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September 2013

INSEL AIR ARUBA N.V.

FAMILY ASSISTANCE PLAN

1. Overview

1.1. The pmpose of the INSEL AIR ARUBA N.V.Family Assistance Plan is to provide

company personnel with the guidelines, procedures and training that will enable them to

aCtin the best interests of the families of passengers involved in any aircraft accident

involving Insel Air aircraft and resulting in a major loss oflife, to treat survivors and

families with dignity, and to respect the cultural and religious backgrounds of survivors

and families.

1.2. This document is a part of a larger effort, which includes the National Transportation

Safety Board, other government entities and appointed independent non-profit

organizations, to assist survivors and families in the event of an 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 of Aviation

Reauthorization Act, INSEL AIR will publish this Family Assistance Plan and insert this

plan into all appropriate INSEL AIR manuals.

2.2. 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.

2.3. The INSEL AIR Emergency Response Team will be utilized to respond to likely needs of

survivors and families.

2.4. Training will be based upon employee's responsibilities and INSEL AIR will provide

logistical support to the Response Team.

2.5. Training of Family Assistance Personnel will be conducted in conjunction with INSEL

AIR's training recognizing that:

2.5.1. A list of trained Family Assistance Personnel will be maintained in the INSEL

AIR Emergency Response Plan.

2.5.2. Personnel who are in public contact positions need to know how to respond 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 of the flight.

2.5.4. Simulations of the 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, a toll-free "800"

number will be published for the use of families to inquire about passengers .

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2.5.6. It is 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 I 13,6(a)(I),

the organization designated forthe accident under section I 136(a)(2); the INSEL

AIR NTSB Family Assistance Coordinator, INSEL AIR's Chief Executive

Officer, Chief General Affairs, Chief Operations Officer or their authorized

representatives. Any other release of manifest information is considered

unauthorized and prohibited.

2.5.7. INSEL AIR will inform family members (or family friends or clergy who are

with the family) at an appropriate time, but as early as possible after being

notified, that it is critical that they contact their family dentist to obtain the dental

records and dental x-rays of their loved one. INSEL AIR will ask the family to

have the records and x-rays sent by special courier to the address of the hotel

where the joint family support operations center will be located. Packages should

be addressed to the Director, Family Support Services, and NTSB. If the family

is coming to the site the next day, the family may arrange to hand-carry these

documents. If the family is already at the 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 of survivors 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 a review of the following:

3.1.1. On board 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 by persons traveling under different names.

3.2. INSEL AIR will release, upon request, to the NTSB Family Services Director a

passenger list. This would be upon the firm understanding that the list reflects the best

available information at the time of the request, that it may have inaccuracies and it may

not be complete.

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3.2.1. All personnel involved with handling the manifest will be briefed as to the

confidential/sensitive nature of this information.

3.2.2. All appropriate manifest lists will be stamped "PRELlMINARY AND

UNCONFIRMED" with date, time and list number.

3.2.3. INSEL AIR will update the list periodically.

3.2.4. Upon request, INSEL AIR will provide to the Department of State information in

its possession about foreign passengers.

3.2.5. INSEL AIR will coordinate as necessary with the Department of Justice for

family meetings to explain Department of Justice services.

3.3. Notification Procedures

3.3.1. As soon as information becomes available on'each passenger, that passenger's

family will be notified.

3.3.1.1. Notification to family members will be made prior to release of

the passenger's name to the public and, to the extent practical, in

person.

3.3 .2. INSEL AIR personnel making the notification will be suitably trained as noted in

Paragraphs 2.4, 2.5 and 2.5.8 of this document.

3.3.3. INSEL AIR will secure a facility for family members that will insure privacy

from solicitors and the media.

3.3.4. After coordination with NTSB, INSEL AIR will provide a joint support

operations center to provide logistical support to the 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 in paragraph 2.5.7 of this document, any unauthorized release of

manifest information is prohibited.

4. Passenger Identification

4.1. Medical Examiner/Coroner

4.1.1. The medical examiner or coroner is responsible for the positive identification of

fatalities.

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

Disaster Mortuary Team Commander to provide official notification of

death to family.

4.1.1.2. For injured passengers, the hospital is responsible for status updates

and either the hospital or INSEL AIR will advise the families.

5. Family Access to the Accident Site.

5.1. The NTSB has accident site jurisdiction.

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 to be considered) of the family of a passenger

traveling to the location of the accident and provide for the physical care of the family

while the family is staying at such location.

5.3.1. For purposes of this plan, "Family" shall mean legal or common law spouse,

parents or children ofthe injured/deceased. If the 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 at accident city for a reasonable time period.

5.3.2.4. Meal voucher during hotel stay and day of travel to and from the

accident city.

6. Human Remains and Personal Effects

6.1. The medical examiner is responsible for the disposition of identifiable and unidentifiable

human remains.

6.2. INSEL AIR shall work with authorities to return identifiable personal effects to victim's

family rather than having INSEL AIR become a custodian of them; INSEL AIR and the

authorities will work together to determine disposition of unidentifiable personal effects.

6.3. Personal effects that come into the control ofINSEL AIR will be handled in the

following marmer after release from the NTSB:

6.3.1. INSEL AIR will consult with each family about the disposition of personal

effects that are in INSEL AIR's control.

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6.3.2. INSEL AIR will return to the family, if requested, any passenger's possession

that is under the control ofINSEL AIR.

6.3.3. INSEL AIR will retain for 18 months any unclaimed property ofa passenger that

is under INSEL AIR's control.

6.3.4. INSEL AIR will consult with the families about the construction by INSEL AIR

of any planned monument, including the inscription on it.

6.3.5. INSEL AIR will only be able to return personal effects that come into INSEL

AIR's control once permission of the NTSB has been obtained as the items may

have some bearing on the accident investigation. .

7. Liability for Man-Made Structures

7.1 In accordance with the 49 US.C. Section 41313(c), in the event of an accident resulting

in significant damage to man-made structures or non-government-owned property on the

ground, INSEL AIR shall promptly provide written notification directly to the 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 as the authoritative source for

coverage and compensation information; (b) to not rely on unofficial information offered

by INSEL AIR's representatives about compensation by INSEL AIR for accident-site

property damage; and (c) to obtain detailed evidence of property damage as soon as

possible following the accident, consistent with restrictions to the accident site.

8. Simultaneous Electronic Transmission of NTSB Hearings

8.1 In accordance with 49 U.S.C. Section 41313(c), in the event of an accident in which the

NTSB conducts a public hearing or comparable proceeding at a location more than eighty

(80) miles from the accident site, INSEL AIR shall ensure the proceeding is made

available simultaneously by electronic means at a location open to the public at the origin

city and destination city of the INSEL AIR flight, if that city is located in the 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 a local basis through the nonprofit

organization or these services can be brought in from another city where the

airline may have a Mental Health Professional on retainer.

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 a procedure to pay reasonable compensation to the NTSBdesignated independent non-profit organization as required by 49 U.S.C. Section

41313(C)(1l) where the nature and scope of its work and the kind of costs to be incurred

have been discussed and agreed in advance.

9.3. INSEL AIR will coordinate with family members as to their need for American Red

Cross for assistance.

9.4. INSEL AIR will participate in the daily coordination meetings to review 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 out the responsibilities

undertaken in this Plan.

11. Filing of this 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 of Transportation.

12. Revisions and Code-Share Agreements

12.1. INSEL AIR reserves the right to introduce changes to this 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 it were

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 if it voluntarily

provides assistance to U.S. citizens in the United States with respect to accidents outside

the United States not cover.ed by this plan involving loss of life.

14. Emergency Contact Information

14.1

14.2

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