### December 3, 2014


### Dockets- Dockets OST 96-1960 

### U.S. Department ofTransportation 400 

### Seventh Street, S.W., Room PL 401 

### Washington, D.C. 20590
SUBJECT: FAMILY ASSISTANCE PLAN EASTERN AIR LINES 

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### Please find attached ourplan to address the needs offamilies ofpassengers involved in aircraft accidents. This submission also incorporates the U.S. Department of Transportation notice published January 20, 2004 

### regardingthe requirements of the "Vision 100- 

### Century ofAviation Reauthorization Act" wherein certain additional assurances are required to be included in Air Carrier Plans. Additionally, please be advised that our operations staffmaybe reached 24 

### hours at: safety@easternairlines.aero or (305) 869-4256 or (305) 869-4257 Cell (734) 260-2181



### Ifyou have any questions you may contactthe undersigned at: Eastern Air Lines Group, Inc. P.O. Box 526865 

### Miami, Florida 33152

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### 1 Eastern Airlines FamilyAssistance Plan

Eastern Aw Lines Group, Inc._ Miami International Airport. 4200 NW 36'' Street. Bldg. SA Miami. Flor-ida 33166 PO Box 526865 Miami. Florida 33152 Tel: 305.869.4249 easternairlines.aero

### EASTERN AIR LINES FAMILY ASSISTANCE PLAN

Introduction The EASTERN AIR LINES Family Assistance Programhasbeen developed to comply with Public Law No. 104-264, Title VII, Aviation Disaster Family Assistance Act of 1996 ( 49 U.S.

### C. 1136 and 41113) and Public Law No. 108-176, December 12, 2003- Vision 100-Century of Aviation Reauthorization Act, Section 809, Availability ofAircraftAccident Site Information, Paragraph (a) Domestic Air Transportation This program is partof a larger effort, which includes the U.S. National Transportation Safety Board and otherU.S. governmental entities, to assist survivors, survivor families and victim families in the event of an aviation disaster withinthe United States orUS Territories. 

### Purpose The purpose ofthe EASTERN AIR LINES Family Assistance Programis as follows:

• Actin thebestinterests of survivors, survivor families and/or victim families. Respond to survivors, survivor families and victimfamilies with sensitivity, dignity and respect.

• Respect andbe sensitive to the cultural and religious backgrounds ofsurvivors, survivor families and victim families. Meetthe needs of survivors, survivorfamilies and victim families for such issues as:**~** timely information regarding the status of the passenger,**~** transportation to and from the location ofthe accident,**~** lodging and meals while at the accident location,**~** timely informationregarding survivor progress,**~** immediate clothing and personalhygiene necessities,**~** medical needs,**~** mental health counseling,**~** assistance withtransportation ofremains,**~** identification and return ofpersonal effects, and**~** pastoral support and memorial services. EASTERN AIR LINES will also provide similar services to immediate family members who do nottravel to the accident location. Provide the same level of assistance listed above for crew members and their families as well as others traveling on a non-revenuebasis. Page 1 ©FEI Behavioral Health, 2014 This document is provided as a toolfor FEI Customers. Release to or use byparties other than the Customer for which it was intended is prohibited.

### EASTERN AIR LINES FAMILY ASSISTANCE PLAN

• Provide training to the employees and agents ofthe carrier to meetthe needs of survivors and family members following an accident.

• Provide mental and emotional support to EASTERN AIR LINES employees, especially those asked to work with survivors, survivor families and victim families. Upon evaluation, EASTERN AIR LINES identified limited Family Assistance personnel resources available to respond to a crisis. Therefore, EASTERN AIR LINES has contracted with the following agencies to provide additionalresponse staff and consultation onFamily Assistance. FEI Behavioral Health (FEI) FEI hasbeenin operation since 1979 andhas a customerbase of over 140 companies, including Regional, Domestic and Foreign Air Carriers. FEI will conform to the Federal Family Assistance Plan for Aviation Disasters as detailed by the NTSB. Onbehalf ofEASTERN AIR LINES, FEI will:

• Provide Family Assistance Training to EASTERN AIR LINES employees and agents to enhance awareness of and sensitivity to the needs of survivors and family members following an accident. In the event of an accident, FEI will:

• Provide a toll free, publicized number within 60 minutes ofnotification. • Activate an inbound call center to screen initial inquiries. • Provide a second (outbound) call center staffedby behavioralhealthprofessionals. • The outbound call center, referred to as the Family Assistance Center, will respond to family member's inquiries, notify the next of kin, arrange travel and support nontravelling families. • Provide informationto families, as itbecomes known. • Offer continuous updates onnotification process. • Provide family notificationbefore public release. • Maintain daily contact withnon-traveling families. • Gather and compile data for the airline. • Make travel arrangements for families, as requestedby EASTERN AIR LINES. • Deploy a crisis management team to the on-site Family Assistance Center. • As requested, assist in establishment oftheJoint Family Support Operations Center. Page2 ©FEI Behavioral Health, 2014 This document is provided as atoolfor FEI Customers. Release to or use byparties other than the Customer for which it was intended is prohibited.

### EASTERN AIR LINES FAMILY ASSISTANCE PLAN

• Provide on site support and consultation to EASTERN AIR LINES. • Coordinate with NTSB, American Red Cross, Local Authorities, and Airline. • Work and liaise closely with other agencies working onbehalf ofthe airline. • Provide escort, support, information and assistance to survivors, victims and their families onbehalfofthe airline. • As requested, assist in establishing facilities and equipment as may be required to support the needs for a Simultaneous Electronic Transmission of NTSB Public Hearing at required locations.

EASTERN AIR LINES FAMILY ASSISTANCE PROGRAM In coordination with contracted agencies, EASTERN AIR LINES has developed detailed policies and procedures for affected station(s) emergency operations, headquarter emergency operations, as well as accident site emergency operations. In the event of an accident, the carrier will: 

### [Note: Principle responsibility is always the Carrier's. For clarification, the organization(s) responsiblefor carrying out or facilitating the task is indicated at the end ofeach section in parenthesis.] (1) Notify the NTSB communications center at (202) 314-6290 immediately upon knowledge of a crash. (EASTERN AIR LINES)

Page3 a) Provide place ofincident (or general vicinity ofincident), number ofpassengers and crewbased on preliminary departure information and number ofinjured and fatalities (ifknown). (EASTERN AIR LINES) b) Provideflight number, origination, connectionpoints and final destination (if known), and whether the flight was domestic or international. (EASTERN AIR LINES) c) Providename and telephone number ofthe person who is in overall charge of the incident site. (EASTERN AIR LINES) d) Providename, telephone number and location ofthehotel thathasbeen designated as theJFSOC. (EASTERN AIR LINES) e) Providename and telephone number ofthe personresponsible for thepassenger manifest. (EASTERN AIR LINES) ©FEI Behavioral Health, 2014

This document is provided as a toolfor FEI Customers. Release to or use byparties other than the Customer for which it was intended is prohibited.

### EASTERN AIR LINES FAMILY ASSISTANCE PLAN

f) Providename and telephone number ofthe personresponsible for family notification. (EASTERN AIR LINES) (2) Provide the public a reliable publicized toll free number with sufficient telephone capacity. (FEI) a) When disseminating the toll-free number, EASTERN AIR LINES will ask the media to inform the public that only individuals who have a reason to believe a family member or friend is a passenger onthe flight shoulduse the number. (EASTERN AIR LINES) b) The media notice will emphasize thatinitial calls to the airline are to provide a point of contactwiththe airline, providebasic flight information to the caller, and gather information so the airline may obtainpoints of contactfor each passenger. (EASTERN AIR LINES) c) The media willbe asked to reemphasize the carrier involved, the flight number, airport of origination, connection and final destination. (EASTERN AIR LINES) d) The "message" heard bycallers onhold will urge anyone who does nothave reason to believe that a family member or friend is a passenger oris unable to provide relevant information on the passenger to please clear the line. The "message" will also restate the carrier involved, the flight number, airport of origination, connection and final destination. (FEI) (3) Provide timelynotification to family members ofpassengers which will consist of continuous updatesbased upon manifestreconciliation withboarding documents (ticket lifts, ticket readers, final gate check-inname list). EASTERN AIR LINES will provide passenger information to family members as itbecomes known and willnot waituntil all names on the check-in manifest are confirmedbefore notifying individual family members. Family members willbenotified ifpassenger's name appears on a preliminaryname list and informed that confirmationinvolves reconciling the manifest with theboarding documents collected at the gate. Once contact is established with family members, itis maintained, regardless of whether additional informationbecomes available. Personnel are trained incrisis response and techniques to notify a person that a family member mayhave been involved in a disaster. (FEI) (4) Provide the NTSB, uponrequest, the most currentreconciled copy of Page 4 ©FEI Behavioral Health, 2014 This document is provided as a toolfor FEI Customers. Release to or use byparties other than the Customer for which it was intended is prohibited.

### EASTERN AIR LINES FAMILY ASSISTANCE PLAN

the passenger manifest. Each copy will benumbered or annotated so it can be distinguished from previous copies. (EASTERN AIR LINES) (5) Secure facilities at departure, arrival, and connecting airports where family members maybe initially gathering. These facilities will protectthem from media and solicitors, as well as provide a place to receive continuousupdates onthe reconciliation of the passenger manifest and other information on the crash as it becomes available. If at a secured facility, family members will benotified personally and privatelyby personnel trained in crisis response and deathnotification that their loved one is on the plane. (EASTERN AIR LINES and FEI) (6) Provide logistical supportto family members requesting travel to the incident site (or to a hospitallocation). This includes, butis not limited to, transportation, lodging, meals, security, communications, and incidentals. EASTERN AIR LINES will consider the following during selection of a facility: quality ofrooms, size of facilities, privacy for family members, relative location to medical examiner's office, temporary morgue, airport operations, crash site, NTSB investigationheadquarters, and medical treatmentfacilities. (EASTERN AIRLINES) (7) Informfamily members (or family friends/clergy who are with the family) at an appropriate time, as early as possible after beingnotified, thatit is critical they contact their family dentist to obtain dental records and dental x-rays oftheir loved one. Families will be asked to have the records and x-rays sentvia overnight delivery to the address ofthe hotel where theJFSOC is located. Families willbe told to send the package to the attention ofthe Deputy Director, FA, NTSB. Families will be advised thatifthey are coming to the site within the next48 hours, they may arrange to hand carry these documents. (FEI) (8) Make provisions for a JFSOC to include space, communication and logistical support to assist local and Federal staff. (EASTERN AIR LINES OR FEI) (9) Make provisions for private areas within the hotel for DMORT and medical examiner personnel to collect ante mortem informationfrom families at the site. EASTERN AIR LINES will also provide quiet space and communications resources for DMORT and medical examiner personnelto telephonically collect ante mortem information from families who decide to stay away from the site. EASTERN AIR LINES willreserve 6 to 15 rooms for crisis counseling/DMORT use. (EASTERN AIR LINES OR FEI)

Page 5 ©FEI Behavioral Health, 2014 This document is provided as atoolfor FEI Customers. Release to or use byparties other than the Customer for which it was intended is prohibited.

## EASTERN AIR LINES FAMILY ASSISTANCE PLAN

(10) Provide necessary information on foreign passengers to DOS representatives to facilitate interaction with appropriate foreign governmentembassies. (EASTERN AIR LINES) (11) Providenotification to family members prior to releasing passenger names to the public. Family members willbe given appropriate time to notify other family members and friends prior to public release ofthe victim's name. While itmaybe necessary for some families to have more than one contactpoint with the airline, families will be asked to designate one primary contactpointfor purposes of information sharing among the family. The carrier will notrelease the victim's name withoutfamily consent. (FEI) (12) Inquire at the time ofnotification or soon after iffamily members desire, ARC crisis assistance or an ARC person to talk to. Iffamily is undecided or say no, the willbe asked to inform their airline representative ifthey reconsider. All requests for assistance willbe passed to an ARC representative who will designate anARC staff member inthe family member's local area and request they contact the family. (FEI) (13) Provide the media with continuous updates on the progress ofthe notification process, to include: providing the number of victims' families notified as of a certain time and the number remaining to benotified. EASTERN AIR LINES will continue this process until all victims' families havebeennotified. (EASTERN AIRLINES) (14) Assist family members as they travel to and from the site by informing flight crews and airportpersonnel that family members are onparticularflights. At departure, connecting, and arrival airports, family members will have airline personnelmeet and assist them while on airport grounds. Ifnecessary, EASTERN AIR LINES will seek assistance from other carriers who mayhave a larger presence at the airport. EASTERN AIR LINES will assist family members as they departthe accident site and provide a contactperson who will continue to be the airline interface withthe family after the family returns to their residence. (EASTERN AIR LINES OR FEI) (15) Provide a contactpersonto meetfamily members as they arrive and accompany them at the incident site. A representative willbe assigned responsibility for assisting the family while at the site and will continue to be the airline interface with the family until the family returns to their residence. Uponreturn, a single contact person for all family members maybe designated. (FEI) (16) Provide a contactpersonfrom the airline to maintain daily contact withfamily members who do nottravel to the incident site. (FEI) Page 6 ©FEI Behavioral Health, 2014 This document is provided as atoolfor FEI Customers. Release to or use byparties other than the Customer for which it was intended is prohibited.

### EASTERN AIR LINES FAMILY ASSISTANCE PLAN

(17) Establish a badging system to identify family members. (EASTERN AIR LINES ORFEI) (18) Establish ajointliaison with ARC at each supporting medical treatmentfacility to track the status ofinjured victims and to provide assistance to their families. (FEI) (19) Develop procedures for the handling ofpersonaleffects notbeingheld as evidence for purposes of a criminal or accidentinvestigation. Provisions will be made for unclaimed possessions to be retained for at least 18 months from the date of the crash as required by law. (VENDOR UNDER CONTRACT) (20) Designate an individual who will be the airline's representative to the Deputy Director ofF A. This individual will travel to various locations, such as accident site, morgue, JFSOC, and family assistance center with the DeputyDirector ofFA. The designated individual will have the authority or ready access to those whohave sufficient authority to make decisions onbehalf ofthe airline. (EASTERN AIR LINES) (21) Consultwith family members about any airline-sponsored monument, including any inscriptions. (EASTERN AIR LINES OR FEI) (22) Provide reasonable reimbursementto the ARC for services to the family, airline, and supportingpersonnel. (EASTERN AIR LINES) (23) 

### Ifthe crashis declared a crime, coordinate with DOJ to arrange meetings with family members to explain their rights under the victims of crime legislation. (FEI) (24) Provide the same support and treatment of families ofnon-revenue passengers (and any otherperson aboard the aircraft) as for revenue passengers. (EASTERN AIR LINES) (25) Participate in daily coordinationmeetings to review daily activities, resolve problem areas, and to synchronize future family support operations and activities. (EASTERN AIR LINES and FEI) (26) Provide training to EASTERN AIR LINES employees and agents to increase awareness ofthe needs of survivors and family members following an accident. (FEI or EASTERN AIR LINES)
Page 7 ©FEI Behavioral Health, 2014 This document is provided as a toolfor FEI Customers. Release to or use byparties other than the Customer for which it was intended is prohibited.

### EASTERN AIR LINES FAMILY ASSISTANCE PLAN

(27) Whenproviding assistance to US Citizens withinthe United States with respect to an aircraft accident outsidethe Unites States involving major loss oflife, EASTERN AIR LINES will consult withthe NTSB and DOS onprovision of assistance. (EASTERN AIR LINES) (28) Inthe event of an accident thatinvolves significant ground damage to nongovernmentalproperty, EASTERN AIR LINES will notify the owner ofthe property aboutliability for anyproperty damage and the means for obtaining compensation. This notification will include advising the property owner: (1) to contact the property's insurerfor information about coverage and compensation; (2) to notrely on unofficial informationfrom the air carrier's representative about compensation; and (3) to obtainphotographic or other detailed evidence about property damage as soon as practicable. (EASTERN AIR LINES) (29) Inthe eventthatthe NTSB conducts a public accidenthearing at a location thatis more than 80 miles from the accident site, EASTERN AIR LINES will ensure thatthe hearing willbe available electronically live at the origin city and destination city of the accident aircraft's flight, ifthat city is in the United States. (EASTERN AIR LINES and FEI)

Page 8 ©FEI Behavioral Health, 2014 This document is provided as a toolfor FEI Customers. Release to or use byparties other than the Customer for which it was intended is prohibited.