RPBLeloTANTUI Airlines Nederland

B.V.

Statutory seat

Volmerlaan 3

NL-2288 GC Rijswijk

Correspondence and

Billing

P.O. Box 75607

NL-1118 ZR SchipholTriport

Visiting address

Beechavenue 43

NL-1119 RA Schiphol-Rijk

Phone +31 (0) 20

8921400

Fax +31 (0) 20 8921345

Chamber of Commerce

nr. 27098512

ABN AMRO Amsterdam

acc.nr. 52.80.49.259 EUR

IBAN EUR

NL43ABNA0528049259

acc.nr. 52.81.40.167 USD

IBAN USD

NL15ABNA0528140167

SWIFT: ABNANL2A

VAT-number

NL8046.37.295B01

TUI AIRLINES NEDERLAND, B.V.

d/b/a ARKEFLY

FAMILY ASSISTANCE PLAN

I. Overview

The purpose of the TUI Airlines Nederland, B.V. d/b/a (“Arkefly”)

Family Assistance Plan (hereinafter called the “Plan”) as set forth

herein is to provide company personnel with the guidelines,

procedures and training that will enable them to act in the interest of

survivors and victims’ families in the event of an aviation disaster; to

treat survivors and families with dignity; and to respect the cultural

and religious backgrounds of survivors and families.

II. Pre-Response Planning

A. In accordance with the Foreign Air Carrier Family Support

Act of 1997, Public Law 105-148 (111 Stat. 2681) and 49 U.S.C.

Sections 1136 and 41313, as amended by the Wendell H. Ford

Aviation Investment and Reform Act for the 21st Century (AIR-21),

Public Law 106-181 (114 Stat. 51), Arkefly publishes its Family

Assistance Plan and will insert the Plan into all appropriate

manuals.

B. The treatment of non-revenue passengers (and any other

victim of the accident) will be the same as the treatment of the

families of revenue passengers.

C. The Arkefly Emergency Response Teams will be utilized to

respond to likely needs of survivors and families.

D. Training of Family Assistance Personnel will be sufficient to

meet the survivors and family members following an accident.

Training of Arkefly employees and agents will be conducted in

conjunction with GO-Team training recognizing that:

1. A list of trained Family Assistance personnel (SAT

team) will be maintained in the Arkefly Emergency

Response Plan. (this is delegated to SOS )

2. Personnel who are in public contact positions need

to know how to respond to inquiries and facilitate responses

to them.
RPBLeloTAN3. Families may seek assistance from Arkefly at

airports that are neither the origin nor the destination of the

flight at which Arkefly maintains a facility.

4. Simulations of the Plan will be held annually in

addition to participation in local disaster drills.

5. After an aviation disaster involving an Arkefly aircraft,

a toll-free 800 number will be published for the use of

families to inquire about passengers.

6. It is the policy of Arkefly that Manifest information will

only be released to the proper U.S. National Transportation

Safety Board (NTSB) authorities having jurisdiction of the

accident site by the designated Arkefly Security Coordinator

to the NTSB, the Arkefly NTSB Family Assistance

Coordinator, COO and CEO or Director of Flight Operations.

Any other release of manifest information is considered

unauthorized and prohibited.

7. Arkefly will inform family members (or family friends

or clergy who are with the family) at an appropriate time, but

as early as possible after being notified, that it is critical that

they contact their family dentist to obtain the dental records

and dental x-rays of the loved one. Arkefly will ask the family

to have the records and x-rays sent by overnight courier

service to the address of the hotel where the joint family

support operations center will be located. Packages should

be addressed to the Director Family Support Services,

NTSB. If the family is coming to the site the next day, the

family may arrange to hand carry these documents. If the

family is already at the accident site or arrives without

making these arrangements, the Disaster Mortuary Team

personnel will coordinate with the family's dentist to obtain

dental records and dental x-rays.

III. Passenger Manifest, Tickets Reconciliation and Notification

A. In order to determine which passengers actually boarded

the flight, Arkefly personnel immediately after the accident will

begin a review of the following:

1. On Board Passenger Manifest

2. Standby passengers

3. Non revenue passengers

4. Rerouted passengers

5. Passengers who cancelled their reservation

6. Jump Seat riders
RPBLeloTANThis process could be delayed by persons traveling under different

names.

B. Arkefly will release, upon request, to the NTSB Family

Support Services Director a passenger list that reflects the best

available information at the time of the request.

1. All personnel involved with handling of manifest will

be briefed as to the confidential/sensitive nature of this

information.

2. All appropriate manifest lists will be stamped

"PRELIMINARY AND UNCONFIRMED" with the date, time

and list number.

3. Arkefly will update periodically.

4. Upon request, Arkefly will provide to the U.S.

Department of State information in its possession about

foreignpassengers.

C. Notification Procedures

1. As soon as information becomes available on each

passenger, that passenger’s family will be notified.

a. Notification to family members will be made

prior to the release of passenger’s name to the public

and, to the extent possible, in person.

2. Arkefly personnel making the notification will be

suitably trained as noted in Para. II D of this plan.

3. Arkefly will secure a facility for family members that

will insure privacy from solicitors and the media.

4. After coordination with NTSB, Arkefly will provide a

joint support operations center to provide logistical support

to the federal staff.

5. As appropriate, Arkefly will continually update the

public on the progress of family notification.

D. Confidential/Sensitive Information

1. As stated in 2D(6) of this document, any

unauthorized release of manifest information is prohibited.
RPBLeloTANIV. Passenger Identification

A. Medical Examiner/Coroner

1. The medical examiner or coroner is responsible for

the positive identification of fatalities.

a. If the victim has died, the medical examiner

will coordinate with the Disaster Mortuary Team

Commander to provide official notification of death to

the family. Neither Kenyon nor Arkefly will confirm

medical status to the families which is the sole duty

of the Dutch police.

b. For injured passengers, the hospital is

responsible for status updates and either the hospital

or Kenyon will advise the families.

V. Family Access to the Accident Site

A. The U.S. National Transportation Safety Board has primary

U.S. Federal accident-site jurisdiction.

B. Within the limits that authorities have established, Arkefly

will respond to family requests for access to the accident scene.

C. Arkefly will assist the family of a 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 including the

following:

1. Transportation to and from accident city.

2. Hotel accommodations at accident city for a

reasonable time period.

3. Meal voucher during hotel stay and day of travel to

and from the accident city.

VI. Human Remains and Personal Effects

A. The medical examiner is responsible for the disposition of

identifiable and unidentifiable human remains. (Kenyon)

B. Authorities should return identifiable personal effects to

victim’s family rather than having Arkefly become a custodian of

them; authorities should determine disposition of unidentifiable

personal effects.
RPBLeloTANC. Personal effects that come into the control of Arkefly will be

handled in the following manner after release from NTSB:

1. Arkefly (Kenyon obo.ArkeFly) will consult with each

family about the disposition of personal effects that are in

Arkefly's control.

2. Arkefly (Kenyon obo.ArkeFly ) will return to the

family, if requested, any passenger's possession that is

under the control of Arkefly.

3. Arkefly (Kenyon obo.ArkeFly ) will retain for 18

months any unclaimed property of a passenger that is

under Arkefly's control.

4. Arkefly will consult with the families about the

construction by Arkefly of any planned monument including

the inscription on it.

VII. Relationship with Designated Independent Organization

A. Arkefly will work with the American Red Cross (49 U.S.C.

Section 1136(a)(2) on an ongoing basis to provide mental health

and counseling service to families.

1. Mental health services can be coordinated on a local

basis through the nonprofit organization or these services

can be brought in from another city where the airline may

have a Mental Health Professional on retainer.

2. Should long term counseling be required, Arkefly will

coordinate with the nonprofit organization appointed by the

NTSB, the family and the company providing the service.

B. Arkefly will develop a procedure to pay reasonable

compensation to the NTSB-designated independent nonprofit

organization as required by 49 U.S.C. Section 41313 (c)(11).

C. Arkefly, in the event that it volunteers assistance to United

States citizens within the United States with respect to an aircraft

accident outside the United States involving major loss of life, will

consult with the NTSB and the Department of State on the

provision of assistance.
RPBLeloTANVIII. Notice Concerning Liability for Man-Made Structures

A. In General: In the case of an accident that results in

significant damage to a man-made structure or other property on

the ground that is not government-owned, Arkefly 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. Minimum Contents: At a minimum, the written notice shall

advise an 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

foreign air carrier representatives about compensation by the

foreign air carrier for accident site property damage; (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.

IX. Simultaneous Electronic Transmission of NTSB Hearing

In the case of an accident in which the National Transportation

Safety Board conducts a public hearing or comparable proceeding

at a location greater than 80 miles from the accident site, Arkefly

will ensure that the proceeding is made available simultaneously by

electronic means at a location open to the public at both the origin

city and destination city of Arkefly’ flight if that city is located in the

United States.

X. Resources for the Plan

Arkefly will provide the personnel and financial resources

necessary to carry out its responsibilities under this Plan.

XI. Filing of this document with the National Transportation Safety

Board and the U.S. Department of Transportation

A. Pursuant to the Foreign Air Carrier Family Support Act of

1997 and 49 U.S.C. § 41313(b), this document will be filed with the

National Transportation Safety Board and the U.S. Department of

Transportation.

B. Arkefly’s 24-hour operations contact number has been

provided to the NTSB under separate letter and is not for public

disclosure.