HERON AVIATION - U.S. Family Assistance Plan

Heron Aviation (HRN) has adopted the following plan to address the needs of families of passengers involved in accidents in the United States involvin g aircraft operated by HRN (“Family Assistance Plan”), as required by Title 49 of the United State s Code, Section 41313. The provisions and procedures of this Plan have been incorporated into HRN’ comprehensive crisis management policy outlined in its EAPM, which integrates family assis tance and emergency response procedures for HRN employees and contractors to follow in response to crisis situations associated with TJS operations.

The purpose of this Family Assistance Plan is to en sure that organized procedures are
followed and suitable efforts are made to provide t horough assistance and support for family members of victims and survivors affected by an avi ation disaster within the United States involving an aircraft operated by HRN. Under this Plan, servi ces to families
will be furnished without regard to an onboard indi vidual’s status as a revenue passenger, nonrevenue passenger, or crew member, and without rega rd to nationality. To facilitate the family assistance and notification processes, HRN will col lect the full names of passengers who are travellin g to and from the United States, as well as the names and telephone numbers of these passengers’ emergency points of contact.

HRN will activate its EAPM immediately after one of its aircraft is involved in a serious or fatal accident and, in the event of an aviation disaster that occurs within the United States, regardless of its cause or suspected cause, the specific procedur es of this Family Assistance Plan will apply. HRN activities under this Plan are part of a larger org anized effort to provide the highest level of suppo rt to survivors and family members affected by an avia tion disaster, which involves the National Transportation Safety Board (“NTSB”) and many other governmental agencies.

1. Upon learning of an accident in the United State s involving an aircraft under the control of Heron Aviation, HRN will publicize a reliable, toll-free telephone number to accept calls from families of passengers involved in the accident.

Telephone hotline and initial call-centre responsib ilities are organized as per the EAPM procedure. in case of insuficient capacity, more capacity will be subcontracted with a qualified organization such a s Gemeinsame Auskunftsstelle – Emergency Procedures I nformation Centre (“GASTEPIC”), located at Munich-Airport..In the event of an accident that involves a signifi cant loss of life, the HRN EAPM TL will immediately

request activation of the toll-free hotline and HRN Call Centre.
The EAPM TL will activate a toll-free telephone num ber designated specifically for public inquiries regarding the accident (which has been reserved and is ready for prompt activation at any time).

Upon activation, the TL managing the HRN Call Centr e will:

Advise call centre personnel that the toll-free num ber has been activated and they should be prepared to begin answering telephone calls.

Advise the HRN EAPM TL the toll-free number has bee n activated and is ready for publication to the media.

2. In the event of an aircraft accident that result s in a significant loss of life involving an

aircraft under HRN Services’ control, HRN will noti fy, in person to the extent practicable, the famili es of passengers involved in the accident prior to pro viding any public notice of the names of such passengers, either by utilizing the services of the organization designated for the accident under 49 U.S.C. Section 1136(a)(2) or the services of other suitably trained individuals.

As each name on the manifest is verified, the passe nger’s name will be assigned to a trained Emergency Response Team member who is responsible f or notifying the family.
Sources of information team members may use to obta in family member contact information include:

Emergency contact information collected from the pa ssenger;
Travel agency phone numbers;

Inbound phone calls; and
Passport information.

Upon request of the family of a passenger, HRN will inform the family of whether the passenger’s name appeared on a preliminary passenger manifest f or the flight involved in the accident whether or not the name of that person has been verified.3. In each case, HRN will provide notification to f amily members as soon as practicable after HRN has

verified the identity of each passenger who was abo ard the aircraft, whether or not the names of all the passengers have been verified.

4. Immediately upon request, HRN will provide the N TSB-designated director of family support services and the organisation designated for the ac cident under 49 U.S.C. Section 1136(a)(2) a list (with periodic updates) of the names of the passeng ers aboard the aircraft based on the best available information at that time, whether or not such names have been verified. The list will be marked “Not for Public Release.”

5. HRN will consult with the family of each passeng er regarding the disposition of all remains and personal effects of the passenger within its contro l.

6. If requested by the family of a passenger, HRN w ill return to the family any possession (regardless of its condition) of the passenger within the contr ol of HRN unless the possession is needed for the accident investigation or a criminal investigation.

7. HRN will retain any unclaimed possession of a pa ssenger within the control of HRN for at least 18 months after the date of the accident.

8. HRN will consult with the family of each passeng er about construction by HRN of any monument to the passengers, including any inscription on the monument.

9. In carrying out this Plan, HRN will treat the fa milies of non-revenue passengers (and any other victim of the accident) the same as the families of revenue passengers.

10. HRN will work with any organization designated under 49 U.S.C. Section 1136(a)(2) on an ongoing basis to ensure that families of passengers receive an appropriate level of services and assistance following an accident.

11. HRN will provide reasonable compensation to any organization designated under 49 U.S.C. Section 1136(a)(2) for services and assistance prov ided by the organization in response to an aircraft accident within the United States involving an airc raft under the control of HRN.12. HRN will assist the family of any passenger in travelling to the location of the accident and will

provide for the physical care of the family while t he family is staying at such location.

13. HRN will commit sufficient resources to carry o ut this Family Assistance Plan.

14. HRN will provide adequate training to its emplo yees and agents to meet the needs of survivors and family members following an accident.

15. In the event that HRN volunteers assistance to United States citizens within the United States with respect to an aircraft accident outside the Un ited States involving major loss of life, HRN will consult with the NTSB and the Department of State o n the provision of the assistance.

16. In the event that HRN is involved in an acciden t within the United States that results in signific ant damage to a man-made structure or other property on the ground, HRN will promptly provide notice, in writing, to the extent practicable, directly to the owner of the structure or other property about liability for any property damage and means for obt aining compensation. The written notice will advise the owner

(a) to contact the insurer of the property as the a uthoritative source
for information about coverage and compensation,

(b) not to rely on unofficial information offered b y HRN representatives about compensation by HRN for accidentsite property damage, and

(c) to obtain photographic or other detailed eviden ce of property damage as soon as possible after the accident, consistent with restrictions on acces s to the accident site.

17. If the NTSB conducts a public hearing or compar able proceeding at a location greater than 80 miles from the site of an accident involving a flig ht operated by HRN, HRN will ensure that the proceedings are made available simultaneously by el ectronic 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 State s.