# ENDEAVORAIR

August 1, 2013
Docket Section U,S Department of Transportation 1200 New Jersey Avenue SE Washington D,C, 20590 Re Docket OST-1996-1960 To Whom It May Concern: 

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, >, Endeavor Air, Inc. 750n Airline Drive Minneapolis, MN 55450-1101 endeavorair.com

Effective August 1, 2013, Pinnacle Airlines will be changing its name to Endeavor AiL The same support agreement with Delta is in effect with Endeavor Air, as was with Pinnacle Airlines, per the Enclosure dated November 16, 2007, An updated letter that confirms that Delta Air Lines will provide needed resources and support to Endeavor Air will be forthcoming, Pursuant to the Aviation Disaster Family Assistance Act of 1996, as amended by the Wendell H, Ford Aviation Investment and Reform Act and the Vision 100 - Century of Aviation Reauthorization Act, Endeavor Air is hereby submitting its plan for addressing the needs of the families of passengers involved in an accident of an aircraft operated on behalf of Delta Air Lines and covered by that Act In the event of an aircraft accident in North America, the Delta Air Lines Family Assistance Plan will be activated in support of Endeavor AiL Under this agreement, Endeavor Air and Delta Air Lines will continue to work together to ease the burden on families and victims following an aviation disasteL Respectfully Submitted, 

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... - Ryan Gumm President & CEO Endeavor Air, Inc,
ECF/ncb Enclosure

# ADELTA{~)

Michael J. Quiello Delta Air Lines, Inc. Vice President- Corporate 1020 Delta Boulevard Safety, Securityand --,_Atlanta ... GA 303_5~ Compliance

November 16, 2007 Mr. Clive A. Seal Vice President and General Manager Pinnacle Airlines, Inc. 1689 Nonconnah Boulevard Memphis, Tennessee 38132 Dear Mr. Seal: This letter is to confirm that Delta Air Lines, Inc., will provide trained personnel and other resources necessary to support Pinnacle Airline's efforts to provide assistance to victims and surviving family members of an aviation disaster as directed by the Aviation Disaster Family Assistance Act of 1996, as amended by the Wendell H. FordAviation Investment and Reform Act and the Vision 100 - Century of Aviation Reauthorization Act, and the Niltional Transportation Safety Board's Federal Family Assistance Planfor Aviation Disasters. In the event of an accident invoiving a Pinnacle aircraft operated on behalf of Delta Air Lines, Inc., both the Delta and Pinnacleemergency response planswill be activated and the assets that are required to implement those plans will be deployed by Delta to fully support Pinnacle. Sincerely,

cc: Ed Fell, Vice President Compliance and Safety, PinnacleAirlines Steve Scheper, Vice President Reservations Sales and Customer Care Laura Picei, Director. Reservations Operations, Service Recoveryand Safety Jim Whitelaw, General Manager - Service Recovery Reservations Lamar McEwen, Manager - Emergency Planning and Operations Bill Dirring, Program Manager - CareTeam
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# Family Assistance Plan

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# A.Delta

Family Assistance Plan Page I



## Overview The Family Assistance Plan of Delta Air Lines, Inc. (Delta) describes the methods by which Delta, in cooperation with the National Transportation Safely Board (NTSB), other governmental entities, and the designated independent organization, will provide family assistance after an aviation accident involving a flight operated by Delta. The purpose of this plan is to ensure that Delta's efforts are made in the best interests of survivors and families and to respect the privacy, and cultural and religious backgrounds of survivors and families. Delta provides family assistance without regard to an individual's status as a revenue customer, nOD-revenue customer, or crew member. The Delta plan exceeds the minimum provisions of the Aviation Disaster Family Assistance Act of I996 and all subsequent revisions. Certain specialized services that are required following an accident may be accomplished on behalf ofDelta by vendors having expertise in those areas.

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# A.Delta

Family Assistance Plan Page2 

## Pre-Response Planning Committing Sufficient Resources Delta Air Lines maintains comprehensive emergency response and family assistance programs which utilize abroad spectrum ofhuman and technological resources in the event of an accident. During such crises, thousands of specially trained employees throughout the organization 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 a dedicated command center network linked by worldwide communications. Delta maintains cooperative working relationships with the external organizations involved in a crisis and has designed its emergency response structure specifically to allow separate management ofthe crisis while continuing the safe operation ofthe airline. Care Team A special team of organized and trained volunteers called the Delta Care Team has been established to enhance face-to-face communication between Delta and the families affected by an accident and to respond to needs the families may have. These volunteers come from virtually all divisions of the corporation. Every effort is being made to have volunteers in all geographical areas served by Delta around the world and organized in a structure that will allow for immediate mobilization following an accident. The specialized skills of each Care Team volunteer is recorded in a comprehensive data base which is maintained by Delta's Emergency Management office. Training In addition to the intensive training given to the Care Team, emergency response training is also provided to personnel in public contact positions throughout the Delta system. We recognize. that families may call any reservations office or may seek assistance at airports that are neither the origin nor the destination of the flight involved in an accident. As with any training program, enhancements are continually made to include lessons learned from industry partners and mental health professionals. Periodic drills. of Delta's comprehensive emergency response plan are conducted in cooperation with regular airport drills around the world. Our domestic and international code-share partners are included in the planning, organizing, training, and drill opportunities in order to provide a consistent response to families affected by an accident of any of our flights. In addition, Delta and its partners routinely coordinate with federal, state, and local authorities that have emergency responsibilities. Toll-free Telephone Number Delta will establish a toll-free telephone number within 1 hour of our Operations Control Center receiving information indicating that an aircraft operated by Delta or its affiliates has been involved in an event and that there are serious injuries and/or fatalities. This number will be staffed by trained representatives of the Passenger Inquiry Center (PIC) in Atlanta, Georgia with abackup staff in Salt Lake City, Utah. Normal reservations calls can be distributed as needed to other reservations offices to allow the PIC to focus completely on answering accident-related calls.
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# A.Delta

Family Assistance Plan Page 3 

## Customer Manifest, Ticket Reconciliation, and Notification Customer Manifest Immediately after the accident, Delta will begin the process of determining which customers actually boarded the flight. This will include identifying customers with reservations, standby, rerouted, and non-revenue customers. This process may be delayed by persons traveling under different names, changing seats, and infants traveling without tickets. Delta's policy prohibits the unauthorized release ofthis confidential, sensitive manifest information. Upon the request of the NTSB and/or the designated organization, a list of names of customers aboard the aircraft (based upon the best information available at the time of the request) will be sent to the NTSB's director of family support services designated for the accident. The Manager of Delta's Family Assistance Center (pAC) will ensure that the list is marked "preliminary and unconfirmed" and will continue to update itperiodically. If foreign nationals are on board, Delta will provide a list of those names to the United States Department of State. Ticket Reconciliation Reconciling a preliminary customer list is accomplished by comparing ticket coupons and other verifying data at the departure airport to the list of those holding computerized reservations (passenger Name Records) for the flight. Information in the PNRs can also begin the process of determining the customers' next-of-kin and establishing contact. Once this initial reconciliation is complete, the more accurate list is given to the Family Assistance Center, which is located in the Atlanta reservations office, so the notification process can proceed while the list continues to be verified. Preliminary (unverified) Passenger Manifest The Passenger Inquiry Center will have access to the unverified passenger manifest. As PIC representatives speak with families, they will be able to advise them if their loved one is shown on the unverified list. In situations where someone's loved one appears on the list, the PIC staff will forward the caller's information to the more highly trained Family Assistance Center staff. Notifying Customers' Families Specially trained personnel from the Family Assistance Center will notifY the family of each customer as soon as it appears that the individual was on board. We will not wait for all the names of customers to be verified. This activity will continue 24 hours a day. However, identifying and contacting some customers' next-of-kin may be delayed depending on the amount and accuracy ofinformation available. Callers who have inquired about a name appearing on the list will be contacted by the Family Assistance Center until Delta is satisfied that the next ofkin has been notified. As the customer list is validated, family members will be provided with a direct phone number to the Family Assistance Center. Delta will not release a customer's name publicly until the next-of-kin has been notified. Ifthe next-of-kin requests that the customer's name not be made public, Delta will convey that information to the NTSB in an effort to do all possible to honor the request.

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# A Delta

Family Assistance Plan Page 4 

## Customer Identification The medical examiner or coroner is responsible forthe positive identification of fatalities and willprovide officialnotificationofdeathtothefamily,Incaseswherelocal capacityisexceeded, this taskmaybe supplementedby membersofthe disastermortuaryteam, Forinjured customers, the hospital is responsible for periodic status updates and either the hospital or Delta will continueto advisethefamilies,



## Family Access to the Accident Site The Family Assistance Centerwill arrangeforthefamilyofacustomerto travel to the location ofthe accident ifthey so desire, Once atthelocation, specificDeltaCare Team volunteers will be assigned and dedicatedto each familyto coordinatesuchthings as accommodations, ground transportation, communications, the purchase ofpersonal incidentals, and visiting survivors in thehospitals, Ifafamilyprefers, CareTeamvolunteerswillbeavailabletotravelto the family's home or other location to provide personal assistance,communications,and logistical support, Professional counseling serviceswillbe madeavailablethroughDelta's close coordination with thedesignated organizationresponsibleforfamilycareandmentalhealth. Delta will make provisions for a joint family support operations center to include space, communications, andlogistical support forfederalandthe designatedorganization's staff. Delta will endeavorto securea snitablefacilitytoprotectfamiliesfromintrusionsbythemedia andby unwelcome solicitors. The National Transportation Safety Board has accident-sitejurisdiction. Within site security limitations thatthese authorities establish,Deltawillrespondto familyrequests forvisits 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. 

### Care Team volunteers will continue to assist family members as they depart the accident location. After departing the accident location, families will transition from the Care Team volunteers back to the FamilyAssistance Centerrepresentativeswho will continue to maintain contactwith andprovide supportforfamiliesasrequired.

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# A.Delta

Family Assistance Plan Page 5 

## Human Remains and Personal Effects A medical examiner is responsible for the disposition of identifiable and unidentifiable human remains. Disaster mortuary teams may be activated by the NTSB to assist with this process. Delta will comply with decisions made by the responsible authorities and help ensure that families are advised ofplans for disposition. Families' wishes conceming arrangements for their loved ones will be honored. Personal Effects Authorities should return identifiable personal effects to the customer's family rather than having the airline become custodian of them. Local authorities should determine disposition of unidentifiable personal effects. If personal effects come into the airline's control, Delta or its designee will consult with each family about the disposition of the items. Unless advised otherwise, Delta or its designee will describe to the family the condition of each such possession and follow the family's instructions concerning the return or other disposition ofthose items regardless oftheir condition. Because specialized services such as the cleaning and restoration ofpersonal effects may require a certain expertise, Delta may arrange for a qualified contractor to provide these services. After returning all identifiable possessions, unclaimed possessions in Delta's control will be retained for no less than 18 months. Delta or its contractor will create an inventory of these items and carefully store them. Monuments If the families express a desire for a monument at the accident site, Delta will consult with the family of each customer 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 of the place of construction) will be given careful consideration. Each family will be given a choice of including or not including the customer's name if an inscription of the names is planned in the agreed design. Every effort will be made to achieve full agreement of all families on a specific design. Should that not be possible, in an effort to avoid lengthy delays, it may 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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# A.Delta

Family Assistance Plan Page 6 

## Access to Proceedings Deltawill assurethat, followinganaccident,anyproceedingorpublichearing, conductedbythe National Transportation SafetyBoard, which is locatedgreaterthan 80miles fromthe accident site, will be made available through electronic means to the public at the origin city and destinationcityofthe flightifthatcityislocatedintheUnited States.



## Aircraft Accidents outside the United States Deltawill consultwiththeNationalTransportationSafetyBoardandtheDepartmentofState in the event assistance isofferedtoUnited StatescitizenswithintheUS withregardsto anaircraft accidentoutsidetheUnitedStatesinvolvingmajorlossoflife. 

## Relationship with Designated Independent Organization Deltawill establishaworkingrelationshipwiththeindependent,non-profitorganizationthatthe NTSB designates under section 1136(a)(2) ofTitle VII, Section 703 of the Federal Aviation Reauthorization Act of 1996. The goals ofthepartnership willbe to ensurethat mental health and counseling services to families, as well as any other appropriate services, are provided followinganaccident. Compensation of Designated Organization 

### Reasonable compensation will be paid to the NTSB-designated independent, non-profit organization under section 1136(a)(2) of Title VII, Section 703 of the Federal Aviation Reauthorization Act of 1996for servicesprovidedbythe organization. Delta will request and expect a plan of tasks and anticipated expenses prior to the designated organization's full deployment, consultation about costs as they are incurred, and an itemized list of services rendered andexpensesto accompanytheorganization'sinvoice.


## Ground Property Damage Inthe eventofan accidentthatresultsin significantdamagetopropertyonthegroundthatisnot government-owned, Delta will advise the owner, in writing to the extent practicable about liability for anyproperty damageandmeansforobtainingcompensation. Thenoticewill advise the property owner to contact the insurer ofthe property for information about coverage and compensation forthe damageandto obtainphotographicor otherdetailed evidence ofproperty damageas soonaspossibleaftertheaccident.

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# '. ADelta

Family Assistance Plan Page 7 

## Filing Airline Plan with DOT and NTSB Delta Air Lines has filed this Plan as required by the Aviation Disaster Family Assistance Act of 1996 and all subsequent revisions, In addition, Delta has submitted to the National Transportation Safety Board contact telephone numbers at its operations center which can be used by the NTSB 24 hours a day, seven days a week.

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# A.Delta

Family Assistance Plan Page 8 

## Corresponding Items

Aviation Disaster Family Delta Air Lines' Assistance Act of 1996 Familv Assistance Plan Point # I Pre-Response Planning

-Toll-free telephone nwnber Point # 2 Customer Manifest, Ticket Reconciliation, and ! Notification

- NotifunQ' Customers' Families Point # 3 Customer Manifest, Ticket Reconciliation, and Notification

- Notifun" Customers' Families Point #4 Customer Manifest, Ticket Reconciliation, and Notification

- Customer Manifest Point # 5 Human Remains and Personal Effects Point # 6 Human Remains and Personal Effects

-Personal Effects Point # 7 Human Remains and Personal Effects

-Personal Effects Point # 8 Human Remains and Personal Effects

-Monwnents Point # 9 Overview Point # 10 Relationship with Designated Independent Organization Point # II Relationship with Designated Independent Organization

- Comoensation Point # 12 Family Access to the Accident Site Point # 13 Pre-Response Planning

- Committing Sufficient Resources Poiot # 14 Customer Manifest, Ticket Reconciliation, and Notification

- Preliminary Customer Manifest Point # 15 Pre-Response Planning

- Training Point # 16 Aircraft Accidents Outside the United States Point # 17 Access to Proceedings Point # 18 Ground Property Damage

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