THE SPIRITOFALASKA

April 11, 2014 Dockets OST 96-1960-506 US Department of Transportation 400 Seventh Street, SW, Room PL401 Washington, DC 20590

Re: Family Assistance Assurances To whom it may concern: PenAir is submitting its amended Family Assistance Plan addressing 49 U.S.C,41113 with the National Transportation Safety Board and the Department of Transportation. This letter is to update the NTSB website with the current PenAir assurances. if there are any questions concerning the contents of the attached plans, please contact me at

Sincerely, 

# ~.-.- pr~lIden VP Safely/Compliance PenAirTHE SPIRIT OF AL....ASKA 

### Summary of Family Assistance Plan

Provide thefomilies a reliable, publicized, toll-free telephone number with sufficient staff 

### to handle the calls. PenAlr has atoll-free 1-877 number in place reserved for this purpose; the number will be published if an accident occurs. The toll-free number will ring into the PenAircommand center and wJIIbe given the highest priority in the calling system. Checklists and procedures are available in Chapter A.14 of PenAir's Emergency Response Plan. (ERP1.3.C,A.14) Provide and maintain aprocess for notifying thefamiiies of the passengers, before providing any public notice of the names of the passengers and as soon as PenAir has verified the passenger was aboard the aircraft. Following notification of an aircraft accident, PenAir williockdown, verify and send the passenger manifest to PenAir's Emergency Operations Center (EOC). The CARE team isthe Company's primary contact with the family during the response and support period. Theywill assist law enforcement with the initial notification to family members of victims involved in the event. This information is based on the manifest and other available information. (ERP2.1.9, A.S, A.23)
Provide the passenger manifest to the NTSB immediately upon request. During normal business hours, Central Reservations Control (CRC) williockdown, verify, and send the passenger manifest to the EOC;outside normal business hours, Dispatch will perform this task. The passenger manifest will contain the passenger names and crew names. CargowJII lockdown, verify, and send the cargo manifest to the EOC.The cargo manifest wJIIinclude all cargo onboard the aircraft, including dangerous goods. Both manifests will be signed and sent to the NTSB.(ERP2.1.2.H) Passenger's famiiy will be consulted about the disposition ofall remains and personal effects of the passenger within the control ofPenAir.



## '. The Medical Examiner will collect and retain all personal effects on or near a deceasedvictim. If directed bythe FamilyAssistance Coordinator (FAC),the CARE team member may inform the peninsulaairwaysinc: 16100 boeingavenue I anchoragealaska99502L

THE SPIRtT OF"AL-ASKA family that PenAir would, if requested, handle the details of delivering the deceased to their mortuary of choice. The family will need to arrange their own funeral services. (ERP 2.1:10.C)

Assurance that families will be consulted regording disposition ofpersonal effects and passenger possessions will be returned 

### to thefamily upon request. The on-site CAREteam Is responsible for all matters relating to salvage of baggage and personal effects. After the NTSB releases the baggage, the on-site CAREteam will catalog, track and move it to a protected area until otherwise directed by the Emergency Logistics Center (ELC). When appropriate, the Emergency Operations Center (EOC) will authorize the Family Assistance Coordinator (FAC) to ship the salvaged baggage and personal effects to the Anchorage PenAir Headquarters (Attn: Purchasing Manager), where It will be sorted, identified, and returned to the respective family members. Depending on the size of the event, a disaster management specialist may be contacted to carry-out this function. (ERP2.1.7) Passengers' unclaimed possessions will be retained by the air carrierfor at leas{18 months. PenAir will retain all unclaimed baggage for a minimum of 18 months. Depending on the size of the event, a disaster management specialist may be contacted to carry out this function.
Consult withfamily members about ony oirline sponsored monument, including any inscriptions. PenAlr will do this in conjunction with the NTSB, any family associations that may have been formed, and the Red Cross. Provide the same support and treatment of famiiies ofnon-revenue passengers asfor revenue passengers. PenAir will not differentiate between revenue and non-revenue passengers In the event of an accident. All parties involved will be given equal attention from PenAlr executives and PenAir CAREteam members. Ensure that families ofpassengers receive an appropriate level ofservices and ossistance following each accident. Two CAREteam members will be assigned to each family as the primary support and to determine the needs of each family and to facilitate those needs are being met by identifying and providing the proper resources. A CAREteam member will call the family on a regular basis to relay new information and to determine if there is anything PenAlr can do. (ERP 2.1.10.A.1/2) Provide reasonable reimbursement to the American Red Crossfor the services provided to the family, airline, and supporting personnel. peninsula airways inc. 16100 boeing avenue 

### I anchorage alaska 99502THE SPIRIT OF Al-ASKA The Vice President of Financewill complete reimbursement upon receipt of an invoice. If no invoice is submitted, the airline may make a reasonable donation to the RedCross. 

### Provideassistance andphysical care to thefamily ofapassenger in traveling to the location of the accident. If families want to go to the scene of the incident, the FamilyAssistance Coordinator (FAC) along with the transportation coordinator will make travel arrangements, including hotel, and air / ground transportation. The FamilyAssistance Coordinator (FAC)may help them understand the trauma that can accompany avisit to the scene of an incident. (ERP2.1.1O.A.3) 

### PenAirwillcommit sufficient resources to carryout theplan. PenAir's Emergency ResponseStrategy isstructured to rely on response teams accountable for very particular functions within the response process and individual team members charged with executing very particular tasks within eachteam. Team details, membership, task checklists and sequential explanation of the response strategy are available in PenAir's Emergency Response Plan. (ERP2.1.6) 

### Uponrequest ofthefamily ofapassenger, PenAirwillinform thefamily ofwhether the passenger's name appeared on apreliminary passenger manifest. Provideadequate training to the employees and agents to meet the needs ofsurvivors and family members following an accident. All PenAir employees involved in the ERP will maintain aworking knowledge ofthe process and procedures through training and testing provided by PenAir. If additional training is needed, the Director ofTrainingwili schedule further training in the area that is needed. (ERPP.4.2) 

### PenAirwillconsult with the Boardand the Department ofState on theprovision ofassistance with volunteering to UScitizens within the USwith respect to an aircraft accident outside the US involving major loss oflife. Inthe case ofan accident that results insignificant damage to a man-made structure orother property an the ground that isnot government owned, PenAirwillpromptly provide notice, in writing, to the extent practicable, directly to the owner ofthe structure orotherproperty about liability for anyproperty damage andmeansfor obtaining compensation. Such written notice willadvise an owner: a) Tocontact the insurerofthe property as the authoritative sourcefor information about caverage and compensation; b)Not to relyon unofficial information offered by PenAirrepresentatives about compensatian by PenAir for accident-site property damage; and c) 

### Toobtain photographic orother detailed evidence ofproperty damage as saon as possible after the accident, consistent with restrictions on access to the accident. peninsulaairwaysinc. 16100 boeingavenue 1 anchoragealaska99502In the case ofan accident in which the NTSB conducts apublic hearing ar comparable proceeding at a location greater than 80 THE SPIRrr OF" ALASKA milesfrom the accident site, PenAir will ensure that the proceeding 

### is made available simultaneausly by electronic means at a location open 

### to the public at both the origin city and destination city of theflight ifthat city is located in the United States.

peninsula airways inc, 

### I 6100 boeing avenue 

### I anchorage alaska 99502