us Department of Transportation

Disaster Assistance

400 Seventh St, s.W Room PL401

Washington DC 20590 USA

Dear Sir/Madam,

Please find attached the updated Family Assistance ~upport statement for Express Freighters

Australia (EFA) which forms part of the Qantas Group,

This document has been revised as a consequence Jour pending EFAoperations into the USA, and

our subsequent commitment to meeting the requirelents of the US Foreign Air Carriers Support Act

of 1997, as amended 2003.

The Qantas Group Crisis Management Team continues to provide leadership and direction to the

entire Qantas Group for all issues surrounding an inc1ident, including deployment of supporting

elements.

The enclosed statement reflects the Group response to a Qantas Group (Qantas Airways, Jetstar

Airways, Express Freighters Australia} crisis event.

Any queries you have with regard to the enclosed statement should be directed to Kristen Welsh in

the first instance. Kristen's details are:

Kristen Welsh

Manager Business Resilience

Office of the CEO, Qantas Group

B Wing, level 4

10 Bourke Road, Mascot

NSW, Australia 2020

V7c:/~:

Ch'~P;~~~

Group Manager, Busin ss Resilience

Office of the CEO, QaJtas Group

B Wing, Level 4 /

10 Bourke Road, Mascot

NSW, Australia 2020
~QantasGroup

Family Support Statement for Compliance with the

US Foreign Air Carrier Family Support ACT

1. Introduction

1.1 This statement has been developed in order to ensure compliance with the US Foreign

Air Carrier Family Support Act as amended in December 2003, hereto referred to as 'the

Act'. This plan replaces in total all previous Qantas Group correspondence issues in

response to this legislation.

1.2 Any Qantas Group emergency response to an air disaster is governed by procedures as

detailed in the Qantas Group Crisis Management Plan. This document provides an

overview of the response, highlighting those activities that provide compliance with.

2. Applicability

2.1 For the purpose of readability of this document, any reference to the air carrier, airline

or Qantas Group should be read as any of the approved airlines (Qantas Airways; Jetstar

Airways and/or Express Freighters Australia) unless specifically stated.

2.2 Unless stated otherwise, the provisions of this plan apply in the case of an aircraft

accident that occurs within the United States of America.

3. Meeting the Provisions of the Act

3.1 Providing a 24 hour telephone contact number

3.1.1 The Qantas Group Reservations Emergency Activation Control Team (REACT) in

Sydney will be activated to provide 24 hour contact numbers to callers outside

and inside the United States, including a reliable toll-free number for calls made

from within the United States.

3.1.2 Qantas Corporate Communications will promulgate the contact numbers by all

possible media means as soon as appropriate after the event.

3.2 Notification of families

3.2.1 Qantas Group will make all efforts to ensure that families of passengers involved

in an aircraft accident involving a significant loss of life are notified (in person to

the extent practicable) before releasing or making a public notice of the names

of such passengers. It is recognised that this will not always be possible, where

families are inaccessible or uncontactable.

3.2.2 REACTis resourced to gather passenger information, including next of kin details

and disseminate it to appropriate authorities.

3.3 Prompt notification

3.3.1 Qantas Group will notify the family members of a passenger as soon as the

Qantas Group has verified the identity of the passenger, whether or not the

names of all of the passengers have been verified.

3.3.2 REACTand the Special Assistance Team (SAT) are resourced and trained to carry

out this task.

3.4 List of passengers

3.4.1 Qantas Group will provide a list of passengers to the NTSB, DOT and along with

emergency contact details to the US Department of State when requested.

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3.4.2 This information will be provided on the strict understanding that not all the

names of the passengers may be verified at the time the list is provided, and

that the list is the most accurate information available at the time. Qantas

Group reserves the right to subsequently correct or update the list of passengers

as more accurate formation becomes available. The list is not to be publicly

distributed.

3.5 Disposition of remains and effects

3.5.1 Qantas Group will consult with families of deceased passengers with regard to

the disposition of all remains and personal effects that within the control of the

Qantas Group.

3.5.2 The SAT has been resourced, trained and tasked with this responsibility.

3.6 Return of possessions

3.6.1 Qantas Group will return, where possible, all personal possessions within its

control to the family of the deceased upon request.

3.6.2 Return of possessions is subject to the NTSB releasing the items from the site of

the incident, and the items no longer being required for the accident

investigation or a criminal investigation.

3.6.3 The SAT has been resourced, trained and tasked with this responsibility.

3.7 Unclaimed possessions

3.7.1 Qantas Group will retain unclaimed personal effects of a passenger within its

control for a period of no less than 18 months from the date of the accident.

3.7.2 The SAT has been resourced, trained and tasked with this responsibility.

3.8 Monuments

3.8.1 Qantas Group will endeavour to ensure that the wishes of the majority of

passengers and families affected by the incident are represented during the

construction of any monuments or memorials, including any inscriptions. The

Qantas Group will also endeavour to ensure that the family of each passenger is

consulted as part of the process of determining the wishes of the majority.

3.8.2 The SAT has been resourced, trained and tasked with this responsibility.

3.9 Equal treatment

3.9.1 Qantas Group response plans for management and post incident care do not

segregate passengers on any basis including without limitation by whether the

passengers are nonrevenue passengers or revenue passengers.

3.10 Service Organisations

3.10.1 Qantas Group endeavour to work with and cooperate with all recognised service

I

organisations to ensure the wellbeing of all affected passengers, staff and their

families by providing appropriate levels of services and assistance following an

incident.

3.10.2 Before committing resources to assist service organisations, the Qantas Group

would seek assurance from the NTSBand DOT that the service organisation in

question is appropriately authorised and appropriate for the task at hand.

3.10.3 The Site Management Team is responsible for liaison with service organisations

at the location of the incident.

3.11 Compensation to service organisations

3.11.1 Fair and reasonable consideration will be given to any organisation that has

provided services in accordance with a request from the Qantas Group.

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3.11.2 Costs incurred for services provided that have not been expressly requested by

the airline will not be considered.

3.12 Travel and care expenses

3.12.1 Qantas Group will endeavour to provide travel, suitable accommodation and

meet the expenses for immediate family whilst remains and personal effects are

being managed by the airline.

3.12.2 The SAT has been resourced, trained and tasked with managing the travel,

accommodation and expense needs of the personnel affected.

3.13 Resources for the plan

3.13.1 Qantas Group has sufficient resources to provide the outputs identified in this

plan.

3.13.2 The majority of Qantas Group resources are maintained in Australia. There will

be an unavoidable delay in the delivery of the full force of the Qantas response

equivalent to the time that it will take to deploy those resources to the incident

location.

3.14 Requests by family member

3.14.1 Upon request by a verified member of the immediate family of a passenger

affected by the incident, the Qantas Group will identify if the passenger's name

appears on the manifest of the flight.

3.15 Training for employees and agents

3.15.1 The SAT has been trained to meet the humanitarian needs of survivors and

families following an incident.

3.15.2 Qantas Group does not provide humanitarian training to contract staff or third

parties which may from time to time operate on behalf of Qantas for the

execution of limited and specific duties.

3.15.3 Qantas Group accepts no liability on behalf of those personnel who have not

been trained in humanitarian assistance.

3.16 Requests by family members consultation with NTSB and DOT

3.16.1 Qantas Group will consult with the NTSBand the DOT during all phases of the

humanitarian response to survivors and families after an incident.

3.16.2 In the event that there is an aircraft accident involving a major loss of life

outside the United States of America and the Qantas Group volunteers

assistance to United States citizens within the United States of America, the

Qantas Group will consult with the Department of State and the NTSB.

3.16.3 Qantas Group consultation will be actioned by the Crisis Chair of the Group

Crisis Management Team in Australia or the Site Manager (by delegation)

deployed to the location of the incident.

3.17 Notice concerning liability for man made structures

3.17.1 Qantas Group will notify the owner ofthe damaged property about liability for

any property damage and the means of obtaining compensation.

3.17.2 The notification, at a minimum, shall advise the property owner to;

• Contact the property's insurer for information about coverage and

compensation;

• Not rely on unofficial information about compensation; and

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• Obtain photographic or other detailed evidence about property damage

as soon as practicable, consistent with restrictions on access to the

accident site.

3.17.3 Qantas Group consultation will be actioned by the Crisis Chair of the Group

Crisis Management Team in Australia or the Site Manager (by delegation)

deployed to the location of the incident.

3.18 Publicaccident hearing

3.18.1 Qantas Group will, if the NTSB conducts a public accident hearing at a location

that is more than 80 miles from the accident site, ensure that the hearing will be

available electronically live at the origin city and destination city of the flight, if

that city is in the United States.

3.18.2 Qantas Group action on this issue will be managed as part of the Group's crisis

planning and response departmental responsibilities.

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