AIR NEW ZEALAND

FAMILY ASSISTANCE PLAN

Summary

Air New Zealand submits this family support plan to the Secretary of 

Transportation and the Chairman of the National Transportation Safety 

Board for purposes of addressing the needs of survivors and the 

families of passengers involved in an aircraft accident that occurs within 

the United States, involving an aircraft under the control of Air New 

Zealand, and which results in major loss of life.

This family support plan meets the minimum requirements of the 

Foreign Air Carrier Family Support Act of 1997 and the Wendell H. Ford 

Aviation Investment and Reform Act of 2000. Upon the occurrence of an 

accident, Air New Zealand will activate its response measures as 

contained in its Group Emergency Management Manual. This includes

the activation of the Senior Executive Group (SEG) responsible for the 

strategic response to the accident, the Group Emergency Management 

Team (GEMT) responsible for the tactical response at the Group 

Emergency Control Centre (GECC) in Auckland, New Zealand, the 

Local Control Centre at the nearest airport or Air New Zealand office

and the Regional Coordination Centre (RCC) in Los Angeles.

In the event of an accident, an Air New Zealand Immediate Response 

and Investigation Team including a Special Assistance Team (SAT) will 

be dispatched to the accident site by the GEMT. The SAT team 

manager will ensure the provision of support and assistance to 

survivors and family members within the provisions of this Family 

Support Plan. 

Certain specialized services or facilities required after an accident may 

be provided on behalf of Air New Zealand by third party suppliers or 

vendors with specialized expertise in those areas.

The purpose of this plan is to ensure Air New Zealand responds in the

best interests of survivors and families of passengers involved in an 

accident, and with the utmost deference to the cultural, religious, and 

other sensibilities and sensitivities.

1. Toll-Free Telephone Number

A toll-free international telephone number from the United States direct 

to the Air New Zealand Telephone Enquiry Centre (TEC) in Auckland is 

in place and can be used by the families and friends of passengers 

immediately after Air New Zealand receives confirmation that an 

accident involving an Air New Zealand aircraft has occurred. This 
number will be activated and publicized immediately upon notice of an 

accident by Air New Zealand. 

2. Notification of Families

As soon as possible upon the occurrence of an aircraft accident in the 

United States involving an aircraft under the control of Air New Zealand 

which results in major loss of life, specially trained personnel from Air 

New Zealand will arrange for the family members of each passenger to 

be notified as soon as it has been established that such passenger was 

on board the aircraft.

In providing such notice, Air New Zealand may, in addition to suitably 

trained individuals, utilize the services of the organization designated 

under 49 U.S.C. Section 1136(a)(2) (the American Red Cross).

The notice provided to families of passengers will be provided as soon 

as practicable after Air New Zealand has verified the identity of the 

passenger on board its aircraft, whether or not the names of all its 

passengers have been verified, and before providing any public notice 

of the names of passengers.

3. List of Passengers

Immediately upon request by the director of family support services 

designated under 49 U.S.C. Section 1136(a)(1) and/or the organization 

designated for the accident under Title 49 U.S.C. Section 1136(a)(2) 

(the American Red Cross), Air New Zealand shall provide, and update a

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

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

names have been verified. This passenger list will include any 

employees of an air carrier or foreign air carrier and any other person 

aboard the aircraft regardless of whether those persons paid for the 

transportation, occupied a seat, or held a reservation for the flight. 

Upon request of the family of a passenger, Air New Zealand shall 

inform the family of whether the passenger’s name appeared on the

preliminary passenger manifest for the flight.Air New Zealand reserves 

the right to embargo release or dissemination of the passenger list, or 

portions thereof, to the media or any third party where the family of any 

passenger appearing thereon has not been notified of the passenger’s 

injury or death, or where, in Air New Zealand’s opinion, such release or 

dissemination may be harmful, prejudicial, or embarrassing to any 

passengers or their families.
4. Consultation Regarding Disposition of Remains and Effects

Air New Zealand will consult with the family of each passenger who is 

killed on board its aircraft about the disposition of any remains and 

personal effects of the passenger that are within Air New Zealand’s 

control.

5. Return of Possessions

If requested by the family of a passenger, Air New Zealand will return 

(regardless of condition) any possession of a passenger that is within

the control of Air New Zealand unless such possession is required for 

any accident or criminal investigation.

6. Unclaimed Possessions Retained

Air New Zealand will retain any unclaimed possession of a passenger 

within its control for not less than eighteen (18) months after the date of 

the accident.

7. Monuments

Air New Zealand will consult the family of each passenger about 

construction by it of any monument to the passengers built in the United 

States, including any inscription on the monument.

8. Equal Treatment of Passengers

The facilities provided for in this plan will be provided without regard to 

whether or not an individual is a revenue or non-revenue passenger or 

employee of Air New Zealand or any other Airline.

9. Service and Assistance to Families of Passengers

Air New Zealand will work with any organization designated under 49 U. 

S.C. Section 1136(a)(2) (the American Red Cross) on an ongoing basis 

to ensure that families of passengers receive an appropriate level of 

service and assistance following an accident.

10. Liaison with United States Agencies-Accidents Occurring Outside 

the United States

Where an accident, involving major loss of life, occurs outside the 

United States, Air New Zealand will consult with the National 

Transportation Safety Board and the Department of State before 

voluntarily assisting U.S. citizens within the United States.
11. Compensation to Service Organizations

Air New Zealand will provide reasonable compensation to any 

organization designated under 49 U.S.C. Section 1136(a)(2) (the 

American Red Cross) for services and assistance provided by the 

organization. Air New Zealand will request a plan of tasks and 

anticipated expenses from the organization prior to its fill deployment. 

Air New Zealand will also expect the organization to consult with it 

about the nature and extent of costs as they are being incurred, and to 

provide an itemized list of services rendered and expenses with the 

organization’s billing.

12. Travel and Care Expenses

Air New Zealand will assist the family of any passenger in travelling to 

the location of the accident and provide for the physical care and 

accommodations of the family while the family is staying at such 

location. Access to the accident site may be limited due to terrain, 

hazardous materials or concerns about such materials, security 

measures weather, or other unforeseen conditions.

13. Training of Employees and Agents

Air New Zealand will provide adequate training to employees and any 

agents to meet the needs of survivors and family members following an 

accident.

14. Commitment of Resources

Air New Zealand will commit sufficient resources to put this plan into 

practice. In addition to the emergency structures, procedures and 

resources provided for in the Group Emergency Management Manual 

and the Air New Zealand Airport Office Emergency Response Plan at 

Los Angeles, San Francisco and Hawaii, Air New Zealand has 

contracted with Kenyon International Emergency Services to support 

the execution of this plan. 

Further, upon request, our Star Alliance partner in the United States, 

United Airlines, would assist our local airport team with our emergency 

response, under the terms of the Star Alliance Emergency Response 

Policies and Procedures Manual, until our IRIT and SAT teams reach

the site of any accident in the United States.

Air New Zealand regularly reviews its emergency management 

procedures and will, as part of this process, enhance, where necessary, 

structures and procedures relevant to this Family Support Plan.
15. 24-Hour Emergency Telephone Contacts

Air New Zealand has provided under separate cover a 24-hour 

emergency telephone number at the Air New Zealand Operations 

Centre where information about the affected flight can be provided. Air 

New Zealand also will provide under separate cover, after Air New 

Zealand receives confirmation that an accident involving its aircraft has 

occurred, the names and telephone numbers of key Emergency 

Management personnel who will co-ordinate family assistance activities 

at the accident site, compile the passenger list and supervise the 

notification of families.