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

fami lies 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

F oreign 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 include s 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 Auckl and, 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, a n Air New Zealand Immediate Response and Investigation Team including a Sp ecial Assistance Team (SAT) will be dispatched to the accident site by the GEMT. The SAT team manager will ensure the p rovi sion of support and assistance to survivors and family members within the provisions of this Family Support Plan.

Certain speciali zed 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 in terests 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 th e 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 Zea land aircraft has occurred. Thisnumber 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 involvin g 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 passe nger 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 provid ed 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 1 136(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 pas senger 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 o f 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 fligh t. 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, preju dicial, 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 r emains 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 eigh teen (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 assistanc e 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 Transportatio n 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 ass ist 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,

hazard ous 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 Manag ement 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 requ est

, 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 reac h the site of any accident in the United States.

Air New Zealand regularly reviews its emergency managemen t

p rocedures and will, as part of this process, enhance, where necessary, structures and procedures relevant to this Family Support Plan.15. 24

- Hou r 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 u nder 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 s ite, compile the passenger list and supervise the

notification of families.