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 agents 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 EUROLOT

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 destination 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 Manager. 

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 traveling 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 will 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 appropriate 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 Information. 

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 died, 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 families. 

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 accommodations 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 hearing 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 city 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 to 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; and 
d) 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 obtaining compensation. 

8.2 Such notice will advise the owner to contact the insurer of the property as the 

authoritative source for information about coverage and compensation and not rely on 

unofficial information offered by EUROLOT representatives about compensation 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 Organization. 

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 through 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; and 
9.4. EUROLOT will participate 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. 

10.1. EUROLOT will consult with the NTSB and the Department 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 EUROLOT will coordinate with any carrier with whom it maintains a code-sharing 

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 victims 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.