Ji DowLohnes 

VIA HAND DELIVERY 

U.S. Department of Transportation 

Docket Section, Room W12-140 

West Building, Ground Floor 

1200 New Jersey Avenue, SE 

Washington, D.C. 20590 

Re: Docket OST-96-1960 

To Whom It May Concern: 

July 25, 2013 

. ' ) 

Enclosed is the updated JetBlue Family Assistance Plan as required by the Aviation 

Disaster Family Assistance Act of 1996 ( 49 U.S.C 1136 and 41113), and Public Law No. 108-

176 (Vision 100-Century of Aviation Reauthorization Act), Section 109. If you have questions 

or require any additional information, please contact me. 

Sincerely, 

Jonathan B. Hill 

J. Parker Erkrnann 

Counsel for 

JetBlue Airways Corporation 

Enclosure 

cc: Dora G. Habachy (JetBlue Airways Corporation) 

Dow Lohnes PllC 

Attorneys at Law 

www.dowlohnes.com 

WASHINGTON, DC I ATLANTA, GA 1200 New Hampshire Avenue, NW, Suite Soo 

Washington, DC 20036·6802 

T 202.776.2000 F 202.776.2222 
FAMILY ASSISTANCE PLAN 

Prepared by: 

jetBlue® 

27-01 Queens Plaza North 

Long Island City, NY 11101 

United States of America 

July 25, 2013 
jet Blue® 

FAMILY ASSISTANCE PLAN 

Introduction 

The JetBiue Airways Corporation ("JetBiue") Family Assistance Plan has been written to 

comply with the Aviation Disaster Family Assistance Act of 1996 (49 U.S.C. 1136 and 

41113(b)), as amended by the Wendell H. Ford Aviation Investment and Reform Act for 

the 21 51 Century and the Vision 100-Century of Aviation Reauthorization Act. The 

content and filing requirements listed here are mandated by Title VII, section 703, of the 

Federal Aviation Reauthorization Act of 1996 (Public Law 1 01-624). 

The purpose of the JetBiue Family Assistance Plan is to ensure that in the event of a 

major accident, JetBiue is prepared to act in the best interests of survivors, survivor 

families and/or victim families; to respond to survivors, survivor families and victim 

families with sensitivity, dignity and respect; and to respect and be sensitive to the 

cultural and religious backgrounds of survivors, survivor families and victim families. 

This plan is part of a larger effort, which includes the United States National 

Transportation Safety Board ("NTSB") and other governmental entities, to assist 

survivors, survivor families and victim families in the event of an aviation disaster within 

the United States or its territories. 

JetBiue has policies and procedures for affected station(s) emergency operations, 

headquarter emergency operations, as well as accident site emergency operations as 

set forth in the JetBiue Emergency Operations Manual. 

Assurances 

In the event of an accident, JetBiue will: 

(1} TOLL-FREE TELEPHONE NUMBER FOR FAMILY MEMBERS 

Publicize a reliable toll-free telephone number, and will provide staff, to handle 

calls from the families of passengers. JetBiue has contracted with a business 

partner to provide services in support of inbound call center requirements. 

a) JetBiue will immediately notify the business partner and provide toll-free 

telephone numbers to be used. 

b) The business partner will: 

• Activate an inbound call center to screen initial inquiries. 

• Provide initial notifications to family members of passengers on affected 

flight, by using either a preliminary passenger list, or confirmed passenger 

list, if available. 

• Gather, compile and provide data to JetBiue. 

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jet Blue® 

FAMILY ASSISTANCE PLAN 

(2) FAMILY MEMBER NOTIFICATION 

Implement a process for notifying the families of the passengers, before 

providing any public notice of the names of the passengers, either by utilizing the 

American Red Cross, the designated independent organization outlined in 49 

U.S.C. 1136(a)(2), or the services of other suitably trained individuals. JetBiue 

has contracted with a business partner to provide services in support of 

notification requirements by phone. 

(3) NAMES ON MANIFEST 

The notice described in assurance (2) above will be provided to the family of a 

passenger as soon as JetBiue has verified that the passenger was aboard the 

affected flight (whether or not the names of all of the passengers have been 

verified) and, to the extent practicable, these notifications will be conducted in 

person. 

(4) PASSENGER MANIFEST 

Provide to the director of family support services (NTSB Office of Transportation 

Disaster Assistance) that is designated for the accident under 49 U.S.C. 

1136(a)(1 ), and the American Red Cross, the designated independent 

organization outlined in 49 U.S.C. 1136(a)(2), immediately upon request, a list 

(which is based on the best available information at the time of the request) of 

the names of the passengers aboard the aircraft (whether or not such names 

have been verified), and will periodically update the list. 

(5) HANDLING PERSONAL EFFECTS 

Consult with the family of each passenger regarding the disposition of all remains 

and personal effects of the passenger within the control of JetBiue. JetBiue has 

contracted with a business partner to provide services in support of all personal 

effects issues. 

(6) RETURNING PERSONAL EFFECTS 

Return any possession of a passenger that is within the control of JetBiue, to the 

family of the passenger upon request, unless the possession is needed for the 

accident investigation or any criminal investigation. JetBiue has contracted with 

a business partner to provide services in support of all personal effects issues. 

(7) RETENTION OF PERSONAL EFFECTS 

Any unclaimed possession of a passenger within the control of JetBiue will be 

retained for at least 18 months. JetBiue has contracted with a business partner 

to provide services in support of all personal effects issues. 

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jet Blue® 

FAMILY ASSISTANCE PLAN 

{8) AIRLINE-SPONSORED MONUMENT 

Consult with the family of each passenger about the construction of any JetBiuesponsored monument to the passengers, including any inscription on the 

monument. 

(9) FAMILIES OF NON-REVENUE PASSENGERS & OTHER POSSIBLE VICTIMS 

Ensure the treatment of families of non-revenue passengers (and any other 

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

revenue passengers. 

{10) ASSISTANCE FROM AMERICAN RED CROSS 

Work with the American Red Cross, the designated independent organization as 

outlined in 49 U.S.C. 1136(a)(2), on an ongoing basis to ensure that families of 

passengers receive an appropriate level of services and assistance following an 

accident. 

(11) COMPENSATION TO AMERICAN RED CROSS 

Provide reasonable compensation to the American Red Cross, the designated 

independent organization as outlined in 49 U.S.C. 1136(a)(2), for services 

provided to or on behalf of JetBiue. 

(12) LOGISTICAL SUPPORT TO FAMILY MEMBERS 

Provide assistance to 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. 

{13) RESOURCES 

Commit sufficient resources to carry out this Family Assistance Plan. 

(14) NOTIFICATIONS BASED UPON PRELIMINARY MANIFEST 

Inform the family of a passenger, upon its request, whether the passenger's 

name appeared on a preliminary passenger manifest for the affected flight, 

whether or not the name of the person has been verified. 

{15) TRAINING FOR EMPLOYEES 

Provide training to JetBiue employees and agents to increase awareness of and 

sensitivity to the needs of survivors and family members following an accident. 

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jet Blue® 

FAMILY ASSISTANCE PLAN 

(16) ACCIDENT OUTSIDE THE U.S. 

Consult with the NTSB and the U.S. Department of State on the provision of 

assistance in the event that JetBiue volunteers assistance to U.S. citizens within 

the United States with respect to an aircraft accident outside the Unites States 

involving major loss of life. 

(17) NOTIFICATION TO PROPERTY OWNERS 

Ensure that in the case of an accident that involves significant damage to a 

manmade structure or other property on the ground that is not governmentowned, prompt notice in writing, to the extent practicable, is provided directly to 

the owner of the structure or other property about liability for any property 

damage and means for obtaining compensation. At a minimum, this notification 

will advise the property owner to (i) contact the insurer of the property as the 

authoritative source for information about coverage and compensation; (ii) not 

rely upon unofficial information offered by JetBiue representatives about 

compensation by JetBiue for the accident-site property damage; and (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. 

(18) ELECTRONIC TRANSMISSION OF PUBLIC HEARING 

Ensure that in the event the NTSB conducts a public hearing or comparable 

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

if that city is located in the United States. 

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