LAW OFFICES



# GAROFALO GOERLICH HAINBACH PC

1200 NEW HAMPSHIRE AVENUE NW SUITE 590

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WASHINGTON DC 20036-6802 DON H. HAINBACH

April 29, 2014

VIA ELECTRONIC SUBMISSION Ms. Barbara Hairston Supervisory Dockets Officer U.S. Department ofTransportation 1200New Jersey Avenue, S.E. Washington, DC 20590 Re: Docket OST-1998-3304

- Family Assistance Plans DearMs. Hairston: On behalf of WestJet Airlines, Inc., attached please find an updated copy of its Family Assistance Plan as required by the Vision 100-Century of Aviation Reauthorization Act. I am also submitting theupdated Family Assistance Plan totheNTSB. Ifyou have any questions regarding WestJet's Family Assistance Plan, please feel free to contactthe undersigned.

Don H. Hainbach 

### Counsel for WestJetAirlines, Inc. EnclosureWestJet Family Assistance Plan

WESTJET FAMILY ASSISTANCE PLAN

APRIL,2014 This Family Assistance Plan is submitted incompliance with the Vision IDO-Centuryof Aviation Reauthorization Act. In this plan, WestJet uses the organized procedures that have been put into place to best meet the needs ofcustomers and families as outlined in the Vision IDO-CenturyofAviation Reauthorization Act. WestJet's plan to assist those affected by an 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. WestJet has contracted with Kenyon International Emergency Services ("Kenyon") and BMS Global LLC to assist with implementing this Family Assistance Plan. I. After an aviation disaster involving a WestJet aircraft, WestJet will publicize a reliable toll-free telephone number and will provide staffto handle calls from the families of the passengers. WestJet has contracted with Kenyon to provide services in support ofCall Center requirements. a) WestJet will immediately notifYKenyon when an .accident has occurred. b) Kenyon will activate a toll-free telephone number that will be designated specifically forpublic inquiries regarding the accident. c) Upon activation, Kenyon will: I) Advise call center personnel that thetoll-free number has been activated and toprepare tobegin answering telephone calls. 2) Advise WestJet thatthetoll-free numberhas been activated and is ready forpublication tothe media. 2. WestJet will notifYthe families ofthe passengers priorto any public notice ofthe names of the passengers; either by utilizing the services of the organization designated for the accident under 49 U.S.C. ~ 1136(a)(2) or the services of other suitably trained individuals under Vision 100

- Century of Aviation Reauthorization Act (P.S. 108-176, 117 Stat. 2490). WestJet has contracted with Kenyon to provide services in support ofnotification requirements. a) As each name onthe manifest ifverified, the passenger's name will be assigned to atrained team member who isresponsible fornotifYingthe family.

.WestJet Family Assistance Plan b) Sources ofinformation team members may use to obtain family member contact information include: I) WestJet booking information 2) Travel agency phone numbers 3) Inbound phone calls 4) Passport information 3. WestJet will provide notification to the family ofapassenger as soon as WestJet has verified that the passenger was aboard the aircraft (whether or not the names ofallofthe passengers havebeen verified) andto the extentpracticable inperson. 4. WestJet will provide to the Office of Transportation Disaster Assistance designated for the accident under 49 U.S.c. ~ 1136(a)(I) and to the organization designated for the accident under 49 U.S.C. ~ II36(a)(2), immediately upon request, alist (which isbased 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 listwill alsobemarked "WestJet Internal." 5. WestJet will consult with the family ofeach passenger regarding the disposition

. ofall remains and personal effects ofthe passenger within the control ofWestJet. 6. If requested by the family of a passenger, WestJet and/or its contractor BMS Global LLC will return any possession of the passenger, within the control of WestJet, to the family unless the possession is needed for the accident investigation orany criminal investigation. 7. WestJet will retain any unclaimed possession ofapassenger, within the control of WestJet, for at least 18months. WestJet has contracted with BMS Global LLC to provide this service. 8. WestJet will consult with the family of each passenger about construction by WestJet of any monument to the passengers, including any inscription on the monument. 9. The treatment offamilies ofnon-revenue passengers (and any other victim ofthe accident) will bethe same asthetreatment ofthe families ofrevenue passengers. 10. WestJet will work with any organization designated under49 U.S.c. ~ II36(a)(2) on an ongoing basis to ensure the families ofpassengers receive an appropriate levelofservices and assistance following an accident.

2WestJet Family Assistance Plan \.

11. WestJet will provide reasonable compensation to any organization designated under 49 U.S.C. 

## 9 1136(a)(2) for services provided to or on behalf of WestJetby thatorganization. 12. WestJet will assist the family of a passenger in traveling to the location of the accident and provide forthephysical care ofthe familywhile the family is staying at such location. 13. WestJetwill commit sufficient resources to carry outour Family Assistance Plan. 14. Upon request of the family of a passenger, WestJet will inform the family of whether the passenger's name appeared on a preliminary passenger manifest for !he flight involved inthe accident. 15. WestJet will provide adequate training to the employees and agents ofWestJet to meet theneeds ofsurvivors and family members following an accident. 16. In the event that WestJet volunteers assistance to United States citizens within the United Sates with respect to an aircraft accident outside the United States involving major loss oflife, WestJetwill consult with theNational Transportation Safety Board andtheDepartment of Stateontheprovision ofthe assistance. 17. In the event that WestJet is involved in an accident that results in significant damage to a man-made structure of other property on the ground, WestJet will promptly provide notice, inwriting, totheowner ofthe 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 ofthe property as the authoritative source for information about coverage and compensation, to not rely on unofficial information offered by foreign air carrier representatives about compensation by the foreign air carrier for accident site property damage, and to obtain photographic or other detailed evidence of property damage as soon as possible after the accident, consistent with restriction on access to the accident 

### sHe. . 18. In the event an accident occurs involving WestJet and which the NTSB conducts a public hearing or comparable proceeding at a location greater than 80 miles from the accident site, WestJet 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 WestJet flight if both are located in the United States.

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