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 if you 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 for the 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 and families as outlined in the above-referenced legislation.

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 the highest level of support to survivors and family members.

In addition, with respect to certain airlines operating as United Express carriers, United has been

contracted to activate its Family Assistance Plan. United's Family Assistance Plan may also be

implemented upon request from a Star Alliance Partner involved in an accident on a flight to or

from the United States or U.S. territories. An up-to-date list of United Express carriers and

United's Star Alliance Partners is available at: www.united.com.

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United - Family Assistance 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

from the families of the passengers.

a) United's Customer Contact Center will be immediately notified by the Network

Operations Center when an accident has occurred.

b) The Customer Contact Center will activate a toll-free telephone number which

has been designated specifically for public inquiries regarding the accident.

c) Upon activation, the Customer Contact Center will:

I) Advise Customer Contact personnel that the toll-free number has been

activated and to prepare to begin answering telephone calls.

2) Advise Corporate Communications the toll-free number has been activated

and is ready for publication to the media.

2. United 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. 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 a trained Team Member who is responsible for notifying the family.

b) Team Members may use various sources of information, including the following,

to obtain family member contact information:

I) Phone numbers in the reservation

2) Travel Agency 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 verified that the passenger was aboard the aircraft (whether or not the names of all the

passengers have been verified) and, to the extent practicable, in person.

4. United will provide to the director of family support services designated for the accident

under 49 U.S.C. S 1136(a)(l) and to the organization designated for the accident under 49

U.S.C. S 1136(a)(2), immediately upon request, a list (which is based on the best

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United - 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 of the passenger within the control of United.

6. If requested by the family of a passenger, 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 of the families of revenue 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 of United by the organization.

12. United 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. 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 a preliminary passenger manifest for the flight involved in

the accident whether or not the name of that 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 of the 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

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United - Family Assistance Plan

notice, in writing, to the extent practicable, directly to the owner of the structure or other

property about liability for any property damage and means for obtaining compensation.

Such written notice will advise an owner:

(a) To contact the insurer of the property as the authoritative source for information

about coverage and compensation;

(b) Not to rely on unofficial information offered by United representatives about

compensation by United for accident-site property damage; and

(c) To obtain photographic or other detailed evidence of property damage as soon as

possible after the accident, consistent with restrictions on access to the accident

site.

J 8. In the case of an accident in which the National Transportation Safety Board conducts a

public hearing or comparable proceeding at a location greater than 80 miles from the

accident site, United will ensure that the proceeding is made available simultaneously by

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

city of the flight ifthat city is located in the United States.

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