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### AMR Family Assistance Plan

AMR Family Assistance Plan ( a s on file with D.O.T.)

Introduction

The Survivor/Family Assistance Plan , established pursuant to the Aviation Disaster Family Assistance Act, unites elements from several internal source documents into one policy which describes the methods by which the Airline * provides assistance to survivors and/or family members after aviation disasters involving aircraft operated by the Airl ine. The Airline utilizes this plan regardless of the accident’s location.

If the Airline provides assistance to United States citizens within the United States as a result of an accident outside the United States, the Airline will consult with the

app ropriate personnel within the National Transportation Safety Board (NTSB) and Department of State on the provision of that assistance.

Certain specialized services required following an accident may be accomplished on behalf of the Airline by contractors having expertise in those areas.

Principles of Survivor/Family Assistance

The Airline subscribes to the following principles regarding assistance provided to survivors and family members:

 Survivors and families shall be treated with dignity and respect.

 The cultural, religious, and ethnic diversity of those involved shall be respected, and accommodated wherever possible.

 Information shall be provided as promptly as possible.

 Wherever possible and appropriate, the wishes of survivors and famili es shall

be the basis for the Airline’s actions in all matters associated with the

passenger.

* For the purposes of this document, “the Airline” shall refer to American Airlines, Inc. (“American”) or any of its affiliate d and unaffiliated carriers, a s applicable

, with
respect to flights they operate for American ( under American’s code )

.AMR FAP

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AMR Family Assistance Plan ( continued )

Committing Sufficient Resources

The Airline maintains corporate, departmental, and local emergency response and family assistance programs that utilize a broad spectrum of human and technological resources in the event of an accident. During such crises, employees are assigned to functions including family assistance, accident investigation, media relations, and

liaison w ith government agencies and support organizations. The Airline’s resources are directed through a command center network linked by worldwide

communications.

The Airline establishes cooperative working relationships between all internal and external organ izations involved in the crisis, and has specifically designed its emergency response structure to allow separate management of the crisis and continued safe operation of the Airline.

Initial Notification to the NTSB

The Airline ’ s Flight Safety Departmen t is responsible for the accident notification to

the NTSB Communications Center at 202

- 314

- 6290. Notification by the Airline ’ s Flight Safety Department will include:

– Incident location

– Number of passengers and crewmembers onboard based on preliminary depa rture information

– Number of injured and fatalities (if known)

– Flight number, origination, connection points and final destination

– Domestic or international flight

– Name and telephone number of the person/persons in charge of the carrier’s

humanitarian response, passenger manifest reconciliation, and family notification process

– Name, telephone number and location of the facility designated as the Family Assistance Center (FAC) and Joint Family Support Operations Center ( JFSOC ) The American Airlines Emerg ency Response & CARE Program will provide a courtesy notification to the NTSB Communications Center requesting that the Transportation Disaster Assistance team be notified of the accident.

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AMR Family Assistance Plan ( continued )

Training

The Airline’s emergency response involves numerous departments across the entire corporate structure. Employees who internally support emergency response efforts receive departmental training on accomplishing specific tasks.

The Airline has ongoing training programs designed to help prepare employees who directly assist survivors and/or family members following an aircraft accident. Current and planned training includes:

Customer Assistance Relief Effort (CARE) training for CARE Team Members

 Periodic recur rent training for CARE Team Members

 Local Emergency Procedures Plan training for se lected managers and supervisors

Customer Assistance Relief Effort (CARE)

The Airline’s primary mechanism for assisting survivors and/or family members is the Customer Assistance Relief Effort (CARE). Comprised of hundreds of specially trained volunteer employees, CARE provides a conduit of communication between

the Airline and survivors and/or family members following an accident, and facilitates necessary tasks. The Airline holds CARE training classes several times each year . The two

- day crisis response training prepares CARE Team Members to assist survivors and/or families

f ollowing an aviation emergency or accident. Training topics include:

 Background and history of the CARE program

 The unique nature of aviation disasters

 Crisis communications skills

 Making initial contact

 How to relate effectively with highly distressed people

 Logistics

 Crisis management

 Ensuring one’s own well

- being

Periodic recurrent training refreshes team members’ skills and provides information

and guidance on relevant issues.AMR FAP

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Uniform Provision of Assistanc e

The Airline provides assistance to passengers and crewmembers, including employees of air carriers, and their respective family members, without regard to an individual’s status as a revenue customer, non

- revenue passenger, or crewmember; whether the pe rson paid for the transportation, occupied a seat, or held a reservation for the flight.

Managing Telephone Inquiries

The Airline will establish and publicize a dedicated toll

- free telephone number within one hour after its System Operations Control center confirms that an aircraft operated by the Airline has been involved in an accident and that there are serious injuries and/or fatalities.

The toll

- free number will be staffed by the Initial Response Group, which is comprised of hundreds of speciall y trained reservations agents . Depending on call
volume, routine reservations calls will be redistributed to other reservations centers.

Initial Response Group members will answer questions, provide information authorized for release by the Airline, and gather relevant information. They will also have access to a preliminary passenger manifest for the purpose of identifying

callers whose f amily members are believed to be aboard the accident flight.

Once such callers are identified, a second group of volunteers who are fully CARE

trained and known as the RES CARE Team will establish contact as rapidly as possible with the immediate family of those believed to be aboard. The Airline will then provide a separate toll

- free number to survivors and/or family members through which they can reach the RES CARE Team directly.

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AMR Family Assistance Plan (continued)

Notification and Preliminary P assenger List

For notification purposes, the Airline utilizes a preliminary passenger manifest comprised of passenger names and seat numbers. The Airline’s Initial Response Group compares the names provided by callers to names appearing on this prelimina ry passenger manifest, and the Airline’s CARE Team promptly acknowledges the presence of a specific name to callers who have identified themselves as (and apparently are) immediate family members.

The Airline rapidly distributes the preliminary passenger manifest internally so the notification process can proceed while the list is further verified. Verification involves comparing ticket coupons and other verifying data at the departure airport to the list of those individuals holding reservations or desir ing standby space aboard the flight.

Internal distribution of the preliminary passenger manifest and associated Passenger Name Records (PNRs) initiates the process of determining the passengers’ next

- of

kin and establishing contact. This process include s identifying callers who have family members believed to be aboard the accident aircraft as described above and making outbound calls where contact data is available. If calls are received during the brief period before the preliminary list becomes avail able, the Airline will request contact information from all callers and contact the immediate family of those believed to be aboard once the preliminary passenger manifest is received.

Once contact is established, specific CARE Team Members are dedicated to each survivor and family, and are available to travel to their location to offer personal assistance and logistical support.

Ensuring Prompt Notification

The Airline, including the CARE Team, mobilizes as rapidly as possible, and will promptly attempt to establish contact with survivors and/or the immediate family of any passenger whose name appears on the passenger list.

The Airline will notify passenge rs’ families of the passenger’s presence aboard the aircraft promptly when that information is available, whether or not the names of all passengers on board the aircraft are available.AMR FAP

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Provision of Passenger List

Immediately upon request, the Airline will provide to the authorities described below a list of names of passengers that its records indicate were aboard the aircraft (based on the best information available at the time of the request).

The Airline wi ll transmit this information to the NTSB Director of Transportation

Disaster Assistance designated for the accident and to the organization designated for the accident under section 1136(a ) ( 2) of Title VII, Section 703 of the Federal

Aviation Reauthorizat ion Act of 1996, and will periodically update the list. If foreign nationals are aboard, the Airline will transmit a list of their names to the Department

of State.

The System Operations Control Command Center is responsible for transmission of the passe nger list and subsequent updates to the receiving agencies. Each copy of the passenger list will be annotated with the date and time to ensure the current version is distinguishable from previous copies.

Release of Passenger and Crew Names to the Med ia

The Airline will not release the names of passengers or crew members directly to the

media until after CARE verifies that the next

- of

- kin have been notified. If the next

- of

kin requests that a passenger’s name not be released to the media, the Airline will honor the request.

The Airline will provide the media with continuous updates on the progress of the notification process, such as providing the number of victims’ families notified and the remaining to be notified, until the process is complete and all families are

notified.

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AMR Family Assistance Plan ( continued )

Travel and Visits to Accident Site

The Airline will provide for reasonable physical care, accommodations, and transportation for survivors and/or family members. This includes family travel to the location of the accident if desired. The Airline, through its CARE Team Members, will also maintain regular contact with families who elect not to travel to the location of

the accident.

Upon request, the Airline will work with the r esponsible authorities to arrange visits to the accident site for survivors and/or family members. Access to the site may be limited by terrain, biohazard and/or hazardous materials concerns, security measures, or other unforeseen conditions.

To the e xtent possible, the Airline will secure a suitable facility to isolate survivors and/or families from intrusions by the media and by unwelcome solicitors at the accident flight’s origin and destination, as well as at any connecting airports or en

route sto ps.AMR FAP

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AMR Family Assistance Plan (continued)

Assistance at Location of Accident

To the extent possible, the Airline will secure a suitable facility to isolate survivors and/or families from intrusions by the media and by unwelcome solicitors and will coordinate family access to briefings held by government agencies.

In addition, the Airline will make provisions for a joint family support operations center to include space, communications, and logistical support for the assisting

local and federal staf f.

The Airline will assist survivors and/or family members as they travel to and from the accident site by informing flight crews and airport personnel that family members are on particular flights. The Airline will also assist families as they depart the accident location and maintain contact until no longer appropriate.

Remains

Recovery, identification, and disposition of identifiable and unidentifiable remains is the responsibility of the local medical examiner, coroner, or other designated

author ity. The Airline will comply with decisions made by the responsible authority.

The Airline will consult with the next

- of

- kin and honor their reasonable wishes for remains identified as those of the passenger.

Personal Effects

The Airline retains a c ontractor having expertise in the recovery, cleaning, and restoration of personal effects . For items within the control of the Airline that are identified by a survivor and/or family member as belonging to a passenger, the Airline or a representative of its contractor will describe to the survivor or next

- of

- kin

the personal effect and its co ndition. The Airline will follow the direction of the

survivor or next

- of

- kin as to the return or other disposition of each item, regardless of

its condition.

After returning all personal effects that can be associated with a specific passenger

, the Airl ine will retain any unclaimed personal effects that are within its control for no less than 18 months. The Airline or its contractor will create an inventory of these

items and store them.

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AMR Family Assistance Plan (continued)

Working w ith Designated Organization

The Airline will establish a liaison with any organization designated under section 1136(a ) ( 2) of Title VII, Section 703 of the Federal Aviation Reauthorization Act of 1996 on an ongoing basis to ensure that survivors and family members rec eive an appropriate level of services and assistance following each accident.

The Airline’s CARE Team Members will inquire whether survivors and/or family members desire assistance from the designated organization responsible for family

care and mental he alth, and will coordinate such assistance with that organization.

Compensation of Designated Organization

The Airline will provide reasonable compensation to any organization designated under section 1136(a ) ( 2) of Title VII, Section 703 of the Federal A viation Reauthorization Act of 1996 for services provided by the organization. The Airline will request a plan of tasks and anticipated expenses prior to the designated organization’s full deployment.

The designated organization should consult with the Airline as costs are incurred. Material changes to the plan or unanticipated expenses should be coordinated with the Airline’s System Operations Control Command Center.

The Airline will expect an itemized listing of services rendered and expenses to

a ccompany the organization’s invoice.

Monuments

The Airline will consult with survivors and/or the family of each passenger about construction by the Airline of any monument to the passengers, including any inscription on the monument.

Should a monumen t be constructed, the Airline will consider all feedback from survivors and/or families along with the statutory and/or regulatory requirements or considerations of the place of construction. While it is preferable to have every survivor and/or family agr ee with the specific design, it may not be possible to obtain a full consensus. To avoid lengthy delays, the Airline will implement a plan agreeable to the majority.

Each survivor and/or family will be given a choice of including or not including the passenger’s name if inscription of the names is planned in the agreed design.AMR FAP

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AMR Family Assistance Plan (continued)

Survivors and/or next

- of

- kin will be given an opp ortunity to visit the monument when construction is complete.

Vision 100

If an accident results in significant damage to a manmade structure or ot he r property on the ground that is not government

- owned, t he Airline will: Promptly provide, to the extent practicable, written notice to the property owner regarding any liability for property damage and means for obtaining compensation. The notice shall advise an

owner:

 to contact the insurer of the property as the aut horitative source for

information about coverage and compensation

 to not rely on unofficial information offered by air carrier representatives about compensation by the air carrier for accident

- site property damage

 to obtain photographic or other detailed evidence of property damage as soon as possible after the accident, consistent with access restrictions at

the site

In the event of an accident in which the National Transportation Safety Board conducts a public hearing or comparable proceeding at a locat ion greater than 80 miles from the accident site, t he Airline will:

 Ensure that the proceeding is made available simultaneously by electronic means at a location open to the public at the origin city and destination city of the air carrier’s flight if tha t city is located in the United States

Conclusion

The Airline originally developed the Survivor/Family Assistance Plan in cooperation with the following:

 Survivors and family members of past accidents;

 The National Transportation Safety Board;

 Airlines For America (formerly, Air Transport Association ) and its member carriers;

 The American Red Cross;

 The Department of Health and Human Services; and

 The Department of State.

The Airline actively supports ongoing industry efforts to ensure that survivors a nd families receive prompt and effective assistance following aviation disasters.