Holland & Knight

800 17111Street. NW. SUite 1100 I Washington. DC 20006 I

Holland & Knight LlP I www.hklaw.com

Anita M, Mosner

202.419.2804

anlta.mosner@hklaw.com

November 10,2014

VIA ELECTRONIC FILING

Docket DOT-eST -1998-3304

U.S. Department ofTransportation

1200 New Jersey Avenue SE

Washington, DC 20590

Office of Transportation Disaster Assistance

National Transportation Safety Board

490 L'Enfant Plaza East, S.W.

Washington, DC 20594

Re: Virgin Australia Intemational Airlines Ptv Ltd d/b/a Virgin Australia: Aviation Disaster

Family Assistance Plan

On behalf of our client, Virgin Australia Intemational Airlines Ply Ltd d/b/a Virgin Australia, we

have enclosed e carrier's updated family assistance plan in accordance with 49 U.S.C.

~ 41313. This an replaces the version submitted to the docket on November 6,2007.

Anita M. Mosner

Attorney for

Virgin Australia Intemational Airlines Ply Ltd d/b/a Virgin Australia
Virgin Australia International Airlines Pty Ltd d/b/a Virgin Australia 

Virgin Australia International Airlines Pty Ltd d/b/a Virgin Australia 

Aviation Accident Family Assistance Statement 

1 INTRODUCTION 

1.1 Virgin Australia International Airlines Pty Ltd d/b/a Virgin Australia ("Virgin Australia") 

hereby submits this statement, which provides a summary of the procedures and 

capabilities that comprise the Virgin Australia Corporate Emergency Response Plan. 

2 PURPOSE 

The purpose of the Corporate Emergency Response Plan is: 

2.1 To act in the best interests of the families of passengers, including non-revenue 

passengers, involved in any aircraft accident involving aircraft under Virgin Australia's 

control and resulting in a major loss of life; 

2.2 To treat the members of such families with compassion, dignity, and respect and to 

assist them in the manner outlined in this Plan; 

2.3 To coordinate the assistance that Virgin Australia provides to families of passengers 

with the efforts of the National Transportation Safety Board ("NTSB") and other 

governmental agencies in the event of an aircraft accident resulting in a major loss of 

life; and 

2.4 To fulfill the responsibilities of Virgin Australia under the Foreign Air Carrier Family 

Support Act of 1997. 

3 STATEMENT OF COMPLIANCE WITH THE ACT 

The Virgin Australia Corporate Emergency Response Plan governs the response to an 

aircraft accident resulting in major loss of life. This plan provides for the following: 

3.1 Provision of a Reliable Toll-Free Telephone Number. 

3.1.1 Virgin Australia has a plan for publicizing a reliable, toll-free telephone number and will 

activate call centers to take calls from families of passengers involved in an aircraft 

accident. 

3.2 Notification of Families. 

3.2.1 If at all practicable, notification of families will be made in person by Virgin Australia or 

by the independent disaster relief organization designated by the NTSB (e.g., Red 

Cross) to coordinate assistance and support for families. 

3.2.2 Contact with the families will be undertaken by using the services of an independent 

disaster relief organization designated by the NTSB (e.g., Red Cross) or other suitably 

trained personnel. 

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Virgin Australia International Airlines Pty Ltd d/b/a Virgin Australia 

3.2.3 Virgin Australia will adopt an internal policy prohibiting its employees from making any 

unauthorized release of passenger manifest information. 

3.2.4 Virgin Australia will rely on the duly authorized medical examiner or coroner for positive 

identification of fatalities. 

3.3 Notice as Soon as Possible. 

3.3.1 Notification to family members will be conducted as soon as practicable following 

verification by Virgin Australia that the passenger was aboard the aircraft, whether or 

not the names of all the passengers have been verified. 

3.4 List of Passengers. 

3.4.1 Immediately upon request, Virgin Australia will provide to the designated NTSB family 

support services director and the designated independent disaster relief organization a 

passenger list that reflects the best available information at the time of the request. The 

list will be marked, if appropriate, "preliminary and unconfirmed," and will be updated 

promptly as appropriate. 

3.5 Consultation Regarding Disposition of Remains and Effects. 

3.5.1 If human remains or personal effects come into Virgin Australia's control, Virgin 

Australia will consult with each family about the disposition of any remains or personal 

effects under Virgin Australia's control. 

3.5.2 The medical examiner and coroner shall be responsible for the disposition of 

identifiable and unidentifiable human remains. 

3.5.3 The NTSB and other federal, state and local authorities will return identifiable personal 

effects to the passenger's family and not to Virgin Australia. The same authorities will 

determine the disposition of any unidentifiable personal effects. 

3.6 Return of Possessions. 

3.6.1 If requested, Virgin Australia will return to the family any personal effects (regardless of 

condition) within the control of Virgin Australia unless that personal effect is needed in 

connection with an accident investigation or a criminal investigation. 

3. 7 Retention of Unclaimed Possessions. 

3. 7.1 Virgin Australia will retain for eighteen ( 18) months any unclaimed personal effects that 

are in Virgin Australia's control. 

3.8 Monuments. 

3.8.1 Virgin Australia will consult the families of each passenger about construction by Virgin 

Australia of any monument in the United States, including any inscription on such 

monument. 

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Virgin Australia International Airlines Pty Ltd d/b/a Virgin Australia 

3.9 Equal Treatment of Passengers. 

3.9.1 Virgin Australia's plans for the provision of support and care do not differentiate 

between families, passengers (and any other victim of the accident) on any basis. 

3.10 Service Organizations. 

3.1 0.1 Virgin Australia will work with the NTSB-designated independent organization (e.g., 

Red Cross) on an ongoing basis to ensure that families of passengers receive an 

appropriate level of mental health and counseling services following an accident. 

3.11 Compensation to Service Organizations. 

3.11.1 Virgin Australia will provide reasonable compensation to the NTSB-designated 

independent organization for any mental health and counseling or other services 

provided by that organization to the families of passengers. 

3.12 Travel and Care Expenses. 

3.12.1 In response to family requests for access to the accident site, and within limitations 

established by the NTSB and other federal, state and local authorities, Virgin Australia 

will promptly provide travel and suitable accommodation to meet the needs of the 

immediate family. 

3.12.2 Virgin Australia will assist the family of a passenger in traveling to the location of the 

accident and will provide for the physical care of the family while the family is staying at 

such location. 

3.13 Resources for the Plan. 

3.13.1 Virgin Australia will identify and commit sufficient resources to carry out the purposes of 

this Plan. 

3.14 Flight Reservation Information. 

3.14.1 Upon request of the family of a passenger aboard the aircraft involved in an accident, 

Virgin Australia will inform the family of whether the passenger's name appeared on a 

preliminary passenger manifest for the flight involved in the accident, whether or not the 

name of that person has been verified. 

3.15 Training of Employees and Agents. 

3.15.1 The Virgin Australia Special Assistance Team will be provided with adequate training to 

meet the humanitarian needs of survivors and family members following an aircraft 

accident. 

3.15.2 Virgin Australia will also ensure that any contracted third parties which form part of the 

Virgin Australia Assistance Team have been provided with adequate training to meet 

the humanitarian needs of survivors and family members following an aircraft accident. 

3.16 Consultation on Carrier Response Not Covered by Plan. 

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Virgin Australia International Airlines Pty Ltd d/b/a Virgin Australia 

3.16.1 In the event that Virgin Australia volunteers assistance to United States citizens within 

the United States with respect to an aircraft accident involving major loss of life that 

occurs outside of the United States, V Australia will consult with the NTSB and the 

Department of State on the provision of such assistance. 

3.17 Liability for Manmade Structures. 

3.17.1 In the case of an accident that results in significant damage to a manmade structure or 

other property on the ground that is not government-owned, Virgin Australia 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. 

3.17.2 At a minimum, the written notice will advise the 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 Virgin Australia's representatives about 

compensation by Virgin Australia for 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. 

3.18 Simultaneous Electronic Transmission of any NTSB Hearing. 

3.18.1 In the case of an accident in which the NTSB conducts a public hearing or comparable 

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

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 the flight if the 

origin or destination city is located in the United States. 

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