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May 10, 2012

BY ELECTRONIC SUBMISSION

Docket DOT-OST-1996-1960

Docket Operations Facility

U.S. Department of Transportation

West Building Ground Floor, Room W12-140

1200 New Jersey Avenue, SE

Washington, DC 20590

BY OVERNIGHT DELIVERY

Erik Grosof

Office of Transportation Disaster Assistance

National Transportation Safety Board

490 L’Enfant Plaza East, SW

Washington, DC 20594

Re: Plan to Address the Needs of Families of Passengers Involved in Aircraft Accidents --

Submission of Plan for People Express Airlines, Inc.

Ladies and Gentlemen:

Pursuant to 49 U.S.C. § 41113(b) and DOT’s Notice dated January 20, 2004, People Express

Airlines, Inc. (“People Express”) hereby submits its plan to address the needs of families of

passengers involved in accidents that involve aircraft under the operational control of People

Express (“Plan”). The enclosed Plan describes procedures that comply with the requirements of

the Aviation Disaster Family Assistance Act of 1996, as amended by the Wendell H. Ford Aviation

Investment and Reform Act for the 21st Century (AIR-21) and the Vision 100-Century of Aviation

Reauthorization Act.

People Express may be reached at (deleted from DOT version of letter) with

questions regarding the enclosed Plan. People Express will provide the NTSB with a 24-hour

operations center telephone number for use in the event of an emergency as soon as it has been

established. In addition, please feel free to contact the undersigned if any questions arise

concerning People Express’s operations or the procedures described in the enclosed Plan.

Sincerely,

Robert E. Cohn

Counsel for People Express Airlines, Inc.

Enclosure

cc: Michael Morisi, President, People Express Airlines, Inc.
PEOPLE EXPRESS AIRLINES, INC.

FAMILY ASSISTANCE PLAN

Introduction

This plan is being submitted to the Secretary of Transportation and the Chairman of the National

Transportation Safety Board (“NTSB”) in response to the Aviation Disaster Family Assistance Act of 1996

(hereinafter referred to as the “Act”), as amended by the Wendell H Ford Aviation Investment and Reform

Act for the 21st Century (AIR-21) and the Vision 100-Century of Aviation Reauthorization Act.

This Family Assistance Plan describes the methods by which People Express Airlines, Inc.

(“PEOPLExpress”) in cooperation with the NTSB, other governmental agencies, and designated

independent organizations, will provide family assistance after an aviation accident resulting in a major

loss of life involving a flight operated by PEOPLExpress. The purpose of this plan is to ensure that

PEOPLExpress’s efforts are made in the best interests of survivors and families and to respect the

cultural and religious backgrounds of survivors and families.

This assistance is provided to families without regard to an individual’s status as a revenue customer,

non-revenue customer or crewmember. This plan exceeds the minimum provisions of the Act.

Certain specialized services that are required following an accident may be accomplished on behalf of

PEOPLExpress by vendors having expertise in those areas.

Overview of the PEOPLExpress Emergency Plan

In the event of an aircraft accident anywhere in the world involving PEOPLExpress aircraft, the

PEOPLExpress Emergency Plan would be activated and an emergency organization established within

the company to coordinate and manage the company’s response.

This would involve the following:

 Establishing an Emergency Operations Center to manage and coordinate the response.

 Establishing a Public Affairs Information Office to handle all media inquiries and issue all press

releases.

 Dispatching emergency teams to the accident site. Teams will be responsible for assisting the

government accredited accident investigators with the investigation and assisting all passengers

onboard the affected flight regardless of status.

Pre-Response Planning

PEOPLExpress has prepared and keeps current a list of persons who are trained and identified to assist

with survivor and family assistance responsibilities. This training includes:

 An understanding of the range of physical and emotional reactions to trauma, including the

possibility of long-term consequences such as post-traumatic stress disorder, and the benefits of

an appropriate response.

 An understanding of the range of information needs of the survivors and family members and the

skills needed to deliver clear and accurate information in a timely and sensitive manner.

 The skills to assist special categories of affected groups and individuals such as children and

teenagers, the elderly, parents and adults who congregate at the airport(s).

 Ability to maintain the appropriate demeanor while assisting people who are suffering from a

traumatic event. This requires a caring, non-judgmental and compassionate attitude of response

to reactions that may include extreme sorrow, anger and unreasonable demands.
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 Ability to recognize when an individual’s response indicates a need for mental health counseling

and assistance.

Training for Air Carrier Personnel

Air Carrier employees and/or any third party contractors are adequately trained to meet the needs of

survivors and family members. This training includes:

 The importance of clear, concise and timely information conveyed to family members and

survivors.

 The need for confidentiality and sensitivity in all aspects of dealing with the family members and

survivors.

 All the requirements identified in the above pre-response planning.

 Simulations, drills and exercises conducted in coordination with authorities that have emergency

responsibilities.

Emergency training is also a part of PEOPLExpress’s customer assistance training provided to personnel

in public-contact positions as we recognize that families may call any reservations center or may need

assistance at airports other than the origin or destination of the flight involved in the accident.

Passenger Manifest, Ticket Lift Reconciliation and Notification

Immediately after the accident, PEOPLExpress will begin the process of determining which customers

actually boarded the flight. This will include identifying customers with reservations, standby, re-routed,

non-revenue customers and crew. Persons changing seats and infants traveling without tickets can delay

this process. Upon request by the NTSB, a passenger manifest will be provided to the U.S. government

containing the full names of all passengers onboard the aircraft (based on the best information available

at the time of the request.) This list will be marked “preliminary and unconfirmed” and will be sent to the

Director of Family Support Services designated by the NTSB and to the organization designated under

49 USC section 1136(a)(2) upon request. The list will continue to be updated periodically. Each update

will be given a unique number to distinguish it from previous submissions. PEOPLExpress will solicit from

all passengers a contact name and telephone number. If a passenger chooses to provide this

information, it will be included along with the passenger manifest.

Notification Procedures

PEOPLExpress will initiate family notification as soon as it appears that the individual was on board.

Notification will not be delayed pending verification of passenger names or reconciliation of the

preliminary passenger list. Notification will be made by personnel trained in crisis response and death

notifications. These personnel may be company personnel or third parties contracted to assist

PEOPLExpress in this requirement. Notification activity will continue on a 24-hour basis until completed.

However, identifying and contacting some customers’ next of kin may be delayed depending on the

amount and accuracy of information available. Callers who have inquired about a name appearing on the

manifest will not be contacted until PEOPLExpress is satisfied that the next of kin has been notified.

PEOPLExpress will provide for and publicize via media outlets a reliable, toll-free number for persons

calling within North America and a reliable direct dial number for persons calling from outside of North

America. Either company personnel or third party contractors specifically trained in responding to crisis

situations will staff this number. This number will only handle accident related calls.

PEOPLExpress will not release a customer’s name publicly until after the next of kin has been notified. If

the next of kin requests that the customer’s name not be made public, this information will be relayed to

the NTSB in an effort to honor the request.

PEOPLExpress will make available a secure facility where family members may be gathered to protect

them from unwelcome media and solicitors, as well as to receive updates on information concerning the
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accident. If the family members are present at the facility, they will be notified personally and privately by

personnel trained in crisis response and death notification that their family member was onboard the

aircraft.

In the case of an accident that results in significant damage to a manmade structure or other property on

the ground that is not government-owned, PEOPLExpress will promptly provide 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.

At a minimum, the written notice shall advise an owner (1) to contact the insurer of the property as the

authoritative source for information about coverage and compensation; (2) to not rely on unofficial

information offered by air carrier representatives about compensation by the air carrier for accident-site

property damage; and (3) to obtain photographic or other detailed evidence of property damage as soon

as practicable after the accident, consistent with the restrictions on access to the accident site.

Handling of Personal Effects

PEOPLExpress assures that, if requested by the family of a passenger, all personal effects (regardless of

their condition) that are within PEOPLExpress’s, or an authorized third party’s control will be returned to

the family unless the effects are needed for the accident investigation or a criminal investigation.

PEOPLExpress assures that all unclaimed personal effects will be maintained for a minimum of eighteen

(18) months from the date of the accident. No personal effects will be destroyed until the family members

of the victims have been consulted and the required eighteen-month waiting period has been met.

Processing procedures for personal effects have been established either as an integral part of our

Emergency Response Plan or through the services of a third party contractor. These procedures ensure

that all survivors and families have the opportunity to review the unassociated personal effects in an

attempt to identify them. Providing a photographic album to allow the survivors and families of the victims

to view the pictures at their convenience may satisfy this review requirement. The procedures also will

contain provisions that the survivors and families of victims will be consulted about the disposition of any

personal effects.

Passenger Identification

PEOPLExpress will consult with the family of each passenger fatally injured in the accident about the

disposition of any remains of the passenger that are within the control of PEOPLExpress.

PEOPLExpress will not dispose of any passenger’s remains without first consulting with the victim’s next

of kin. PEOPLExpress will not dispose of any unidentified remains within its control without first

consulting with all family members. PEOPLExpress will do its best to honor the next of kin’s wishes as to

arrangements for remains identified.

Within the United States and its possessions a medical examiner or coroner is responsible for the

identification and disposition of identifiable and unidentifiable human remains. The medical examiner /

coroner will be responsible for releasing the identified remains to the victim’s next of kin. The medical

examiner / coroner will also be responsible for issuing a certificate of death to the family of the deceased

providing cause and circumstances of death. Disaster Mortuary Operational Response Teams (DMORT)

may be activated by the NTSB or third party contractors may be used to assist the medical examiner /

coroner in this process.

Family Access to the Accident Site

It is the responsibility of the NTSB to coordinate a visit to the crash site. If requested, PEOPLExpress will

provide assistance to the NTSB.
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Family Travel and Care Assistance

In the event of an aircraft accident involving fatalities, PEOPLExpress would not actively encourage

families to travel to the accident site. However, PEOPLExpress recognizes that some families will want to

travel to the site of the accident as soon as possible. If this is the case, PEOPLExpress will provide

transportation, lodging, meals, security, communications, incidentals and any other assistance as

required. The number of family members would normally be limited to two, however each circumstance

would be considered on its own merits. Should a memorial service be arranged, then all immediate family

members would be provided these services. Each family traveling to the accident site will be assigned an

individual to assist in providing these services. If appropriate and practicable, they would visit families in

their homes to provide information and assistance.

All passengers onboard the affected aircraft will receive equal treatment. There will be no difference if the

person involved was a full revenue paying passenger, a first class passenger, a staff member, a nonrevenue passenger or crew. The families of the deceased will also be treated equally. Passengers

travelling on a ticket issued by a code share partner (when applicable) will receive the same treatment as

passengers travelling on a ticket issued by PEOPLExpress.

In the case of an accident in which the NTSB conducts a public hearing or comparable proceeding at a

location greater than 80 miles from the accident site, PEOPLExpress will make the proceeding available

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

city of the air carrier’s flight if that city is located in the United States.

Monuments

If the families express a desire for a monument, located at the accident site or another appropriate site,

PEOPLExpress will consult with the families of the deceased regarding its construction, including any

inscription on the monument. All information, comments and concerns collected from the families (along

with the statutory and/ or regulatory requirements or consideration of the place of construction) will be

given careful consideration. Each family will be given a choice of including or not including the

deceased’s name in an inscription of the names in any design. Should that not be feasible, in an effort to

avoid lengthy delays, it may be necessary to implement a plan agreeable to the majority of the families.

The next of kin of the deceased will be given an opportunity to visit the monument when construction is

complete.

Resources for Plan

PEOPLExpress assures that it will commit sufficient resources to carry out this plan. To supplement the

carrier’s own resources, it intends to contract with a crisis management company that is highly skilled in

providing such services to the airline industry and, if appropriate, their strategic partners to assist us in

providing any additional required personnel resources.

Service and Assistance to Families of Passengers and Compensation to Service Organizations

PEOPLExpress assures that it will work with any organization designated under section 1136(a)(2),

currently designated as the American Red Cross (“ARC”), on an ongoing basis to assure that families of

passengers receive an appropriate level of services and assistance following an accident.

PEOPLExpress also assures that it will provide reasonable compensation to any organization designated

under section 1136(a)(2), currently designated as the ARC, for services and assistance provided by the

organization.
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Consultation Concerning Assistance to U.S. Citizens

PEOPLExpress will, where it volunteers assistance to United States citizens within the United States with

respect to an aircraft accident outside the United States involving a major loss of life, consult with the

NTSB and the Department of State on the provision of such assistance.