### Austrian Airlines FamilyAssistance Plan



# Austrian Airlines FAMILY ASSISTANCE PLAN October 2013

This Family Assistance Plan is submitted in compliance with the Vision 100-Century of Aviation Reauthorization Act. In this plan, Austrian Airlines uses the organized procedures that have been put into place to best meet the needs of customers and families asoutlined inthe Vision 100Century ofAviation Reauthorization Act. Austrian Airlines' plan to assist those affected byan aviation disaster ispart ofa larger organized effort, which includes the National Transportation Safety Board and many other government agencies to provide the highest level of support to survivors and family members. 1.. After an aviation disaster involving an Austrian Airlines aircraft, Austrian Airlines will publicize atoll-free telephone number, and will provide staff to handle calls from the families of the passengers. According to agreements within the Star Alliance Austrian Airlines, being amember ofthe StarAlliance, will beassisted by the U.S. basedStarAlliance member airlines to provide these service. Austrian Airlines In addition Austrian Airlines will publish atelephone number at their own emergency callcenter atthe home baseinVienna. 2. Austrian Airlines will notify the families ofthe passengers prior to any public notice ofthe names ofthe passengers, either by utilizing the services ofthe organization designated for the accident under 49 U.S.c. Section 1136(a)(2) orthe services of other suitably trained individuals under Vision 100- Century of Aviation Reauthorization Act (P.L. 108-176, 117 Stat. 2490). Austrian Airlines has contracted with the U.S. based StarAlliance member airlines to provide services in support ofnotification requirements. a) Aseach name on the manifest isverified, the passenger's names will be assigned to trained team members who are responsible for notifying the family. b) Sources of information team members may useto obtain family member contact information include: 1) Travel agency phone numbers 2) Inbound phone calls 3) Passport information 3. Austrian Airlines will provide notification to the family of a passenger assoon as Austrian Airlines hasverified that the passenger was aboard the aircraft (whether or not the names of all the passengers have been verified) and to the extent practicable inperson.



### -I

-

### Austrian Airlines FamilyAssistance Plan

4. Austrian Airlines will provide to the Office of Transportation Disaster Assistance designated. for the accident under 49 U.S.C. Section 1136(a)(l) and to the organization designated for the accident under 49 U.S.C. Section 1136(a)(2), immediately upon request, alist (which isbased onthe best available information at the time of the request) of the names of the passengers aboard the aircraft (whether or not such names have been verified), and will periodically update the list. This listwill also bemarked "Not for PublicRelease," 5. Austrian Airlines will consult with the family of each passenger regarding the disposition of all remains and personal effects ofthe passenger within the control of Austrian Airlines. Austrian Airlines has contracted with Kenyon International Emergency Services, Inc. to provide services insupport ofall human remains and personal effects issues. 6. If requested by the family of a passenger, Austrian Airlines will return any possession ofthe passenger, within the control ofAustrian Airlines, to the family unless the possession is needed for the accident investigation or any criminal investigation. Austrian. Airlines has contracted with Kenyon International Emergency Services, Inc. to provide services in support of all personal effects issues. 7. Austrian Airlines will retain any unclaimed possession of a passenger, within the control ofAustrian Airlines, forat least 18months. Austrian Airlines hascontracted with Kenyon International Emergency Services, Inc. to provide services in support ofall personal effects issues. 8. Austrian Airlines will consult with the family of each passenger about construction byAustrian Airlines of any monument to the passengers, including any inscription onthe monument. 9. Thetreatment offamilies of non-revenue passengers (and any other victim ofthe accident) will bethe same asthe treatment ofthefamilies ofrevenue passengers. 10. Austrian Airlines will work with any organization designated under 49 U.S.c. Section 1136(a)(2) on an ongoing basis to ensure that families of passengers receive anappropriate level ofservices andassistance following anaccident. 11. Austrian Airlines will provide reasonable compensation to any organization designated under 49 U.S.c. Section 1136(a)(2) for services provided to or on behalfofAustrian Airlines bythat organization. 12. Austrian Airlines will assistthe family ofapassenger intraveling tothe location of the accident and provide for the physical care of the family while the family is staying atsuch location. 13. Austrian Airlines will commit sufficient resources to carry out our FamilyAssistance Plan. 14. Upon request ofthe family ofapassenger, Austrian Airlines will inform the family of whether the passenger's name appeared on a preliminary passenger manifest for the flight involved inthe accident whether or notthe name ofthat person has beenverified.



### -2

-

### Austrian Airlines FamilyAssistance Plan

15. Austrian Airlines will provide adequate training to the employees and agents of Austrian Airlines to meet the needs of survivors and family members following an accident. 16. In the event that Austrian Airlines volunteers assistance to United States citizens within the United States with respect to an aircraft accident outside the United States involving major lossof life, Austrian Airlines will consult with the National Transportation Safety Board and the Department of State on the provision ofthe assistance. 17. In the event that Austrian Airlines is involved in an accident that results in significant damage to a man-made structure of other property on the ground Austrian Airlines will promptly provide notice, in writing to the owner of the structure or other property about liability for any property damage and means for obtaining compensation. Thewritten notice shall advise an owner to contact the insurer ofthe property asthe authoritative source for information about coverage andcompensation. 18. In the event an accident occurs involving Austrian Airlines and which the NTSB conducts a public hearing or comparabie proceeding at a location greater that 80 miles from the accident site, Austrian Airlines will ensure that proceedings will be available simultaneously by electronic means at a location open to the public at both the origin city and destination city ofthe Austrian Airlines flight if both are located inthe United States. 19. Austrian Airlines Emergency Contact: Operations Control Centre, Vienna Telephone: (primary number, foremergency useonly) (secondary number) Facsimile: e-mail:

Vienna, October 18, 2013



### -3

-