SEABORNE AIRLINES 

121 0 Watergut, Christiansted, VI 00820 

P 340.773.5991 F 340.773.6674 1\~\w.seaborneairlines.com 

April 29, 2013 

Dockets- Dockets OST 96-1960 

U.S. Department of Transportation 

400 Seventh Street S.W. Room PL 401 

Washington, DC 20590 

RE: Seaborne Airlines 

Effective April 15, 2013, Seaborne Airlines, Inc. has entered into contract with Empathia, Inc. for 

provision of aviation disaster response and family assistance services. In the event of an aviation 

accident or incident, Empathia will provide the following services on behalf of Seaborne Airlines: 

• Crisis Call Center Services 

• Family Assistance Services 

• Assistance in establishing the JFSOC and Family Assistance Center 

• Crisis Support for the employees of Seaborne Airlines 

Empathia also provides training for Seaborne Airlines personnel on aviation disaster and family 

assistance issues. The document attached described how Seaborne Airlines will address the 

airline victim support tasks within the Federal Aviation Disaster Family Assistance Plan. 

Should you have questions, please feel free to contact me at (303) 550-4199 or via email at 

mskjordahl@seaborneairlines.com. Or you may contact Courtney Hentz at (978) 930-0478, 

chentz@seaborneairli nes. com. 

Sincerely, 

~ I ' 

. ~· ;: 
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EMPATHIA Support of Airline Victim Support Tasks (as per the Aviation Disaster Family Assistance Act) 

EMPATHIA Support 

Tasks Seaborne 

(1) Notify the NTSB communications center at (202) 314-6290 immediately upon Seaborne SOC to provide 

knowledge of an Incident. Provide: accident information to 

NTSB 

a) Place of Incident (or general vicinity of Incident), number of passengers and crew 

./ based on preliminary departure information and number of injured and fatalities (if 

known). 

b) Flight number, origination, connection points and final destination (if known), and ./ 

whether the flight was domestic or international. 

c) Name and telephone number of the person/persons in charge of the air carrier's Seaborne EOC, with EMPATHIA Emergency 

humanitarian response, passenger manifest reconciliation, and family notification EMPATHIA and departure Response Director serves 

station on a conference as primary POC for 

process* bridge, reconcile pax humanitarian response and 

manifest family notification process. 

d) Name, telephone number and location of the facility designated as the Family Seaborne EOC in EMPATHIA will assist in 

Assistance Center (FAC) and JFSOC. coordination with NTSB identifying local options 

and EMPATHIA, will and work with Nationwide 

select location for FAC & Travel Agency as needed 

JFOSC 

(2) Provide the NTSB, upon request,· the most current reconciled copy of the passenger 

manifest, numbering /annotating each with date and time so that current version is Seaborne ESC to 

distinguishable from previous copies. maintain official copies of 

manifest 

(3) Provide the public a reliable publicized toll free number with sufficient telephone Seaborne Corp Comm Toll-free# maintained 

capacity. to release toll free # in a and operational 

press release readiness confirmed 

(4) When disseminating the toll-free number, ask the media to request that the toll-free by EMPATHIA 

number be used only by those who have reason to believe a family member or friend Seaborne Corp Comm 

was a passenger on the accident flight. 

(5) Emphasize in the media notice that, upon initial contact with the air carrier, family 

members will receive basic accident flight and point of contact information as the first Seaborne Corp Comm 

steps of air carrier humanitarian support. 
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EMPATHIA Support 

Tasks Seaborne 

(6) Ask the media to reemphasize the name of the carrier9s) involved, the accident flight 

number, airport of origination, connection, and final destination. Seaborne Corp Comm 

(7) Provide the media with continuous updates on the progress of the notification process, 

such as providing the number of victims' families notified as of a certain time and the Seaborne CEO/ Data for press briefings 

remaining to be notified. This process will continue until all victims' families have been President to serve as provided by EMPATHIA 

notified. media spokesperson in (reports generated by 

local media briefing EMPATHIA database) 

(8) Modify normal "on hold" messages during n accident response to eliminate music, Responsibility of 

sales information, and similar non-accident related messages. EMPATHIA Disaster 

Response Call Ctr 

(9) Provide timely notification to family members, including informing the family if the Notification Performed by 

passenger's name appears on a preliminary manifest. Updated information will be EMPATHIA Call Center 

provided as soon as available. Specialists and in-person 

at Airport Family Waiting 

Areas 

(1 0) Provide notification to family members prior to releasing passenger names to the Carrier may elect not to EMPATHIA can ask 

public. release a list of pax families if they prefer not 

names to media to have loved ones' 

names released publicly 

(11) Inform family members at the time of notification or soon thereafter of the American 

Red Cross family care and crisis assistance available at the FAC and after families Performed by EMPATHIA 

return home. Call Center Specialists 

(12) Secure facilities at departure, arrival, and connecting airports where family members 

may be initially gathered to protect them from media and solicitors, as well as to As part of preparedness, Staffed by EMPATHIA 

receive continuous updates on the reconciliation of the passenger manifest and other EMPATHIA works with Airport Family Waiting 

information on the Incident. Be prepared to provide assistance to special needs Carrier to identify these Area Specialists; 

populations per the American Disability Act (ADA). Inform families that their loved areas at all stations and notification conducted and 

ones were on board the plan that crashed. train station personnel on info entered into 

accident response tasks EMPATHIA database 

(13) Secure a facility to be used as the FAC. Seaborne ESC in EMPATHIA to assist in 

coordination with NTSB identifying local options 

and EMPATHIA will and work with Travel 

select location for FAC Agency 

(14) Make provisions for a JFSOC to include space, communication and logistical support 
'"""'4•M'='"'""'1c""'''""1~ -'---L___}_______...--'--'-"'""' p 711 • 

EMPATHIA Support 

Tasks Seaborne 

for the assisting local and Federal staff. Seaborne to pay EMPATHIA Specialists to 

associated costs set-up JFSOC 

Family travel 

(15) Provide logistical support to family members who desire to travel to the Incident site Seaborne to cover coordinated by 

(or to a hospital location), which includes, but is not limited to, transportation, lodging, associated costs ; EMPATHIA Call Center 

security, communications, and incidentals. Credit card/UT AP card via PassageWays 

to be on file with Travel; on-site provisions 

PassageWays Travel coordinated by 

EMPATHIA 

(16) Assist family members as they travel to and from the Incident site by informing flight EMPATHIA to provide • EMPATHIA can contact 

crews and airport personnel that family members are on particular flights. Assist Family Travel Reports to ER Managers of OAL to 

families as they depart the accident city and provide a contact person who will continue Seaborne ESC, which provide awareness and 

to be the air carrier's interface following their return to their residence. in turn can apprise crew request special 

and station personnel assistance for those 

traveling off-line. 

(17) Provide a contact person to meet family members as they arrive and accompany them Staffed by EMPATHIA 

at the Incident site. This person will be responsible for assisting the family while at the FAC Specialists 

site and should continue to be the airline interface with the family until the family 

returns to their residence. Call Ctr to remain 

operational for a period 

afterwards as specified 

by Carrier 

(18) Maintain daily contact with family members who do not travel to the Incident site by 

providing a contact person from the air carrier until the on-site investigation has EMPATHIA Call 

concluded. Ctr Specialists 

(19) Designate and deploy an individual who will be the airline's representative to the Role to be staffed by EMPATHIA staff have 

Director of TDA. This individual will travel to various locations, such as accident site, member of significant experience 

morgue, JFSOC, and Family Assistance Center with the Director of TDA. The Seaborne management with NTSB office of 

designated individual should have the authority or ready Access to those who have And supported by TDA and F AC ops 

sufficient authority to make decisions on behalf of the airline. EMPATHIA's on-site 

Director 

(20) Establish an exclusive badge system to identify family members; coordinate with the 

NTSB as necessary on specifications. BMS Global to provide 

equipment and staffing 

for badging 
--~~---------------------"'·'~"""""""'_""'_'~"!to.'f_lli_c_lf~'----~·A.L-e<-' 

EMPATHIA Support 

Tasks Seaborne 

on-site 

(21) Participate in daily coordination meetings to review daily activities, resolve problem Seaborne "On-Site 

areas and synchronize future family support operations and activities. Director/ Fam Asst Team 

Leader" 

(22) Make provisions for private areas within the hotel for DMORT and medical examiner EMPATHIA to handle 

personnel to collect ante mortem information from families at the site. Set-up of these 

Also provide quiet space and communications for DMORT and medical examiner Areas 

personnel to telephonically collect ante mortem information from families who are 

not at the FAC. 

(23) Be aware that crisis counseling and DMORT facilities are also used as venues to EMPATHIA Specialists 

inform families when positive identification has been made. By having the medical inform families of 

examiner or DMORT team within the FAC, transportation of the victim's remains and authorities on-site 

other logistical considerations can be better coordinated. 

(24) Provide DOS representative necessary information on foreign passengers to EMPATHIA Call Ctr 

facilitate interaction with appropriate foreign government embassies. collects citizenship 

and can interface 

with DOS as 

needed 

(25) Establish a joint liaison with ARC at each supporting medical treatment facility to 

track the status of injured victims and to provide assistance to their families. EMPATHIA FAC 

Specialists will 

deploy to local hospitals 

and interface with ARC 

(26) Develop procedures for handling of personal effects released by the NTSB or the 

FBI if the aviation disaster is declared a criminal act. Retain for at least 18 months. EMPATHIA to assign a 

Handled by BMS Global liaison to oversee PE 

operations 

(27) Consult with family members about any airline-sponsored monument, including any As requested, EMPATHIA 

inscriptions. will Error! Reference 

ource not found. 

(28) As required by the Aviation Disaster Family Assistance Act of 1996, provide Seaborne to cover 

reasonable reimbursement to the ARC for the services provided to the family, associated costs 

airline, and Supporting personnel. 
Tasks Seaborne 

(29) Provide the same support and treatment of families of non-revenue passengers or financially 

any other victim of the accident (for instance, ground fatalities) as is provided for 

revenue passengers. 

(30) In the event that the NTSB conducts a public hearing or comparable proceeding at 

a location more than 80 miles from the accident site, ensure that a simultaneous 

transmission of the proceeding is made available to family members at a location 

open to the public at both the origin city and destination city of the accident flight. 

(31) In the event of an accident involving major loss of life that occurs outside the United 

States, and the air carrier volunteers assistance to US citizens within the United As applicable 

States, the air carrier will consult with the Board and the Department of State on the 

provision of the assistance (as per AIR21 legislation) 

(32) In the event that the investigation determines that the accident is the result of a As applicable 

criminal act, coordinate with the FBI OVA in arranging meetings with family 

members to explain their rights as victims of a Federal crime 

EMPATHIA Support 

operationally 

EMPATHIA can assist 

Carrier in making these 

arrangements 

EMPATHIA has 

experience in working 

with and can interface 

with NTSB and DOS as 

needed 

EMPATHIA has 

experience in working with 

the FBI OVA with and can 

interface with them as 

needed 

... 

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