Docket - Dockets OST -96-1960 

U.S. Department of Transportation 

400 Seventh St. SW, Room PL-401 

Washington, D.C. 20590 

To Whom It May Concern: 

April23, 2012 

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Enclosed is the updated Horizon Air Industries Family Assistance Plan as 

required by the Aviation Disaster Family Assistance Act of 1996 (49 U.SC. 1136 

and 41113), and Public Law No. 108-176 (Vision 100-Century of Aviation 

Reauthorization Act), Section 109. 

If ou have questions or require any additional information, please contact me at 

TJ Banakes 

Director, Customer and Incident Response 

Alaska Airlines and Horizon Air 

BOX 68900 SEATTLE, WA 98168-0900/ 
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Airline Family Assistance Plan 

April23, 2012 
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Family Assistance Plan (rev. 4/23/12) 

ALASKA AIRLINES/HORIZON AIR FAMILY ASSISTANCE PLAN 

I. Introduction: 

Alaska Airlines, Inc. (Alaska Airlines) I Horizon Air Industries, Inc. (Horizon 

Air) submits the following document in accordance with the Aviation Disaster 

Family Assistance Act of 1996 (49 U.S.C. § 41113), as amended by the Wendell H. 

Ford Aviation Investment and Reform Act for the 21st Century and the Vision 

100-Century of Aviation Reauthorization Act. 

The purpose of Alaska Airlines' f Horizon Air's family assistance plan is to 

ensure that in the event of a major accident, the carrier is prepared to act in the 

best interests of survivors and victims' families; to treat survivors and families 

with dignity; and to respect the cultural and religious backgrounds of survivors 

and families. This plan is part of a larger effort, which includes the National 

Transportation Safety Board (NTSB), other governmental entities and other 

designated organizations, to assist survivors and families in the event of an 

aviation disaster within the United States or U.S. territories. Alaska Airlines I 

Horizon Air recognizes that in the event of an accident or an operational 

incident, no person, including a state or political subdivision, may impede the 

ability of the NTSB, its director of family support services, or its designated 

representatives, to carry out its responsibilities under applicable law. 

II. Pre-Response Planning 

A. Resources 

1. Availability of Resources 

Both Alaska Airlines and Horizon Air are wholly owned subsidiaries of Alaska 

Air Group, Inc;, and will share personnel resources for the functions outlined in 

this plan, ensuring sufficient resources to respond effectively. In the event of an 

accident involving either carrier, trained personnel from both Alaska Airlines 

and Horizon Air will be prepared to provide immediate, compassionate 

assistance to survivors and victims' families. 

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FamilyAssi~tari~e,f,I~~;(:r~~:-~Z.3fi2) 

2. Current Resource Information 

Lists of r trained person!),el yvho. have volunteered tq, assui?-e. f~ily assistance 

responsibilities will be maintained and regularly updlil,ted by the Alaska Airlines 

I Horizo11 Air .Emergency Prepar~dness Departll;lents. 

B. Traini,ng . . :') 

1. General Training 

Alaska Airlines I Horizon Air will provide employees and agents with 

adequate .·,training to ~eet _the needs , of survivors and family members 

following an aq:i<;i~nt. ~lask,c;t! Airlines . I , Horizon Air recognizes ,that any 

... : .emplqyee. in a publi,12 ~~nt~<;~ position ~ay be called upon ·to respond to 

Jnquiries an<;l requests i~ th~ eyent of ~n ac,cident. Public <;:ontact employees, 

, including qut not limit~d ~o r~~ervations,_ airport, and cargo perso~nel, will 

pa;rticipate in basic emergencvr ~espons~ training., Curriculum will include 

information or }}ow to respop9, to inquiries and requests from the .. public, the 

media, c.ustoll;lers, .survtyorsi an~ victi~s' families .. 

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2. Family Assistance Training . , 

Alaska Airlines I Horizon Air will provide comprehensive training for all 

volunteers with extensive family assistance responsibilities~ ,Training will be 

mandatory. for e,mployees 1 'o/,PQ pave· volunteered to provide: ('l,~sistance to 

survivors and victim(,, .faill;ilies .. ;. This group is. ~ef~rred, to as the 

Compassionate Assis~ap~e; and ~elid Effort, Team (C~RE T~am). 

Confidentiality issues, care and concern for the family contacted, and other 

related issues wil~ be cqy:<yr~p:ip.the trC1i1!ing. . , , . 

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3. Recurr~ntTraining ; , : 1

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Any. empl,o,yee .w~~h f~l}t.ily; a~sistancer .responsibilities. ;wi.ll be r,equired to 

participate in ·.annual. r~ur~~nt training. : Classes, . will . be scJ::te<;Iuled 

periodically throughout the year or ~hrough computer baE?~ci:tr.ainfng. : 

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4. Emergency Simulations 

Alaska Airlines l Horizon ·Air will conduct periodic drills of emergency 

response plans, including· activation of the ,CARE team. Where possible, 

simulations will be held iri conjunction with airp~rt or American Red Cross 

emergency drills. Full simulations will be conducted once a year; individual 

department sin:mlations will be conducted periodically throughout the year 

and tracked by the Emergency Preparedness Department. 

C. Coordination with Authorities· '; · \ · 

In responding to an acCident, Alaska Airlihes'/'Horizoh'Air will coortlinate 

with federal; 'state, andi local authorities that<have emergency respoilsibilities, 

including the' NTSB and 'imy · designated org!:tnization, as· described' in the 

Aviation Disaster Family Assistance Act 'of ~1996: ::With respect to ai'tcraft 

accidents· occurring outside the United States involving ·m:ajor ldss ·of life, 

Alaska Airli~es 1 Horizoh Air will · :coitsulf1

' with the NTSB· and the 

Department (){State on,the pro\tiSion of 'assistance to UriHed 1 StcH~s- Citizens 

within the United States.· Alaska 'A:irline~? ¥rcitlzon Aifhave·prbvided the 

NTSB with a telephone number to serve as a contact point within the airline 

during operating hours. !':' '' ;I,) .. •' 

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D. Toll Free N~mber ,. · ' i 

•• , . , , . , , . , .• '· , 1 , , , , • "r _ ·\··· • Both Alaska Airlines and Horizon·'Air currently11ave active, unpublished toll 

free teh;;phone' numbers:; These nti'mberS' i/te'tes~ived excluSivefy for use in 

' the event ~fan atdd~nt'arld will be' publidfed as 1

appropriate. '/•!'' :·· .• : .• ·::. q;~)J,."< ')_,.") :) ·:: 

E. Unauthorized Release of Manifest'thforril~tihri~'Pfbhibit~d ; · 

Internal policies at both Alaska Airlines and Horizon Air strictly prohibit the 

release of unauthorized manifest information in the eve·irt of' an; emergency. 

Upon: recetvirii(n6tifiditfon of an-'fh'cidert~ of1atCiaeht; · acd:~ss: td conip'uter 

pass~nger · list~ 'wilF be restrict~d to pr~Veilt1 any unauthorized· use in 

accordahce\vith ci::m\p,hiy proce(hires. ' · · '1,+ • 1 

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III; Passenger Manif~st, Tick~t ·&¢conciliation and ;N o,tifi~a~io11 

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A. Family Assistance Team Mobilization 

Upon notification from System Operational Cont1;ol (SOC), at either Alaska 

Airlines, or Hqrizon Air.· ,o£ ~n . acci<;lent,. the Emergen~y .Preparedness 

. , Dep~rtment will mobiliz~ th~ Cj\~ETeamaccording to.comparw .emergency 

response procedures. 

B. Manifest Access Inhibited 

Access to the passenger name list (PNL) will be restricted by Central 

Reservations Control (CRC). Immediately after the accident notification, the 

,proces.S of .s:f.etermi:qing .which passengers actually boarded. the flight, will 

b~gin. .. . 

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C. Verification/ Ticket Reconciliation 

. Jmm~diately after the A.q:iP.~nt ·notification, a prelim~mtry PNL will be pri,nted 

by CRC · CRC :will theQ; ·cqn~act t);le departure $ta,tion(s) ·b.Y ,telepho:qe to 

confirm PNL information :using .all documents that are contained in the Flight 

:, . Revenue .Envelope. Cqpie~ pjflight coupons .(~£.any) from boarding stations 

will also pe sent via fac.$imil~ . to CRC. . Tl;te process of confirmation and 

notification Will be the. ,Sap:l€[ fqr all passengers, to inclp.c;l~ ,paSSt7J.1.gers vvith 

reservations, .. standby, f ·R?t~s~ngers, . non-reven;ue > passeng~r;s., , re-routed 

· passengers and crew mE;lmb~rs.i; ; , , J, .. · , , 

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D .. Release of Manifest InfQrr,nation to NTSB . 

• On request (rom the NT$~~,Al~ska Airlin~s k Horizon Aif .:o/ill .. g~nerate a 

PNL manifest to the.NT:~!lDeputy pire!=tor ofF~mi,ly Suppo~t 9ervi,ces. "The 

.· list wi.ll be cleaJ:ed. by th~ air' cp.rrier' s, c:e:o or designee and released to the 

NTSB by the company's Corporate Communications department. The }ist 

will be marked and identified as "Preliminary - not for public dissemination." 

Th~ £NL. will be up~ated ~s. confirmations oc~ur, at;t<f · ,upd,a~es will be 

. , provided periodically to th~ ,~rrsB through the comp~ny' s .Public Information 

Officer or his/her d~sigl;'\e~:,'A,f.jnal, verified PNL Manif~st, will be. produced : . J ' 

by CRC as early as one ,hqtJ.r, p:tft no later than tll]'ee hout:s after. the e,vent has 

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occurred. All persom1el involved in the ·gath~ring ·and: dissemination of :PNL 

information to the NTSB will be aware of its confidential and sensitive nature. 

E.' JointFamily Support Operations Center ; ~: ' 

Alaska Airlines· I Horizon Air will make provisions for a joint family stitpport 

operations center to include space, communidttiori. and logistkal sup'port for 

a federal staff of at least twelve personnel. 

F. Notification of Next-of-Kin 

1. Notification· ProCedures ·,·-. , ~._.--· : · J __ ; •.· _.; t) 

Alaska has contracted with Empathia; whid:l{l\as 1 experiente 'in providing 

aviation disaster preparedness and response services to several rtigional, 

domestic and foreign air carriers, to provide notification to families of 

confirmed passengers on board the aircta£ti'a'sl•goon 'c:l's possible:; and before 

identity of pa~sengers are released publicly/ Errtpathia will work {rom ·the 

uncoilfirmed/ preliminary PNL, updating•lhe"'li§f.frbrri·information gathered 

by Alaska· Airlines f Horizon' Air: from ·calls· rtd1the' 'toH~free fmmbet/ code 

share p~rtners, mileage plan data base, fri~!Yds;'family, arid :other pertinent 

sources. . WHere pradib:tble, notifications·· wiW' he· given in person. As 

not'lftcatidn is made, .fiunilies Will; 1be offered t:he ··as~istal1ce bfthe Aineriean 

Re<i Cross· (designated)· ihdep'endent organiza'tibn) and' will· be assign:ed at 

least one CARE team member. On-site notific~tion: w'ilf be dohe ·in private, 

away from media or public view, and access to phones will be provided to all 

family members upon notification. Notifid:iti6'n"'t& the nexti:.of-k1n will be'done 

. by frain~~f'personrtel as 1 ~oon as it, oeco±ne's" a ppilrent H1a!f th:e passehger: was 

aboard 'tlie \utchift R~lease'to the I}ublk1ol i:ri~dia·of 'any nanie confirmed 

, from the fist wlll'o~cut' bhly' after th~ 1

PNU i~fcdmirilie~.rand the t1ext-of.:.kin 

has·been;nbHfied: • ·', ·• 'i' ..•. • . .1:.1 i ·; 

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2. P~elimiU'aiy' M~rriifest lriformatioh Ma:y:Be 'Used'Fo'r Initial Notification · 

'Upon r~que~tf.of 'a· passenger}s 'famify, Ethpathi:a <representatives wiil 'advise 

whether tHe passenger~s name appeared on the~pre1iminary PNt for the flight 

·involVed' in'the Mddenf.: Updated informatiorl -kill be given to the family 

when the PNL is verified. 

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Famil ,_. ·,;\'~sistailc'e·'P! ~~:·'~~~~·:·~1/i2) 

3. Notification to Families of Foreign Nationals 

Notification of families of foreign nationals may also involve the Department 

of State (DOS). Alaska Airlines / Horizon Air, with th~, assistance of 

Empathia,· will provide a list to the DOS . of all passenger~ believed to be 

foreign nationals. If applkable, notification of foreign r:tationals' next-of-kin 

will proceed according ~o the qjr~ction of the DOS. 

IV. Pass~nger Identi(ication, . . . , :; . 

A.. DHlfS Oversees Passenger ldentificatior,t. 

The Department ofJie~lth. andHum~n Services (DHHS) oversees passenger 

identification. ' ~ . ' • i : 

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B. Medical Examiner or Coroner Responsible for Positive ldentificatiQn 

T];l.e .Medical.Examine:t: or Cor~er is responsible for the positive; identif~cation 

. of fatalities. Official r;tQtificatio,n of death to . a, family mewber will be 

coordinated ,by the medjc;al ex;Cilmin~r or coroner with the disaster mortuary 

team comm.anc;ler {the dj,saster mortuary te11mis ayoluntary t<ram staffed by 

various non-airline health and medical personnel); 

C. Information Regarding Injured Passengers .. 

For injured pa$Sengers,: ,the, ·hQ$pital is· responsible. for status \lpdate~, and 

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either the ho$pital.or the airH:p~\ wHl advise the families.. . . . 

Q •. CqQrd,inatiqp. with, Medi~alr F.acilities -~nd. with, the. ;\J,ll~ric,c;ln Red, Cross 

A representative from th~ aJrlii;t~. will be assign~d to each area.:lfl~~licfl!l facility 

· where StJrvivQrs. a~e b.eil)g~tre4tted .. The. repr~sentative will, es~ablish a. joint 

JiaiSQt;l vvithrthe.At)leriqq.n~ed,·~lfOSS (AR~) atth13 medical tacility. , : 

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.. fa,milt.As~i~tan~~· ·Plan (r~~. 4/23;{2) 

V. Family Access to the Accident Site 

A. Site]urisdiction · · 

1. N'FSB ·Has Full Accident Site Jurisdiction within the United States 

Alaska Airlines / Horizon Air· recogrtizes· ··that the · NTSB has' accident site 

jurisdiction for any accident occurring within u.s. territory or international 

waters. 

2. Foreign Government Has Site Jurisdiction outside of the United States ' 

Alaska Airlines / Horizon Air recognizes that for accidents occurring outside 

of u.s. territory or international waters,~ th~ governm~rtt ·of the' country in 

which the· accident occurred Will have site jurisdiction: The' extent ·of'NTSB 

involvement will be determined by the foreign government. · ~ r. · · ·' · • 

B. Access to Site · · ' ' • .; · · ' .. , '·· -. · 

Alaska Aitlihes·j.Hodzon Air will assist'tlrefamily of a passenger'traveling 

to the·ldca'tion of the accident'and provide for the physicai careiof the family 

while the famil/i'sistayilig·at such locatli.oitl T>.he Etirli'nes ·wnl·accommodate 

family requests for.' access·· to tlie' acciderltJ;;sit€' within' the 'parameters 

established by the NTSB.\' :. 1 i 'I · · :L: ·· · 

C. Family Support and Services at ,Site ,·;~- 1 ·; i ~.l ~ ~ i J •• 

Transportation) housing> meals and 'iricidefitalr !costs for 'the p:hysital care of 

survivors and families 'Will be arranged thf{j{i'gh'~staBlished support teams. 

A CARE team member will be assigned to each family to meet family 

members as they'artive, provi:deslipp6rtiwhil~·attl1e'inCiti'eht'site, and assist 

'famHy memberS 'as• they''depatt. ''·The GAREI team\ ·member will' maintain 

· · contact :with the Jfamity Jas heeded after the·'site' ;visit. ·A CARE· team member 

will also be'assigned tO tho~ irrlmediatefilmi:ly1 member's who.·do not travel 

to the incident site. 

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VI. Human Remains and PersQn'1-tEffects ; ·.: .. ' , ,;• : . . 

A. Disposition of Remains 

The MedicaL Exam~ner or Coroner will b~ responsible for the di~pp13ition of 

identifiable and unidel)tifiable human remains. ' .. : 

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B. Disposition of Personal Effects 

1. Personal Effects To Be :II~,p,-4led by Authorities or Cont.ractor ,. ,. , . 

. Any ..identifiable per13on,~Lef£ects in, th~ possessiqn of the Medical Examiner, 

Co;ron~r, N;ational 1'ran,spcn:tatipn Safety Soard or other authorities should be 

r.ettiltl;led dire<::tly. to th~ ,Ji>p.ss,eng~r' s family;. I However, if personal effects 

come into Alaska Airlines' I Horizon Air's control, the carrier will designate 

a contractor to assist in the disposition of t}:le ,effects, including 

decontamina-tion services as: need e. d. ··. ... . .... . . \ ... ' "' ., ' ,. ' . ' '' 

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2. Families Will Be Consulted Regard_iJ)g :pisposjti9:n of Eff~cts , 

In cooperation with the airline the contractor will consult with each family 

about the disposition of e~feqts and, as :Iequested, will arrq11ge for the. retur11 

of the items. . w,., , 

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3. Storage of P,ersonal Eff~qt~(P;~L ,, 1 . ·,, : ·. ·' 

Unclaimed items will be inventoried and retained by the contractor for a 

minimum of 18 months. Unclaimed PE inventory will be agrn.muJ:;licated 

frequently to surviving family members for claim, as inventory changes or on 

demand. After, th;a~;point, ,9ll ?nclair,:n.~d i~ems,wil~. beyroperJy:d,esti;oyed in 

th~ 1 pre~.e~c;e pf atJ~q~td)Jle; .. designateq Alask,a 4\irlin,es./. ,Hori~on Air 

repr.esen,tatjve q.~d a repr~~:e:ntqtiive of the· contraetor. .· .·.:. , , .. •";' ',., .. ' 

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C. F·amili~s Will: JB~ :Consult~d ~gar ding Any :Monull)ent 

Alas~a, Airlines. I .H.oriz;on ,A~;r w;ill consult with , the ..families .prior to 

. cons,tr:uct!9n :of EJ.ny airli~~~pqn~ored monument, indpd,ing ~my inscription. 

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VII. Relationship with Designated Independent Organization 

A. Designated Independent Organization to Assist with Mental Health Care 

Alaska Airlines I 1

Horizon Air will ·work with the American Red Cross, the 

designated independent organization ~a.s described in §§49 U.S.C. 1136 & 

41113, to provide short-term mental health services to survivors and to 

families of accident victims. 

B. Compensation to Designated Independent Orgahization 

H the American Red Cross provides· on-sit~ 'Assistance, an'Alaska Airlines/ 

Horizon Air representative will corisult with the agency· as costs are incurred 

in order to ensure that reasonable compensatiori can be determine(l an&paid. 

B. Continuing Support I 

Alaska Airlines I Horizon Air will work ·with Empathia to ensure that all 

passengers or families of passengers receive any ongoing services and 

assistance that may be needed by them. "> 'i ', · •; · 

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VIII. Coordination with the Department of JtiSfice ; ' ! 11 

If the airline disaster is officially declared a criminal act, Alaska Airlines / 

Horizon Air will coordinate, as necessary, with the Department of Justice in 

arranging for family meetings to explain Departiherit•of Justice-services,: 

IX~· Ground Damage ' -~ i ; 

A; Notifidttion to Prope~ty Owners Regardiiig ;Ground Damage' 

In the event of ah accid€mt·:that·irlVolves sighifieiiht·grourid damage to nongovernmental property~ Alaska·Airlines /'Hofiidn Air "vill notify the'bwner 

of the property about liability for any property damage and the means for 

obtaining compensation: This writteri ndtffic~t'i'Cin willinthl.de advising the 

property crwner: (l) t8 contact the property's! insurer for·information about 

coverage and compensation; (2) to not rely·e:m 'unofficial information from the 

air carrier's representative about compensation; and (3) to obtain 

photographic or other detailed evidence about property damage as soon as 

practicable. 

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Family Assistance Plan (rev. 4/23/12) 

B. Ground Casualties 

All ground casualties are the responsibility of the airline and will be treated 

in the same manner as the aircraft passengers. 

X. Electronic Transmission of Public Hearing 

In the event that the NTSB conducts a public accident hearing at a location that is 

more than eighty miles from the accident site, Alaska Airlines/ Horizon Air will 

ensure that the hearing will be available electronically live at the origin city and 

destination city of the accident aircraft's flight, if that city is in the United States. 

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