AERONAVES	TSM FAMILY	ASSISTANCE	PLAN

PLAN	FOR	ADDRESSING	THE

NEEDS	OF	THE	FAMILIES	OF

PASSENGERS	INVOLVED	IN	AN

AIRCRAFT	ACCIDENT	SUBMITTED	TO

THE	US	DEPARTMENT	OF

TRANSPORT	AND	THE	NATIONAL

TRANSPORTATION	SAFETY	BOARD

FEBRUARY 22,	2012
AERONAVES	TSM FAMILY	ASSISTANCE	PLAN

OVERVIEW

Aeronaves	 TSM,	 S.A.	 de	 C.V.,	 (Aeronaves),	 submits	 this	 Plan to	 in	 compliance

with	 the	 Foreign	 Air	 Carrier	 Family	 Support	 Act	 of	 1997	 as amended and	 the	

Vision	100-Century	of	Aviation	Reauthorization	Act. In	this	plan	Aeronaves	uses	

the	organized	procedures	that	have	been	put	into	place	to	best	meet	the	needs	of	

customers	 and	 families	 as	 outlined	 in	 the	 Vision	 100	 Century	 of	 Aviation	

Reauthorization	Act.

This	Plan	summarizes	Aeronaves’	procedures	to	address	the	needs	of families	of	

passengers	 and	 crew	 involved	 in	 an	 aircraft	 accident	 in	 the	 United States	 of	

America.

The	 purpose of	 this	 Plan	 is	 to	 ensure	 that	 Aeronaves’	 efforts	 are	 in	 the best	

interests	of	families	and	survivors	and	to	respect	religious	backgrounds.

This	 Plan	 is	 part	 of	 a	 larger	 organized	 effort,	 which	 involves	 the	 National

Transportation	 Safety	 Board	 (NTSB)	 and	 other	 U.S.	 government	 entities	 and

appointed	independent	non-profit	organizations,	to	assist	survivors	and victims'	

families	in	the	event	of	an	aircraft	disaster.

In	 the	 event	 it	 becomes	 necessary	 to	 activate	 this	 plan,	 the	 US	 Operations	

Manager	in	Laredo	Texas	will	initiate	activation.

CONTENT	OF	PLAN

1.	 TOLL-FREE	TELEPHONE	NUMBER

Aeronaves will	establish	a	toll-free	telephone	number	within	one	hour	after

receiving	 information	 indicating	 that	 fatalities	 or	 serious	 injuries	 have	

occurred	in connection	with	an	aircraft	operated	by	Aeronaves.

2. NOTIFYING	CUSTOMERS' FAMILIES

Aeronaves will	 provide	 to	 the	 Office	 of	 Transportation	 Disaster	 Assistance	

designated for	 the	 accident	 under	 49	 U.S.C.	 Section	 1136(a)[1]	 and	 to	 the	

organization	 designated	 under	 49	 U.S.C.	 Section	 1136	 (a)[2],	 immediately	

upon	request,	a	list	(which	is	based	on	the	best	available	information	at	the	

time	 of	 the	 request)	 of	 the	 names	 of	 the	 passengers	 aboard	 the	 aircraft	

(whether	or	not	such	names	have	been	verified)	and	will	periodically	update	

the	list.	This	list	will	also	be	marked	“Not	For	Public	Release”.	Families	will	be	

notified	before	Aeronaves	releases	the	names	of	the	passengers	to	the	public.

Aeronaves	 will	 notify	 in	 person	 to	 the	 extent	 practicable	 the	 families	 of

passengers	and	crewmembers	who	have	sustained	an	injury	or	fatality	in	an	

aircraft accident.	Aeronaves will	provide	such	notice	as	soon	as	possible	after	

it	has verified that	an	individual passenger	or	crew	member	was	on	board	its	

aircraft,	 whether	 or	 not the	 names	 of	 all passengers	 have	 been	 verified.

Aeronaves will	 use	 contact	 information	 in	 the	 Passenger	 Name	 Record	 to

notify	 the	 families	 of	 passengers	 on	 board	 the	 aircraft.	 In	 the	 event	 that	 a	
AERONAVES	TSM FAMILY	ASSISTANCE	PLAN

passenger has	 not	 supplied	 contact	 information,	 staff	 will	 attempt	 to	

determine	 a	 contact	 for	 the family	 of	 the	 passenger	 in	 order	 to	 notify	 the	

family.	 Aeronaves will	 use	 contact information	 in	 its	 personnel	 records	 to	

contact	 the	 families	 of	 crewmembers	 or	 other employees	 on	 board	 the	

aircraft.

The	 time	 required	 to	 notify	 all	 of	 the	 families	 of	 persons	 involved	 in	 the

accident	 is	 limited	 by	 the	 accuracy	 of	 the	 contact	 information	 that	 the	

passengers and	crewmembers	have	provided.	

3. LIST	OF	PASSENGERS

Immediately	 after	 the	 accident,	 Aeronaves will	 begin	 the	 process	 of

determining	the	identities	of	everyone	on	board	the	flight.	Upon	the	request	

of	 the NTSB	 or	 the	 Red	 Cross	 (or	 other	 organization	 that	 the	 NTSB	 has	

designated	to provide	assistance),	Aeronaves will	send	to	the	NTSB	Director	

of	Family	Support Services	a	list	of	persons	on	board	 the	aircraft	(based	on	

the	 best	 information available	 at	 the	 time	 of	 the	 request).	 Aeronaves will	

mark	 any	 such	 list	 as “preliminary	 and	 unconfirmed"	 and	 will	 continue	 to	

update	it	periodically.

4. DISPOSITION	OF	REMAINS	AND	EFFECTS

A	 medical	 examiner	 is	 responsible	 for	 the	 disposition	 of	 identifiable	 and

unidentifiable	 human	 remains.	 The	 NTSB	 may	 activate	 disaster	 mortuary	

teams	to assist	with	this	process.	Aeronaves will	comply	with	decisions	made	

by	 the responsible	authorities	and	will	ensure	 that	 family	members	will	 be	

consulted	about the	disposition	of	any	remains	and	personal	effects

5. RETURN	OF	POSSESSIONS

Authorities	 should	 return	 any	 identifiable	 personal	 effects	 directly	 to	 the

family	of	the	passenger	or	crewmember.	Aeronaves should	not	become	their

custodian.	 Local	 authorities	 should	 determine	 the	 disposition	 of	

unidentifiable personal	effects.

If	 personal	 effects	 do	 come	 into	 the	 airline's	 control,	 Aeronaves or	 its

designee	will	consult	with	family	members	about	the	disposition	of	the	items.	

Unless a	particular	item	is	needed	 for	 the	accident	investigation,	Aeronaves

or	 its designee	 will	 follow	 the	 direction	 of	 the	 next-of-kin	 regarding	 the	

disposition	of	such items	regardless	of	their	condition.

6. UNCLAIMED	POSSESSIONS RETAINED

After	 returning	all	possessions	 that can	 be	associated	with	 specific	 persons

on	board	 the	aircraft,	Aeronaves will	retain any	unclaimed	possessions	 that	

are within	its	control	for	not	less	than	18	months.

7. MONUMENTS

If	 families	 express	 a	 desire	 for	 a	monument	 to	 family	members,	Aeronaves

will	 consult	 affected	 families	 about	 its	 location	 and	 construction,	 including	
AERONAVES	TSM FAMILY	ASSISTANCE	PLAN

any inscription	 on	 the	 monument.	 Each	 family	 will	 have	 the	 option	 of	

omitting	the	name of	their	family	member	if	the	agreed	design	will	include	an	

inscription	of	names.

8. EQUAL	TREATMENT	OF	PASSENGERS

Aeronaves will	 provide	 family	 assistance	 without	 regard	 to	 an	 individual's

status	as	a	revenue	passenger, non-revenue	passenger,	or	crewmember.

9. ASSISTANCE	FROM	OTHER ORGANIZATIONS

Aeronaves will	work	with	the	American	Red	Cross,	or	any	other organization	

designated	 for	 the	 accident	 by	 the	 NTSB	 under 49	 U.S.C.	 §	 1136(a)(2), to	

ensure	 that	 family	 members	 receive	 an	 appropriate	 level	 of	 services	 and

assistance.

10. COMPENSATION	OF	DESIGNATED	ORGANIZATION

Aeronaves will	 provide	 reasonable	 compensation	 to	 the	 independent,	

nonprofit organization	that	the NTSB	has	designated	pursuant	to	49	U.S.C.	§	

1136(a)(2)	 for services	 provided.	 Aeronaves will	 expect	 the	 designated	

organization	 to	provide	a detailed	accounting	of	 the	services	and	assistance	

for	which	compensation	is	to	be provided.

11. TRAVEL	AND	CARE	EXPENSES

Subject	 to	 any	 limitations	 imposed	 by	 the	 NTSB	 or	 other	 competent	

authority, Aeronaves will	 provide	 transportation	 and	 reasonable	 expenses	

for	 accommodations and	meals	 for	 any	 family	member	who	wishes	 to	 visit	

the	scene	of	an	accident.

12. RESOURCES/TRAINING	COMMITMENT

Aeronaves will	 commit	 sufficient	 resources	 to	 carry	 out	 this	 Plan.	 It	 will

provide	adequate	training	to	its	employees	and	agents	likely	to	be	involved	in	

family assistance	 functions	 so	 that	 Aeronaves can	 meet	 the	 needs	 of	

survivors	and family	members	following	an	accident.

13. NOTICE	CONCERNING	LIABILITY	FOR	MAN-MADE	STRUCTURES

In	 the	case	of	an	accident	 that	 results	in	significant	damage	 to	a	man-made

structure	 or	 other	 property	 on	 the	 ground	 that	 is	 not	 government-owned,

Aeronaves will	 promptly	 provide	 written	 notice,	 to	 the	 extent	 practicable,	

directly to	the	owner	of	the	structure	or	other	property	about	liability	for	any	

property damage	and	means	for	obtaining	compensation.	At	a	minimum,	the	

written	notice will	advise	the	owner:

(i)	 to	contact	 the	insurer	 of	 the	property	as	 the	authoritative	 source	 for	

information about	coverage	and	compensation;

(ii)	not	to	rely	on	unofficial	information	offered	by	any	representatives	of	

Aeronaves about	 compensation	 by	 Aeronaves for	 accident-site	

property	damage;

and

(iii)	 to	 obtain	 photographic	 or	 other	 detailed	 evidence	 of	 property	
AERONAVES	TSM FAMILY	ASSISTANCE	PLAN

damage	 as	 soon as	 possible	 after	 the	 accident,	 consistent	 with	

restrictions	on	access	to	the	accident site.

14. SIMULTANEOUS	ELECTRONIC	TRANSMISSION	OF	NTSB HEARING

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, Aeronaves will	 ensure	 that	 the	 proceeding	 is	 made available	

simultaneously	by electronic	means	at	a	location	open	 to	 the	public	at	both	

the	origin	city	and destination	city	of	the	flight	operated	by	Aeronaves if	that	

city	is	located	in	the United	States.