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••+••-KLM Royal Dutch Airlines**.~:.-.:c:,,T** r-::: Dockets - Dockets OST 96-1960 U.S. Department of Transportation 400 Seventh Street, S.W., Room PL 401 Washington, D.C. 20590 United States of America

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Unrestricted use+31-653474351 SPUQG.15.00501 May, 2015 subject KLM- Royal Dutch Airlines Family Assistance Plan In accordance with the U.S. operating permit requirements forair carriers, please find attached our plan to address the needs of families of passengers involved inan

aviation disaster. The KLM Royal Dutch Airlines Family Assistance Program has been developed to comply with the Aviation Disaster Family Assistance Act of 1996 (49 U.S.C. 1136 and 41113) and U.S. Public Law No. 108-176, DEC. 12, 2003, Century of Aviation Reauthorization Act, Section. 809, Availability of Aircraft Accident Site Information, paragraph (a) Domestic Air Transportation. Additionally, please be advised that our Operations Control Center may be reached 24 hours at:

Ifyou have any questions you may contact the undersigned at: Telephone: e-mail: Sincerely yours, Kees van der Louw Manager Emergency Response Planning Attachment: 1 P.O. Box 7700, 1117 ZL Schiphot Airport The NetherlandsTelex: 11252 Trade Register Amsterdam no 3301428680nds

# ~\ ---_I,·=KLM Royal Dutch Airlines OverviewThe KLM Royal Dutch Airlines (KLM) Family Assistance Plan describes the processes and procedures by which KLM, in cooperation with the National Transportation Safety Board (NTSB), its alliance partner inthe United States, other governmental agencies, and the designated independent organization, will provide assistance to families after an aircraft accident involving a flight operated by KLM. The purpose ofthis plan isto ensure that KLM's efforts are made inthe best interests of survivors and families andto respect the privacy, and cultural and religious backgrounds of survivors and families. KLM provides family assistance without regard tothe individual's status asa revenue passenger, non-revenue passenger, or crew member. KLM's Family Assistance Plan exceeds the minimum provisions ofthe Aviation Disaster Family Assistance Actof 1996, the Foreign Air Carrier Family Assistance Actof 1997 and all subsequent revisions. In order to ensure a timely response toan accident inthe United States of America, involving a flight operated by KLM, an agreement has been concluded with KLM's alliance partner inthe Unites States. KLM's US alliance partner will actasafirst responder in these cases and will act on behalf of KLM until such time that KLM's Go Team has arrived on scene. Certain specialized functions that are required following an accident may be accomplished on

behalf of KLM by vendors having expertise in those areas. Some of these vendors may be activated on behalf of KLM byitsUS alliance partner. Family Assistance Plan Date: 1May 2015 Page 2of8 pages

.··**/~' /"~**  J -AKLM Royal Dutch Airlines Emergency Response Planning Committing sufficient resources (13) KLM has developed and maintains comprehensive emergency response and family assistance plans which utilize a broad spectrum of both human and technological resources inthe event of an aircraft accident. During a response toan aircraft accident, large numbers of specially trained employees throughout the organization work on issues including family assistance, accident investigation, media relations and liaising with government agencies and support organizations. They are directed viaa dedicated command center network linked byall means of communications available tothe airline. KLM has developed and maintains cooperative relationships with external organizations involved inthe response toan aircraft accident. KLM has designated its emergency response organization specifically to allow independent management ofthe response tothe aircraft accident while continuing the safe operation ofthe airline. Care Team (16) A special team of organized and trained volunteers called the KLM Care Team has been established to enhance face-to-face communication between KLM and the passengers, families and crew members affected byan aircraft accident. Members of KLM's Care Team will respond

tothe needs that families may have. These volunteers originate from all divisions of KLM's organization. Care Team members are available at KLM's home base as well asinall geographical areas that KLM operates to. The Care Team members are organized in such a way that they can be rapidly mobilized following an aircraft accident. The specialized skills of each Care Team member is recorded ina comprehensive and detailed online electronic database which is maintained by KLM's Emergency Response Planning department. Training (15) In addition tothe specific training provided tothe Care Team members, emergency response training isalso provided to personnel in public contact positions throughout KLM's organization. KLM realizes that families may contact any (reservations) office or may seek support at airports that are neither the origin nor the destination ofthe flight involved inan aircraft accident. These trainings are continuously enhanced and include lessons learned from industry partners and

mental health professionals. Periodically, KLM rehearses its emergency response plan and sub plans in cooperation with external parties, including airports. KLM's code-share partners are included in planning, organizing, training and exercise opportunities in order to provide a consistent response to families affected byan accident ofany of KLM's flights. Additionally, KLM and its partners routinely coordinate with federal, state and local authorities that have emergency response responsibilities.Toll free number (1) KLM will establish a toll-free telephone number within 1hour of KLM's Operations Control Center receiving information that an aircraft operated by KLM orits affiliates has been involved inan accident and that there are serious injuries and/or fatalities. This telephone number willbe Family Assistance Plan Date: 1May 2015 Page 3of8 pages·=KLM Royal Dutch Airlines staffed by trained representatives ofthe Passenger Inquiry Centers of KLM inThe Netherlands and KLM's alliance partner inthe US. Normal reservations calls can still be facilitated. Passenger manifest, manifest reconciliation and notification Passenger manifest (14) Immediately after an aircraft accident, KLM will begin the process of determining which passengers have actually boarded the affected flight. This will include identifying passengers with reservations, standby, rerouted and non-revenue passengers. This process may be delayed

by passengers travelling under different names and passengers changing seats. KLM prohibits the unauthorized release and further distribution ofthis confidential, sensitive manifest. Immediately upon the request ofthe NTSB and/or the designated organization, alistof passengers onboard the aircraft (based upon the best information available atthe time ofthe request) will be sent byfaxtothe NTSB Communications Center. KLM's Emergency Manager in the Corporate Emergency Command Center (CECC) will ensure that the listis clearly marked as "preliminary manifest". The manifest verification process will continue and updates will be made tothe manifest periodically untilafinal verified manifest is produced. Once the verified manifest is complete, KLM's Emergency Manager inthe CECC will clearly mark itas "verified" and send it tothe NTSB Communications Center byfax. Ticket reconciliation (14) Reconciling a preliminary passenger listis accomplished by verifying data atthe departure airport tothe listof those holding computerized reservations (Passenger Name Records - PNRs) for the flight. Information inthe PNRs can also help to begin the process of determining the passenger's next-of-kin and with establishing contact. Once this initial reconciliation is complete, the more accurate list willbe provided to KLM's Care Team Coordination Center (CTCC), which

is located in KLM's OCC at Amsterdam airport inThe Netherlands sothe notification process can continue while the list continues tobe verified. Preliminary (unverified) passenger manifest (14) KLM's PIC will have access tothe unverified "preliminary" passenger manifest. As PIC representatives speak with families, they will be able to advise them iftheir loved oneis shown onthe unverified listas holding a reservation, pending verification that they have actually boarded the affected flight. In situations where someone's loved one appears on the list, the PIC representative will forward the caller's information toa specifically trained Care Phone Team member. Notifying passenger's families (2,3) Specifically trained Care Phone Team members will notify the family of each passenger as soon asit appears that the passenger was on board and thata close family contact exists. KLM will not wait to initiate this notification process until the names ofall passengers have been verified. This process will continue non-stop until all families have been notified. However, identifying and contacting some passenger's next-of-kin may be delayed depending onthe amount and

accuracy ofthe information available to KLM. The closest family member who has inquired about a name onthe verified passenger manifest will be contacted bythe Care Phone Team Family Assistance Plan Date: 1May 2015 Page 4of8 pages

·--:**~** .,· •A•KLM Royal Dutch Airlines until KLM is satisfied that the next-of-kin has been notified. Once the passenger manifest has been validated, family members willbe provided witha direct phone number tothe Care Phone Team.KLM will not release a passenger's name publically until the next-of-kin has been notified. Ifthe next-of-kin requests that the passenger's name will notbe made public, KLM will provide the information tothe NTSB inan effort todoall possible to honor the request. Passenger identification The Medical Examiner or Coroner is responsible for the positive identification of fatalities and will provide official notification of death tothe family. In cases where local capacity is exceeded, this task may be supplemented by members ofthe disaster mortuary team. The National Team of Forensic Investigation from The Netherlands may be invited byUS authorities via diplomatic channels to support the identification of fatalities. For injured passengers, the hospital is responsible for periodic status updates and either the hospital or KLM will continue to advise the families. Family access tothe accident site (12) The Care Phone Team will make arrangements for the family ofa passenger to travel tothe location ofthe accident ifthey so desire. Once atthe location ofthe accident, specific KLM Care

Team members willbe assigned and dedicated to each family to coordinate such issues as accommodations, ground transportation, communications, the purchase of personal incidentals and visiting survivors inthe hospitals. Ifa family so desires, Care Team members will travel to the family's home or other location to provide personal assistance, communications and logistical support. Professional counseling services willbe made available through KLM's close coordination with the designated organization responsible for family care and mental health. KLM will make provisions forajoint family operations support center to include space, communications and logistical support for federal and designated organization's staff. KLM will endeavor to secure a suitable facility to protect families from intrusions bythe media and by unwelcome solicitors. The NTSB has jurisdiction over the accident-site. Within site security limitations that these authorities establish, KLM will respond to family requests for visits tothe accident site. Access to the site however may be limited by terrain, bio-hazard and/or hazardous materials concerns, security measures or other unforeseen conditions. Care Team members will continue to assist family members as they depart from the accident location. After departing from the accident location, families will transition tothe Care Field Team back tothe Care Phone Team who will continue to maintain contact with and provide support for families as required. Human remains and personal effects Family Assistance Plan Date: 1May 2015 Page 5of8 pages**·~**KLM Royal Dutch Airlines A medical examiner (or coroner?) is responsible for the disposition of identifiable and unidentifiable human remains. Disaster mortuary teams may be activated bythe NTSB to assist with this process. KLM will comply with decisions made bythe responsible authorities and help ensure that families are advised of plans for disposition. Families' wishes concerning arrangements for the remains of their loved ones will be honored. Personal effects (5,6,7) Authorities should return identifiable personal effects tothe passenger's family rather than having the airline become custodian of them. Local authorities should determine disposition of unidentifiable personal effects. If personal effects come into the airline's control, KLM orits designee will consult with each family about the disposition of these items. Unless advised otherwise, KLM orits designee will describe tothe family the condition of each such item and follow the family's instructions concerning the return or other disposition of those items regardless of their condition. Because specialized services such asthe cleaning and restoration of personal effects may

require a certain expertise, KLM may arrange fora qualified contractor to provide these services. After returning all identifiable possessions, unclaimed possessions in KLM's control will be retained forno less than 18 months. KLM orits contractor will create an inventory of these items and will carefully store them. Monuments (8) Ifthe families express a desire fora monument ator near the accident site, KLM will consult with the family of each passenger about its construction, including any inscription onthe monument. All comments and concerns from families (along with statutory and/or regulatory requirements or considerations ofthe place of construction) will be given careful consideration. Each family will be given a choice of including ornot including the passenger's name ifan inscription of names is planned inthe agreed design. Should that notbe possible, inan effort to avoid lengthy delays, it may be necessary to implement aplan agreeable tothe majority ofthe families. The next-of-kin

will be given an opportunity to visit the monument when construction is complete. Access to proceedings (18) KLM will assure that, following an accident, any proceeding or public hearing, conducted bythe NTSB, which is located ata distance thatis greater than 80 miles from the accident site, will be made available through electronic means tothe families atthe origin city and destination cityof

that flight ifthat cityis located inthe United States of America. Family Assistance Plan Date: 1May 2015 Page 6of8 pages**~·** r"=KLM Royal Dutch Airlines Aircraft accidents outside the United States of America (16) KLM will consult with the NTSB and the Department of State inthe event assistance is offered to United States citizens within the US with regards toan aircraft accident outside the United States involving a major loss oflife. Relationship with the designated independent organization (10) KLM will establish a working relationship with the independent, non-profit organization that the NTSB designates under section 1136(a) (2)of Title VII, Section 703ofthe Federal Aviation Reauthorization Actof 1996. The goals ofthe partnership willbeto ensure that mental health and counseling services to families, as well as any other appropriate services, are provided following an aircraft accident Compensation of designated organization (11) Reasonable compensation willbe paid tothe NTSB-designated independent, non-profit organization under section 1136(a) (2)of Title VII, Section 703 ofthe Federal Aviation Reauthorization Actof 1996 for services provided bythe organization. KLM will request and expect aplan of tasks and anticipated costs as they are incurred and an itemized listof services rendered and expenses to accompany the organization's invoice. Ground property damage (17) Inthe event ofan aircraft accident that results in significant damage to property onthe ground thatisnot government-owned, KLM will advise the owner, in writing tothe extent practicable about liability for any property damage and means for obtaining compensation. The notice will advise the property owner to contact the insurer ofthe property for information about coverage and compensation for the damage andto obtain photographic or other detailed evidence of property damage as soon as possible after the aircraft accident Filing airline plan with the DOT and the NTSB KLM Royal Dutch Airlines has filed this plan as required bythe Foreign Air Carrier Family Assistance Actof 1997 and all subsequent revisions. In addition, KLM has submitted tothe National Transportation Safety Board contact telephone numbers atits Operations Control

Center (OCC), its Corporate Emergency Command Center (CECC) and selected individual functions that can be used bythe NTSB 24 hours aday,7 days a week. Operations Control Center Phone: --------------------Manager Emergency Response Planning Phone: -ooOooFamily Assistance Plan Date: 1May 2015 Page 7of8 pages...,::. -A•KLM Royal Dutch Airlines Corresponding items Aviation Disaster Family Assistance Act (1996) I Foreign Air Carrier Family KLM's Family Assistance Plan Assistance Act (1997) Point 1 Emergency Response Planning- Toll-free telephone number Point 2 Passenger manifest, Ticket reconciliation and NotificationNotifying Passenger's families Point 3 Passenger manifest, Ticket reconciliation and Notification - Notifying Passenger's families Point 4 Passenger manifest, Ticket reconciliation and Notification - Passenger manifest Point 5 Human remains and personal effects Point 6 Human remains and personal effects- Personal effects Point 7 Human remains and personal effects- Personal effects Point 8 Human remains and personal effects - Monuments Point 9 Overview Point 10 Relationship with designated**independ~nt** organization Point 11 Relationship with designated independent organization Point 12 Family access to accident site Point 13 Emergency Response Planning -Committing sufficient resources Point 14 Passenger manifest, Ticket reconciliation and Notification - Preliminary passenger manifest Point 15 Emergency Response Planning -Training Point 16 Aircraft accidents outside the United States of America Point 17 Ground property damage IPoint 18 Access to proceedings -ooOooFamily Assistance Plan Date: 1May 2015 Page 8of8 pages