### AIR EUROPA LINEAS A EREA S , S
. A. U. Plan for a ddressin g the needs of the families of passengers invol v ed in an aircraft accident Submitted t o The U . S
. Department of Transportation (DOT )

and The National Transportation Safety Boar d ( NTSB )

(Amended Plan

- April 2 0 14 )

# LV AirEuropa

I N TRODUCTION
Pursuan t to the amendm e n t to Chapte r 413 of titl e 49 , U n ited S t ate s C ode, re qu iri ng th e National Transportation Safety Board to address and i n di v idual f o reign air c arri e rs t o pre s e n t a F amil y Ass is tance Pl an in accord an c e with the re quire me n t of th e Forei g n Air Carrie r Family Support Act o f 1997 CAct " ), the e n clos e d plan describes the policies and procedure s A i r Eu ro pa L ine as Aere as S.A
. U ( " Ai r Eur op a " or th e " A i rl i n e " ) s h al l apply in the pro v ision of assistance to v ictims and nex t -of- ki n in the e v en t of a disas te r involving an aircraft operated by the Airline. A ir Eur o p a re spec tful ly s ubmit s its pl an f o r e as ing th e b u rden on famil i es and v i ctims following an aircraft disa s te r, for the approval of the U .S. D e partmen t of Transportation and the Nation al Tran spo rtati on Saf ety Board, and integrates thi s plan i nto Air Europ a ' s Emergency Procedures Manual
. Th e A i rli ne w i ll uti l i ze th e a ss i s t ance of th ose or gani zatio n s al ready av ai l able in the United States and in possession of an integrated infrastructu re, in pro vi ding additional humanitarian assistance in the e v ent such a re sponse should b e requ ired. As u sed i n th is Pl an , the term "passe n ger " i ncl ud es any p erson aboard an ai rcraft without regards to whether the person p aid for transportation , occupied a seat, o r hel d a reservation fo r the f

light, as well as al l air carrier emplo y ees aboard the airc r aft
. 

### PUBLIC INQUIRES AND NOTIFICATIONS TO TH E PASSENGERS' FAMILIES (GENERAL) The Airline will activate a Telephone Information Center (T I C ) at it s Span i s h Headquarters in Palma de Mallorca to act as a central passeng e r and crew information coordination point and a public telephone enquiry center in the event of an accident involving the Airline. The TIC will be respo n sible fo r commu nications between the Airline and the famil i es will handle al l calls and requests for i nformation received fr om them , and wil l 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 a s the TIC is man n ed and operati onal
. Such centre will be manned by i ndi v iduals speciall y trained to han dle 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 numbe r that will be made available for such purpose.Th e TI C wi ll es t abl i s h l i aison w ith th e Fami ly A ssi s t an c e Co o rdin ator (wh o w ill be in th e acc i dent site ) w h o wi ll es t ab l ish con t act wi th the famili es, h o spi t al , mortu ari e s an d ai rport autho ri ti es. F o ll owing a ctivation o f the f i rs t TI C te am , s ubs equent teams w ill provide 24

- hour

- a- d ay co ve rage , f

or as long as re as onably n ece ss ary. If the ac cid e nt oc cur s i n S pai n, the C ommand Ce ntre of the Proteccion C i v i l (Civ i l Protec tio n ) will as s ist an d c o o rdi nate th e c o l le cti o n and d i sse mi nation of information relating to passenger s and cre w and w i ll arrang e for the families reside n t in Sp ain to be a dv ise d as qu i c kly as po ss ib l e upon c o nfirmation o f th e i njury o r death o f a p a ssen g er or cre w me mber
. T he Airline w i ll h av e th e o p ti on of p rov i d i ng a re pres en tati v e t o a cco mpany Po li ce O ff icer s when noti f

yin g fami lie s in pe r s on, w hi c h wil l b e do n e to the ex tent p ra cticable
. Howe v er , if n o ti f

ic ation w i l l thereb y be delay e d , careful con si deration w ill be gi v e n b e fore e x erci s ing this o p tion
. I f the accident occ u rs outsid e Spain , th e Airl i ne may av ail it s elf of an or ganiz ation w i th si mi lar resp o nsibilities ( fo r e xamp le, a P o l ice Casual ty Bu re au ) wh ic h may assis t with the e merg enc y procedu re s . Any release of information to th e public or the media generated f r om the TIC w ill b e subject to prior autho ri zation b y th e A irline 's accident coo rdi n ato r or by o th e r pr op erly au tho ri zed o f

ficial and it s Public R e lation s O ff ice r .



### N OTIFICATIO N S TO THE PASSENGERS ' F AM I L IE S (SP EC I F IC)
Forth w ith upon the occ u rrence o f an i n c i d e nt i n v olving an airc r aft u n der the c o ntrol of A i r Eu ro p a an d res u l ting i n a ma j o r lo ss o f li fe, all e ffo rts w il l b e pla c ed i n th e establi s hment of a c omplete accurate list of the pa s sengers an d c re w on b o ard the flight
. The pr oc es s w i ll i n volv e reco n c iliation of the A i rl in e's c e ntral, computerized p a s s e ng e r records w i th the tic ket coupo n s , b o ard i ng p a sse s an d othe r data collecte d o r gen er ated at th e d e parture airpo rt of the f l i g ht
. Onc e the n am e s re c onci li atio n h a s be e n c omp le ted and a pas s enger lis t generated, the family co n tac t pro c ess will be initiate d
. S u ch n oti fic atio n s to fami li e s will t ake place without del ay and p rior t o an y p ublic noti ce or relea s e of nam es i nfo rm ati on t o th e m e dia. E ve ry e ffo rt wil l be m a de to notif y in divi du al fami lie s as an d w h en v e ri f i cati o n o f the respecti v e p a ss e n ge r ' s prese n ce o n th e f l ight oc c urs r ather than awaiting
2completion of all verifications
. Verifications processes w ill continues as necessary unti l c omplete assuran ce has been ob t ained of the accuracy of the names of all persons aboard the t 1ight
. Suitab l e trained individual s from th e Airline's own staff, the Red Cros s ( w ith w h o m w e have a written agreemen t ) , Kenyon (with whom we have also a written agreement ) , Protecci6n Ci v il autho ri ties if in Sp ain, and fr o m the handling ag e nt o r the cod e s h ari n g partners' spec i alized organization , if abroa d , will provid e in person notification to the families except w here such in person i s impractical
. If requested , the Airline will immediately provide the NTSB di rec tor o f f amil y s u pport serv ices and other officially designated organization , a copy of the in itial and al l upd ate s of the passenger list
. U nde r no ci rcum s tance s wi ll the n ame s of p a ss en ger s o n b o ard be p ub l i c ly released until the respective fami l y ha s first b e en notified , unless othe rwi se di rected by th e NTS B .



### DISPOSITIO N O F RE M AINS A N D PE R SO N AL EFFE C TS
Th e A irline w il l s o licit and h o no r the fami ly 's w ishes wi th respec t to th e d i sp o siti o n of all remains and personal effect s of the passenger unde r the A irl in e' s contr ol , an d wil l comply with the authoritie s' decisi o ns advising the families i n such regard
. Di s po si tion of unidentifiable remains shall be the responsibility of the l o cal medical e xamine r, coro n er or o the r off

i c i al party . Fo r pers o nal effect s wi thi n the contro l of Ai r Europa (w heth er re l ease d to Air Eur o pa by the NTSB In v estigator

- in

- C harge o r otherw ise ) w hich hav e been identi f i ed a s pr ope rty o f a pas s eng e r, the A i rli ne wil l in v e n to ry all ite ms an d the ir c on di ti on and re port them to the passenger ' s family for disposition, following the families ' di rec ti ons a s t o the return of such i tems or any other dis p osition th ey might wish to undert ake, unless the po s se s sion is n e eded for the accid e nt in v estigati o n or any c rimi nal i n v e stig ati on . T h e foregoing pr o cedure s hall appl y irrespecti v e o f the conditio n o f th e property . Th e A irl i ne will comply with th e pro c edure s and corre s p onding protocols pursuant t o any app l icab le in tern ational treaties and con v enti o ns pertai n ing t o the return o f hu m an remains and/or perso n al property of passengers and/or crew . On ce th e pos se ssi on s asso ciate d wi th sp eci fic p ass enge r s h ave b e en retu rne d to their re s pe cti v e f

amil i es , al l remai ning u n claim ed p o s se s s i o n s, wh i ch hav e b e e n rele a sed to

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# $ AirEuropa

the Airline , w ill b e retaine d under i t s contr o l for no less than 18 mo nths after the date of the ac ci den t . 

### MOl\TUMENTS
If the families express a desire for a monu ment at th e acc i dent s i te , Ai r Eur o p a w i l l c o nsu lt with th e family of each custo m e r abo u t its co n struction, i n cl u din g any i nscription on the monument. Any c o mme n ts or requests rece i ved from ea ch family w ill be given the most c areful and s y mp ath e tic consideration by th e A i rline in an effort to reach a g reement as to the construction of the monu ment . Should it prove imposs i ble t o reach a un an i m o u s ag re e ment or other consens u s w i th the f amilies as to the form and insc rip tion of th e m o nument , the Ai rl ine w i l l endeav our to hon o r an ind ivi dual family ' s wi she s to the g reatest e xte nt f

ea sible. 

### UNIFORM PROVISION OF ASSISTANCE TO NON - REVENUE

PA SS EN G E R FAMI L IES
The Ai rl ine w ill p r ovide assistance to an d treatmen t of all passenger and cre w families , i n cl u din g n o n- re venu e pa ss e ng er f ami li e s, on an equal basis , t o the fulles t e xte n t permi tted by applicable law.



### RELAT IONS H IP W IT H THE NTSB DESIGNATED

ORGANIZATION
The Airl i ne will assure that the appropriate level of emotional care and suppo rt to passengers ' f

amil ies ' f

ollowing an av iation disaste r i s f u rnis he d and th at th e f ami l i es received the appr op riate le v el of serv i c es and a s sistance
. Subj ect to the pro visi on s of th e
" Compensation to the Organ i zation" se c tion be l ow , the A i rl ine w ill pr ov id e rea s onab le c o mpensati on t o an y other en ti ty w ith w hich the Ai rline es t abl i s h es a fami l y a ss i stance a g reemen t.

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# LV AirEuropa

COMPENSATION TO THE ORGANIZ A TI ON
T h e Airl i ne wi ll requ e st a p l an o f t asks and an ticip ated ex p e n ses o f th e d es ig n ated serv ic e org an ization ' s f u l l emplo y ment . Up on receipt of i te mi z ed exp en s es an d suppo rti n g documentation from the o r gan izatio n , th e A i rl ine w i ll re imb u r se su c h organization fo r th e reasonable e xpenses it incurs i n pro v iding serv i c es and a ss i s t an ce t o vi ctims famil i es and survi v o r s . The de s ig n ate d o rganization w il l b e requ ire d to con su lt wi th the A i rl i n e as co s ts are incurred o r in the event th e plan of t ask s mate riall y change s or u n anti cip ated ex pe ns e s are t o b e in c urred. 

### FAMILY TRAV EL TO ACCIDE N T S I TE

The TIC wi ll arr ange fo r the fami ly o f a c us t omer to trav el to the locati on of the a cc i d e nt if th ey so des i re. O nc e at th e l o c ation , sp ec ifi c Air Eu r op a v o lu n tee r w i ll be a ss ig n e d an d d e d i cate d t o ea ch famil y t o c o ordi nate su ch thing s a s ac c ommod ation s , g r ound transportati on , communications , the purchase o f pe r s o nal i n ciden tal s , and visitin g s u rviv or s in th e hos pi tal
. T he Airli ne wi ll prov ide f or the f

ami l ies' ph ys ic al care and a ccommodations , in travel l i n g to and while at the location of the accide n t. This i nc l u des v isiti n g the acci dent s i te if d es ired. Th e A irl ine wil l work wi th the au th o riti e s respo n s i b le fo r s i te s e curi ty to arrange family v i s i t s , inc luding requ e s t s f or v i s as i f

ne ces sary . 

### S UFFICIENT RESOURCES
Th e Ai rline is committed to d evo ti n g su ffi ci ent resou rce s t o c arry out thi s p l an . Th e airl ine w ill m ake availabl e it s ow n leve l o f re sou rce s, mobiliz e i t s train ed emp l o yees, and utili ze its bes t e fforts an d d e dic ati on in pr o viding af fected families with required assistance in th e e ven t the accident should take p l ace in Spain, and w i l l as s ure th at s am e level of assistance is provided in case an accident should occur on foreign soil
. The Airl in e w i ll coope rate on a continual ba si s wi th th e or gan iz ation de si g nate d to as s ure that f amilies re ceive an appropri ate l e vel of s e rvic e s and ass i stance . In particular , in undertaki ng to re n der assist an c e to United States citizens within the United States in resp e ct of an accid e nt outs i d e the United States involvin g major lo s s of life , the Airline will con s ult with the NTSB an d the 

## u . s . D e partmen t of State on the provision of assis t ance . 5

# LV AirEuropa

S h o u ld an accident occur in the United States, the Airline will seek the cooperation of its code

- sharing partner an d ha s 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 fu l f i lled , sending traine d stafffrom its Spanish Headquarters to ser to the c ompletion of all aspects of the fam [ly assistance plan
. In the event of any accident or emergenc th e Airline's overall response will be coordinated by its Crisis Control Center (C C) located at the Airl i ne's Headquarter premises in Llucma

j or-Balearic Islands

- S p ai
. 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 c oop e rati o n w i th an y ass i sting co mpany. 

## I Kenyon International Emergency Services , a company based in Houston , Texas , with which th e Airline maintai n s an agreem e nt for the provision of aircraft disaster man a gem e nt , the Family Assistance and also the recovery , identification and disposition of human remains and the recovery and dispo s ition of personal and other effects on behalf of the families
. Air Europa also maintains an agreement with the Red Cross in Spain for the psyc h olo g ist support in the family assi s tance if th e 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 acci d ent to ask for help for th em 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 cooper ation with reg u lar 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.

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# $ AirEuropa

NOTICE CONCERNING LIABILITY FOR MAN-MADE STRUCTURES
I n case of an ac c ide n t that resu l ts in significan t damage to a man -m ade s truc ture or other pr op erty on th e groun d th at i s not g o vernm e nt owned , the Airl ine wil l promptl y pro v ide notice , in writing , to the e x tent pr a cticable , di rectly to the o w ner of the structu re or the property about l iability for an y property damage and me ans fo r obt ain in g c ompen s ation
. T hi s written n o ti ce will adv is e the owner to co n tact the i nsurer of th e property as th e authoritative so urce for information about coverage and comp e nsation; w i l l not rel y o n u n off i cial information offered b y the Airl ine representati v es about c ompensation b y the airl ine fo r accident

- site property damage and w il l obtain photographic or other de tai led evide nc e of property d amage as so o n as possibl e af ter the accident, consisten t w ith restrictions on access t o the a c cident s ite. 

### SIMULATENEOUS ELECTRONIC TRANSM I SS I O N OF N T SB HEARING
In th e case of an accident in which the National Transportation Saf e ty Board co n duc ts a p ub l ic h earing o r compar able proceedings at a location greater th an 80 mil e s fr om the acc id e nt site , th e Airl ine wil l e n su re that th e proceedings is made available simu l taneously by electr onic means at a location open to the public at bo th the o ri gin city and the destination city of the air carrier's flight i f that ci ty is l ocated in the U ni te d States
. Air Europa wil l hav e th e press releases in the web site o f the airline an d w i ll send to the email address, prov i de by the NTSB, all th e information re garding th e accid e n t .

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### EMERGENCY CONTACTS
In the event o f an accident occurring w ithin the Uni ted States, the Airline will provide the National Transportation Safe ty Board w ith the telephone number f or i ts Crisi s Control Center (CCC) and the Telephone Information Center (TIC) i n Spain ant the contacts for its representations in Ne w York as well as all coordinates of assistance agencies. T he Airline ' s CCC and TIC in Spain will be acti vated 24 hours a day . Cnrrent emergency contact numbers as follows: P h o n e e - mai l

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