AmericanAirlines

**~.** 

### American Airlines Family Assistance Plan

Introduction Page 1 14APR14

The Survivor/FamilyAssistance Plan, established pursuanttotheAviation Disaster Family Assistance Act, unites elements from several internal source documents into one policywhich describes the methods by which theAirline* provides assistance to survivors and/orfamily members after aviation disasters involving aircraft operated bythe Airline. The Airline utilizes this plan regardless of the accident's location. IftheAirline provides assistanceto United States citizens within the United States as a result of an accident outsidethe United States, theAirline will consult with the appropriate personnel within the National Transportation Safety Board (NTSB) and Department of State on the provision ofthat assistance. Certain specialized services required following an accident may be accomplished on behalf oftheAirline by contractors having expertise in those areas. Principles ofSurvivor/Family Assistance TheAirline subscribes tothe following principles regarding assistance provided to survivors and family members:
• Survivors and families shall be treated with dignity and respect.
• The cultural, religious, and ethnic diversity ofthose involved shall be respected, and accommodated wherever possible.
• Information shall be provided as promptly as possible.
• Wherever possible and appropriate, the wishes ofsurvivors and families shall be the basis for the Airline's actions in all matters associated with the passenger.

*Forthe purposes ofthis document, "the Airline" shall: (i) refer toAmerican Airlines, Inc. ("American") or any of its affiliated and unaffiliated carriers, as applicable, with respect to flights they operatefor American (underAmerican's code); and (ii) not referto US Airways Inc., or any of its affiliated or unaffiliated carriers, operating for American (underAmerican's code).Page 2 14APR14 

### American Airlines Family Assistance Plan

Committing Sufficient Resources AmericanAirlines"'"-

TheAirline maintains corporate, departmental, and local emergency response and family assistance programs that utilize a broad spectrum of human and technological resources in the event of an accident. During such crises, employees are assigned tofunctions including family assistance, accident investigation, media relations, and liaison with government agencies and support organizations. The Airline's resources are directed through a command center network linked by worldwide communications. TheAirline establishes cooperative working relationships between all internal and external organizations involved in the crisis, and has specifically designed its emergency response structureto allow separate management of the crisis and continued safe operation oftheAirline. Initial Notification to the NTSB TheAirline's Flight Safety Department is responsible for the accident notification to the NTSB Communications Center at 202-314-6290. Notification bytheAirline's Flight Safety Departmentwill include:

- Incident location

- Number of passengers and crewmembers onboard based on preliminary departure information

- Number of injured and fatalities (if known)

- Flight number, origination, connection points and final destination

- Domestic or international flight

- Name and telephone number ofthe person/persons in charge ofthe carrier's humanitarian response, passenger manifest reconciliation, and family notification process

- Name, telephone number and location ofthefacility designated as the Family Assistance Center (FAG) and Joint Family Support Operations Center (JFSOC) TheAmerican Airlines Emergency Planning 

### & Response department will provide a courtesy notification to the NTSB Communications Center requesting that the Transportation DisasterAssistanceteam be notified ofthe accident.AmericanAirlines**"~** 

### American Airlines Family Assistance Plan

' '' .,,, '

1,;)3**;~** Training Page 3 14APR14

The Airline's emergency response involves numerous departments across the entire corporate structure. Employees who internally support emergency response efforts receive departmental training on accomplishing specific tasks. TheAirline has ongoing training programs designed to help prepare employees who directly assist survivors and/or family members following an aircraft accident. Current and planned training includes: CustomerAssistance Relief Effort (CARE) training for CARE Team Members
• Periodic recurrent training for CARE Team Members • Local Station Emergency Plan training for selected managers and supervisors CustomerAssistance Relief Effort (CARE) The Airline's primary mechanism for assisting survivors and/orfamily members is the Customer Assistance Relief Effort (CARE). Comprised of approximately 1,000 of speciallytrained volunteer employees, CARE provides a conduit of communication between theAirline and survivors and/orfamily members following an accident, and facilitates necessarytasks. TheAirline holds CARE training classes several times each year. Thetraining prepares CARE Team Members to assist survivors and/orfamilies following an aviation emergency or accident. Training topics include:
• Background and history ofthe CARE program • The unique nature of aviation disasters • Crisis communications skills • Making initial contact • Howto relate effectively with highly distressed people • Logistics • Crisis management • Ensuring one's own well-being Periodic recurrent training refreshes team members' skills and provides information and guidance on relevant issues.Page4 14APR14 

### American Airlines Family Assistance Plan

Uniform Provision ofAssistance AmericanAirlines'\....

TheAirline provides assistance to passengers and crewmembers, including employees of air carriers, and their respective family members, without regard to an individual's status as a revenue customer, non-revenue passenger, or crewmember; whetherthe person paid forthe transportation, occupied a seat, or held a reservation forthe flight. Managing Telephone Inquiries TheAirline will establish and publicize a dedicated toll-freetelephone number within one hour after its Integrated Operations Control Center confirms that an aircraft operated by the Airline has been involved in an accident and thatthere are serious injuries and/or fatalities. The toll-free numberwill be staffed by the Initial Response Group, which is comprised of hundreds of specially trained reservations agents. Depending on call volume, routine reservations calls will be redistributed to other reservations centers. Initial Response Group members will answer questions, provide information authorized for release bytheAirline, and gather relevant information. They will also have access to a preliminary passenger manifestforthe purpose of identifying callers whose family members are believed to be aboard the accident flight. Once such callers are identified, asecond group ofvolunteers who are fully CAREtrained and known as the RES CARE Team will establish contact as rapidly as possible with the immediate family ofthose believed to be aboard. TheAirline will then provide a separatetoll-free numberto survivors and/or family members through which they can reach the RES CARE Team directly.AmericanAirlines"" 

### American Airlines Family Assistance Plan

Notification and Preliminary Passenger List Page 5 14APR14

For notification purposes, theAirline utilizes a preliminary passenger manifest comprised of passenger names and seat numbers. The Airline's Initial Response Group compares the names provided by callers to names appearing on this preliminary passenger manifest, and the Airline's CARE Team promptly acknowledges the presence of a specific name to callers who have identified themselves as (and apparently are) immediate family members. TheAirline rapidly distributes the preliminary passenger manifest internally sothe notification process can proceed while the list is further verified. Verification involves comparing ticket coupons and otherverifying data atthe departure airportto the list ofthose individuals holding reservations or desiring standby space aboard the flight. Internal distribution ofthe preliminary passenger manifest and associated Passenger Name Records (PNRs) initiates the process of determining the passengers' next-ofkin and establishing contact. This process includes identifying callers who have family members believed to be aboard the accident aircraft as described above and making outbound calls where contact data is available. If calls are received during the brief period before the preliminary list becomes available, theAirlinewill request contact information from all callers and contact the immediate family ofthose believed to be aboard oncethe preliminary passenger manifest is received. Oncecontact is established, specific CARE Team Members are dedicated to each survivor and family, and are available to travel totheir location to offer personal assistance and logistical support. Ensuring Prompt Notification TheAirline, including the CARE Team, mobilizes as rapidly as possible, and will promptly attempt to establish contact with survivors and/orthe immediatefamily of any passengerwhose name appears on the passenger list. TheAirline will notify passengers' families ofthe passenger's presence aboard the aircraft promptly when that information is available, whether or notthe names of all passengers on board the aircraft are available.Page 6 14APR14 

### American Airlines Family Assistance Plan

Provision of Passenger List AmericanAirlines'\...

Immediately upon request, theAirline will provide to the authorities described below a list of names of passengers that its records indicate were aboard the aircraft (based on the best information available atthe time ofthe request). TheAirline will transmitthis information tothe NTSB Director of Transportation Disaster Assistance designated for the accident and to the organization designated forthe accident under section 1136(a) (2) ofTitle VII, Section 703 of the Federal Aviation Reauthorization Act of 1996, and will periodically update the list. Ifforeign nationals are aboard, the Airline will transmit a list oftheir names tothe Department of State. The Emergency Planning & Response department staff is responsible for transmission ofthe passenger list and subsequent updates tothe receiving agencies. Each copy ofthe passenger list will be annotated with the date and time to ensurethe current version is distinguishablefrom previous copies.

Release of Passengerand Crew Names to the Media TheAirline will not release the names of passengers or crew members directlytothe media until after CARE verifies thatthe next-of-kin have been notified. Ifthe next-ofkin requests that a passenger's name not be released to the media, theAirline will honor the request. TheAirline will provide the media with continuous updates on the progress ofthe notification process, such as providing the number of victims' families notified and the remaining to be notified, until the process is complete and all families are notified.AmericanAirlines"' 

### American Airlines Family Assistance Plan

**l,,~meri~an** Airlines



### FamilyAs$i;~ta,nce **Plan.(cGR~!m~ed)**

Travel and Visits to Accident Site Page 7 14APR14

TheAirline will provide for reasonable physical care, accommodations, and transportation for survivors and/or family members. This includes familytravel tothe location ofthe accident ifdesired. TheAirline, through its CARE Team Members, will also maintain regular contact with families who elect nottotravel tothe location of the accident. Upon request, the Airline will work with the responsible authorities to arrange visits tothe accident sitefor survivors and/or family members. Access tothesite may be limited byterrain, biohazard and/or hazardous materials concerns, security measures, or other unforeseen conditions. Tothe extent possible, theAirline will secure a suitablefacilityto isolate survivors and/orfamilies from intrusions by the media and by unwelcome solicitors at the accidentflight's origin and destination, as well as at any connecting airports or en route stops.Page 8 14APR14 

### American Airlines Family Assistance Plan

Assistance atthe Location ofthe Accident AmericanAirlines**~**

TheAirline will secure a suitablefacility to be used as the FamilyAssistance Center (FAC). The FamilyAssistance Centerwill serve to meetthe immediate and shortterm needs offamily members' safety, security, physiological needs (food, sleep), information aboutthe investigation, victim recovery and identification process, and access to crisis/grief counseling services. In addition, the Airline will make provisions for aJoint Family Support Operations Center (JFSOC) to include space, communications, and logistical supportfor the assisting local and federal staff. TheAirline will assist survivors and/orfamily members as theytravel to and from the accident site by informing flight crews and airport personnel thatfamily members are on particular flights. TheAirline will also assistfamilies as they departthe accident location and maintain contact until no longer appropriate. Remains Recovery, identification, and disposition of identifiable and unidentifiable remains is the responsibility of the local medical examiner, coroner, or other designated authority. TheAirline will complywith decisions made by the responsible authority. TheAirline will consult with the next-of-kin and honortheir reasonable wishes for remains identified as those ofthe passenger. Personal Effects TheAirline retains a contractor having expertise in the recovery, cleaning, and restoration of personal effects. For items within the control ofthe Airlinethat are identified by a survivor and/or family member as belonging to a passenger, the Airline or a representative of its contractorwill describe to the survivor or next-of-kin the personal effect and its condition. TheAirline will follow the direction ofthe survivor or next-of-kin as tothe return or other disposition of each item, regardless of its condition. After returning all personal effects that can be associated with a specific passenger, theAirline will retain any unclaimed personal effects that are within its control for no less than 18 months. TheAirline or its contractor will create an inventory ofthese items and storethem.AmericanAirlines'\... 

### American Airlines Family Assistance Plan Page 9 14APR14
Working with Designated Organization TheAirline will establish a liaison with any organization designated under section 1136(a) (2) ofTitle VII, Section 703 ofthe Federal Aviation Reauthorization Act of 1996 on an ongoing basis to ensure that survivors and family members receive an appropriate level ofservices and assistance following each accident. The Airline's CARE Team Members will inquire whethersurvivors and/or family members desire assistancefrom the designated organization responsible forfamily care and mental health, and will coordinate such assistance with that organization. Compensation of Designated Organization TheAirline will provide reasonable compensation to any organization designated under section 1136(a) (2) of Title VII, Section 703 ofthe Federal Aviation Reauthorization Act of 1996 for services provided bythe organization. TheAirline will request a plan oftasks and anticipated expenses prior tothe designated organization's full deployment. The designated organization should consultwith theAirline as costs are incurred. Material changes to the plan or unanticipated expenses should be coordinated with the Airline's Integrated Operations Control Center. TheAirline will expect an itemized listing of services rendered and expenses to accompany the organization's invoice. Monuments TheAirline will consult with survivors and/orthefamily of each passenger about construction by theAirline of any monument to the passengers, including any inscription on the monument. Should a monument be constructed, the Airline will consider all feedbackfrom survivors and/orfamilies along with the statutory and/or regulatory requirements or considerations ofthe place of construction. While it is preferable to have every survivor and/orfamily agree with the specific design, it may not be possibleto obtain afull consensus. To avoid lengthydelays, the Airline will implement a plan agreeable tothe majority. Each survivor and/orfamily will be given a choice of including or not including the passenger's name if inscription ofthe names is planned in the agreed design. 

### IPage 10 14APR14 

### American Airlines Family Assistance Plan AmericanAirlines'\...

Survivors and/or next-of-kin will be given an opportunityto visitthe monumentwhen construction is complete. Vision 100 Ifan accident results in significant damage to a manmade structure or other property on the ground that is not government-owned, theAirline will: Promptly provide, tothe extent practicable, written noticetothe property owner regarding any liabilityfor property damage and means for obtaining compensation. The notice shall advise an owner:
• to contactthe insurer of the property as the authoritative sourcefor information about coverage and compensation • to not rely on unofficial information offered by air carrier representatives about compensation bythe air carrierfor accident-site property damage • to obtain photographic or other detailed evidence of property damage as soon as possible after the accident, consistent with access restrictions at the site In the event 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 accidentsite, the Airline will:
• Ensure that the proceeding is made available simultaneously by electronic means at a location open tothe public at the origin city and destination city ofthe air carrier's flight ifthat city is located in the United States Conclusion TheAirline originally developed the Survivor/FamilyAssistance Plan in cooperation with the following:
• Survivors and family members of past accidents; • The National Transportation Safety Board; • Airlines ForAmerica and its member carriers; • TheAmerican Red Cross; • The Department of Health and Human Services; and • The Department of State TheAirline actively supports ongoing industry efforts to ensure that survivors and families receive prompt and effective assistancefollowing aviation disasters.