Revision 01 August 07, 2013 

### INSEL AIR INTERNATIONAL B.V. FAMILY ASSISTANCE PLAN 1. Overview 1.1. The purpose ofthe INSEL AIR INTERNATIONAL B.V. Family Assistance Plan is to provide company personnel withthe guidelines, procedures and training that will enable them to act inthe best interests oftbe families ofpassengers involved in any aircraft accident involving Insel Air aircraft and resulting in amajor loss oflife, to treat survivors and families with dignity, and torespect the cultural andreligious backgrounds of survivors andfamilies. 1.2. This document is apart of alarger effort, which includes the National Transportation Safety Board, other government entities and appointed independent non-profit organizations. to assist survivors andfamilies in the event of anaviation disaster. 2. Pre-Response Planning 2.1. In accordance with the Foreign Air Carrier Family Assistance Act of 1996 (49 U.S.c. Section 1136 & Section 41313), as amended by Vision loo-Centuryof Aviation Reauthorization Act, INSEL AIR will publish this Family Assistance Plan and insert this plan into all appropriate INSEL AIR manuals. 2.2. The treatment offamilies ofnon-revenue passengers (and any other victim ofthe accident) will be the same as the treatment ofthe families ofrevenue passengers. 2.3. The INSEL AIR Emergency Response Team will be utilized torespond to likely needs of survivors and families. 2.4. Training will be based upon employee's responsibilities and INSEL AIR will provide logistical support to the Response Team. 2.5. Training ofFamily Assistance Personnel willbe conducted in conjunction with INSEL AIR's training recognizing that: 2.5.1. A list oftrained Family Assistance Personnel will be maintained in the INSEL AIR Emergency Response Plan. 2.5.2. Personnel who are in public contact positions need to know how torespond to inquiries and facilitate responses to them. 2.5.3. Families may seek assistance from INSEL AIR at airports that are neither the origin northe destination ofthe flight. 2.5.4. Simulations ofthe Plan will be held annually in addition toparticipation inlocal

.disaster drills. 2.5.5. After an aviation disaster involving an INSEL AIR aircraft, atoll-free "800" number will be published for the use offamilies to inquire about passengers.

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2.5.6. It is INSEL AIR's policy that manifest information will only be released by the designated INSEL AIR Coordinator to the proper NTSB authorities, the director offamily support services designated forthe accident under section I136(a)(1), the organization designated forthe accident under section I136(a)(2); the INSEL AIR NTSB Family Assistance Coordinator, INSEL AIR's ChiefExecutive Officer, Chief General Affairs, Chief Operations Officer ortheir authorized representatives. Any other release ofmanifest information is considered unauthorized andprohibited. 2.5.7. INSEL AIR will inform family members (orfamily friends orclergy who are with the family) at an appropriate time, but as early as possible afterbeing notified, that it iscritical that they contact their family dentist to obtain the dental records and dental x-rays oftheir loved one. INSEL AIR will askthe family to have the records and x-rays sentby special courier to the address ofthe hotel where thejoint family support operations center will be located. Packages should be addressed to the Director, Family Support Services, and NTSB. Ifthe family is coming to the site the next day, the family may arrange to hand-earry these documents. Ifthe family is already atthe accident site or arrives without making these arrangements, the Disaster Mortuary Teampersonnel will coordinate with the family's dentist .toobtain dental records and dental x-rays. 2.5.8. INSEL AIR will ensure that its employees and agents receive adequate training to meet the needs of survivors and family members following an accident. 3. Passenger Manifest. TicketReconciliationand Notification 3.1. In order to determine which passengers actually boarded the flight, INSEL AIR personnel immediately after the accident will begin areview ofthe following: 3.1.1. Onboard Passenger Manifest. 3.1.2. Standby passengers. 3.1.3. Non-revenue passengers. 3.1.4. Re-routed passengers. 3.1.5. Passengers who cancelled theirreservation. 3.1.6. Jump seatriders. This process could be delayed by persons traveling under different names. 3.2. INSEL AIR will release, upon request, to theNTSB Family Services Director a passenger list. This would be upon the firmunderstanding that the listreflects the best available information atthe time ofthe request, thatitmay have inaccuracies and it may not be complete.



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3.2.1. All personnel involved withhandling the manifest will be briefed asto the confidential/sensitive nature ofthis information. 3.2.2. All appropriate manifest lists will be stamped "PRELIMINARY AND UNCONFIRMED" with date, time and listnumber. 3.2.3. INSEL AIR will update the listperiodically. 3.2.4. Upon request,INSEL AIR will provide to the Department ofState information in its possession about foreign passengers. 3.2.5. INSEL AIR will coordinate as necessary with the Department ofJustice for family meetings to explain Department ofJustice services. 3.3. Notification Procedures 3.3.1. As soon as information becomes available oneach passenger, thatpassenger's family will benotified. 3.3.1.1. Notification to family members will be made prior torelease of the passenger's name to thepublic and, to the extent practical, in person. 3.3.2. INSEL AIR personnel making the notification will be suitably trained as noted in Paragraphs 2.4, 2.5 and 2.5.8 ofthis document. 3.3.3. INSEL AIR will secure afacility for family members that will insure privacy from solicitors and the media. 3.3.4. After coordination with NTSB, INSEL AIR will provide ajoint support operations center to provide logistical support to the federal staff. 3.3.5. As appropriate,INSEL AIR will continually update the public on the progress of family notification. 3.4. Confidential/Sensitive Information 3.4.1. As stated in paragraph 2.5.7 ofthis document, anyunauthorized release of manifest information is prohibited. 4. P~engerIdentification 4.1. Medical Examiner/Coroner 4.1.1. The medical examiner or coroner isresponsible for the positive identification of fatalities.



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4.I.I.I. Ifthe victim has died, the medical examiner will coordinate withthe

Disaster Mortuary Team Commander toprovide official notification of death to family. 4.1.1.2. For injured passengers, the hospital is responsible for status updates

and either the hospital orINSEL AIR will advise the families. 5. Family Access to the Accident Site. 5.1. The NTSB has accident -site jurisdiction. 5.2. Within the limits established by the authorities, INSEL AIR will respond to family requests for access to the accident scene. 5.3. INSEL AIR will assistup to two members (exceptions would be made as individual cases and cultural differences would have tobe considered) ofthe family ofapassenger traveling to the location ofthe accident andprovide for the physical care ofthe family while the family is staying at such location. 5.3.1. For purposes ofthis plan, "Family" shall mean legal or common law spouse, parents or children ofthe injured/deceased. Ifthe deceased has no Family as defined, up to two close living relatives would be considered "Family." 5.3.2. Physical care. 5.3.2.1. Transportation to and from accident city. 5.3.2.2. Transportation to and from accident site. 5.3.2.3. Hotel accommodations ataccident city for areasonable time period. 5.3.2.4. Meal voucher during hotel stay and day oftravel to and from the

accident city. 6. Human Remains and Personal Effects 6.I. The medical examiner isresponsible for the disposition ofidentifiable and unidentifiable human remains. 6.2. INSEL AIR shall work with authorities toreturn identifiable personal effects to victim's family rather than having INSEL AIR become a custodian ofthem; INSEL AIR and the authorities will work together to determine disposition ofunidentifiable personal effects. 6.3. Personal effects that come into the control ofINSEL AIR will be handled inthe following manner afterrelease from the NTSB: 6.3.1. INSEL AIR will consult with each family about the disposition ofpersonal effects that are inINSEL AIR's control.



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6.3.2. lNSEL AIR will return to the family, ifrequested, any passenger's possession that is under the control oflNSEL AIR. 6.3.3. lNSEL AIR will retain for 18months any unclaimed property ofapassenger that is under lNSEL AIR's control. 6.3.4. lNSEL AIR will consult withthe families about the construction by lNSEL AIR of any planned monument, including the inscription on it. 6.3.5. lNSEL AIR will only be able toreturn personal effects that come into lNSEL AIR's control oncepermission ofthe NTSB has been obtained as the items may have some bearing on the accident investigation. 7. Liability for Man-Made Structures 7.1 In accordance with the 49 U.S.c. Section 41313(c), in the event ofan accident resulting in siguificant damage to man-made structures ornon-government-<lwnedproperty onthe ground, lNSEL AIR shallpromptly provide written notification directly to the owner of liability for anyproperty damage and the means for obtaining compensation. Suchnotice shall advise the owner: (a) to contact the property insurer as the authoritative source for coverage and compensation information; (b) to not rely on unofficial information offered by lNSEL AIR's representatives about compensation by lNSEL AIR for accident-site property damage; and (c) to obtain detailed evidence ofproperty damage as soon as possible following the accident, consistent withrestrictions to the accident site. 8. Simultaneous Electronic Transmission ofNTSB Hearings 8.1 In accordance with 49 U.S.c. Section 41313(c), inthe event ofan accident in which the NTSB conducts apublic hearing or comparable proceeding at alocation more than eighty (80) miles from the accident site, lNSEL AIR shall ensure the proceeding is made available simultaneously by electronic means atalocation open to thepublic atthe origin city and destination city ofthe lNSEL AIR flight, ifthat city is located inthe United States. 9. Relationship with Designated Independent Organization 9.I. lNSEL AIR will work with the independent nonprofit organization that is desiguated under 49 U.S.c. Section I 136(a) (2) toprovide mental health and counseling services to families. 9.1.1. Mental health services canbe coordinated on alocal basis through thenonprofit organization orthese services canbe brought in from another city where the airline may have.aMental Health Professional onretainer. 9.1.2. Should long-term counseling be required, lNSEL AIR will coordinate with the nonprofit organization appointed by the NTSB, thefamily and the company providing the service.



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9.2. lNSEL AiR will develop aprocedure topay reasonable compensation tothe NTSBdesiguated independent non-profit organization as required by 49 U.S.c. Section 41313(C)(1l) where the nature and scope ofits work and the kind ofcosts tobe incurred have been discussed and agreed in advance. 9.3. lNSEL AiR will coordinate with family members as to their need forAmerican Red Cross for assistance.

. 9.4. lNSEL AiR will participate in the daily coordination meetings toreview daily activities, resolve problem areas, and to synchronize future family support operations andactivities. 10. Third Party Service Provider 10.1 10order to fulfill its obligations under this Plan, lNSEL AIR may contract withthird party service providers who specialize in aviation disaster response services. lNSEL AiR will work with any such third party service providers to carry out the responsibilities undertaken inthis Plan.

11. Filing ofthis document with NTSB and DOT ILl Pursuant with the Foreigu Air Carrier Family Assistance Act of 1996.49 U.S.C. Section 41313(b), this document will be filed with the National Transportation Safety Board and the Department ofTransportation. 12. Revisions and Code-Share Agreements 12.1. lNSEL AiR reserves theright to introduce changes to this plan from time to time. 12.2. lNSEL AiR does notpresently have an approved code-share arrangement with any United States carrier. IflNSEL AiR were to enter into such an agreement and itwere approved, lNSEL AIR may revise this plan. 13. Accidents Not Covered by this Plan 13.1 lNSEL AiR will consult with the NTSB.and the Department of State ifitvoluntarily provides assistance to U.S. citizens in the United States with respect to accidents outside the United States notcovered by this plan involving loss oflife. 14. Emergency Contact Information 14.1

14.2

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