SAFETY MANAGEMENT SYSTEM FAMILY ASSISTANCE PLAN

APPENDIX A 

FIRST ISSUE: 8 JAN 2010 

REVISION NO: 0 DATE: PAGE: APP - 1

Hellenic Imperial Airways 

Family Assistance Plan 
SAFETY MANAGEMENT SYSTEM FAMILY ASSISTANCE PLAN

APPENDIX A 

FIRST ISSUE: 8 JAN 2010 

REVISION NO: 0 DATE: PAGE: APP- 2

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SAFETY MANAGEMENT SYSTEM FAMILY ASSISTANCE PLAN

APPENDIX A 

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APPENDIX A 

Contents 

1. Overview ........................................................................................................................... 5 

2. Pre-Response Planning ......................................................................................... 5 

3. Passenger Manifest, Ticket Reconciliation and Notification ............. 7 

4. Passenger Identification ......................................................................................... 9 

5. Family Access to the Accident Site. .................................................................. 9 

6. Human Remains and Personal Effects .......................................................... 10 

7. Liability for Man-Made Structures ................................................................... 11 

8. Simultaneous Electronic Transmission of NTSB Hearings ................ 11 

9. Relationship with Designated Independent Organization ............... 11 

10.Filing of this document with NTSB and DOT .............................................. 12 

11.Revisions and Code-Share Agreements ....................................................... 12 

12.Accidents Not Covered by this Plan ................................................................ 12 

13.Emergency Contact Information ...................................................................... 13 
SAFETY MANAGEMENT SYSTEM FAMILY ASSISTANCE PLAN

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1. Overview

1.1. The purpose of the Hellenic Imperial Airways (“HIA”) Family 

Assistance Plan is to provide company personnel with the 

guidelines, procedures and training that will enable them to act 

in the best interests of the families of passengers involved in any 

aircraft accident involving HIA aircraft and resulting in a major 

loss of life, to treat survivors and families with dignity, and to 

respect the cultural and religious backgrounds of survivors and 

families. 

1.2. This document is a part of a larger effort, which includes the 

National Transportation Safety Board, other government entities 

and appointed independent non-profit organizations, to assist 

survivors and families in the event of an aviation disaster. 

2. Pre-Response Planning

2.1. In accordance with the Foreign Air Carrier Family Assistance Act 

of 1996 (49 U.S.C. Section 1136 & Section 41313), as amended 

by Vision 100 – Century of Aviation Reauthorization Act, HIA has 

published this Family Assistance Plan and inserted it into the 

HIA Safety Management System manual as Appendix A. 

2.2. The treatment of families of non-revenue passengers (and any 

other victim of the accident) will be the same as the treatment of 

the families of revenue passengers. 

2.3. The HIA Emergency Response Team will be utilized to respond to 

likely needs of survivors and families. 

2.4. Training will be based upon employee’s responsibilities and HIA 

will provide logistical support to the Response Team. 

2.5. Training of Family Assistance Personnel will be conducted in 

conjunction with HIA’s training recognizing that: 
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2.5.1.A list of trained Family Assistance Personnel will be 

maintained in the HIA Emergency Response Plan. 

2.5.2.Personnel who are in public contact positions need to know 

how to respond to inquiries and facilitate responses to 

them. 

2.5.3.Families may seek assistance from HIA at airports that are 

neither the origin nor the destination of the flight. 

2.5.4.Simulations of the Plan will be held annually in addition to 

participation in local disaster drills. 

2.5.5.After an aviation disaster involving a HIA aircraft, a tollfree “800” number will be published for the use of families 

to inquire about passengers. 

2.5.6.It is HIA’s policy that manifest information will only be 

released by the designated HIA Coordinator to the proper 

NTSB authorities, the director of family support services 

designated for the accident under section 1136(a)(1), the 

organization designated for the accident under section 

1136(a)(2); the HIA NTSB Family Assistance Coordinator, 

HIA’s President, the Executive Vice President, Vice 

President of Flight Operations or Vice President of Human 

Resources and Administration or their authorized 

representatives. Any other release of manifest information 

is considered unauthorized and prohibited. 

2.5.7.HIA will inform family members (or family friends or clergy 

who are with the family) at an appropriate time, but as 

early as possible after being notified, that it is critical that 

they contact their family dentist to obtain the dental 

records and dental x-rays of their loved one. HIA will ask 

the family to have the records and x-rays sent by special 

courier to the address of the hotel where the joint family 

support operations center will be located. Packages should 

be addressed to the Director, Family Support Services, 

NTSB. If the family is coming to the site the next day, the 

family may arrange to hand-carry these documents. If the 
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family is already at the accident site or arrives without 

making these arrangements, the Disaster Mortuary Team 

personnel will coordinate with the family’s dentist to obtain 

dental records and dental x-rays. 

2.5.8.HIA will ensure that its employees and agents receive 

adequate training to meet the needs of survivors and 

family members following an accident. 

3. Passenger Manifest, Ticket Reconciliation and Notification

3.1. In order to determine which passengers actually boarded the 

flight, HIA personnel immediately after the accident will begin a 

review of the following: 

3.1.1.On board Passenger Manifest. 

3.1.2.Standby passengers. 

3.1.3.Non-revenue passengers. 

3.1.4.Re-routed passengers. 

3.1.5.Passengers who cancelled their reservation. 

3.1.6.Jump seat riders. 

This process could be delayed by persons traveling under different 

names. 

3.2. HIA will release, upon request, to the NTSB Family Services 

Director a passenger list. This would be upon the firm 

understanding that the list reflects the best available information 

at the time of the request, that it may have inaccuracies and it 

may not be complete. 

3.2.1.All personnel involved with handling the manifest will be 

briefed as to the confidential/sensitive nature of this 

information. 
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3.2.2.All appropriate manifest lists will be stamped 

“PRELIMINARY AND UNCONFIRMED” with date, time and 

list number. 

3.2.3.HIA will update the list periodically. 

3.2.4.Upon request, HIA will provide to the Department of State 

information in its possession about foreign passengers. 

3.2.5.HIA will coordinate as necessary with the Department of 

Justice for family meetings to explain Department of 

Justice services. 

3.3. Notification Procedures 

3.3.1.As soon as information becomes available on each 

passenger, that passenger’s family will be notified. 

3.3.1.1. Notification to family members will be made prior 

to release of the passenger’s name to the public 

and, to the extent practical, in person. 

3.3.2.HIA personnel making the notification will be suitably 

trained as noted in Paragraphs 2.4, 2.5 and 2.5.8 of this 

document. 

3.3.3.HIA will secure a facility for family members that will 

insure privacy from solicitors and the media. 

3.3.4.After coordination with NTSB, HIA will provide a joint 

support operations center to provide logistical support to 

the federal staff. 

3.3.5.As appropriate, HIA will continually update the public on 

the progress of family notification. 

3.4. Confidential/Sensitive Information 

3.4.1.As stated in paragraph 2.5.7 of this document, any 

unauthorized release of manifest information is prohibited. 
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4. Passenger Identification

4.1. Medical Examiner/Coroner 

4.1.1.The medical examiner or coroner is responsible for the 

positive identification of fatalities. 

4.1.1.1. If the victim has died, the medical examiner 

will coordinate with the Disaster Mortuary Team 

Commander to provide official notification of death 

to family. 

4.1.1.2. For injured passengers, the hospital is 

responsible for status updates and either the 

hospital or HIA will advise the families. 

5. Family Access to the Accident Site.

5.1. The NTSB has accident site jurisdiction. 

5.2. Within the limits established by the authorities, HIA will respond 

to family requests for access to the accident scene. 

5.3. HIA will assist up to two members (exceptions would be made as 

individual cases and cultural differences would have to be 

considered) of the family of a passenger traveling to the location 

of the accident and provide for the physical care of the family 

while the family is staying at such location. 

5.3.1.For purposes of this plan, “Family” shall mean legal or 

common law spouse (specifically excluding “same-sex 

spouses”), parents or children of the injured/deceased. If 

the deceased has no Family as defined, up to two close 

living relatives would be considered “Family.” 

5.3.2.Physical care. 

5.3.2.1. Transportation to and from accident city. 
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5.3.2.2. Transportation to and from accident site. 

5.3.2.3. Hotel accommodations at accident city for a 

reasonable time period. 

5.3.2.4. Meal voucher during hotel stay and day of 

travel to and from the accident city. 

6. Human Remains and Personal Effects

6.1. The medical examiner is responsible for the disposition of 

identifiable and unidentifiable human remains. 

6.2. Authorities should return identifiable personal effects to victim’s 

family rather than having HIA become a custodian of them; 

authorities should determine disposition of unidentifiable 

personal effects. 

6.3. Personal effects that come into the control of HIA will be handled 

in the following manner after release from the NTSB: 

6.3.1.HIA will consult with each family about the disposition of 

personal effects that are in HIA’s control. 

6.3.2.HIA will return to the family, if requested, any passenger’s 

possession that is under the control of HIA. 

6.3.3.HIA will retain for 18 months any unclaimed property of a 

passenger that is under HIA’s control. 

6.3.4.HIA will consult with the families about the construction by 

HIA of any planned monument, including the inscription on 

it. 

6.3.5.HIA will only be able to return personal effects that come 

into HIA’s control once permission of the NTSB has been 

obtained as the items may have some bearing on the 

accident investigation. 
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7. Liability for Man-Made Structures

7.1 In accordance with the 49 U.S.C. Section 41313(c), in the event 

of an accident resulting in significant damage to man-made 

structures or non-government-owned property on the ground, 

HIA shall promptly provide written notification directly to the 

owner of liability for any property damage and the means for 

obtaining compensation. Such notice shall advise the owner: (a) 

to contact the property insurer as the authoritative source for 

coverage and compensation information; (b) to not rely on 

unofficial information offered by HIA’s representatives about 

compensation by HIA for accident-site property damage; and (c) 

to obtain detailed evidence of property damage as soon as 

possible following the accident, consistent with restrictions to the 

accident site. 

8. Simultaneous Electronic Transmission of NTSB Hearings

8.1 In accordance with 49 U.S.C. Section 41313(c), in the event of 

an accident in which the NTSB conducts a public hearing or 

comparable proceeding at a location more than eighty (80) miles 

from the accident site, HIA shall ensure the proceeding is made 

available simultaneously by electronic means at a location open 

to the public at the origin city and destination city of the HIA 

flight, if that city is located in the United States. 

9. Relationship with Designated Independent Organization

9.1. HIA will work with the independent nonprofit organization that is 

designated under 49 U.S.C. Section 1136(a)(2) to provide 

mental health and counseling services to families. 

9.1.1.Mental health services can be coordinated on a local basis 

through the nonprofit organization or these services can be 

brought in from another city where the airline may have a 

Mental Health Professional on retainer. 

9.1.2.Should long-term counseling be required, HIA will 

coordinate with the nonprofit organization appointed by 
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the NTSB, the family and the company providing the 

service. 

9.2. HIA will develop a procedure to pay reasonable compensation to 

the NTSB-designated independent non-profit organization as 

required by 49 U.S.C. Section 41313(C)(11) where the nature 

and scope of its work and the kind of costs to be incurred have 

been discussed and agreed in advance. 

9.3. HIA will coordinate with family members as to their need for 

American Red Cross, or where applicable, Magen David Adom, 

for assistance. 

9.4. HIA will participate in the daily coordination meetings to review 

daily activities, resolve problem areas, and to synchronize future 

family support operations and activities. 

10. Filing of this document with NTSB and DOT

10.1 Pursuant with the Foreign Air Carrier Family Assistance Act of 

1996, 49 U.S.C. Section 41313(b), this document will be filed 

with the National Transportation Safety Board and the 

Department of Transportation. 

11. Revisions and Code-Share Agreements

11.1. HIA reserves the right to introduce changes to this plan from 

time to time. 

11.2. HIA does not presently have an approved code-share 

arrangement with any United States carrier. If HIA were to 

enter into such an agreement and it were approved, HIA may 

revise this plan. 

12. Accidents Not Covered by this Plan

12.1 HIA will consult with the NTSB and the Department of State if it 

voluntarily provides assistance to U.S. citizens in the United 
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States with respect to accidents outside the United States not 

covered by this plan involving loss of life. 

13. Emergency Contact Information

 

13.1 HIA’s 24-hour, 365 days a year contact is located in Athens, 

Greece. Any agent of the U.S. government may contact 

operations center personnel at any time by dialing 

+302109646792. The telephone number has been submitted 

to the NTSB and can be used by the NTSB 24 hours per day, 

seven days per week.