A ERONAVES TSM F AMILY A SSISTANCE P LAN



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# F EBRUARY 

# 22,	2012A ERONAVES TSM F AMILY A SSISTANCE P LAN

O VERVIEW

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	plac e	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	 i n	 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	 activat e	 this	 plan,	 the	 US	 Operations

Manager	in	Laredo	Texas	will	initiate	activation.

C

ONTENT O F P LAN

1. T OLL

- FREE	TELEPHONE	NUMBE R

Aeronaves will	establish	a	toll

- free	telephone	number	within	one	hour	after

receiving	 information	 indicating	 that	 fata lities	 or	 serious	 injuries	 have

occurred	in connection	with	an	aircraft	operated	by Aeronaves

.

2. N OTIFYING C USTOMERS ' F AMILIES

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	crew members	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	 air craft.	 In	 the	 event	 that	 aA ERONAVES TSM F AMILY A SSISTANCE P LAN

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	 t he	 famili es	 of	 crew members	 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	crew members	have	provided.

3. L IST	OF P ASSENGERS

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	 NT SB	 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. D ISPOSITION	OF	REMAIN S	AND	EFFECTS

A	 medical	 examiner	 is	 responsible	 for	 the	 disposition	 of	 identifiable	 and

unidentifiable	 human	 remains.	 The	 NTSB	 may	 activate	 disaster	 mortu ary

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. R ETURN	OF	POSSESSIONS

Authorities	 should	 return	 any	 identifiable	 personal	 effects	 directly	 to	 the

family	of	the	passenger	or	crew member. Aeronaves should	not	become	their

custodian.	 Local	 authorities	 should	 determine the	 disposition	 of

unidentifiable personal	effects.

If	 pers onal	 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	 d irection	 of	 the	 next

- of

- kin	 regarding	 the

disposition	of	such items	regardless	of	their	condition.

6. U NCLAIMED	POSSESSIONS RETAINED

After	 returning	all possessions	 that can	 be	associated	with	 specific	 persons

on	board	 the	aircraft, Aeronaves will	retai n any	unclaimed	possessions	 that

are within	its	control	for	not	less	than	18	months.

7. M ONUMENTS

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

will	 consult	 affected	 families	 about	 its	 location	 and	 construction,	 includingA ERONAVES TSM F AMILY A SSISTANCE P LAN

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. E QUAL T REATMENT	OF P ASSENGERS

Aeronaves will	 provide	 family	 assistance	 without	 regard	 t o	 an	 individual's

status	as	a	revenue	passenger, non

- revenue	passenger,	or	crew member.

9. A SSISTANCE	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. C OMPENSATION	OF D ESIGNATED O RGANIZATION

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. T RAVEL	AND C ARE E XPENSES

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. R ESOUR CES /T RAINING C OMMITMENT

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. N OTICE C ONCERNING L IABILITY	FOR M AN

- M ADE S TRUCTURES

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

- made

structure	 or	 other	 property	 on	 the	 ground	 that	 i s	 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

writ ten	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	 propertyA ERONAVES TSM F AMILY A SSISTANCE P LAN

damage	 as	 soon as	 possible	 after	 the	 accident,	 consistent	 with

restrictions	on	access	to	the	accident site.

14. S IMU LTANEOUS E LECTRONIC T RANSMISSION	OF NTSB H EARING

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 a vailable

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.