Revision 01 September 2013 INSEL 

### AIR ARUBA N.V. 

### FAMILY ASSISTANCE 

### PLAN 1. Overview 1.1. The pmpose ofthe INSEL AIR ARUBA N.V.Family Assistance Plan is toprovide company personnel with the guidelines, procedures andtraining that will enable them to aCtinthe best interests ofthe families ofpassengers involved in any aircraft accident involving Insel Air aircraft and resulting in amajor loss oflife, totreat survivors and families with dignity, and to respect the cultural andreligious backgrounds ofsurvivors and families. 1.2. This document is apart ofalarger effort, which includes the National Transportation Safety Board, other government entities and appointed independent non-profit organizations, to assist survivors and families inthe event ofan aviation disaster. 2. Pre-Response Planning 2.1. In accordance with the Foreign Air Carrier Family Assistance Act of 1996 (49 U.S.c. Section 1136 &Section 41313), as amended by Vision 100

- Century ofAviation Reauthorization Act, INSEL AIR will publish this Family Assistance Plan and insert this plan into all appropriate INSEL AIR manuals. 2.2. The treatment offamilies ofnOn-revenue passengers (and any other victim ofthe accident) will be the same as the treatment ofthe families ofrevenue passengers. 2.3. The INSEL AIR Emergency Response Team will beutilized to respond to likely needs of survivors and families. 2.4. Training will bebased upon employee's responsibilities and INSEL AIR will provide logistical support to the Response Team. 2.5. Training ofFamily Assistance Personnel will be conducted inconjunction with INSEL AIR's training recognizing that: 2.5.1. A list oftrained Family Assistance Personnel will be maintained inthe INSEL AIR Emergency Response Plan. 2.5.2. Personnel who are inpublic contact positions need toknow how torespond to inquiries and facilitate responses to them. 2.5.3. Families may seek assistance from INSEL AIR at airports that are neither the origin nor the destination ofthe flight. 2.5.4. Simulations ofthe Plan will be held annually in addition to participation in local disaster drills. 2.5.5. After an aviation disaster involving an INSEL AIR aircraft, atoll-free "800" number will bepublished for the use offamilies to inquire about passengers .

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2.5.6. Itis INSEL AIR's policy that manifest information will only be released by the designated INSEL AIR Coordinator to the proper NTSB authorities, the director offamily support services designated for the accident under section I13,6(a)(I), the organization designated forthe accident under section I136(a)(2); the INSEL AIR NTSB Family Assistance Coordinator, INSEL AIR's Chief Executive Officer, Chief General Affairs, Chief Operations Officer ortheir authorized representatives. Any other release ofmanifest information is considered unauthorized and prohibited. 2.5.7. INSEL AIR will inform family members (or family friends orclergy who are with the family) at an appropriate time, but as early aspossible after being notified, that itis critical that they contact their family dentist to obtain the dental records and dental x-rays oftheir loved one. INSEL AIR will ask the family to have the records and x-rays sent by special courier tothe address ofthe hotel where thejoint family support operations center will be located. Packages should be addressed tothe Director, Family Support Services, and NTSB. Ifthe family is coming tothe site the next day, the family may arrange tohand-carry these documents. Ifthe family is already atthe accident site or arrives without making these arrangements, the Disaster Mortuary Team personnel will coordinate with the family's dentist to obtain dental records and dental x-rays. 2.5.8. INSEL AIR will ensure that its employees and agents receive adequate training to meet the needs ofsurvivors and family members following an accident. 3. Passenger Manifest, Ticket Reconciliation and Notification 3.1. In order to determine which passengers actually boarded the flight, INSEL AIR personnel immediately after the accident will begin areview ofthe following: 3.1.1. Onboard Passenger Manifest. 3.1.2. Standby passengers. 3.1.3. Non-revenue passengers. 

### 3.104. Re-routed passengers. 3.1.5. Passengers who cancelled their reservation. 3.1.6. Jump seat riders. This process could be delayed bypersons traveling under different names. 3.2. INSEL AIR will release, upon request, to the NTSB Family Services Director a passenger list. This would beupon the firm understanding that the listreflects the best available information atthe time ofthe request, that itmay have inaccuracies and itmay not be complete.



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3.2.1. All personnel involved with handling the manifest will be briefed astothe confidential/sensitive nature ofthis information. 3.2.2. All appropriate manifest lists will be stamped "PRELlMINARY AND UNCONFIRMED" with date, time and listnumber. 3.2.3. INSEL AIR will update the list periodically. 3.2.4. Upon request, INSEL AIR will provide tothe Department of State information in its possession about foreign passengers. 3.2.5. INSEL AIR will coordinate asnecessary with the Department ofJustice for family meetings to explain Department ofJustice services. 3.3. Notification Procedures 3.3.1. As soon as information becomes available on'each passenger, thatpassenger's family will be notified. 3.3.1.1. Notification to family members will be made prior torelease of the passenger's name tothe public and, tothe extent practical, in person. 3.3.2. INSEL AIR personnel making the notification will be suitably trained asnoted in Paragraphs 2.4, 2.5 and 2.5.8 ofthis document. 3.3.3. INSEL AIR will secure afacility for family members that will insure privacy from solicitors and the media. 3.3.4. After coordination with NTSB, INSEL AIR will provide ajoint support operations center toprovide logistical support tothe federal staff. 3.3.5. As appropriate, INSEL AIR will continually update the public on the progress of family notification. 3.4. Confidential/Sensitive Information 3.4.1. As stated inparagraph 2.5.7 ofthis document, any unauthorized release of manifest information isprohibited. 4. Passenger Identification 4.1. Medical Examiner/Coroner 4.1.1. The medical examiner or coroner isresponsible forthe positive identification of fatalities.



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### INSEL AIR INTERNATIONAL B.V. Family Assistance Plan Revision 01 September 2013

4.1.1.1. Ifthe victim has died, the medical examiner will coordinate with the

Disaster Mortuary Team Commander toprovide official notification of death to family. 4.1.1.2. For injured passengers, the hospital isresponsible for status updates

and either the hospital orINSEL AIR will advise the families. 5. Family Access to the Accident Site. 5.1. The NTSB has accident sitejurisdiction. 5.2. Within the limits established by the authorities, INSEL AIR will respond to family requests for access to the accident scene. 5.3. INSEL AIR will assist up to two members (exceptions would be made as individual cases and cultural differences would have tobe considered) ofthe family ofapassenger traveling to the location ofthe accident and provide for the physical care ofthe family while the family is staying at such location. 5.3.1. For purposes ofthis plan, "Family" shall mean legal orcommon law spouse, parents orchildren ofthe injured/deceased. Ifthe deceased has no Family as defmed, up to two close living relatives would be considered "Family." 5.3.2

.. Physical care. 5.3.2.1. Transportation to and from accident city. 5.3.2.2. Transportation to and from accidenlsite. 5.3.2.3. Hotel accommodations ataccident city for areasonable time period. 5.3.2.4. Meal voucher during hotel stay and day oftravel to and from the

accident city. 6. Human Remains and Personal Effects 6.1. The medical examiner isresponsible forthe disposition ofidentifiable and unidentifiable human remains. 6.2. INSEL AIR shall work with authorities toreturn identifiable personal effects to victim's family rather than having INSEL AIRbecome acustodian ofthem; INSEL AIR and the authorities will work together to determine disposition ofunidentifiable personal effects. 6.3. Personal effects that come into the control ofINSEL AIR will behandled inthe following marmer after release from the NTSB: 6.3.1. INSEL AIR will consult with each family about the disposition ofpersonal effects that are inINSEL AIR's control.



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6.3.2. INSEL AIR will return to the family, ifrequested, any passenger's possession that isunder the control ofINSEL AIR. 6.3.3. INSEL AIR will retain for 18months any unclaimed property ofa passenger that isunder INSEL AIR's control. 6.3.4. INSEL AIR will consult with the families about the construction by INSEL AIR ofany planned monument, including the inscription on it. 6.3.5. INSEL AIR will only be able toreturn personal effects that come into INSEL AIR's control once permission ofthe NTSB has been obtained as the items may have some bearing onthe accident investigation.

. 7. Liability for Man-Made Structures 7.1 In accordance with the 49 US.C. Section 41313(c), inthe event ofan accident resulting in significant damage to man-made structures ornon-government-owned property on the ground, INSEL AIR shall promptly provide written notification directly tothe owner of liability for any property damage and the means for obtaining compensation. Such notice shall advise the owner: (a) to contact the property insurer asthe authoritative source for coverage and compensation information; (b) to not rely onunofficial information offered by INSEL AIR's representatives about compensation by INSEL AIR for accident-site property damage; and (c) to obtain detailed evidence ofproperty damage as soon as possible following the accident, consistent with restrictions to the accident site. 8. Simultaneous Electronic Transmission ofNTSB Hearings 8.1 In accordance with 49 U.S.C. Section 41313(c), inthe event ofan accident inwhich the NTSB conducts apublic hearing or comparable proceeding at alocation more than eighty (80) miles from the accident site, INSEL AIR shall ensure the proceeding is made available simultaneously by electronic means atalocation open tothe public atthe origin city and destination city ofthe INSEL AIR flight, ifthat city is located inthe United States. 9. Relationship with Designated Independent Organization 9.1. INSEL AIR will work with the independent nonprofit organization that is designated under 49 U.S.C. Section 1136(a) (2) to provide mental health and counseling services to families. 9.1.1. Mental health services can be coordinated on alocal basis through the nonprofit organization orthese services can be brought infrom another city where the airline may have aMental Health Professional onretainer. 9.1.2. Should long-term counseling be required, INSEL AIR will coordinate with the nonprofit organization appointed by the NTSB, the family and the company providing the service.



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9.2. INSEL AIR will develop aprocedure topay reasonable compensation tothe NTSBdesignated independent non-profit organization asrequired by 49 U.S.C. Section 41313(C)(1l) where the nature and scope ofits work and the kind ofcosts tobe incurred have been discussed and agreed in advance. 9.3. INSEL AIR will coordinate with family members astotheir need for American Red Cross for assistance. 9.4. INSEL AIR will participate inthe daily coordination meetings toreview daily activities, resolve problem areas, and to synchronize future family support operations and activities. 10. Third Party Service Provider 10.1 In order to fulfill its obligations under this Plan, INSEL AIR may contract with third party service providers who specialize in aviation disaster response services. INSEL AIR will work with any such third party service providers to carry outthe responsibilities undertaken inthis Plan.

11. Filing ofthis document with NTSB and DOT 11.1 Pursuant with the Foreign Air Carrier Family Assistance Act of 1996, 49 U.S.C. Section 41313(b), this document will be filed with the National Transportation Safety Board and the Department ofTransportation. 12. Revisions and Code-Share Agreements 12.1. INSEL AIR reserves the right to introduce changes tothis plan from time to time. 12.2. INSEL AIR does not presently have an approved code-share arrangement with any United States carrier. IfINSEL AIR were to enter into such an agreement and itwere approved, INSEL AIR may revise this plan. 13. Accidents Not Covered by this Plan 13.1 INSEL AIR will consult with the NTSB and the Department of State ifitvoluntarily provides assistance to U.S. citizens inthe United States with respect to accidents outside the United States not cover.edby this plan involving loss oflife. 14. Emergency Contact Information 14.1

14.2

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