CopaAirlines II,

April 28, 2014

Dockets -oST-1998.3304.0620

Docket Operation Facility

U.S. Department of Transportation

West Building Ground Floor, Room W12-140

1200 New Jersey Avenue, S.E.

Washington, D.C. 20S90

Dear Sirs:

Copa Airlines

Apartado 0816-06819

Panama, Rep. de Panama

With this letter ComparHa Panamena de Aviaci6n, SA (Copa Airlines) updates the letter of compliance

of the requirements as per the 49 USC Part 41313: Foreign Air Carrier Responsibilities (FAA Part 129

Operators).

Also would like to inform the following:

1. The primary liaison contact information.24 hours in the event of an accident relevant to the DOT

is:

a. System Operations Control Center

b. Manager On Duty

c.

2. We currently hold a contract with Kenyon International Emergency Services Inc. for the

following services:

a. Friends and Family Telephone Enquiry Center

b. Human remains managing and repatriation

c. Personal Effects collecting and restitution.

d. Other services are available on demand from Kenyon International Emergency Services

Inc.

3. Companla Panamena de Avlaci6n, SA (Copa Airlines) is a member carrier of the Star Alliance,

and as such, and per statutes of the alliance agreement, we will receive support and assistance

from United Airlines if one of our aircraft is involved in an accident in the United States and such

support is requested by our airline.

This letter and compliance document replaces in whole any previous documents in reference to this

subject matter.

A STAR ALLIANCE MEMBER v:.t
Trusting you will find these documents to be in order,

Truly yours,

Campania Panamefia de Aviacl6n, S.A.( Capa Airlines)

Emergency Management
Compania Panamefia de Aviaci6n, S.A. (Copa Airlines)'s Family Assistance Plan

Campania Panamefla de Aviation, S.A. (Copa Airlines)

Compaflia Panamena de Aviaci6n, SA (Copa Airlines)'s plan to assist those affected by an

aviation disaster is part of a larger organized effort, which includes the National Transportation

Safety Board and many other government agencies to provide the highest level of support to

survivors and family members.

1. After an aviation disaster involving a Campania Panamena de Aviatl6n, SA (Copa

Airlines) aircraft, Campania Panamena de Aviaci6n, SA (Copa Airlines) will publicize a

reliable. toll-free telephone number, and will provide staff to handle calls from the

families 'of the passengers. CampaniaPanamena de Aviation, SA (Copa Airlines) has

contracted with Kenyon International Emergency Services, Inc. to provide services in

support of Call Center requirements.

a) Campania Panamefla de Aviaci6n, SA (CopaAirlines) will immediately notify the

Kenyon Call Center when an accident hasoccurred.

b) The Kenyon Call Center will activate a toll-free telephone number (which has

been reserved and is ready for activation) that has been designated specifically

for public inquiries regarding the accident.

c) Upon activation, the Kenyon Call Center will:

1) Advise call center personnel that the toll-free number has been activated and

to prepare to begin answering telephone calls.

2) Advise CompafHa Panamena de AViaci6n, SA (Copa Airlines) the toll-free

number has been activated and is ready for publication to the media.

2. CompafHa Panamefla de Aviaci6n, SA (Copa Airlines) will notify the families of the

passengers prior to any public notice of the names of the 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 under Vision 100- Century

of Aviation Reauthorization Act (P.L.108-176, 117 Stat. 2490). Campania Panamena de

Aviaci6n, SA (Copa Airlines) has contracted with Kenyon International Emergency

Services, Inc. to provide services in support of notification requirements.

a) As each name on the manifest is verified, the passenger's name will be assigned

to atrained team member who is responsible for notifying the family.

b) Sources of information that team members may use to obtain family member

contact information include:

1) Travel agency phone numbers

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Compania Panamefia de Aviaci6n, S.A. (Copa Airlines)'s Family Assistance Plan

2) Inbound phone calls

3) Passport information

4) Airline Frequent Flyer program

3. Companla Panamena de Aviaci6n, SA (Copa Airlines) will provide notification to the

family of a passenger as soon as Companla Panamena de Aviaci6n, SA (Copa Airlines)

has verified that the passenger was aboard the aircraft (whether or not the names of all

the passengershave been verified) and to the extent practicable in person.

4. Companla Panamena de Aviaci6n, SA (Copa Airlines) 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 for the accident 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 "Preliminary information NOTfor Public Release."

S. Compania Panamena de Aviaci6n, SA (Copa Airlines) will consult with the family of

each passenger regarding the disposition of all remains and personal effects of the

passenger within the control of Compania Panamena de Aviacl6n, SA (Copa Airlines).

Compania Panamena de Aviaci6n, SA (Copa Airlines) has contracted with Kenyon

International Emergency Services, Inc. to provide services In support of all human

remains and personal effects Issues.

6. If requested by the family of a passenger, Companla Panamena de Aviaci6n, SA (Copa

Airlines) will return any possession of the passenger. within the control of Compania

Panamena de Aviaci6n, SA (Copa Airlines), to the family unless the possession is

needed for the accident investigation or any criminal Investigation. Compania

Panamena de Avlaci6n, SA (Copa Airlines) has contracted with Kenyon International

Emergency Services, Inc. to provide services in support of all personal effects issues.

7. Compania Panamena de Aviaci6n, SA (Copa Airlines) will retain any unclaimed

possession of a passenger, within the control of Compania Panamena de Aviacion, SA

(Copa Airlines), for at least 18 months. Companla Panamena de Aviaci6n, S.A~ (Copa

Airlines) has contracted with Kenyon International Emergency Services, Inc. to provide

services In support of all personal effects issues.

8. Campania Panamena de Aviaci6n, SA (Copa Airlines) will consult with the family of

each passenger about construction by Companla Panamena de Aviacion, SA (Copa

Airlines) of any monument to the passengers. including any inscription on the

monument.

.2.
Compafifa Panamefia de Aviaci6n, S.A. (Copa Airlines)'s Family Assistance Plan

9. The treatment of families of non-revenue passengers (and any other victim of the

accident) will be the same as the treatment of the families of revenue passengers.

10. Compania Panamena de Aviaci6n, SA (Copa Airlines) 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. Companla Panamena de Aviaci6n, SA (Copa Airlines) wili provide reasonable

compensation to any organization designated under 49 U.S.C.Section 1136(a)(2) for

services provided to or on behalf of Compania Panamena de Aviaci6n, SA (Copa

Airlines) by that organization.

12. CompaiHa Panamena de Aviaci6n, SA (Copa Airlines) will assist the family of a

passenger in traveling to the location of the accident and provide for the physical care of

the family while the family is staying at such location.

13. Compania Panamena de AViaci6n, SA (CopaAirlines) will commit sufficient resources to

carry out our Family Assistance Plan.

14. Compania Panamena de AViacl6n, SA (Copa Airlines) will communicate a proposal of

appropriate substitute measures in the event we wish not to comply with paragraph 10,

11 & 12.

15. Companla Panamena de Aviaci6n, SA (CopaAirlines) provides adequate training to the

employees and agents of Companfa Panamena de Avlaci6n, SA (Copa Airlines) to meet

the needs of survivors and family members following an accident.

16. In the event that Compania Panamena de Aviaci6n, SA (Copa Airlines) volunteers

assistance to United States citizens within the United States with respect to an aircraft

accident outside the United States involving major loss of life, Compania Panamena de

Aviaci6n, SA (Copa Airlines) will consult with the National Transportation Safety Board

and the Department of State on the provision of the assistance.

17. In the event that Companla Panamena de Aviaci6n, SA (Copa Airlines) is involved in an

accident that results In significant damage to a man-made structure of other property

on the ground Companla Panamena de Avlaci6n, SA (Copa Airlines) will promptly

provide notice, in writing to the owner of the structure or other property about liability

for any property damage and means for obtaining compensation. The written notice

shall advise an owner to contact the insurer of the property as the authoritative source

for information about coverage and compensation. To not rely on unofficial information

offered by foreign air carrier representative about compensation by the foreign air

carrier for accident site property damage. Obtain photographic or other detailed

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Compania Panamefia de Aviaci6n, S.A. (Copa Airlines)'s Family Assistance Plan

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

restriction on accessto the accident site.

18. In the event an accident occurs Involving Compafifa Panamefia de Avlaci6n, S.A. (Copa

Airlines) and which the NTSBconducts a public hearing or comparable proceeding at a

location greater that 80 miles from the accident site, Compafifa Panamefia de Aviaci6n,

S.A. (Copa Airlines) will ensure that proceedings will be available simultaneously by

electronic means at a location open to the public at both the origin city and destination

city of the Compafiia Panamefia de Aviaci6n, S.A. (Copa Airlines) flight if both are

located in the United States.

.4.