FALCONAIR 

April 28, 2010 

Dockets-Dockets OST 96-1960 

U.S. Department of Transportation 

400 Seventh Street, S.W., Room PL 401 

Washington, D.C. 20590 

SUBJECT: FAMILY ASSISTANCE PLAN 

Falcon Air Express, Inc 

Please find attached our plan to address the needs of families of passengers involved in aircraft 

accidents. This submission also incorporates the U.S. Department of Transportation notice 

published January 20, 2004 regarding the requirements of the'Vision 100- Century of Aviation 

Reauthorization Act'wherein certain additional assurances are required to be included in Air 

Carrier Plans. 

Additionally, please be advised that our operations staff may be reached 24 hours at: 

Falcon Air Express Operations, iMMHIIBH m and 147 email 

If you have any questions you may contact the undersigned at: 

Jorge Espinosa Director of Safety. |0QHBHB^BH | cell | land email: 

Jorge-csptnosa 

D/rector of Safety 

Phone. 

Cel. 

2601 N.W. 105 Avenue — Miami, Florida 33172 —Tel. 
FALCON AIR EXPRESS FAMILY ASSISTANCE PLAN 

Introduction 

The Falcon Air Express Family Assistance Program has been developed to comply with Public Law 

No. 104-264, Title VII, Aviation Disaster Family Assistance Act of 1996 (49 U.S.C. 1136 and 41113) 

and Public Law No. 108-176, December 12, 2003- Vision 100—Century of Aviation Reauthorization 

Act, Section 809, Availability of Aircraft Accident Site Information, Paragraph (a) Domestic Air 

Transportation 

This program is part of a larger effort, which includes the U.S. National Transportation Safety Board 

and other U.S. governmental entities, to assist survivors, survivor families and victim families in the 

event of an aviation disaster within the United States or US Territories. 

Purpose 

The purpose of the Falcon Air Express Family Assistance Program is as follows: 

• Act in the best interests of survivors, survivor families and/or victim families. 

• Respond to survivors, survivor families and victim families with sensitivity, dignity and respect. 

• Respect and be sensitive to the cultural and religious backgrounds of survivors, survivor families 

and victim families. 

• Meet the needs of survivors, survivor families and victim families for such issues as: 

Timely information regarding the status of the passenger. 

Transportation to and fi"om the location of the accident. 

Lodging and meals while at the accident location. 

Timely information regarding survivor progress. 

Immediate clothing and personal hygiene necessities. 

Medical needs. 

Mental health counseling. 

Assistance with transportation of remains. 

Identification and return of personal effects, and 

Pastoral support and memorial services. 

Falcon Air Express will also provide similar services to immediate family members who do not 

travel to the accident location. 

• Provide the same level of assistance listed above for crewmembers and their families as well as 

others traveling on a non-revenue basis. 

• Provide training to the employees and agents of Falcon Air Express to meet the needs of 

survivors and family members following an accident. 

• Provide mental and emotional support to Falcon Air Express employees, especially those asked to 

work with survivors, survivor families and victim families. 

Page 1 ©FEI Behavioral Health, 2010 

This document is prepared by FEI as a tool for Falcon Air Express. Release to or use by parties 

other than the Customer for which it was intended is prohibited. 
FALCON AIR EXPRESS FAMILY ASSISTANCE PLAN 

Upon evaluation. Falcon Air Express identified limited Family Assistance personnel resources 

available to respond to a crisis. Therefore, Falcon Air Express has contracted with the following 

agencies to provide additional response staff and consultation on Family Assistance. 

FEI Beiiavioral Health (FEI) 

FEI has been in operation since 1979 and has a customer base of over 140 companies, including 

Regional, Domestic and Foreign Air Carriers. 

FEI will conform to the Federal Family Assistance Plan for Aviation Disasters as detailed by the 

NTSB. On behalf of Falcon Air Express, FEI will: 

• Provide Family Assistance Training to Falcon Air Express' employees and agents to enhance 

awareness of and sensitivity to the needs of survivors and family members following an accident. 

In the event of an accident, FEI will: 

Provide a toll free, publicized number within 60 minutes of notification. 

Activate an inbound call center to screen initial inquiries. 

Provide a second (outbound) call center staffed by behavioral health professionals. 

The outbound call center, referred to as the Family Information Center (FIC), will respond to 

family member's inquiries, notify the next of kin, arrange travel and support non-travelling 

families. 

Provide information to families, as it becomes known. 

Offer continuous updates on notification process. 

Provide family notification before public release. 

Maintain daily contact with non-traveling families. 

Gather and compile data for the airline. 

Make travel arrangements for families, as requested by Falcon Air Express. 

Deploy a crisis management team to the on-site Family Assistance Center. 

As requested, assist in establishment of the Joint Family Support Operations Center. 

Provide on site support and consultation to Falcon Air Express. 

Coordinate with NTSB, American Red Cross, Local Authorities, and Airline. 

Work and liaise closely with other agencies working on behalf of the airline. 

Provide escort, support, information and assistance to survivors, victims and their families on 

behalf of the airline. 

• As requested, assist in establishing facilities and equipment as may be required to support the 

needs for a Simultaneous Electronic Transmission of NTSB Public Hearing at required locations. 

FALCON AIR EXPRESS FAMILY ASSISTANCE PROGRAM 

In coordination with contracted agencies. Falcon Air Express has developed detailed policies and 

procedures for affected station(s) emergency operations, headquarter emergency operations, as well 

as accident site emergency operations. In the event of an accident. Falcon Air Express will: 

Page 2 ©FEI Behavioral Health, 2010 

This document is prepared by FEI as a tool for Falcon Air Express. Release to or use by parties 

other than the Customer for which it was intended is prohibited. 
FALCON AIR EXPRESS FAMILY ASSISTANCE PLAN 

[Note: Principle responsibility is always the Carrier's. For clarification, the organization(s) 

responsible for carrying out or facilitating the task is indicated at the end of each section in 

parenthesis.] 

(1) Notify the NTSB communications center at (202) 314- 6290 immediately upon knowledge of 

a crash. (Falcon Air Express) 

a) Provide place of incident (or general vicinity of incident), number of passengers and crew 

based on preliminary departure information and number of injured and fatalities (if 

known). (Falcon Air Express) 

b) Provide flight number, origination, connection points and final destination (if known), 

and whether the flight was domestic or international. (Falcon Air Express) 

c) Provide name and telephone number of the person who is in overall charge of the 

incident site. (Falcon Air Express) 

d) Provide name, telephone number and location of the hotel that has been designated as the 

JFSOC. (Falcon Air Express) 

e) Provide name and telephone number of the person responsible for the passenger manifest. 

(Falcon Air Express) 

f) Provide name and telephone number of the person responsible for family notification. 

(Falcon Air Express) 

(2) Provide the public a reliable publicized toll free number with sufficient telephone capacity. 

(FEI) 

a) When disseminating the toll-free number. Falcon Air Express will ask the media to 

inform the public that only individuals who have a reason to believe a family member or 

friend is a passenger on the flight should use the number. (Falcon Air Express) 

b) The media notice will emphasize that initial calls to the airline are to provide a point of 

contact with the airline, provide basic flight information to the caller, and gather 

information so the airline may obtain points of contact for each passenger. (Falcon Air 

Express) 

c) The media will be asked to reemphasize the carrier involved, the flight number, airport of 

origination, connection and final destination. (Falcon Air Express) 

d) The "message" heard by callers on hold will urge anyone who does not have reason to 

believe that a family member or friend is a passenger or is unable to provide relevant 

information on the passenger to please clear the line. The "message" will also restate the 

carrier involved, the flight number, airport of origination, connection and final 

destination. (FEI) 

Page 3 ©FEI Behavioral Health, 2010 

This document is prepared by FEI as a tool for Falcon Air Express. Release to or use by parties 

other than the Customer for which it was intended is prohibited. 
FALCON AIR EXPRESS FAMILY ASSISTANCE PLAN 

(3) Provide timely notification to family members of passengers, which will consist of 

continuous updates, based upon manifest reconciliation with boarding documents (ticket lifts, 

ticket readers, and final gate check-in name list). Falcon Air Express will provide passenger 

information to family members as it becomes known and will not wait until all names on the 

check-in manifest are confirmed before notifying individual family members. Family 

members will be notified if passenger's name appears on a preliminary name list and 

informed that confirmation involves reconciling the manifest with the boarding documents 

collected at the gate. Once contact is established with family members, it is maintained, 

regardless of whether additional information becomes available. Personnel are trained in 

crisis response and techniques to notify a person that a family member may have been 

involved in a disaster. (FEI) 

(4) Provide the NTSB, upon request, the most current reconciled copy of 

the passenger manifest. Each copy will be numbered or annotated so it can 

be distinguished from previous copies. (Falcon Air Express) 

(5) Secure facilities at departure, arrival, and connecting airports where family members may be 

initially gathering. These facilities will protect them from media and solicitors, as well as 

provide a place to receive continuous updates on the reconciliation of the passenger manifest 

and other information on the crash as it becomes available. If at a secured facility, family 

members will be notified personally and privately by personnel trained in crisis response and 

death notification that their loved one is on the plane. (Falcon Air Express and FEI) 

(6) Provide logistical support to family members requesting travel to the incident site (or to a 

hospital location). This includes, but is not limited to, transportation, lodging, meals, 

security, communications, and incidentals. Falcon Air Express will consider the following 

during selection of a facility: quality of rooms, size of facilities, privacy for family members, 

relative location to medical examiner's office, temporary morgue, airport operations, crash 

site, NTSB investigation headquarters, and medical treatment facilities. (Falcon Air 

Express) 

(7) Inform family members (or family friends/clergy who are with the family) at an appropriate 

time, as early as possible after being notified, that it is critical they contact their family dentist 

to obtain dental records and dental x-rays of their loved one. Families will be asked to have 

the records and x-rays sent via overnight delivery to the address of the hotel where the 

JFSOC is located. Families will be told to send the package to the attention of the Deputy 

Director, FA, NTSB. Families will be advised that if they are coming to the site within the 

next 48 hours, they may arrange to hand carry these documents. (FEI) 

(8) Make provisions for a JFSOC to include space, communication and logistical support to 

assist local and Federal staff. (Falcon Air Express or FEI) 

(9) Make provisions for private areas within the hotel for DMORT and medical examiner 

personnel to collect ante mortem information from families at the site. Falcon Air Express 

will also provide quiet space and communications resources for DMORT and medical 

examiner personnel to telephonically collect ante mortem information from families who 

decide to stay away from the site. Falcon Air Express will reserve 6 to 15 rooms for crisis 

counseling/DMORT use. (Falcon Air Express or FEI) 

Page 4 ©FEI Behavioral Health, 2010 

This document is prepared by FEI as a tool for Falcon Air Express. Release to or use by parties 

other than the Customer for which it was intended is prohibited. 
FALCON AIR EXPRESS FAMILY ASSISTANCE PLAN 

(10) Provide necessary information on foreign passengers to DOS representatives to facilitate 

interaction with appropriate foreign government embassies. (Falcon Air Express) 

(11) Provide notification to family members prior to releasing passenger names to the public. 

Family members will be given appropriate time to notify other family members and friends 

prior to public release of the victim's name. While it may be necessary for some families to 

have more than one contact point with the airline, families will be asked to designate one 

primary contact point for purposes of information sharing among the family. Falcon Air 

Express will not release the victim's name without family consent. (FEI) 

(12) Inquire at the time of notification or soon after if family members desire, ARC crisis 

assistance or an ARC person to talk to. If family is undecided or say no, the will be asked to 

inform their airline representative if they reconsider. All requests for assistance will be passed 

to an ARC representative who will designate an ARC staff member in the family member's 

local area and request they contact the family. (FEI) 

(13) Provide the media with continuous updates on the progress of the notification process, to 

include: providing the number of victims' families notified as of a certain time and the 

number remaining to be notified. Falcon Air Express will continue this process until all 

victims' families have been notified. (Falcon Air Express) 

(14) Assist family members as they travel to and from the site by informing flight crews and 

airport personnel that family members are on particular flights. At departure, coimecting, and 

arrival airports, family members will have airline personnel meet and assist them while on 

airport grounds. If necessary. Falcon Air Express will seek assistance from other carriers who 

may have a larger presence at the airport. Falcon Air Express will assist family members as 

they depart the accident site and provide a contact person who will continue to be the airline 

interface with the family after the family returns to their residence. (Falcon Air Express or 

FEI) 

(15) Provide a contact person to meet family members as they arrive and accompany them at the 

incident site. A representative will be assigned responsibility for assisting the family while at 

the site and will continue to be the airline interface with the family until the family returns to 

their residence. Upon return, a single contact person for all family members may be 

designated. (FEI) 

(16) Provide a contact person from the airline to maintain daily contact with family members who 

do not travel to the incident site. (FEI) 

(17) Establish a badging system to identify family members. (Falcon Air Express or FEI) 

(18) Establish a joint liaison with ARC at each supporting medical treatment facility to track the 

status of injured victims and to provide assistance to their families. (FEI) 

(19) Develop procedures for the handling of personal effects not being held as evidence for 

purposes of a criminal or accident investigation. Provisions will be made for unclaimed 

possessions to be retained for at least 18 months from the date of the crash as required by law. 

(VENDOR UNDER CONTRACT) 

Page 5 ©FEI Behavioral Health, 2010 

This document is prepared by FEI as a tool for Falcon Air Express. Release to or use by parties 

other than the Customer for which it was intended is prohibited. 
FALCON AIR EXPRESS FAMILY ASSISTANCE PLAN 

(20) Designate an individual who will be the airline's representative to the Deputy Director of FA. 

This individual will travel to various locations, such as accident site, morgue, JFSOC, and 

family assistance center with the Deputy Director of FA. The designated individual will have 

the authority or ready access to those who have sufficient authority to make decisions on 

behalf of the airline. (Falcon Air Express) 

(21) Consult with family members about any airline-sponsored monument, including any 

inscriptions. (Falcon Air Express or FEI) 

(22) Provide reasonable reimbursement to the ARC for services to the family, airline, and 

supporting personnel. (Falcon Air Express) 

(23) If the crash is declared a crime, coordinate with DOJ to arrange meetings with family 

members to explain their rights under the victims of crime legislation. (FEI) 

(24) Provide the same support and treatment of families of non-revenue passengers (and any other 

person aboard the aircraft) as for revenue passengers. (Falcon Air Express) 

(25) Participate in daily coordination meetings to review daily activities, resolve problem areas, 

and to synchronize fiiture family support operations and activities. (Falcon Air Express and 

FEI) 

(26) Provide training to Falcon Air Express employees and agents to increase awareness of the 

needs of survivors and family members following an accident. (FEI or Falcon Air Express) 

(27) When providing assistance to US Citizens within the United States with respect to an aircraft 

accident outside the Unites States involving major loss of life. Falcon Air Express will 

consult with the NTSB and DOS on provision of assistance. (Falcon Air Express) 

(28) In the event of an accident that involves significant ground damage to non-governmental 

property. Falcon Air Express will notify the owner of the property about liability for any 

property damage and the means for obtaining compensation. This notification will include 

advising the property owner: (1) to contact the property's insurer for information about 

coverage and compensation; (2) to not rely on unofficial information from the Falcon Air 

Express' representative about compensation; and (3) to obtain photographic or other detailed 

evidence about property damage as soon as practicable. (Falcon Air Express) 

(29) In the event that the NTSB conducts a public accident hearing at a location that is more than 

80 miles from the accident site. Falcon Air Express will ensure that the hearing will be 

available elecfronically live at the origin city and destination city of the accident aircraft's 

flight, if that city is in the United States. (Falcon Air Express and FEI) 

Page 6 ©FEI Behavioral Health, 2010 

This document is prepared by FEI as a tool for FalconAir Express. Release to or use by parties 

other than the Customer for which it was intended is prohibited.