Austrian Airlines Family Assistance 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 as outlined in the Vision 100 Century of Aviation Reauthorization Act.

Austrian Airlines' plan to assist those affected by an aviation disaster is part of a 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 a toll-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 a member of the Star Alliance, will be assisted by

the U.S. based Star Alliance member airlines to provide these service.

Austrian Airlines In addition Austrian Airlines will publish a telephone number at

their own emergency call center at the home base in Vienna.

2. Austrian Airlines will notify the families of the passengers prior to any public notice

of the names of the passengers, either by utilizing the services of the organization

designated for the accident under 49 U.S.c. Section 1136(a)(2) or the 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 Star Alliance member airlines to provide services in

support of notification requirements.

a) As each name on the manifest is verified, 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 use to 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 as soon as

Austrian Airlines has verified that the passenger was aboard the aircraft (whether

or not the names of all the passengers have been verified) and to the extent

practicable in person.

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Austrian Airlines Family Assistance 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, a list (which is based on the 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 list will also be marked "Not for Public Release,"

5. Austrian Airlines will consult with the family of each passenger regarding the

disposition of all remains and personal effects of the passenger within the control

of Austrian Airlines. Austrian Airlines has contracted with Kenyon International

Emergency Services, Inc. to provide services in support of all human remains and

personal effects issues.

6. If requested by the family of a passenger, Austrian Airlines will return any

possession of the passenger, within the control of Austrian 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 of Austrian Airlines, for at least 18 months. Austrian Airlines has contracted

with Kenyon International Emergency Services, Inc. to provide services in support

of all personal effects issues.

8. Austrian Airlines will consult with the family of each passenger about construction

by Austrian Airlines of any monument to the passengers, including any inscription

on the monument.

9. The treatment of families of non-revenue passengers (and any other victim of the

accident) will be the same as the treatment of the families of revenue 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 an appropriate level of services and assistance following an accident.

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

behalf of Austrian Airlines by that organization.

12. Austrian Airlines will assist the family of a passenger in traveling to the location of

the accident and provide for the physical care of the family while the family is

staying at such location.

13. Austrian Airlines will commit sufficient resources to carry out our Family Assistance

Plan.

14. Upon request of the family of a passenger, Austrian Airlines will inform the family

of whether the passenger's name appeared on a preliminary passenger manifest

for the flight involved in the accident whether or not the name of that person has

been verified.

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Austrian Airlines Family Assistance 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 loss of life, Austrian Airlines will consult with the National

Transportation Safety Board and the Department of State on the provision of the

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. The written notice shall advise an owner to contact the

insurer of the property as the authoritative source for information about coverage

and compensation.

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 of the Austrian Airlines flight if both are

located in the United States.

19. Austrian Airlines Emergency Contact:

Operations Control Centre, Vienna

Telephone: (primary number, for emergency use only)

(secondary number)

Facsimile:

e-mail:

Vienna, October 18, 2013

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