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:

o,i: 30>,

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,

~J---...- 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, Security and --,_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 Plan for Aviation Disasters.

In the event of an accident invoiving a Pinnacle aircraft operated on behalf of Delta Air Lines,

Inc., both the Delta and Pinnacle emergency response plans will 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 Recovery and Safety

Jim Whitelaw, General Manager - Service Recovery Reservations

Lamar McEwen, Manager - Emergency Planning and Operations

Bill Dirring, Program Manager - Care Team

LM:fb
Family Assistance Plan

Un/ZOO?
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 I 996 and all subsequent revisions.

Certain specialized services that are required following an accident may be accomplished on

behalf of Delta by vendors having expertise in those areas.

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A.Delta

Family Assistance Plan

Page 2

Pre-Response Planning

Committing Sufficient Resources

Delta Air Lines maintains comprehensive emergency response and family assistance programs

which utilize a broad spectrum of human 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 of the 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

a backup 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 of this 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 it periodically. 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 of information 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. If the

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 for the positive identification of fatalities and

will provide official notification of death to the family,In cases where local capacity is exceeded,

this task may be supplementedby members ofthe disastermortuaryteam, For injured customers,

the hospital is responsible for periodic status updates and either the hospital or Delta will

continue to advise the families,

Family Access to the Accident Site

The Family Assistance Center 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 Delta Care Team volunteers 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 hospitals, If a family prefers, Care Team volunteerswill be available to travel to the family's

home or other location to provide personal assistance, communications, and logistical support,

Professional counseling services will be made available through Delta's close coordination with

the designated organization responsible for family care and mental health.

Delta will make provisions for a joint family support operations center to include space,

communications, and logistical support for federal and the designated organization's staff. Delta

will endeavor to secure a snitable facility to protect 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, Delta 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.

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 Family Assistance Center representatives who will continue to maintain

contact with and provide support for families asrequired.

111712007
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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 of plans 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 of those items regardless of their condition.

Because specialized services such as the cleaning and restoration of personal 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 a plan agreeable to the majority of the 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

Delta will assure that, following an accident, any proceeding or public hearing, conducted by the

National Transportation Safety Board, which is located greater than 80 miles from the accident

site, will be made available through electronic means to the public at the origin city and

destination city ofthe flight if that city is located in the United States.

Aircraft Accidents outside the United States

Delta will consult with the National Transportation Safety Board and the Department of State in

the event assistance is offered to United States citizens within the US with regards to an aircraft

accident outside the United States involvingmajor loss of life.

Relationship with Designated Independent Organization

Delta will establish a working relationship with the independent, non-profit organization that the

NTSB designates under section 1136(a)(2) of Title VII, Section 703 of the Federal Aviation

Reauthorization Act of 1996. The goals of the partnership will be to ensure that mental health

and counseling services to families, as well as any other appropriate services, are provided

following an accident.

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 1996 for services provided by the 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 and expensesto accompany the organization's invoice.

Ground Property Damage

In the event of an accident that results in significant damage to property on the ground that is not

government-owned, Delta will advise the owner, in writing to the extent practicable about

liability for any property damage and means for obtaining compensation. The notice will advise

the property owner to contact the insurer of the property for information about coverage and

compensation for the damage and to obtain photographic or other detailed evidence of property

damage as soon as possible after the accident.

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A Delta

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

11/7/2007