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

PenAir
THE SPIRIT OF AL....ASKA

Summary of Family Assistance Plan

Provide the fomilies 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 PenAir command 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 a process for notifying the famiiies 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 CAREteam is the

Company's primary contact with the family during the response and support period. They will

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. Cargo wJII

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 of all remains and personal effects of

the passenger within the control of PenAir.

'. The Medical Examiner will collect and retain all personal effects on or near a deceasedvictim. If

directed by the Family Assistance Coordinator (FAC),the CAREteam member may inform the

peninsulaairways inc: 16100 boeingavenue Ianchoragealaska99502
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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 of personal effects and

passenger possessions will be returned to the family 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. (ERP 2.1.7)

Passengers' unclaimed possessions will be retained by the air carrier for 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 with family 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 of non-revenue passengers as for 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

CARE team members.

Ensure that families of passengers receive an appropriate level of services and ossistance

following each accident.

Two CARE team 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 99502
THE SPIRIT OF Al-ASKA

The Vice President of Finance will complete reimbursement

upon receipt of an invoice. If no invoice is submitted, the airline

may make a reasonable donation to the Red Cross.

Provide assistance and physical care to the family of a passenger in traveling to the location of

the accident.

If families want to go to the scene of the incident, the Family Assistance Coordinator (FAC)

along with the transportation coordinator will make travel arrangements, including hotel, and

air / ground transportation. The Family Assistance Coordinator (FAC)may help them

understand the trauma that can accompany avisit to the scene of an incident. (ERP2.1.1O.A.3)

PenAirwill commit sufficient resources to carry out the plan.

PenAir's Emergency ResponseStrategy is structured 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)

Upon request of the family of a passenger, PenAir willinform the family of whether the

passenger's name appeared on a preliminary passenger manifest.

Provide adequate training to the employees and agents to meet the needs of survivors and

family members following an accident.

All PenAir employees involved in the ERPwill maintain a working 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)

PenAir will consult with the Board and the Department of State on the provision of assistance

with volunteering to UScitizens within the USwith respect to an aircraft accident outside the US

involving major loss of life.

In the case of an accident that results in significant damage to a man-made structure or other

property an the ground that is not government owned, PenAir will promptly provide notice, in

writing, to the extent practicable, directly to the owner of the structure or other property about

liabilityfor any property damage and means for obtaining compensation. Such written notice

will advise an owner: a) To contact the insurer of the property as the authoritative source for

information about caverage and compensation; b) Not to rely on unofficial information offered

by PenAirrepresentatives about compensatian by PenAirfor accident-site property damage;

and c) To obtain photographic or other detailed evidence of property damage as saon as

possible after the accident, consistent with restrictions on access to the accident.

peninsulaairwaysinc. 16100 boeingavenue 1 anchoragealaska99502
In the case of an accident in which the NTSB conducts a public

hearing ar comparable proceeding at a location greater than 80

THE SPIRrr OF"ALASKA miles from 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 the flight if that city is located in the United

States.

peninsula airways inc, I 6100 boeing avenue I anchorage alaska 99502