CanadianNorthInc 200,580PahnerRoadN.B. Calgary,AlbertaTIE7R3 Canada

January 5, 2015
VIA ELECTRONIC SUBMISSION 

### CharlesE. Smith SeniorTrialAttomey U.S.Departmeut ofTrausportation OfficeoftheGeneral Counsel 1200NewJerseyAvenue SE Washington, DC20590 MichaelCrook Coordinator, Transpol1ationDisaster Operations National Transportation SafetyBoard Transportation disasterAssistance-Suite 600 490L'Enfant PlazaEast SW Washington, DC20594-2000 Re: Docket OST-1998-3304- FamilyAssistancePlans
DearSirs, Pleasefindattached acopyofCanadianNorth's FamilyAssistance Planasrequiredby theVision 100-Century ofAviation Reauthorization Act. Ifyouhaveanyquestions regarding CanadianNorth's Family Assistance Plan,please feelfreetocontactme. ;,cereIy,

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# a---fl?L Ri~ Manager,Emergency Response CanadianNorthCANADIAN NORTH ••..•...• 1,_".•.• Canadian. North Family Assistance Plan



## Canadian North Family 

## Assistance Plan



## January, 2015 Overview
Canadian North's Family Assistance Plan is submitted in compliance with the 1997 Foreign Air Carrier Family Support Act, Vision IDO-Century ofAviation Reauthorization Act and the Wendell H.Ford Aviation Investment and Reform Act for the 21st Century (AIR-21)
This plan describes the methods by which Canadian North, in cooperation with the National Transportation Safety Board, (NTSB) other governmental entities, and the American Red Cross, will provide family assistance after an aviation accident involving aflight operated by Canadian North. The purpose ofthis plan is to ensure that Canadian North's efforts are made inthe best interests of survivors and families and torespect the cultural &religious backgrounds of survivors and families.
Canadian North provides family assistance without regard to an individual's status as arevenue customer, non-revenue customer, orcrew member. The Canadian North's plan meets the provisions of49 USC Part 41313: Foreign Air Carrier Responsibilities.
Certain specialized services that are required following an accident may be accomplished on behalf ofCanadian North by vendors having expertise inthose areas. 

## Pre-Response Planning Committing Sufficient Resources Canadian North maintains agreements with providers who offer comprehensive emergency response and family assistance programs, which utilize abroad spectrum ofhuman and technological resources inthe event ofan accident. During such crises, specially trained responders work around the clock on issues including family assistance, accident investigation, media relations, and liaisons with government agencies and support organizations. They are directed via adedicated Emergency Operations Center network linked by dedicated communications.
Canadian North maintains cooperative working relationships with the external organization(s) involved in acrisis and has designed its emergency response structure specifically to allow separate management ofthe crisis while continuing the safe operation ofthe airline.

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Canadian North Family Assistance Canadian North is amember ofthe Family Assistance Foundation, anon-profit organization that supplements Canadian North's resources with apool ofthousands oforganized and trained volunteers established to enhance communication between Canadian North and the families affected by an accident and to respond to needs that survivors and families may have. Every effort ismade to ensure well trained volunteers are available in all areas served by Canadian North and organized in amanner that will allow for immediate mobilization. Training In addition to the intensive training provided to family assistance teams, customer service training is also provided to personnel inpublic-contact positions throughout the Canadian North system. Families may call any reservation office ormay seek assistance at airports that are neither the origin nor the destination ofthe flight involved in an accident. As with any training program, enhancements are continually made to include lessons learned from survivors, family members, industry partners, and mental health professionals.

. Periodic simulations ofCanadian North's comprehensive emergency response plan are made in cooperation with airport drills throughout its operating stations. In addition, Canadian North and its partners routinely coordinate with federal, provincial, and local authorities that have emergency responsibilities.
Toll-Free Telephone Number Canadian North will activate atoll-free telephone number within-one hour after notification to our emergency call center provider, after receiving information indicating that an aircraft operated by Canadian North has been involved in an accident and that there are serious injuries and/or fatalities. This number will be staffed by our Emergency Call Center provider. These trained individuals will provide information authorized for release by Canadian North's Corporate Communications department and will collect contact information from inquiring individuals.

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## Passenger Manifest, Ticket Reconciliation, And Notification Passenger Manifest and Ticket Reconciliation Immediately after the accident, Canadian North will begin the process to match the current computerized reservations (passenger Name Records) for that flight with the ticket coupons and other verifying data that were collected atthe departure airport(s.) All known passengers will be validated including those with reservations, standby tickets, rerouted tickets, jump seat authorization, and non-revenue passengers and crew. Unfortunately, this process can be delayed bypersons traveling under different names, changing seats, and infants traveling without tickets. Accordingly, Canadian North's Reservations Sales policy prohibits the unauthorized release of this confidential, sensitive manifest information. Upon the request ofthe National Transportation Safety Board and/or the American Red Cross, a list ofnames ofpassengers aboard the aircraft (based onthe best information available atthe time ofthe request) will be sent to the NTSB Office ofTransportation Disaster Assistance. The Director ofCanadian North's Emergency Operations C.entrewill ensure that the list ismarked "preliminary and unconfirmed" and will continue to update itperiodically. Although the 1997 Foreign Air Carrier Family Support Act does not state atime mme for this action, apreliminary list will be available within the first three hours. As names ofpersons onboard are reconciled, they will be given to our Emergency Call Center provider, so the notification process can proceed while the remainder ofthe manifest continues tobe verified. Ifcitizens ofcountries other than the United States are on board, Canadian North will transmit alist oftheir names to the United States Department of State. '\ Notifying Passengers' Families

Specially trained personnel from our Emergency Call Center provider will notify the family of each passenger as soon as itappears that the individual was on board. Canadian North will not wait for all the names ofpassengers to be verified. However, identifying and contacting some passengers' next-of-kin may be delayed depending onthe amount and accuracy ofinformation available. Callers who have inquired about aname appearing on the manifest will be contacted by our provider until Canadian North is satisfied that the next-of-kin orthe person who stated that they were the family's contact has been notified. As the passenger list isvalidated, subsequent incoming calls from family members will be routed to our call center provider for appropriate handling.
Canadian North will not release apassenger's name publicly until after the next-of-kin has been notified. Ifthe next-of-kin requests that the passenger's name not be made public, Canadian North will convey that information to the NTSB inorder to honor the request.

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## Passenger Identification
The local medical examin'er orcoroner inthe county orlocation ofthe accident is responsible for the positive identification offatalities and will provide official notification ofdeath to the family. In cases where local capacity for victim identification and mortuary services isexceeded, this task may be supplemented by members ofthe Disaster Mortuary Operational Response Team. These teams (D-MORT) are organized and activated by the Public Health Service, adivision of the US Department ofHealth and Human Services. For injured passengers, the hospital is responsible for periodic status updates and either the hospital or Canadian North will continue to advise the families. 

## Family AccesstotheAccident City
Canadian North will arrange for the family ofapassenger to travel to the city nearest the accident ifthey so desire. Once atthe location, family assistance personnel will be assigned and dedicated to each family to coordinate such things as accommodations, ground transportation, communications, the purchase ofpersonal incidentals, visiting survivors inthe hospitals, etc. Ifa family prefers, family assistance personnel will be available to travel to the family's home location to provide personal assistance, communications, and logistical support. When requested by survivors or family members, professional counseling services will be made available through Canadian North's coordination with our contracted Disaster Emergency provider and the American Red Cross which isresponsible for mental health assistance.
Canadian North will make provisions for ajoint family support operations center to include space, communications, and logistical support for federal and American Red Cross staff. Canadian North will endeavor to secure asuitable facility toprotect families from intrusions by the media and by unwelcome solicitors.
The National Transportation Safety Board has accident-site jurisdiction. Within site security limitations that these authorities establish, Canadian North will respond to family requests for visits to the accident scene. Access to the site may be limited by terrain, biohazard and/or hazardous materials concerns, security measures, or other unforeseen conditions.
Canadian North family assistance personnel will continue to assist family members as they depart the accident location and Canadian North personnel will maintain contact with the family until they advise that this isno longer necessary.

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## Human Remains and Personal Effects
The local medical examiner orcoroner inthe county orlocation ofthe accident isresponsible for the disposition ofidentifiable and unidentifiable human remains. Disaster Mortuary Operational Response Teams may be activated by the NTSB'to assist with this process. Canadian North and its Disaster Emergency Provider contracted to assist with these tasks will comply with decisions made by the responsible authorities and help to ensure that the families are advised as to the plans for disposition. The next-of.kin's wishes as to arrangements for remains identified as those ofthe passenger will be honored.
Personal Effects Local authorities such as the medical examiner or coroner should return identifiable personal items to the passenger's family rather than having the airline become custodian ofthem and local authorities should determine disposition ofunidentifiable personal effects,
Ifpersonal items come into the airline's control, Canadian North orits provider will corisult with each family about the disposition ofthe possessions. Unless requested otherwise, Canadian North orits vendor will describe to the next-of-kin the condition ofeach such possession and follow the direction ofthe next-of.kin as to the return orother disposition ofsuch items regardless oftheir condition. Because specialized services such as the cleaning and restoration ofpersonal effects may require acertain expertise, Canadian North has arranged for acontractor with this expertise to handle this with care on the airline's behalf. After returning allpossessions which can be associated with specific passengers, Canadian North will retain any unclaimed possessions which are within its control for no less than 18months. Canadian North or its personal effects' vendor will create an inventory ofthese items and carefully store them.
Monuments Ifthe families express adesire for amonument atthe accident site, Canadian North will consult with the family ofeach passenger about its construction, including any inscription on the monument. All comments and concerns from families (along with the statutory and/or regulatory requirements or considerations ofthe place ofconstruction) will be given careful consideration. Each family will be given achoice ofincluding ornot including the passenger's name ifan inscription ofthe names isplanned inthe.agreed design. The goal will be to achieve afull consensus of all families on aspecific,design. Should that not be possible, in an effort to avoid lengthy delays, itmay be necessary to implement aplan agreeable to the majority ofthe families.
The next~of.kin will be given an opportunity to visit the monument when construction is complete.

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## Relationship withthe American Red Cross Compensation to the American Red Cross Aprocedure will be developed topay reasonable cpmpensation to the American Red Cross for services provided by the organization. Canadian North has requested and expects toreceive a plan oftasks and anticipated expenses prior to the American Red Cross' full deployment, consultation about costs as they are incurred, and an itemized list of services rendered and expenses to accompany the organization's invoice. 

## Relationship with Domestic and International Partner Airlines
Canadian North systematically works throughout the year on all elements ofemergency response planning and procedures with the airlines having contracted partnership agreements with Canadian North. Goals include consistent terminology and structure, identification ofmutual resources, maximum efficiency ofresource deployment, cooperative management during drills and an accident response, etc. Canadian North is committed toproviding each domestic connection orinternational code-share partner with assistance and support ifthey, as the operating carrier, have an accident. Conversely, inthe event of aCanadian North accident, the partner airlines will provide assistance to meet language, resource, andpersonnel needs. 

## Flight Reservation Information
Canadian North will ensure, through its authorized Disaster Emergency Provider, that itwill inform any family ofapassenger on the flight involved in an accident, whether ornot their family member's name appeared on any preliminary passenger manifests, ifrequested by the family. 

## Training OfEmployees andAgents
Canadian North will ensure that allpersonnel involved in supporting families are adequately trained inmeeting the needs of survivors and family members following an accident. This includes both employees ofCanadian North and its authorized Disaster Emergency Providers. Canadian North is committed to training its employees and using providers who employ only the most recent best practices for supporting both passenger and family survivors following an accident.



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## Accidents Occuring Outside the United States
In the event of an accident involving aflight operated by Canadian North, but occurring outside ofthe United States, Canadian North will provide support topassengers and families that is consistent with the type ofsupport that would be provided for accidents occuring within the United States. Furthermore, when providing support topassengers and families who are United States Citizens, Canadian North and its authorized providers will consult with both the National Transportation Safety Board and the US Department ofState with respect to support for those persons. 

## Damage ToMan-Made Structures And Other Property On The Ground
In the event that an accident involving an Canadian North flight causes damage to man-made structures or other property on the ground, Canadian North will provide written notice to the property owner(s) instructing them to contact their insurer(s) in order to obtain authoritative information with regard to coverage and compensation relating to the property damage and to advise them to obtain photographic or other detailed evidence ofany property damage as soon as possible after the accident. 

## NTSB Hearings Greater Than Eighty MilesFrom the Accident Site
Should the National Transportation Safety Board conduct public hearings (or comparable hearings) at alocation that is greater than eighty (80) miles from the accident site, Canadian North will provide ameans to simultaneously broadcast the hearing by electronic means atboth the originating and destination city ofthe flight that was involved inthe accident, ifthose cities are located inthe United States.



## Filing Airline Plan With DOT and NTSB
Canadian North has filed this Plan as required by the Aviation Disaster Family Assistance Act of 1996.
In addition, Canadian North has submitted to the National Transportation Safety Board contact telephone numbers at its Operations Control Centre, which can be used by the NTSB 24 hours per day, seven days per week.

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