# 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 1200New JerseyAvenue, S.E. Washington, D.C.20S90
DearSirs: Copa Airlines Apartado 0816-06819 Panama, Rep. de Panama

With this letter ComparHa Panamena de Aviaci6n, SA (CopaAirlines) updates the letter of compliance of the requirements as per the 49 USCPart 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 FamilyTelephone 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 (CopaAirlines) is a member carrier of the Star Alliance, and assuch, and per statutes of the alliance agreement, we will receive support and assistance from United Airlines if one of our aircraft isinvolved in an accident inthe United States and such support is requested byour airline. This letter and compliance document replaces in whole any previous documents in reference to this subject matter.

ASTAR ALLIANCE MEMBER 

## v:.tTrusting you will find these documents to be in order,

Truly yours, Campania Panamefia deAviacl6n, S.A.(CapaAirlines)

Emergency ManagementCompania Panamefia de Aviaci6n, S.A. (Copa Airlines)'s Family Assistance Plan Campania Panamefla deAviation, S.A.(CopaAirlines) Compaflia Panamena de Aviaci6n, SA (CopaAirlines)'s plan to assist those affected by an aviation disaster ispart of a larger organized effort, which includesthe National Transportation Safety Board and many other government agenciesto provide the highest level of support to survivors andfamily members. 1. After an aviation disaster involving a Campania Panamena de Aviatl6n, SA (Copa Airlines) aircraft, Campania Panamena de Aviaci6n, SA (CopaAirlines) will publicize a reliable. toll-free telephone number, and will provide staff to handle calls from the families 'ofthe passengers. CampaniaPanamena de Aviation, SA (CopaAirlines) has contracted with Kenyon International Emergency Services, Inc. to provide services in support of CallCenter requirements. a) Campania Panamefla deAviaci6n, SA (CopaAirlines) will immediately notify the Kenyon CallCenterwhen anaccident 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 KenyonCallCenterwill: 1) Advise call center personnel that the toll-free number hasbeen activated and to prepare to begin answering telephone calls. 2) Advise CompafHa Panamena de AViaci6n, SA (Copa Airlines) the toll-free number hasbeen activated and isreadyfor publication to the media. 2. CompafHa Panamefla de Aviaci6n, SA (Copa Airlines) will notify the families of the passengersprior to any public notice of the namesof the passengers, either by utilizing the services of the organization designated for the accident under 49 U.S.C.Section 1136(a)(2) orthe servicesof other suitably trained individuals under Vision 100- Century of Aviation Reauthorization Act (P.L.108-176, 117 Stat. 2490). Campania Panamenade Aviaci6n, SA (Copa Airlines) has contracted with Kenyon International Emergency Services, Inc.to provide services in support of notification requirements. a) Aseach name on the manifest isverified, the passenger's name will be assigned to atrained team member who isresponsible for notifying the family. b) Sources of information that team members may useto obtain family member contact information include: 1) Travel agencyphone numbers

- 1 -Compania Panamefia de Aviaci6n, S.A. (Copa Airlines)'s Family Assistance Plan
2) Inbound phone calls 3) Passportinformation 4) Airline Frequent Flyerprogram 3. Companla Panamena de Aviaci6n, SA (CopaAirlines) will provide notification to the family of a passenger assoon asCompanla Panamenade Aviaci6n, SA (CopaAirlines) hasverified that the passengerwasaboard the aircraft (whether or not the namesof all the passengershave been verified) andto the extent practicable in person. 4. Companla Panamena de Aviaci6n, SA (Copa Airlines) will provide to the Office of Transportation DisasterAssistance 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 nameshavebeenverified). andwill periodically update the list. This listwill alsobe marked "Preliminary information NOTfor Public Release." S. Compania Panamena de Aviaci6n, SA (CopaAirlines) will consult with the family of each passenger regarding the disposition of all remains and personal effects of the passengerwithin the control of Compania Panamena de Aviacl6n, SA (CopaAirlines). 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 bythe 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 (CopaAirlines) has contracted with Kenyon International EmergencyServices, Inc.to provide servicesin support of all personal effects issues. 7. Compania Panamena de Aviaci6n, SA (Copa Airlines) will retain any unclaimed possessionof a passenger, within the control of Compania Panamena de Aviacion, SA (CopaAirlines), for at least 18 months. Companla Panamena de Aviaci6n, S.A~ (Copa Airlines) hascontracted with Kenyon International Emergency Services, Inc. to provide servicesInsupport of all personal effects issues. 8. Campania Panamena de Aviaci6n, SA (CopaAirlines) 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 bethe same asthe treatment ofthe families of revenue passengers. 10. Compania Panamena de Aviaci6n, SA (CopaAirlines) 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 assistancefollowing 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) bythat organization. 12. CompaiHa Panamena de Aviaci6n, SA (Copa Airlines) will assist the family of a passengerintraveling to the location ofthe accident and provide for the physical careof the family while the family isstaying atsuch location. 13. Compania PanamenadeAViaci6n,SA (CopaAirlines) will commit sufficient resourcesto carry out our FamilyAssistance Plan. 14. Compania Panamena de AViacl6n, SA (CopaAirlines) will communicate a proposal of appropriate substitute measures inthe event we wish not to comply with paragraph 10, 11 & 12. 15. Companla PanamenadeAviaci6n, SA (CopaAirlines) provides adequate training to the employees and agents of Companfa PanamenadeAvlaci6n, SA (CopaAirlines) to meet the needsof survivors andfamily members following an accident. 16. In the event that Compania Panamena de Aviaci6n, SA (Copa Airlines) volunteers assistanceto United States citizens within the United States with respect to an aircraft accident outside the United States involving major lossof life, Compania Panamena de Aviaci6n, SA (CopaAirlines) will consult with the National Transportation Safety Board andthe Department of Stateon the provision ofthe assistance. 17. Inthe event that Companla PanamenadeAviaci6n, SA (CopaAirlines) isinvolved 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 asthe 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 milesfrom the accident site, Compafifa Panamefia deAviaci6n, 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 inthe United States.



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