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### ZUCKERT SCbUTT

RASENBERGER 888 Seventeenth Street NW. Suite 700 W"h;nllton. DC 20006-3304 

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Docket Section U.S. Department ofTransportation 1200New Jersey Avenue, S.E. W12-140 Washington, DC 20590 August 21, 2014 .•....• ..' :.. ' .: . "': 

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# 1 1 Re: Avianea Et AI.Updated Aviation Disaster Family Assistance Plan Docket OST-1998-3304 DearMadam or Sir: Aerovias del Continente Americano S.A. Avianca ("Avianca") hereby submits its updated Aviation Disaster Family Assistance Plan ("Plan") for filing inthe above-referenced docket.This Plan also cover theoperations ofTACA International Airlines, S.A.; Trans American AirLines, S.A. d/b/a TACA Peru; Lineas Aereas Costarricenses, S.A.; Aviateca S.A.; Aerolineas Galapagos S.A. d/b/a Aerogal; andTampa Cargo S.A.S. d/b/aAvianca Cargo. Acopy ofthis Plan, and 24-hour emergency contact information, havebeen provided to theNational Transportation Safety Boardunder separate cover. Please letus know ifyouhave anyquestions.Sincerely,



# /~~fL David M. Endersbee Jonathon H. Foglia Enclosure

Zucken, SCOUtt & Rascnbcrger, L.L.P.Aerovfas del Continente Americano S.A.Avianca Family Assistance Plan August 2014

Inaccordance with requirements ofthe ForeignAir Carrier FamilySupport Act, asamended by the Aviation Investment and Reform Act for the 21st Century, and asfurther amended by the Vision lOO-Century of Aviation Reauthorization Act, Aerovfas del Continente Americano SA Avianca ("Avianca") hereby presents its updated Family Assistance Plan ("Plan") for addressing the needs of the families of passengers involved in an aircraft accident that involves an aircraft under the control of Avianca and results i'na major lossof life. Overview The purposes of this Plan are to provide Avianca personnel with the guidance,procedures and training that will enable them to respond in accordance with applicable U.S.laws in the best interest of families of passengers involved in an aviation disaster involving an Avianca aircraft; and, to ensure that Avianca personnel treat survivors and families with dignity and respect, considering the cultural and religious backgrounds of survivors and families. This Plan is inserted in, and complements, Avianca's Emergency Response Plan. 1. Emergency Contact Information. Avianca has a reliable, toll-free telephone number and staff to take calls from families of passengers. This number shall be activated and publicized following an aviation disaster. 2. Notification of families. Before providing any public notice of the name of apassengerAvianca will notify the family of such pass'enger. To the extent practicable notice will be provided in person by the independent disaster relief organization designated by the NTSB(e.g., the Red Cross,the Colombia RedCrossSociety) or Avianca's trained personnel. 3. Notice provided assoon aspracticable. Notification to family members will be conducted as soon as practicable following verification by Avianca that the passenger was aboard the aircraft, whether or not the names of all the passengers have been verified.

1AEROVIAS DELCONTINENTE AMERICANO SA AVIANCA FAMILY ASSISTANCE PLAN AUGUST 2014 4. PassengerManifest. Upon request, Avianca will immediately provide to:

• the designated NTSBFamilySupport ServicesDirector, and • the designated independent disaster relief organization,

apassengermanifest that reflects the best available information atthe time ofthe request. The manifest will be marked, if appropriate, "preliminary and unconfirmed," and will be updated promptly asappropriate. All personnel involved with handling of the manifest will be briefed concerning the confidential/sensitive nature of this information. As appropriate, Avianca will continually update the public on the progress of family notification. Families may seek assistancefrom Avianca's airport stations that are neither the origin nor the destination of the flight. 5. PassengerIdentification. The medical examiner or coroner is responsible for the positive identification of fatalities. Forinjured passengers,the hospital isresponsible for status updates and either the hospital or Avianca will advisethe families. 6. Consultation regarding disposition of remains and effects. Avianca will consult with the family of each passengerabout the disposition of any remains and/or personal effects of the passengerthat are under Avianca's control. 7. Return of possessions. If requested by the family of a passenger any possessions(regardless of condition) of that passengerwithin the control of Avianca will be returned to the family, unlessthe possession is needed for the accident investigation and/or acriminal investigation. 8. Retention of unclaimed of possessions. Avianca will retain for minimum 18 months after the date of an accident any unclaimed personal effects that are under Avianca's control.

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PLAN AUGUST 2014 9. Monuments. Avianca will consult the family of each passengerand endeavor to satisfy the wishes of the majority offamilies about construction byAviancaof amonument built inthe United States, including any inscription on the monument. 10. Equaltreatment of passengers. Avianca will treat the families of revenue and non-revenue passengersequally. 11. Service and assistanceto families of passengers. Avianca will work with the NTSB-designatedindependent organization on an ongoing basis to ensure that families of passengers receive an appropriate level of mental health and counseling services following an accident. 12. Compensation to service organizations. Avianca will provide reasonable compensation to the NTSB-designated independent organization for mental health and counseling or other services provided by that organization to the families of passengers. 13. Travel and care expenses; accessto the Accident Site. For purposes of this paragraph, "Family" shall mean legal or common law spouse, siblings, parents and/or children of the injured/deceased. Consistent with ICAO

guidance,Aviancawill take intoaccountcultural differencesin determiningthe scopeofthis definition,while ensuringthat allvictims aretreated equitably. Ifthe deceased has no Family asdefined herein, up to two close living relatives would be considered "Family." Avianca will assistthe immediate Familyof any passenger intraveling to the location of the accident and provide for the physical care of the Familywhile the Family isstaying at such location. Within the limits established bythe authorities, Avianca will respond to Family requests for accessto the accident scene. 14. Resourcesfor this Plan. Avianca will commit sufficient resourcesto carry out the purposes ofthis Plan.

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PLAN AUGUST 2014 15. Flight reservation information. Assoon as practicabie, Avianca will inform the family of a passengerif that passengerhas been verified on board a flight involved in an accident, whether or not the name of all persons on board hasbeen verified. 15. Training of emplovees and agents. Avianca will provide sufficient training to its employees and agents to meet the humanitarian needs of survivors and family members following an accident. 16. Consultation on carrier response not covered by Plan. Inthe event that Avianca volunteers assistanceto United States citizens within the United Stateswith respect to an aircraft accident outside the United States involving major lossof life, Avianca will consult with the NTSBand the Department of State concerning the provision of such assistance. 17. Liability for manmade structures.

a. Inthe caseof an accident that results in significant damageto amanmade structure or other property on the ground that is not government-owned, Avianca 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. b. The written notice will, at minimum, advisethe owner: (i) To contact the insurer of the property as the authoritative source for information about coverage and compensation; (ii) To not rely on unofficial information offered by any Avianca representatives about compensation byAviancafor accident-site property damage; and, (iii) To obtain photographic or other detailed evidence of property damage as soon as possible after the accident, consistent with restrictions on accessto the accident site. 18. Simultaneous electronic transmission of NTSBhearing. In the case of an accident in which the NTSBconducts a public hearing or comparable proceeding at a location. greater than 80 miles from the accident site, Avianca will ensure 4AEROVIASDELCONTINENTEAMERICANOSA AVIANCA FAMILYASSISTANCE

PLAN AUGUST2014 that the proceed ing is made available simultaneously by electronic means at a location open to the public at both the origin city and destination city of Avianca's flight, if that city is located in the United States. 19. Codeshare and Cooperation Agreements Avianca will proceed in accordance with this Plan and the applicable emergency response policies and procedures as established in agreements with Avianca's codeshare partners. 20. Emergency Contact information 24 hour emergency contact information will be provided to the NTSB under separate cover.

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