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 PlanSAFETY MANAGEMENT SYSTEM FAMILY ASSISTANCE PLAN

APPENDIX A

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APPENDIX A

FIRST ISSUE: 8 JAN 2010 REVISION NO: 0 DATE: PAGE: APP- 3 

### APPENDIX A

Contents

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

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

3. Passenger Manifest, Ticket Re conciliation 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 Tran smission 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 ...................................................................... 13SAFETY MANAGEMENT SYSTEM FAMILY ASSISTANCE PLAN

APPENDIX A

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APPENDIX A

FIRST ISSUE: 8 JAN 2010 REVISION NO: 0 DATE: PAGE: APP- 5 1. Overview

1.1. The purpose of the Hellenic Imperial Airways (“HIA”) Family Assistance Plan is to provid e company personnel with the guidelines, procedures and training that will enable them to act

in the best interests of the fam ilies of passengers involved in any aircraft accident involving HIA ai rcraft and resulting in a major

loss of life, to treat survivors an d 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 Bo ard, other government entities and appointed independent non-prof it organizations, to assist

survivors and families in the ev ent of an aviation disaster.

2. Pre-Response Planning

2.1. In accordance with the Foreig n 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 suppo rt to the Response Team.

2.5. Training of Family Assistan ce Personnel will be conducted in conjunction with HIA’s training recognizing that:SAFETY MANAGEMENT SYSTEM FAMILY ASSISTANCE PLAN

APPENDIX A

FIRST ISSUE: 8 JAN 2010 REVISION NO: 0 DATE: PAGE: APP- 6 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 publis hed for the use of families to inquire about passengers.

2.5.6.It is HIA’s policy that ma nifest information will only be released by the designated HI A 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 member s (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 theSAFETY MANAGEMENT SYSTEM FAMILY ASSISTANCE PLAN

APPENDIX A

FIRST ISSUE: 8 JAN 2010 REVISION NO: 0 DATE: PAGE: APP- 7 family is already at the acci dent site or arrives without making these arrangements, the Disaster Mortuary Team personnel will coordinate with th e 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 foll owing an accident.

3. Passenger Manifest, Ticket Reconciliation and Notification

3.1. In order to determine whic h 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.SAFETY MANAGEMENT SYSTEM FAMILY ASSISTANCE PLAN

APPENDIX A

FIRST ISSUE: 8 JAN 2010 REVISION NO: 0 DATE: PAGE: APP- 8 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 prov ide 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.SAFETY MANAGEMENT SYSTEM FAMILY ASSISTANCE PLAN

APPENDIX A

FIRST ISSUE: 8 JAN 2010 REVISION NO: 0 DATE: PAGE: APP- 9 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 ac cess to the accident scene.

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

individual cases and cultural differences would have to be considered) of the family of a pa ssenger traveling to the location of the accident and provide for th e physical care of the family while the family is stay ing 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.SAFETY MANAGEMENT SYSTEM FAMILY ASSISTANCE PLAN

APPENDIX A

FIRST ISSUE: 8 JAN 2010 REVISION NO: 0 DATE: PAGE: APP- 10 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 identi fiable 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 fa milies 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 permi ssion of the NTSB has been obtained as the items may have some bearing on the accident investigation.SAFETY MANAGEMENT SYSTEM FAMILY ASSISTANCE PLAN

APPENDIX A

FIRST ISSUE: 8 JAN 2010 REVISION NO: 0 DATE: PAGE: APP- 11 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 si gnificant damage to man-made structures or non-government-o wned 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 noti ce shall advise the owner: (a) to contact the property insurer as the authoritative source for coverage and compensation info rmation; (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, cons istent with restrictions to the

accident site.

8. Simultaneous Electronic Tr ansmission 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 locati on more than eighty (80) miles

from the accident site, HIA sha ll ensure the proceeding is made available simultaneously by electr onic 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 Design ated 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 bySAFETY MANAGEMENT SYSTEM FAMILY ASSISTANCE PLAN

APPENDIX A

FIRST ISSUE: 8 JAN 2010 REVISION NO: 0 DATE: PAGE: APP- 12 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 fami ly members as to their need for American Red Cross, or where applicable, Magen David Adom,

for assistance.

9.4. HIA will participate in the dail y coordination meetings to review daily activities, resolve problem ar eas, 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 Transporta tion Safety Board and the Department of Transportation.

11. Revisions and Code-Share Agreements

11.1. HIA reserves the right to intr oduce changes to this plan from

time to time.

11.2. HIA does not presently ha ve an approved code-share arrangement with any United Stat es 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 UnitedSAFETY MANAGEMENT SYSTEM FAMILY ASSISTANCE PLAN

APPENDIX A

FIRST ISSUE: 8 JAN 2010 REVISION NO: 0 DATE: PAGE: APP- 13 States with respect to accident s 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 personne l 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.