LAW OFFICES

GAROFALO GOERLICH HAINBACH PC

1200 NEW HAMPSHIRE AVENUE NW SUITE 590 .

WASHINGTON DC 20036-6802

DON H. HAINBACH

April 29, 2014

VIA ELECTRONIC SUBMISSION

Ms. Barbara Hairston

Supervisory Dockets Officer

U.S. Department of Transportation

1200 New Jersey Avenue, S.E.

Washington, DC 20590

Re: Docket OST-1998-3304 - Family Assistance Plans

Dear Ms. 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 the updated Family Assistance Plan to the NTSB.

If you have any questions regarding WestJet's Family Assistance Plan, please feel free to

contact the undersigned.

Don H. Hainbach

Counselfor WestJet Airlines, Inc.

Enclosure
WestJet Family Assistance Plan

WESTJET FAMILY ASSISTANCE PLAN

APRIL,2014

This Family Assistance Plan is submitted in compliance 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 of customers and families as outlined in

the Vision IDO-Centuryof Aviation Reauthorization Act.

WestJet's 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. 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 staff to handle calls from the

families of the passengers. WestJet has contracted with Kenyon to provide

services in support of Call 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 for public inquiries regarding the accident.

c) Upon activation, Kenyon will:

I) Advise call center personnel that the toll-free number has been

activated and to prepare to begin answering telephone calls.

2) Advise WestJet that the toll-free number has been activated and is

ready for publication to the media.

2. WestJet will notifYthe 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. ~ 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 of notification requirements.

a) As each name on the manifest if verified, the passenger's name will be

assigned to a trained team member who is responsible for notifYing the

family. .
WestJet Family Assistance Plan

b) Sources of information 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 of a passenger as soon as WestJet

has verified that the passenger was aboard the aircraft (whether or not the names

of all of the passengers have been verified) and to the extent practicable in person.

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. ~ I I36(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 "WestJet Internal."

5. WestJet will consult with the family of each passenger regarding the disposition

. of all remains and personal effects of the passenger within the control of WestJet.

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 or any criminal investigation.

7. WestJet will retain any unclaimed possession of a passenger, within the control of

WestJet, for at least 18 months. 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 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. WestJet will work with any organization designated under 49 U.S.c. ~ I I36(a)(2)

on an ongoing basis to ensure the families of passengers receive an appropriate

level of services and assistance following an accident.

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WestJet Family Assistance Plan

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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

WestJet by that organization.

12. WestJet 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. WestJet will commit sufficient resources to carry out our 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 in the accident.

15. WestJet will provide adequate training to the employees and agents of WestJet to

meet the needs of survivors 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 of life, WestJet will consult with the National Transportation

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