RPBLeloTANTUI Airlines Nederland

B.V. Statutory seat Volmerlaan 3 NL- 2288 GC Rijswijk

Correspondence and

Billing P.O. Box 75607 NL-1118 ZR Schiphol

Triport

Visiting address Beecha venue 43 NL-1119 RA Schiphol- Rijk Phone +31 (0) 20 8921400 Fax +31 (0) 20 8921345

Chamber of Commerce

nr. 2709 8512 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 PLA N

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 21 st 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 ridersRPBLeloTANThis 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.