......•...•....................................... 10

The Joint Family Support Operations Center (JFSOC) 11

Personal Effects ..............•.•..•....•................................... 12

Airline Sponsored Monument. . . . . . • . . . . . . . . . . . . . • . . . . . . . . . . . . . .. . . . . . .. . . . . .. 12

American Red Cross ..•....•.............................................• " 12

Department of State ••••..........................................•.••...... 12

Department of Justice 12

Property Damage ....••...................................................... 12

Public Hearings . . . . . . . . . . . . . . . . • . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . • . . . . • .. 13

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

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INTRODUCTION

The Aviation Disaster Famiiy Assistance Act of 1996, as amended by the Wendell H, Ford

Aviation Investment and Reform Act for the 21st Century and the Vision 100 Century of

Aviation Re-authorization Act requires that air carriers certified by the U,S. Department of

Transportation (DOT) file with the National Transportation Safety Board (NTSB) and the

Department of Transportation "a plan for addressing the needs of the families of passengers

involved in any aircraft accident involving an aircraft of the 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. We contract with Empathia to act as the assistance component of

Frontier's Family Assistance Program. Frontier has an organizational infrastructure supported

by well-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 if one of our aircraft is invoived in

a fatal accident. At our discretion, we may activate family assistance and/or emergency

response components in other situations, particularly those in which persons are hospitalized

for serious injuries. Frontier wiil activate the Emergency Response Plan for an accident that

operates as Frontier and may activate it for a code share partner.

Upon activation of the Emergency Response Plan, Frontier will deploy personnei with

appropriate response skills and resources as well the Empathia professionals to assist

survivors, famiiy members and loved ones. The family assistance component is designed to

support and provide for the personal, logistical and communication needs of families and

passengers. This support is provided in an atmosphere of dignity and respect for diverse

cultural and religious backgrounds. Frontier intends to provide comparable assistance to all

survivors and families directly affected by an aircraft accident, including revenue passengers,

crewmembers and non-revenue passengers.

PRE-RESPONSE PLANNING

Frontier places great importance on our ability to respond effectively in a crisis. Emergency

management is centralized at a high level in the company's organization through the Safety

Department. In an emergency, the Safety Team works directly with the airline's executive

management team, which is composed 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 in an emergency.

In the event of an aircraft accident or other 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 is constantly reviewing and improving our approach to

emergency response family assistance and the various elements of pre-response planning.

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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 of Safety and his or her staff administer the program. Personnel from other

departments are assembled on the basis of expertise to create functional groupings that

cross formal departmental lines. The functional groupings are described in more detail below.

AVIATION SAFETY

Frontier's Safety Department manages the requirements of the Victim Support Tasks, (VSTs),

including family assistance. This department manages airline-wide responsibilities as well as

working closely with various vendors on a continued basis. Personnel from a variety 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 to the Chief Operating

Officer and Chief Executive Officer. The Director of Safety oversees all emergency

management activities and is supported by coordinators for emergency response and family

assistance. In the event of an aircraft accident, the Director of Safety works closely with

company officers to evaluate the situation and determine which elements of the Emergency

Response Plan to activate. Frontier will formaily activate the emergency response component

in response to an incident or accident 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 of the emergency.

The Chief Operating Officer decides whether to activate the family assistance component and,

in coordination with the NTSB, decides if, when, and where to establish a Joint Family Support

Operations Center (JFSOC). When the Emergency Response Plan Is activated, members of the

Family Assistance Go Team travel to the accident site. Family Assistance Team members are

assigned to survivors, family members and loved ones of all victims.

The Chief Executive Officer or designee will be the airline's representative to the Director of

Transportation Disaster Services. This individual will travel to various locations, such as the

accident site, morgue, JFSOC and 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 be deployed to support family

members and loved ones. These team members have successfully completed training in

family assistance principles. They will perform all family and survivor escort functions and

many administrative functions.

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Empathia maintains a database for Family Assistance Team members, which includes a

description of the 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 be called upon to perform a variety of family

assistance functions. They may be assigned to survivors or family members located

throughout the country, to the accident site, to previous or next stations on the line of flight or

to support the Call Center.

Family Assistance 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 Family Assistance Team members. Each team leader will be assigned

six to eight team members.

OTHER FRONTIER DEPARTMENTS AND VENDORS

An aircraft accident will require immediate participation by personnel throughout the company

working within their areas of expertise. Some of the 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 lie with the airline; therefore, we work closely with and consistently

monitor the performance of our vendors.

TRAINING

The Ford Act requires U.S. and foreign air carriers to assure that they will "provide adequate

training to ,the employees and agents of the carrier to meet the needs of survivors and family

members following an accident." To satisfy 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 at the departure, arrival and connecting stations are very likely to have

direct contact with survivors and family members. They are required to assist famiiy

members as they travel to and from the site by informing flight crews and airport

personnel that family members are on particular flights. At departure, connecting, and

arrival airports, family members should have airline personnel meet and assist them while

at the airport. If necessary, Frontier will seek assistance from other carriers.

To ensure that these individuals are prepared, Frontier has developed initial and recurrent

training for station personnel who serve in a customer service position at Frontier stations.

Managers and supervisors who have completed this training will be responsible for

ensuring that new empioyees 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. (Prior to the activation of the 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. This training class is required for all reservation

agents at Frontier. This training focuses on the process obtaining information from callers

prior to the Family Assistance call center being set up and directing potential family

members or loved ones to the Family Assistance 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 by the Ford Act to advise immediate family members that an

individuals' name is on the preliminary passenger manifest. Frontier will rely on Empathia

professionals to handle those calls. These professionals will also serve as a family

member's primary liaison with Frontier until the manifest reconciliation process is

complete and the family is assigned individual family support.

Frontier will also rely on Empathia professionals to provide additional information during

the manifest reconciliation process to qualified individuals. While their professional

education is excellent 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 to family members.

4. Family Assistance Training

This training employs a combination of lectures, video clips, workbook exercises and skills

practice. Instructors emphasize that each situation is unique and that Family Assistance

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 of the course is to explain Frontie~s Family Assistance poiicies. Introductory

material provides trainees with an overview of the emergency response process and

Family Assistance activation. Trainees are given guidelines and procedures for providing

logistical and communication support to families.

A second course goal is to prepare team members and leaders for the emotionaliy

sensitive environment in which 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 on family notification, The program also discusses interaction

skills dealing with other parties in a post-accident environment; such as the media,

attorneys and insurers.

Finally, the course addresses Family Assistance Leaders and Members personal

emotional and physicai care during activation. It is crucial 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 of our emergency response

program and family assistance components. Frontier performs one full-scale, company-wide

exercise and many departmental and station exercises annually. In addition 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 of these

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, law enforcement, 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, SOC will gather details about the accident and in coordination with the executive

officers determine the severity of the accident and the appropriate response.

3. MIR3 (automated notification system) will begin a series of telephone calls to mobilize

personnel identified as members of the Go Team, Family Assistance and

headquarters support staff.

4. The Director of Operations (or designee) will notify the NTSB's Washington

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 of the incident (or general 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 of the Frontier representative in charge at the

accident site.

o Name, telephone number and location of the hotel that has been designated as

the Joint Family Support Operations Center (JFSOC).

o Name and telephone number of the person responsible for the passenger

manifest.

o Name and telephone number for the person responsibie for family notification.

5. Frontier wi Ii activate a toll-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. Our Corporate

Communications Department will ensure the media notice contains the following

information:

o The number should oniy be used by individuals who have a reason to beiieve a

family member or friend 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 to the caller, and gather information so Frontier may obtain a

point of contact for each passenger.

o A confirmation 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

of victims, 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 by callers to direct potential family members to the toll free family and friends number.

This message will also include a confirmation of the 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, as well as to

receive continuous updates on the reconciiiation of the passenger manifest and other

information relating to the accident.

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PASSENGER IDENTIFICATION AND FAMILY NOTIFICATION

The process of identifying passengers involved in an 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

A team of Frontier employees, largely part of the Reservations Department, handles the

manifest reconciliation function. It operates from dedicated facilities with computer and

telephone resources, Empathia professionals assume a supportive role in the manifest

reconciliation process.

One of Frontier's first tasks will be the verification of passengers actually on board the flight

based on the flight's Passenger Name List ("PNL"). The PNL itself 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. One of the main functions of the call center and manifest reconciliation team is to

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 of the

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 be subject 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 of the Director of

Safety or design

FRONTIER WILL PROVIDE A COPY OF THE PASSENGER MANIFEST TO THE

NTSB

Frontier recognizes the importance of providing timely and accurate passenger information to

the NTSB. Frontier, therefore, will provide the NTSB with a passenger list that reflects the best

information available at the time of the request. The list will be marked "CONFIDENTIAL - DO

NOT RELEASE"and will reflect individual manifest reconciliation status. Each copy will be

numbered and annotated so it can be distinguished from previous copies.

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RELEASE OF PASSENGER AND FAMILY MEMBER INFORMATION

Frontier's policy is to release information to the media on a specific passenger involved in an

aircraft accident only after a reasonable period of time 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 of view. Frontier is

under no obligation to release the victim's name if family members do not wish the name to

be released. Frontier expects to work closely with the NTSB to identify the most appropriate

method for disseminating passenger information to the media.

Upon initial notification, family members will be offered American Red Cross Assistance. All

requests for assistance will be communicated to the 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 or other victim has been verified and his or her family

contacted, Frontier's Family Assistance Team members will provide assistance with support

and logistical needs. This includes providing family members a contact person that will meet

them as near their home location as possible and accompany them at the accident site if

requested. A person will be responsible for assisting the family while at the site and will

continue to be the airline interface with the family untii the family returns to their residence.

At that time, the airline will designate a single contact person for all family members.

Frontier recognizes that not all family members will be able to travel to the 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 Family Assistance is available at ali times, Frontier wili provide Family

Assistance Team members for each passenger or family affected by an aircraft accident.

Recognizing that each passenger or family will have unique needs and to enable them to deal

with the circumstances arising from the accident, the company has not set hard-and-fast rules

regarding the type or level of support may be needed. Examples of support include:

• Security

• Food

• Clothing

• Locating luggage

• Replace lost personal effects

• Hotel accommodations

• Air transportation

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• Ground transportation

• Elder care

• Child care

Family Assistance Team Members will play the most comprehensive role in supporting

families of deceased passengers or other victims. In addition 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 be available to

assist local medical examiners or coroners. the NTSB and 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 be addressed

to the Director of Transportation Disaster Services at the location of the JFSOC. If the family is

coming to the site within 48 hours, the family may arrange to hand carry these documents. It

should be explained that dental records and x-rays are critical in the victim identification.

process. If the family is already at the 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.

Family Assistance Team members will be available to support funeral arrangements and

coordinate transportation services for remains and personal effects.

The Family Assistance team is designed to continue serving families' logistical needs as long

as reasonably required. Frontier anticipates that it will work activeiy with the NTSB and the

American Red Cross and other designated organizations during the family assistance process.

THE JOINT FAMILY SUPPORT OPERATIONS CENTER (JFSOC)

Frontier will establish at the accident site or other appropriate location, a facility from which

Frontier and the NTSB (along with representatives of other participating agencies) can

operate. This JFSOC will include adequate space, communications and logistical support that

will facilitate regular interaction. close coordination and joint decision-making concerning

diverse aspects of family support. These facilities will be used for private family gatherings,

meetings between family members and Family Assistance Team members, the NTSB and

DMORT. Members of the JFSOCwill also review daily activities, resolve problem areas and

synchronize future famiiy support operations.

Frontier will set up the JFSOC and. as necessary, will make other facilities available in a

manner best addressing the needs of families. These facilities will be used for the private

gathering of families away from the media, private meetings between families and Family

Assistance Team Members, private discussions between families, the NTSB and the DMORT.

Frontier recognizes that the well-being of family escorts must be maintained to ensure

effective support offamilies and survivors. The Family Assistance 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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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 Act to consult with a passenger's family regarding the disposition of passenger

possessions, regardless of condition. Unless needed for the accident investigation or any

criminal investigation, unclaimed passenger possessions will be retained for at least 18

months.

AIRLINE SPONSORED MONUMENT

In coordination 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 a discussion of any inscription to be made on the monument.

AMERICAN RED CROSS

Frontier works on an ongoing basis with the American Red Cross, as the independent

organization designated by the NTSB to ensure that the passengers' families receive mental

health services.

Frontier Airlines will aiso establish a joint liaison with the American Red Cross 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, it will

reimburse the American Red Cross for reasonable expenses it incurs in fulfilling its

responsibilities to victim's families and survivors.

DEPARTMENT OF STATE

Frontier wili consult with the Department of State on assistance provided to United States

citizens with respect to an aircraft accident outside of the United States. This assistance will

be consistent with everything identified in this submission.

Frontier will also work with the Department of State to identify foreign nationals involved in an

accident in the United States.

DEPARTMENT OF JUSTICE

If the accident is declared a crime, Frontier will coordinate with the Department of Justice,

Office of Victim 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. Not to rely on unofficial information given by airline 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

In the case of an accident in which the NTSB conducts 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 by eiectronic means at a

location open to the public at both the origin city and destination city of the flight if that city is

located in the United States. Frontier currently has the 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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