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ZUCKERT SCbUTT

RASENBERGER

888 Seventeenth Street NW. Suite 700

W"h;nllton. DC 20006-3304

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BY HAND

Docket Section

U.S. Department of Transportation

1200 New Jersey Avenue, S.E.

W12-140

Washington, DC 20590

August 21, 2014

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Re: Avianea Et AI. Updated Aviation Disaster Family Assistance Plan

Docket OST -1998-3304

Dear Madam or Sir:

Aerovias del Continente Americano S.A. Avianca ("Avianca") hereby submits its

updated Aviation Disaster Family Assistance Plan ("Plan") for filing in the above-referenced

docket.

This Plan also cover the operations ofTACA International Airlines, S.A.; Trans

American Air Lines, S.A. d/b/a TACA Peru; Lineas Aereas Costarricenses, S.A.; Aviateca S.A.;

Aerolineas Galapagos S.A. d/b/a Aerogal; and Tampa Cargo S.A.S. d/b/a Avianca Cargo.

A copy of this Plan, and 24-hour emergency contact information, have been provided to

the National Transportation Safety Board under separate cover.

Please let us know if you have any questions.

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

In accordance with requirements of the Foreign Air Carrier Family Support Act, asamended

by the Aviation Investment and Reform Act for the 21st Century, and as further 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 a passenger Avianca 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 Red Cross Society) or Avianca's trained personnel.

3. Notice provided as soon 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.

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AUGUST 2014

4. Passenger Manifest.

Upon request, Avianca will immediately provide to:

• the designated NTSBFamily Support Services Director, and

• the designated independent disaster relief organization,

a passenger manifest that reflects the best available information at the time of the 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. Passenger Identification.

The medical examiner or coroner is responsible for the positive identification of fatalities.

For injured passengers,the hospital is responsible for status updates and either the hospital

or Avianca will advise the 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 passenger that are under Avianca's control.

7. Return of possessions.

If requested by the family of a passenger any possessions (regardless of condition) of that

passenger within the control of Avianca will be returned to the family, unless the possession

is needed for the accident investigation and/or a criminal 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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9. Monuments.

Avianca will consult the family of each passenger and endeavor to satisfy the wishes of the

majority offamilies about construction by Avianca of a monument built in the 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. Consistentwith ICAOguidance,Aviancawill

take into accountcultural differencesin determiningthe scopeofthis definition, while ensuringthat

all victims aretreated equitably. If the deceased has no Family as defined herein, up to two

close living relatives would be considered "Family."

Avianca will assist the immediate Family of any passenger in traveling to the location of the

accident and provide for the physical care of the Family while the Family is staying at such

location.

Within the limits established by the authorities, Avianca will respond to Family requests

for accessto the accident scene.

14. Resources for this Plan.

Avianca will commit sufficient resources to carry out the purposes ofthis Plan.

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15. Flight reservation information.

As soon as practicabie, Avianca will inform the family of a passenger if that passenger has

been verified on board a flight involved in an accident, whether or not the name of all

persons on board has been 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.

In the event that Avianca volunteers assistanceto United States citizens within the United

States with respect to an aircraft accident outside the United States involving major loss of

life, Avianca will consult with the NTSB and the Department of State concerning the

provision of such assistance.

17. Liability for manmade structures.

a. In the caseof an accident that results in significant damage to a manmade 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, advise the 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 by Avianca for 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 access to 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

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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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