## SEABORNE AIRLINES 1210 Watergut, Christiansted, VI 00820 P340.773.5991 F340.773.6674**1\~\w.seaborneairlines.com** 

### April 29, 2013
Dockets- Dockets OST 96-1960 U.S. Department ofTransportation 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

• FamilyAssistance Services

• Assistance in establishing the JFSOC and Family Assistance Center

• Crisis Supportforthe employees of Seaborne Airlines Empathia also provides training for SeaborneAirlines personnel on aviation disaster and family assistance issues. The document attached described how Seaborne Airlines will address the airline victim supporttasks within the Federal Aviation Disaster Family Assistance Plan. Should you have questions, please feel free to contact me at (303) 550-4199 orvia email at mskjordahl@seaborneairlines.com. Oryou may contact Courtney Hentz at (978) 930-0478, chentz@seaborneairlines.com. Sincerely,**~** I '

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### EMPATHIA Support ofAirline Victim SupportTasks (as perthe Aviation Disaster Family Assistance Act)
EMPATHIASupport Tasks Seaborne (1) Notifythe NTSB communications center at (202) 314-6290 immediately upon Seaborne SOC to provide knowledge ofan Incident. Provide: accident information to NTSB a) Place of Incident (orgeneral vicinity of Incident), numberof passengers and crew ./ based on preliminary departure information and numberof injured and fatalities (if known). b) Flight number, origination, connection points and final destination (if known), and ./ whetherthe flight was domesticor international. c) Name and telephone numberofthe person/persons in charge ofthe air carrier's Seaborne EOC, with EMPATHIA Emergency humanitarian response, passenger manifest reconciliation, and family notification EMPATHIA and departure Response Directorserves station on a conference as primary POC for process* bridge, reconcile pax humanitarian response and manifest family notification process.
d) Name, telephone numberand location ofthe facility designated as the Family Seaborne EOC in EMPATHIAwill 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 ofthe passenger manifest, numbering /annotating each with date and time so that current version is Seaborne ESC to distinguishablefrom previous copies. maintain official copies of manifest (3) Provide the public a reliable publicized toll free numberwith sufficienttelephone Seaborne Corp Comm Toll-free# maintained capacity. to release toll free # in a and operational press release readiness confirmed 

### (4) When disseminating thetoll-free number, askthe media to request that the toll-free by EMPATHIA number be used only by those who have reason to believe a family memberorfriend Seaborne Corp Comm was a passenger on the accident flight. 

### (5) Emphasize in the media noticethat, upon initial contactwith the air carrier, family members will receive basic accident flight and point ofcontact information as the first Seaborne Corp Comm steps of air carrier humanitarian support.**---~·--"~---- ~--~~** 

EMPATHIASupport Tasks Seaborne (6) Askthe mediato reemphasize the name ofthe carrier9s) involved, the accidentflight number, airport oforigination, connection, and final destination. Seaborne Corp Comm (7) Provide the mediawith continuous updates on the progress ofthe notification process, such as providing the numberofvictims' families notified as ofa 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 ifthe 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 atAirport Family Waiting Areas (10) Provide notification to family members priorto releasing passenger namestothe Carrier may elect notto EMPATHIA can ask public. release a list of pax families ifthey prefer not names to media to have loved ones' names released publicly (11) Inform family members atthetime of notification orsoon thereafteroftheAmerican Red Cross family care and crisis assistance available atthe FAC and afterfamilies Performed by EMPATHIA return home. Call Center Specialists (12) Securefacilities 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 ofthe passenger manifest and other EMPATHIAworks with Airport Family Waiting information on the Incident. Be prepared to provide assistanceto special needs Carrierto identify these Area Specialists; populations perthe American DisabilityAct (ADA). Inform families thattheir 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 EMPATHIAto assist in coordination with NTSB identifying local options

and EMPATHIA will and workwith Travel select location for FAC Agency (14) Make provisions for a JFSOCto include space, communication and logistical support**'"""'4•M'='"'""'1c""'''""1~** -'---L___}_______...--'--'-"'""' p 711 •

EMPATHIA Support Tasks Seaborne forthe assisting local and Federal staff. Seaborne to pay EMPATHIA Specialists to associated costs set-up JFSOC Family travel (15) Provide logistical supportto family memberswho desire to travel to the Incident site Seaborne to cover coordinated by (orto a hospital location), which includes, but is not limited to, transportation, lodging, associated costs ; EMPATHIA Call Center security, communications, and incidentals. Credit card/UTAP card via PassageWays to be on file with Travel; on-site provisions PassageWays Travel coordinated by EMPATHIA (16)Assistfamily members as theytravel to and from the Incident site by informing flight EMPATHIAto provide • EMPATHIA can contact crews and airport personnel thatfamily members are on particularflights. Assist Family Travel Reports to ER Managers ofOAL to families as they departthe accident city and provide a contact person who will continue Seaborne ESC, which provide awareness and to be the aircarrier's interface following their return to their residence. in turn can apprise crew request special and station personnel assistance forthose traveling off-line.

(17) Provide a contact person to meetfamily members as they arrive and accompanythem Staffed by EMPATHIA at the Incident site. This person will be responsible for assisting the family while atthe FAC Specialists site and should continue to be the airline interfacewith the family until thefamily returns to their residence. Call Ctrto remain operational for a period afterwards as specified by Carrier (18) Maintain daily contact with family memberswho do nottravel tothe Incidentsite 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 ofTDA. This individual will travel to various locations, such as accident site, memberof significant experience morgue, JFSOC, and FamilyAssistance Centerwith the Director ofTDA. The Seaborne management with NTSB office of designated individual should have the authority or ready Access to thosewho have And supported by TDA and F AC ops sufficient authority to make decisions on behalf ofthe airline. EMPATHIA's on-site Director 

### (20) Establish an exclusive badge system to identifyfamily 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<-'**

EMPATHIASupport Tasks Seaborne on-site (21) Participate in daily coordination meetingsto 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 EMPATHIAto handle personnel to collect ante mortem information from families atthe site. Set-up ofthese 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 DMORTfacilities 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 DMORTteam within the FAC, transportation ofthe 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 appropriateforeign government embassies. collects citizenship and can interface

with DOS as

needed (25) Establish ajoint liaison with ARC at each supporting medical treatment facility to track the status of injured victims and to provide assistancetotheirfamilies. EMPATHIA FAC Specialists will deploy to local hospitals and interface with ARC (26) Develop procedures for handling of personal effects released by the NTSB orthe FBI ifthe aviation disaster is declared a criminal act. Retain forat least 18 months. EMPATHIA to assign a Handled by BMS Global liaison to oversee PE operations (27) Consultwith family members about any airline-sponsored monument, including any As requested, EMPATHIA inscriptions. will 

### Error! Reference ourcenotfound. (28) As required by the Aviation Disaster Family Assistance Act of 1996, provide Seaborne to cover reasonable reimbursement to theARC forthe services provided to the family, associated costs airline, and Supporting personnel.

### Tasks Seaborne (29) Provide the same support and treatment offamilies of non-revenue passengers or financially any othervictim ofthe accident (for instance, ground fatalities) as is provided for revenue passengers. (30) In the event thatthe NTSB conducts a public hearing or comparable proceeding at a location morethan 80 miles from the accident site, ensurethat a simultaneous transmission ofthe proceeding is made available to family members at a location open to the public at both the origin city and destination city ofthe accident flight. 

### (31) In the event ofan accident involving major loss of life that occurs outside the United States, and the aircarriervolunteers assistanceto US citizens within the United As applicable States, the air carrierwill consultwith the Board and the Department ofState on the provision ofthe assistance (as perAIR21 legislation) (32) In the eventthatthe investigation determines thatthe accident is the result ofa As applicable criminal act, coordinatewith the FBI OVA in arranging meetings with family membersto explain their rights as victims ofa 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 OVAwith and can

interfacewith them as needed 

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