EUROLOT

– FAMILY ASSISTANCE PLAN

1

. Overview

. The purpose of this EUROLOT Family Assistance Plan is to: a) provide the guidelines, procedures and training that will enable the personnel to act in the best interest of survivors and victims’ families; b) to treat survivors and families with dignity; and c) to respect the cultural and religious backgrounds of survivors and families.
2. Pre
- Response Planning

. 2.1. EUROLOT will publish the Family Assistance Plan and insert this plan into all appropriate EUROLOT manuals.
2.2. 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. 2.3. Training

. 2.3.1. EUROLOT will assure that its employees and a gents receive adequate training to meet the needs of survivors and family members following an accident. 2.3.2. Training of Family Assistance Personnel will recognize that: a) a list of trained Family Assistance Personnel will be maintained in the EUROLO T Emergency Response Plan; b) personnel who are in public contact positions need to know how to respond to inquires and facilitate responses to them; c) families may seek assistance from the Airline at airports that are neither the origin nor the destina tion of the flight; d) simulations of the Plan will be held annually in addition to participation in local disaster drills; e) EUROLOT will co

- ordinate its plan as appropriate with code share partner; f) after an aviation disaster involving EUROLOT , a toll

- free “800” number will be published for the use of families to inquire about passengers;g) EUROLOT will release the manifest information to the proper NTSB authorities by the designated Coordinators or by local Director or by appropriate Station Man ager. Any other release of manifest information is considered Unauthorized and prohibited; and
h) EUROLOT will inform family members (or family friends or clergy who are with the family) as early as possible after being notified, about importance of obtaining the dental records and dental x

- ray of their lobed one. EUROLOT will ask the family to have the records and x

- rays sent by courier to the address of the family information centre will be located. If the family is coming to the site the next day, the family may arrange to hand carry these documents.

3. Passenger Manifest, Ticket Reconciliation And Notification

. 3.1. In order to determine which passengers actually boarded the flight, EUROLOT personnel immediately after the accident will begin a review of the following:
a) on board passenger manifest;
b) standby passengers;
c) non

- revenue passengers; d) re

- routed passengers;
e) passengers who cancelled their reservations; and
f) jump seat riders.
The process may be delayed by persons travel ing under different names.

3.2. EUROLOT will release, on request, to the NTSB Family Support Services Director a passenger list that reflects available information at the time of the request, and:
a) all personnel involved with the handling of manifest w ill be briefed as to the confidential nature of this information;b) all appropriate manifests and list will be signed as preliminary and unconfirmed with date and time;
c) EUROLOT will update the list; and
d) EUROLOT will coordinate as necessary with a ppropriate authorities family meetings.
3.3. Notification procedures

. As soon as information becomes available on each passenger, that passenger’s family will be notified. Notification to family members will be made prior to release of the passenger’s name to the public and, to the extent practical, in person. Personnel making the notification will be suitably trained as noted in Point 2. of this document. EUROLOT will secure a facility for family members that will insure privacy from solicitors and the media after coordination with NTSB. EUROLOT will provide a joint support operations centre to provide logistical support to the federal staff. As appropriate, EUROLOT will continually monitor the progress of family notification

.
3.4. Confidential Inform ation

. As stated in Point 2 of this document, any unauthorized release of manifest information is prohibited.
4. Passenger Identification

. The medical examiner or coroner is responsible for the positive identification of fatalities. If the victim has di ed, the medical examiner will coordinate with the Disaster Mortuary Team Commander to provide official notification of death to family. For injured passengers, the hospital is responsible for status updates and the hospital or EUROLOT will advise the famil ies.
5. Family Access To The Accident Site

. 5.1. The NTSB has accident site jurisdiction.
5.2. Within the limits that authorities established, EUROLOT will respond to family requests for access to the accident scene.5.3. EUROLOT will assist the family of a passenger in traveling to the location of the accident and provide the family, while the family is staying at such location, with:
a) transportation to and from accident city;
b) transportation to and from accident site;
c) hotel accomm odations at accident city for a reasonable time period; and
d) meal voucher during hotel stay and day of travel to and from the city.
6. Electronic Transmission of Hearing

. 6.1 In the event that the National Transportation Safety Board conducts a hearin g or comparable proceeding at a location greater than 80 miles from the accident site, EUROLOT will arrange for a simultaneous broadcast by electronic means, open to the public, at the origin and destination cities of the flight in question, provided the c ity is located within the United States.

7. Human Remains And Personal Effects

. 7.1. The medical examiner is responsible for the disposition of identifiable and unidentifiable human remains.
7.2. Authorities should return identifiable personal effects t o victim’s family. Authorities should determine disposition of unidentifiable personal effects.

7.3. Personal effects that come into the control of EUROLOT will be handled in the following manner after release from the NTSB:
a) EUROLOT will consult with each family about the disposition of personal effects that

are in EUROLOT ’s control;
b) EUROLOT will return to the family, if requested, any passenger’s possession that is under the control of EUROLOT ; c) EUROLOT will retain for 18 months any unclaimed property of a passenger that is under EUROLOT control; andd) EUROLOT will consult with the families about the construction by EUROLOT of any planned monument, including the inscription on it.
8. Damage to Private Property

.
8.1 In the event that an aviation disaster causes significant damage to a man

- made structure or other property that is not government

- owned, EUROLOT will provide written notice to the owner of such structure or property about liability for property damage and means for obt aining compensation.

8.2 Such n otice will advise the owner to c ontact the insurer of the property as the authoritative source for information about coverage and compensation and n ot rely on unofficial information offered by EUROLOT representatives about c ompensation for property damage.
8.3 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.

9. Relationship With Designated Independent Organ ization

.
9.1. EUROLOT will work with the independent non

- profit organization that is designated under 49 U.S.C. Section 1136(a)(2) to provide mental health and counseling services to families. Mental health services can be coordinated on a local basis thr ough the non

- profit organization. Should long term counseling be required EUROLOT will coordinate with the non

- profit organization appointed by the NTSB, the family and the company providing the service;

9.2. EUROLOT will develop a procedure to pay reasonable compensation to the NTSB designated independent non

- profit organization as required by 49 U.S.C. Section 41113(B)(11);

9.3. EUROLOT will coordinate with family members as to their need for American Red Cross assistance; and9.4. EUROLOT will p articipate in the daily coordination meetings to review daily activities, resolve problem areas and to synchronize future family support operations and activities.
10. Accidents Not Covered By This Plan

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10.1. EUROLOT will consult with the NTSB and the D epartment of State if it voluntarily provides assistance to U.S. citizens in the United States with respect to accidents outside the United States not covered by this plan involving major loss of life.

11. Coordination with Code
- sharing Carriers

.
11.1 EU ROLOT will coordinate with any carrier with whom it maintains a code

- sha ring arrangement (partners). EUROLOT 's policy is that the carrier actually operating the aircraft involved in an aviation disaster is responsible for accident response and care of vict ims and family members.

11.2 Pre

- response undertakings with partners:
a) Provide 24 hour emergency contact information; and
b) Provide a copy of this plan.
11.3 Incident response undertakings:
a) Assist its partner regarding identification of passengers on the aircraft;
b) Coordinate and assist with transportation of family members to accident site; and
c) Coordinate next of kin notification procedures.