AIR EUROPA LINEAS AEREAS, S.A.U.

Plan for addressing the needs of the families of passengers involved in an

aircraft accident

Submitted to

The U.S. Department of Transportation (DOT)

and

The National Transportation Safety Board (NTSB)

(Amended Plan - April 2014)
LVAirEuropa

INTRODUCTION

Pursuant to the amendment to Chapter 413 of title 49, United States Code, requiring the

National Transportation Safety Board to address and individual foreign air carriers to

present a Family Assistance Plan in accordance with the requirement of the Foreign Air

Carrier Family Support Act of 1997 CAct"), the enclosed plan describes the policies

and procedures Air Europa Lineas Aereas S.A.U ("Air Europa" or the "Airline") shall

apply in the provision of assistance to victims and next-of-kin in the event of a disaster

involving an aircraft operated by the Airline.

Air Europa respectfully submits its plan for easing the burden on families and victims

following an aircraft disaster, for the approval of the U.S. Department of Transportation

and the National Transportation Safety Board, and integrates this plan into Air Europa's

Emergency Procedures Manual.

The Airline will utilize the assistance of those organizations already available in the

United States and in possession of an integrated infrastructure, in providing additional

humanitarian assistance in the event such a response should be required.

As used in this Plan, the term "passenger" includes any person aboard an aircraft

without regards to whether the person paid for transportation, occupied a seat, or held a

reservation for the flight, as well as all air carrier employees aboard the aircraft.

PUBLIC INQUIRES AND NOTIFICATIONS TO THE

PASSENGERS' FAMILIES (GENERAL)

The Airline will activate a Telephone Information Center (TIC) at its Spanish

Headquarters in Palma de Mallorca to act as a central passenger and crew information

coordination point and a public telephone enquiry center in the event of an accident

involving the Airline.

The TIC will be responsible for communications between the Airline and the families

will handle all calls and requests for information received from them, and will

coordinate provision of required assistance. The TIC will have a toll-free telephone

number which will be given to the media for publication as soon as the TIC is manned

and operational. Such centre will be manned by individuals specially trained to handle

calls from the families of passengers involved in an accident. Calls received from the

general public or the news media will be referred to a different telephone number that

will be made available for such purpose.
The TIC will establish liaison with the Family Assistance Coordinator (who will be in

the accident site) who will establish contact with the families, hospital, mortuaries and

airport authorities.

Following activation of the first TIC team, subsequent teams will provide 24-hour-a-day

coverage, for as long as reasonably necessary.

If the accident occurs in Spain, the Command Centre of the Proteccion Civil (Civil

Protection) will assist and coordinate the collection and dissemination of information

relating to passengers and crew and will arrange for the families resident in Spain to be

advised as quickly as possible upon confirmation of the injury or death of a passenger or

crew member.

The Airline will have the option of providing a representative to accompany Police

Officers when notifying families in person, which will be done to the extent practicable.

However, if notification will thereby be delayed, careful consideration will be given

before exercising this option.

If the accident occurs outside Spain, the Airline may avail itself of an organization with

similar responsibilities (for example, a Police Casualty Bureau) which may assist with

the emergency procedures.

Any release of information to the public or the media generated from the TIC will be

subject to prior authorization by the Airline's accident coordinator or by other properly

authorized official and its Public Relations Officer.

NOTIFICATIONS TO THE PASSENGERS' FAMILIES (SPECIFIC)

Forthwith upon the occurrence of an incident involving an aircraft under the control of

Air Europa and resulting in a major loss of life, all efforts will be placed in the

establishment of a complete accurate list of the passengers and crew on board the flight.

The process will involve reconciliation of the Airline's central, computerized passenger

records with the ticket coupons, boarding passes and other data collected or generated at

the departure airport of the flight.

Once the names reconciliation has been completed and a passenger list generated, the

family contact process will be initiated. Such notifications to families will take place

without delay and prior to any public notice or release of names information to the

media. Every effort will be made to notify individual families as and when verification

of the respective passenger's presence on the flight occurs rather than awaiting

2
completion of all verifications. Verifications processes will continues as necessary until

complete assurance has been obtained of the accuracy of the names of all persons

aboard the t1ight.

Suitable trained individuals from the Airline's own staff, the Red Cross (with whom we

have a written agreement), Kenyon (with whom we have also a written agreement),

Protecci6n Civil authorities if in Spain, and from the handling agent or the code sharing

partners' specialized organization, if abroad, will provide in person notification to the

families except where such in person is impractical.

If requested, the Airline will immediately provide the NTSB director of family support

services and other officially designated organization, a copy of the initial and all updates

of the passenger list.

Under no circumstances will the names of passengers on board be publicly released

until the respective family has first been notified, unless otherwise directed by the

NTSB.

DISPOSITION OF REMAINS AND PERSONAL EFFECTS

The Airline will solicit and honor the family's wishes with respect to the disposition of

all remains and personal effects of the passenger under the Airline's control, and will

comply with the authorities' decisions advising the families in such regard. Disposition

of unidentifiable remains shall be the responsibility of the local medical examiner,

coroner or other official party.

For personal effects within the control of Air Europa (whether released to Air Europa by

the NTSB Investigator-in-Charge or otherwise) which have been identified as property

of a passenger, the Airline will inventory all items and their condition and report them

to the passenger's family for disposition, following the families' directions as to the

return of such items or any other disposition they might wish to undertake, unless the

possession is needed for the accident investigation or any criminal investigation. The

foregoing procedure shall apply irrespective of the condition of the property.

The Airline will comply with the procedures and corresponding protocols pursuant to

any applicable international treaties and conventions pertaining to the return of human

remains and/or personal property of passengers and/or crew.

Once the possessions associated with specific passengers have been returned to their

respective families, all remaining unclaimed possessions, which have been released to

3
$AirEuropa

the Airline, will be retained under its control for no less than 18 months after the date of

the accident.

MOl\TUMENTS

If the families express a desire for a monument at the accident site, Air Europa will

consult with the family of each customer about its construction, including any

inscription on the monument.

Any comments or requests received from each family will be given the most careful and

sympathetic consideration by the Airline in an effort to reach agreement as to the

construction of the monument. Should it prove impossible to reach a unanimous

agreement or other consensus with the families as to the form and inscription of the

monument, the Airline will endeavour to honor an individual family's wishes to the

greatest extent feasible.

UNIFORM PROVISION OF ASSISTANCE TO NON-REVENUE

PASSENGER FAMILIES

The Airline will provide assistance to and treatment of all passenger and crew families,

including non-revenue passenger families, on an equal basis, to the fullest extent

permitted by applicable law.

RELATIONSHIP WITH THE NTSB DESIGNATED

ORGANIZATION

The Airline will assure that the appropriate level of emotional care and support to

passengers' families' following an aviation disaster is furnished and that the families

received the appropriate level of services and assistance. Subject to the provisions of the

"Compensation to the Organization" section below, the Airline will provide reasonable

compensation to any other entity with which the Airline establishes a family assistance

agreement.

4
LVAirEuropa

COMPENSATION TO THE ORGANIZATION

The Airline will request a plan of tasks and anticipated expenses of the designated

service organization's full employment. Upon receipt of itemized expenses and

supporting documentation from the organization, the Airline will reimburse such

organization for the reasonable expenses it incurs in providing services and assistance to

victims families and survivors.

The designated organization will be required to consult with the Airline as costs are

incurred or in the event the plan of tasks materially changes or unanticipated expenses

are to be incurred.

FAMILY TRAVEL TO ACCIDENT SITE

The TIC will arrange for the family of a customer to travel to the location of the

accident if they so desire. Once at the location, specific Air Europa volunteer will be

assigned and dedicated to each family to coordinate such things as accommodations,

ground transportation, communications, the purchase of personal incidentals, and

visiting survivors in the hospital.

The Airline will provide for the families' physical care and accommodations, in

travelling to and while at the location of the accident. This includes visiting the accident

site if desired. The Airline will work with the authorities responsible for site security to

arrange family visits, including requests for visas ifnecessary.

SUFFICIENT RESOURCES

The Airline is committed to devoting sufficient resources to carry out this plan. The

airline will make available its own level of resources, mobilize its trained employees,

and utilize its best efforts and dedication in providing affected families with required

assistance in the event the accident should take place in Spain, and will assure that same

level of assistance is provided in case an accident should occur on foreign soil. The

Airline will cooperate on a continual basis with the organization designated to assure

that families receive an appropriate level of services and assistance. In particular, in

undertaking to render assistance to United States citizens within the United States in

respect of an accident outside the United States involving major loss of life, the Airline

will consult with the NTSB and the u.s. Department of State on the provision of

assistance.

5
LVAirEuropa

Should an accident occur in the United States, the Airline will seek the cooperation of

its code-sharing partner and has a written agreement with a service organization

available in the United States. Air Europa will implement the assistance and

coordination of its office in New York to assure that all needs and requirements of the

passengers' families are fulfilled, sending trained stafffrom its Spanish Headquarters to

ser to the completion of all aspects of the fam [ly assistance plan.

In the event of any accident or emergenc the Airline's overall response will be

coordinated by its Crisis Control Center (C C) located at the Airline's Headquarter

premises in Llucmajor-Balearic Islands-Spai .

The Handling Agent at the nearest online airport will be required to establish a Local

Information and Control Center through which all local action will be coordinated in

cooperation with any assisting company. I

Kenyon International Emergency Services, a company based in Houston, Texas, with

which the Airline maintains an agreement for the provision of aircraft disaster

management, the Family Assistance and also the recovery, identification and disposition

of human remains and the recovery and disposition of personal and other effects on

behalf of the families.

Air Europa also maintains an agreement with the Red Cross in Spain for the

psychologist support in the family assistance if the accident occurs in Spain. Ifthe event

occurs out of Spain, the Red Cross will also give the support but with the available team

to travel. The Spanish Red Cross will contact the Red Cross of the Country of the

accident to ask for help for them and the Airline.

The Airline hereby gives assurance of its commitment to provide adequate training to its

employees and agents to meet the needs of survivors and family members following an

accident.

Periodic drills of Air Europa's comprehensive emergency response plan are conducted

in cooperation with regular airport drills.

CARE TEAM

A special team of organized and trained volunteers has been established to enhance face

to face communication between Air Europa and the families affected.

6
$AirEuropa

NOTICE CONCERNING LIABILITY FOR MAN-MADE

STRUCTURES

In 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, the Airline will promptly

provide notice, in writing, to the extent practicable, directly to the owner of the structure

or the property about liability for any property damage and means for obtaining

compensation.

This written notice will advise the owner to contact the insurer of the property as the

authoritative source for information about coverage and compensation; will not rely on

unofficial information offered by the Airline representatives about compensation by the

airline for accident-site property damage and will obtain photographic or other detailed

evidence of property damage as soon as possible after the accident, consistent with

restrictions on access to the accident site.

SIMULATENEOUS ELECTRONIC TRANSMISSION OF NTSB

HEARING

In the case of an accident in which the National Transportation Safety Board conducts a

public hearing or comparable proceedings at a location greater than 80 miles from the

accident site, the Airline will ensure that the proceedings is made available

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

city and the destination city of the air carrier's flight if that city is located in the United

States. Air Europa will have the press releases in the web site of the airline and will

send to the email address, provide by the NTSB, all the information regarding the

accident.

7
EMERGENCY CONTACTS

In the event of an accident occurring within the United States, the Airline will provide

the National Transportation Safety Board with the telephone number for itsCrisis

Control Center (CCC) and the Telephone Information Center (TIC) in Spain ant the

contacts for its representations in New York as well as all coordinates of assistance

agencies. The Airline's CCC and TIC in Spain will be activated 24 hours a day.

Cnrrent emergency contact numbers as follows:

Phone e-mail

8