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 •• :.:.·• .1

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..::.,:;.

en

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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/I 'I·

# Airline Family Assistance Plan

April23, 2012;I ,·'

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,, ••• 1 '

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## . ,.

i,}.

I ,

•. iFamily 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.

1**'\~** ... ' ,,

### 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

..

,, '. 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.

. , , .

: ' l ' i. 3.**Recurr~ntTraining** ; , :1 , . \ , • , • 

### 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.** 

### :

24. 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 · :coitsulf 1 ' 

### 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,)

.. •'

,- ' ':" _., 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~** 

### of 1 

### atCiaeht; ·

### acd:~ss: td 

### conip'uter

### pass~nger ·

### list~ 'wilF be

### restrict~d 

# to**pr~Veilt 1**  

### any unauthorized· use in accordahce\vith ci::m\p,hiy proce(hires. ' · · '1,+ • 1

3III;Passenger**Manif~st, Tick~t**  ·&¢conciliation and 

### ;N**o,tifi~a~io11**

: ( 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.** 

### .. .

';**~** 1 

### 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,

.. · , , :J!

.. ' .: ' ' 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

4occurred. 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 1experiente '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· rtd 1 

### the'**'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; 1 be**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" appilrent H1a!f th:e passehger:was aboard 

### 'tlie \utchift**R~lease'to** the I}ublk 1

### ol**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 ·;
J I' ' '' ' ''

. 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.



### 5'• '· •**""\,~** ":j\**~-~** ',. 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 : :; 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 '

. 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. ,:

6. . •. ·r

..

### 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 theJfamity Jas heeded after the·'site' 

### ;visit. ·A CARE· team member

will also be'assigned tO**tho~** irrlmediatefilmi:ly 1member's who.·do not travel to the incident site.

7

### 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. ' .. :

J / 

### 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: neede.d.

··. ... . .... 

### . . \
... ' "' ., ' ,. ' . ' ''

'· !' 

### 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 ofthe items.

.w,., ,

,)1 ·· ..• 

### 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. .· .·.:. , ,.. •";' ',.,

.. '

1'/". •:. 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.

,· lj,e,:• '!<:;,! ';J.: " i ;

8VII. Relationship with Designated Independent Organization

A. Designated Independent Organization to Assist with Mental Health Care Alaska Airlines 

### I 1Horizon 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(lan&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 ', · •; ·

'I' ' ,, 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.

9Family 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.



### 10 . ....,.