1001 Pennsylvania Avenue, NW,Washington, DC20004.2595 ;

November 19,2013 VIA ELECTRONIC SUBMISSION Ms. Cheryl F. Collins Program Manager, Docket Operations U.S. Department of Transportation 1200 New Jersey Avenue, SE Room W12-140 Washington, DC 20590 Attn: Docket DOT-OST-I 996-1 960 VIA FEDERAL EXPRESS Mr. Michael Crook Office of Transportation Disaster Assistance National Transportation Safety Board 490 L'Enfant Plaza East, SW Washington, DC 20594 Dear Ms. Collins and Mr. Crook: Re: United Airlines, Inc.

- Family Assistance Plan Pursuant to the Aviation Disaster Family Assistance Act of 1996, the Wendell H. Ford Aviation Investment and Reform Act for the 21st Century, and the Vision 100-Century of Aviation Reauthorization Act, United Airlines, Inc. respectfully submits the enclosed Family Assistance Plan on behalf of United Airlines, Inc. and its wholly-owned subsidiaries, Continental Microncsia, Inc. and Air Micronesia, Inc.! Please let me know ifyou have any questions or concerns regarding this Family. Assistance Plan. Respectfullysub
. F. Murphy Counsel for United Airlines, Inc. Enclosure
This Family Assistance Plan supersedes any plan previously submitted by United Air Lines, Inc., Continental Airlines, Inc., Continental Micronesia, Inc. or Air Micronesia, Inc. Crowell & Moring LLP • www.croweU.com • Washington, DC • New York • San Francisco • Los Angeles • Orange County • Anchorage • London • B~ussels

# UNITED AIRLINES, INC.

FAMILY ASSISTANCE PLAN NOVEMBER 2013

This Family Assistance Plan is submitted in compliance with the Aviation Disaster Family Assistance Act of 1996,the Wendell H. Ford Aviation Investment and Reform Act forthe 21st Century, and the Vision IOO-Centuryof Aviation Reauthorization Act to identify the Family Assistance Plan established for use by United Airlines, Inc. and its wholly-owned subsidiaries, Continental Micronesia, Inc. and Air Micronesia, Inc. (collectively, "United"). In this plan, United uses the organized procedures that have been put into place to best meet the needs of customers andfamilies as outlined inthe above-referencedlegislation. United's plan to assist those affected by an aviation disaster is part of a larger organized effort that includes the National Transportation Safety Board and many other government agencies to provide thehighest level ofsupportto survivors andfamily members. In addition, with respect to certain airlines operating asUnited Express carriers, Unitedhas been contracted to activate its Family Assistance Plan. United's Family Assistance Plan may also be implemented upon request from a StarAlliance Partnerinvolved in an accident on a flightto or from the United States or U.S. territories. An up-to-date list of United Express carriers and United's StarAlliance Partners is available at: www.united.com.

Page I of4United

- FamilyAssistance Plan

1. After an aviation disaster covered by United's Family Assistance Plan, United will publicize a reliable, toll-free telephone number, and will provide staff to handle calls fromthe families ofthepassengers. a) United's Customer Contact Center will be immediately notified by the Network Operations Centerwhen anaccidenthas occurred. b) The Customer Contact Center will activate a toll-free telephone number which hasbeen designated specificallyforpublic inquiriesregarding the accident. c) Upon activation, the CustomerContactCenterwill: I) Advise Customer Contact personnel that the toll-free number has been activated andto preparetobegin answering telephone calls. 2) Advise Corporate Communications the toll-free number has been activated and isready forpublicationto themedia. 2. United will notify the families ofthe passengers prior to anypublic notice ofthe names ofthe passengers, either by utilizing the services ofthe organization designated for the accident under 49 U.S.C. 

### S 1136(a)(2) or the services of other suitably trained individuals. a) As each name on the manifest is verified, the passenger's name will be assigned to atrainedTeam Memberwho isresponsible fornotifying the family. b) Team Members may use various sources ofinformation, including the following, to obtainfamily member contactinformation: I) Phone numbers inthereservation 2) TravelAgency phone numbers 3) Frequent Flyer account information 4) Inbound phone calls 5) Passport information 3. Notification to the family of a passenger will be provided by United as soon as United has verifiedthat thepassenger was aboardtheaircraft (whetherornotthenames ofallthe passengers havebeenverified) and,tothe extentpracticable, inperson. 4. United will provide to the director offamily support services designated forthe accident under49 U.S.C. 

### S 1136(a)(l) andtothe organizationdesignatedforthe accidentunder49 U.S.C. 

### S 1136(a)(2), immediately upon request, a list (which is based on the best Page2of4United

- Family Assistance Plan

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. 5. United will consult with the family of each passenger regarding the disposition of all remains and personal effects ofthe passenger within the control of United. 6. Ifrequested by the family of apassenger, United will return any possession (regardless of its condition) of the passenger, within the control of United, to the family unless the possession is needed for the accident investigation or any criminal investigation. 7. Any unclaimed possession of a passenger, within the control of United, will be retained by United for at least 18 months. 8. United will consult with the family of each passenger about construction by United of any monument to the passengers, including any inscription on the monument. 9. The treatment of families of non-revenue passengers (and any other victim of the accident) will be the same as the treatment ofthe families ofrevenue passengers. 10. United will work with any organization designated under 49 U.S.C. ~ 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. United will provide reasonable compensation to any organization designated under 49 U.S.C. ~ 1136(a)(2) for services provided to or on behalf ofUnited by the organization. 12. United will assist the family of a passenger in traveling to the location ofthe accident and provide for the physical care ofthe family while the family is staying at such location. 13. United will commit sufficient resources to carry out its Family Assistance Plan. 14. Upon request of the family of a passenger, United will inform the family of whether the passenger's name appeared on apreliminary passenger manifest for the flight involved in the accident whether or not the name ofthat person has been verified. 15. United has and will continue to provide adequate training to the employees and agents of United to meet the needs of survivors and family members following an accident. 16. In the event that United 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, United will consult with the National Transportation Safety Board and the Department of State on the provision ofthe assistance. 17. In the case of an accident that results in significant damage to a man-made structure or

.other property on the ground that is not government owned, United will promptly provide
Page 3 01'4United

-Family Assistance Plan

notice, inwriting, to the extentpracticable, directly to the owner ofthe structure orother property about liability for any property damage and means for obtaining compensation. Suchwritten noticewill advise anowner: (a) To contact the insurer ofthe property as the authoritative source for information aboutcoverage andcompensation; (b) Not to rely on unofficial information offered by United representatives about compensation byUnited foraccident-siteproperty damage; and (c) To obtain photographic or other detailed evidence ofproperty damage as soon as possible after the accident, consistent with restrictions on access to the accident site. J8. Inthe case ofan accident in whichthe National Transportation SafetyBoard conducts a public hearing or comparable proceeding at a location greater than 80 miles from the accident site, United will ensurethat theproceeding is made available simultaneously by electronic means at a location open to the public at both the origin city and destination city ofthe flight ifthat cityis locatedintheUnited States.

Page4of4