# FALCONAI R

Apri l 28 , 201 0 Dockets-Docket s OS T 96-196 0 U.S . Departmen t

o f Transportatio n 40 0 Seventh Street , S.W. , Roo mP L40 1 Washington , D.C . 2059 0 SUBJECT : FAMIL Y ASSISTANC E PLA N Falco n Ai r

Express , In c Pleas e findattache dou r

pla n t o addres s th e need s o f familie s o f

passenger s involve di n aircraf t accidents . Thi s submissio n als o incorporate s th e U.S . Departmen t o f Transportatio n notic e publishe dJanuar y 20 , 200 4 regardin g th e requirement s o f the'Visio n 100

- Century o f Aviatio n Reauthorizatio n Act'wherei n certai n additiona l assurance s ar e require dt o b e include di n Ai r Carrie r Plans . Additionally , pleas e b e advise dtha t ou r operation s staf

f ma y b e reache d2 4 hour s at : Falco n Ai r

Expres s Operations , iMMHIIBH man d14 7 emai l I f yo u hav e an y question s yo u ma y contac t th e undersigne dat : Jorg e Espinos aDirecto r

o f Safety . |0QHBHB^BH | cel l | lan demail :

Jorge-csptnos a D/recto ro f Safet y Phone . Cel .

2601 N.W . 10 5 Avenu e —Miami , Florid a 3317 2 —Tel .

## FALCO N AI REXPRES S FAMIL Y ASSISTANC E PLA N

Introductio n Th e Falco n Ai r

Expres s Famil y Assistanc e Progra mha s bee n develope dt o compl y wit hPubli c La w No . 104-264 , Titl e VII , Aviatio n Disaste r Famil y Assistanc e Ac t

o f 199 6 (4 9 U.S.C . 113 6 an d41113 ) an dPubli c La w No . 108-176 , Decembe r 12 , 2003

- Visio n 100—Century o f Aviatio n Reauthorizatio n Act , Sectio n 809 , Availabilit y o f Aircraf t Acciden t Sit e Information , Paragrap h(a ) Domesti c Ai r Transportatio n Thi s progra mi s part

o f alarge r effort , whic hinclude s th e U.S . Nationa l Transportatio n Safet y Boar d an dothe r U.S . governmenta l entities , t o assis t survivors , survivo r

familie s an dvicti mfamilie s in th e even t o f a n aviatio n disaste r

withi n th e Unite dState s o r U S Territories . Purpos e Th e purpos e o f

th e Falco n Ai r

Expres s Famil y Assistanc e Progra mi s a s follows :

• Ac t in th e bes t

interest s o f

survivors , survivo r

familie s and/o r

victi mfamilies .

• Respon dt o survivors , survivo r familie s an dvicti mfamilie s withsensitivity , dignity an drespect .

• Respec t

an db e sensitiv e t o th e cultura l an dreligiou s background s o f survivors , survivo r

familie s an dvicti mfamilies .

• Mee t th e need s o f

survivors , survivo r

familie s an dvicti mfamilie s fo r suc hissue s as : Timel y informatio n regardin g th e statu s o f th e passenger . Transportatio n t o an dfi"omth e locatio n o f th e accident . Lodgin g an dmeal s whil e at th e acciden t

location . Timel y informatio n regardin g survivo r progress . Immediat e clothin g an dpersona l hygien e necessities . Medica l needs . Menta l healthcounseling . Assistanc e withtransportatio n o f remains . Identificatio n an dreturn o f persona l effects , an d Pastora l suppor t

an dmemoria l services . Falco n Ai r

Expres s wil l als o provid e similar service s t o immediat e famil y member s wh o d o no t trave l t o th e acciden t

location .

• Provid e th e sam e leve l o f assistanc e liste dabov e for crewmember s an dthei r

familie s a s wel l a s other s travelin g o n anon-revenu e basis .

• Provid e trainin g t o th e employee s an dagent s o f Falco n Ai r

Expres s t o mee t

th e need s o f survivor s an dfamil y member s followin g a n accident .

• Provid e menta l an demotiona l support t o Falco n Ai r

Expres s employees , especially thos e aske dt o work withsurvivors , survivo r familie s an dvicti mfamilies . Page 1 ©FE I Behaviora

l Health , 201 0 This documen

t i s prepare db

y FE I a s atoo l fo r

Falco n Ai

r Express . Releas e to or

us e b y partie s other tha n the Custome

r fo r whic hi t was intende di s prohibited .

## FALCO N AI REXPRES S FAMIL Y ASSISTANC E PLA N

Upo n evaluation . Falco n Ai r Expres s identifie dlimite dFamil y Assistanc e personne l resource s availabl e t o respon dt o acrisis . Therefore , Falco n Ai r Expres s ha s contracte dwithth e followin g agencie s t o provid e additiona l respons e staf f an dconsultatio n o n Famil y Assistance . FE I Beiiaviora l Healt h(FEI ) FE I ha s bee n in operatio n sinc e 197 9 an dha s acustome r bas e o f ove r 14 0 companies , includin g Regional , Domesti c an dForeig n Ai r Carriers . FE I wil l conformt o th e Federa l Famil y Assistanc e Plan fo r Aviatio n Disaster s a s detaile db y th e NTSB . O n behal f

o f Falco n Ai r

Express , FE I will :

• Provid e Famil y Assistanc e Trainin g t o Falco n Ai r Express ' employee s an dagent s t o enhanc e awarenes s o f

an dsensitivity t o th e need s o f survivor s an dfamil y member s followin g an accident . In th e even t

o f a n accident , FE I will : Provid e atol l free , publicize dnumbe r withi n 6 0 minute s o f

notification . Activat e a

n inboun dcal l cente r

t o scree n initia l inquiries . Provid e asecon d(outbound ) cal l cente r staffe db y behaviora l healthprofessionals . Th e outboun dcal l center , referre dt o a s th e Famil y Informatio n Cente r (FIC) , wil l respon dt o famil y member' s inquiries , notif y th e nex t

o f kin , arrang e trave l an dsupport non-travellin g families . Provid e informatio n t o families , a s i t become s known . Offer continuou s update s o n notificatio n process . Provid e famil y notificatio n befor e publi c release . Maintai n dail y contac t

withnon-travelin g families . Gathe r an dcompil e dat afo r

th e airline . Mak e trave l arrangement s for families , a s requeste db y Falco n Ai r Express . Deplo y acrisi s managemen t tea mt o th e on-sit e Famil y Assistanc e Center . A s requested , assis t

i n establishmen t

o f th e Join t Famil y Support

Operation s Center . Provid e o n sit e support

an dconsultatio n t o Falco n Ai r Express . Coordinat e withNTSB , America n Re dCross , Loca l Authorities , an dAirline . Wor k an dliais e closel y withothe r agencie s workin g o n behal f o f th e airline . Provid e escort , support , informatio n an dassistanc e t o survivors , victim s an dthei r familie s o n behal f o f th e airline . • A s requested , assis t

in establishin g facilitie s an dequipmen t a s may b e require dt o support th e need s fo r aSimultaneou s Electroni c Transmissio n o f NTS B Publi c Hearin g at require dlocations . FALCO N AI REXPRES S FAMIL Y ASSISTANC E PROGRA M In coordinatio n withcontracte dagencies . Falco n Ai r Expres s ha s develope ddetaile dpolicie s an d procedure s for

affecte dstation(s ) emergenc y operations , headquarte r emergenc y operations , a s well a s acciden t

sit e emergenc y operations . In th e even t o f a n accident . Falco n Ai r

Expres s will : Page 2 ©FE I Behaviora

l Health , 201 0 This documen

t i s prepare db

y FE I a s atoo l fo r

Falco n Ai

r Express . Releas e t

o or us e b y partie s other tha n th e Custome

r fo r whic hit was intende di s prohibited .

## FALCO N AI REXPRES S FAMIL Y ASSISTANC E PLA N

[Note : Principl e responsibilit yi s alway s th e Carrier's . Fo rclarification , th e organization(s ) responsibl e fo rcarryin g ou t o rfacilitatin g th e tas k i s indicate d a t th e en d o f eac h sectio n i n parenthesis. ] (1 ) Notif

y th e NTS B communication s cente r at (202 ) 314

- 629 0 immediatel y upo n knowledg e o f acrash . (Falco n Ai r

Express ) a ) Provid e plac e o f

inciden t (o r genera l vicinity o f

incident) , numbe r

o f passenger s an dcre w base do n preliminary departur e informatio n an dnumbe r o f injure dan dfatalitie s (i f known) . (Falco n Ai r

Express ) b ) Provid e flight

number , origination , connectio n point s an dfinal destinatio n (i f known) , an dwhethe r

th e flight wa s domesti c o r

international . (Falco n Ai r Express ) c ) Provid e nam e an dtelephon e numbe r o f th e perso n wh o i s i n overal l charg e o f th e inciden t site . (Falco n Ai r

Express ) d ) Provid e name , telephon e numbe r an dlocatio n o f

th e hote l tha t

ha s bee n designate da s th e JFSOC . (Falco n Ai r

Express ) e ) Provid e nam e an dtelephon e numbe r o f th e perso n responsibl e for th e passenge r

manifest . (Falco n Ai r

Express ) f ) Provid e nam e an dtelephon e numbe r o f th e perso n responsibl e fo r famil y notification . (Falco n Ai r

Express ) (2 ) Provid e th e publi c areliabl e publicize dtol l fre e numbe r withsufficien t

telephon e capacity . (FEI ) a ) Whe n disseminatin g th e toll-fre e number . Falco n Ai r Expres s wil l as k

th e medi at o infor mth e publi c tha t

onl y individual s wh o hav e areaso n t o believ e afamil y membe r o r frien di s apassenge r

o n th e flight

shoul dus e th e number . (Falco n Ai r Express ) b ) Th e medi anotic e wil l emphasiz e tha t initia l call s t o th e airlin e ar e t o provid e apoin t o f contac t withth e airline , provid e basi c flight informatio n t o th e caller , an dgathe r informatio n s o th e airlin e may obtai n point s o f contac t fo r eac hpassenger . (Falco n Ai r Express ) c ) Th e medi awil l b e aske dt o reemphasiz e th e carrie r involved , th e flight

number , airport

o f origination , connectio n an dfinal destination . (Falco n Ai r Express ) d ) Th e "message " hear db y caller s o n hol dwil l urg e anyon e wh o doe s no t hav e reaso n t o believ e tha t

afamil y membe r

o r friendi s apassenge r

o r i s unabl e t o provid e relevan t informatio n o n th e passenge r t o pleas e clear

th e line . Th e "message " wil l als o restat e th e carrie r involved , th e flight

number , airport

o f origination , connectio n an dfinal destination . (FEI ) Pag e 3 ©FE I Behaviora

l Health , 201 0 This documen

t i s prepare db

y FE I a s atoo l fo r

Falco n Ai

r Express . Releas e t

o o r us e b y partie s othe r tha n the Custome

r fo r whic hi t wa s intende di s prohibited .

## FALCO N AI REXPRES S FAMIL Y ASSISTANC E PLA N

(3 ) Provid e timel y notificatio n t o famil y member s o f passengers , whic hwil l consis t o f continuou s updates , base dupo n manifes t reconciliatio n withboardin g document s (ticke t lifts , ticke t readers , an dfinal gat e check-i n nam e list) . Falco n Ai r Expres s wil l provid e passenge r informatio n t o famil y member s a s i t become s know n an dwil l no t wai t unti l al l name s o n th e check-i n manifes t

ar e confirme dbefor e notifyin g individua l famil y members . Famil y member s wil l b e notifie di f passenger' s nam e appear s o n apreliminar y nam e lis t an d informe dtha t

confirmatio n involve s reconcilin g th e manifes t withth e boardin g document s collecte da t

th e gate . Onc e contac t

i s establishe dwithfamil y members , i t i s maintained , regardles s o f

whethe r additiona l informatio n become s available . Personne l ar e traine di n crisi s respons e an dtechnique s t o notif y aperso n tha t

afamil y membe r

ma y hav e bee n involve di n adisaster . (FEI ) (4 ) Provid e th e NTSB , upo n request , th e mos t curren t reconcile dcop y o f th e passenge r

manifest . Eac hcop y wil l b e numbere do r annotate ds o i t

ca n b e distinguishe dfrompreviou s copies . (Falco n Ai r Express ) (5 ) Secur e facilitie s at departure , arrival , an dconnectin g airport s wher e famil y member s may b e initiall y gathering . Thes e facilitie s wil l protec t the mfrommedi aan dsolicitors , a s wel l a s provid e aplac e t o receiv e continuou s update s o n th e reconciliatio n o f th e passenge r

manifes t an dothe r informatio n o n th e cras ha s i t become s available . I f

at asecure dfacility , famil y member s wil l b e notifie dpersonall y an dprivatel y b y personne l traine din crisi s respons e an d deathnotificatio n tha t

thei r love don e i s o n th e plane . (Falco n Ai r Expres s an dFEI ) (6 ) Provid e logistica l support t o famil y member s requestin g trave l t o th e inciden t sit e (o r t o a hospita l location) . Thi s includes , bu t i s no t limite dto , transportation , lodging , meals , security , communications , an dincidentals . Falco n Ai r Expres s wil l conside r

th e followin g durin g selectio n o f

afacility : qualit y o f

rooms , siz e o f

facilities , privac y for

famil y members , relativ e locatio n t o medica l examiner' s office , temporar y morgue , airpor t operations , cras h site , NTS B investigatio n headquarters , an dmedica l treatmen t facilities . (Falco n Ai r Express ) (7 ) Infor

mfamil y member s (o r

famil y friends/clergy wh o ar e withth e family ) at an appropriat e time , a s earl y a s possibl e after bein g notified , tha t

i t i s critica l the y contac t

thei r famil y dentis t t o obtai n denta l record s an ddenta l x-ray s o f thei r love done . Familie s wil l b e aske dt o hav e th e record s an dx-ray s sen t vi aovernigh t

deliver y t o th e addres s o f th e hote l wher e th e JFSO C i s located . Familie s wil l b e tol dt o sen dth e packag e t o th e attentio n o f th e Deputy Director , FA , NTSB . Familie s wil l b e advise dtha t i f the y ar e comin g t o th e sit e withi n th e nex t 4 8 hours , the y ma y arrang e t o han dcarr y thes e documents . (FEI ) (8 ) Mak e provision s for aJFSO C t o includ e space , communicatio n an dlogistica l support t o assis t local an dFedera l staff

. (Falco n Ai r

Expres s o r

FEI ) (9 ) Mak e provision s for privat e area s withi n th e hote l fo r DMOR T an dmedica l examine r personne l t o collec t

ant e morte minformatio n fromfamilie s at th e site . Falco n Ai r

Expres s wil l als o provid e quie t

spac e an dcommunication s resource s for DMOR T an dmedica l examine r personne l t o telephonicall y collec t ant e morte minformatio n fromfamilie s wh o decid e t o stay awa y fromth e site . Falco n Ai r Expres s wil l reserv e 6 t o 1 5 room s for crisi s counseling/DMOR T use . (Falco n Ai r Expres s o r

FEI ) Page 4 ©FE I Behaviora

l Health , 201 0 This documen

t i s prepare db

y FE I a s atoo l fo r

Falco n Ai

r Express . Releas e to or

us e b y partie s other tha n the Custome

r fo r whic hi t was intende di s prohibited .

## FALCO N AI REXPRES S FAMIL Y ASSISTANC E PLAN

(10 ) Provid e necessar y informatio n o n foreig n passenger s t o DO S representative s t o facilitat e interactio n withappropriat e foreig n governmen t embassies . (Falco n Ai r Express ) (11 ) Provid e notificatio n t o famil y member s prio r t o releasin g passenge r

name s t o th e public . Famil y member s wil l b e give n appropriat e tim e t o notif y othe r famil y member s an dfriend s prio r t o publi c releas e o f

th e victim' s name . Whil e it may b e necessar y fo r

som e familie s t o hav e mor e tha n on e contac t poin t withth e airline , familie s wil l b e aske dt o designat e on e primar y contac t

poin t for purpose s o f

informatio n sharin g amon g th e family . Falco n Ai r Expres s wil l no t

releas e th e victim' s nam e withou t famil y consent . (FEI ) (12 ) Inquir e at

th e tim e o f

notificatio n o r

soo n after

i f famil y member s desire , AR C crisi s assistanc e o r

a n AR C perso n t o tal k

to . I f famil y i s undecide do r

say no , th e wil l b e aske dt o infor mthei r airlin e representativ e i f

the y reconsider . Al l request s for assistanc e wil l b e passe d t o a n AR C representativ e wh o wil l designat e a n AR C staf

f membe r i n th e famil y member' s loca l are aan dreques t

the y contac t

th e family . (FEI ) (13 ) Provid e th e medi awit hcontinuou s update s o n th e progres s o f th e notificatio n process , t o include : providin g th e numbe r o f victims ' familie s notifie da s o f acertai n tim e an dth e numbe r remainin g t o b e notified . Falco n Ai r Expres s wil l continu e thi s proces s unti l al l victims ' familie s hav e bee n notified . (Falco n Ai r Express ) (14 ) Assis t

famil y member s a s the y trave l t o an dfromth e sit e b y informin g flight crew s an d airport personne l tha t

famil y member s ar e o n particular flights. A t

departure , coimecting , an d arriva l airports , famil y member s wil l hav e airlin e personne l mee t an dassis t

the mwhil e o n airport grounds . I f

necessary . Falco n Ai r

Expres s wil l see k

assistanc e fromothe r

carrier s wh o may hav e alarge r

presenc e at

th e airport . Falco n Ai r

Expres s wil l assis t

famil y member s a s the y depart

th e acciden t

sit e an dprovid e acontac t perso n wh o wil l continu e t o b e th e airlin e interfac e withth e famil y after th e famil y return s t o thei r residence . (Falco n Ai r

Expres s o r FEI ) (15 ) Provid e acontac t perso n t o mee t

famil y member s a s the y arriv e an daccompan y the mat th e inciden t site . A representativ e wil l b e assignedresponsibilit y fo r assistin g th e famil y whil e at th e sit e an dwil l continu e t o b e th e airlin e interfac e withth e famil y unti l th e famil y return s t o thei r residence . Upo n return , asingl e contac t perso n fo r

al l famil y member s may b e designated . (FEI ) (16 ) Provid e acontac t perso n fromth e airlin e t o maintai n dail y contac t withfamil y member s wh o d o no t trave l t o th e inciden t

site . (FEI ) (17 ) Establis habadgin g syste mt o identif y famil y members . (Falco n Ai r Expres s o r

FEI ) (18 ) Establis hajoin t

liaiso n withAR C at

eac hsupportin g medica l treatmen t facility t o trac k

th e statu s o f injure dvictim s an dt o provid e assistanc e t o thei r families . (FEI ) (19 ) Develo p procedure s fo r th e handlin g o f

persona l effect s no t

bein g hel da s evidenc e fo r purpose s o f

acrimina l o r

acciden t investigation . Provision s wil l b e mad e fo r unclaime d possession s t o b e retaine dfor at leas t 1 8 month s fromth e dat e o f th e cras ha s require db y law . (VENDO RUNDE RCONTRACT ) Page 5 ©FE I Behaviora

l Health , 201 0 This documen

t i s prepare db

y FE I a s atoo l fo r

Falco n Ai

r Express . Releas e t

o or us e b y partie s other tha n the Custome

r fo r whic hi t wa s intende di s prohibited .

## FALCO N AI REXPRES S FAMIL Y ASSISTANC E PLA N

(20 ) Designat e an individua l wh o wil l b e th e airline' s representativ e t o th e Deputy Directo r o f FA . Thi s individua l wil l trave l t o variou s locations , suc ha s acciden t site , morgue , JFSOC , an d famil y assistanc e cente r

wit h th e Deput y Directo r

o f FA . Th e designate dindividua l wil l hav e th e authority o r

read y acces s t o thos e wh o hav e sufficien t authorit y t o mak e decision s o n behal f o f th e airline . (Falco n Ai r Express ) (21 ) Consul t

withfamil y member s abou t an y airline-sponsore dmonument , includin g an y inscriptions . (Falco n Ai r Expres s o r

FEI ) (22 ) Provid e reasonabl e reimbursemen t t o th e AR C for

service s t o th e family , airline , an d supportin g personnel . (Falco n Ai r Express ) (23 ) I f th e cras hi s declare dacrime , coordinat e withDO J t o arrang e meeting s withfamil y member s t o explai n thei r right s unde r

th e victim s o f

crim e legislation . (FEI ) (24 ) Provid e th e sam e support an dtreatmen t

o f familie s o f

non-revenu e passenger s (an dan y othe r perso n aboar dth e aircraft ) a s for revenu e passengers . (Falco n Ai r Express ) (25 ) Participat e i n dail y coordinatio n meeting s t o revie w dail y activities , resolv e proble mareas , an dt o synchroniz e fiiture famil y support operation s an dactivities . (Falco n Ai r Expres s an d FEI ) (26 ) Provid e trainin g t o Falco n Ai r Expres s employee s an dagent s t o increas e awarenes s o f th e need s o f survivor s an dfamil y member s followin g an accident . (FE I o r Falco n Ai r

Express ) (27 ) Whe n providin g assistanc e t o U S Citizen s withi n th e Unite dState s withrespec t t o a n aircraf t acciden t outsid e th e Unite s State s involvin g majo r los s o f life . Falco n Ai r

Expres s wil l consul t withth e NTS B an dDO S o n provisio n o f assistance . (Falco n Ai r

Express ) (28 ) I n th e even t

o f a n acciden t

tha t involve s significan t

groun ddamag e t o non-governmenta l property . Falco n Ai r

Expres s wil l notif

y th e owne r

o f th e propert y abou t

liability for

an y property damag e an dth e mean s fo r obtainin g compensation . Thi s notificatio n wil l includ e advisin g th e propert y owner : (1 ) t o contac t th e property' s insure r

for informatio n abou t coverag e an dcompensation ; (2 ) t o no t rel y o n unofficial informatio n fromth e Falco n Ai r Express ' representativ e abou t compensation ; an d(3 ) t o obtai n photographi c o r othe r detaile d evidenc e abou t

propert y damag e a s soo n a s practicable . (Falco n Ai r Express ) (29 ) In th e even t

tha t th e NTS B conduct s apubli c acciden t hearin g at

alocatio n tha t

i s mor e tha n 8 0 mile s fromth e acciden t site . Falco n Ai r

Expres s wil l ensur e tha t

th e hearin g wil l b e availabl e elecfronicall y liv e at th e origi n city an ddestinatio n city o f th e acciden t

aircraft' s flight, i f tha t city i s in th e Unite dStates . (Falco n Ai r Expres s an dFEI )

Page 6 ©FE I Behaviora

l Health , 201 0 This documen

t i s prepare db

y FE I a s atoo l fo r

FalconAi r

Express . Releas e t

o or us e b y partie s othe r tha n the Custome

r fo r whic hi t was intende di s prohibited .