## Champlain Enterprises, Inc., d/b/a CommutAir, d/b/a United Express **Family Assistance Plan** March 20, 2014

Pursuant to the Aviation Disaster Family Assistance Act of 1996, formerly the Wendell H. Ford Aviation Investment and Reform Act for the 21st Century, please find attached the Champlain Enterprises, Inc. amended Family Assistance Plan. Through contractual agreement, Champlain Enterprises, Inc., d/b/a CommutAir, d/b/a United Express, will utilize the United Airlines, Inc. Family Assistance Plan. Respectfully submitted,



### John	F.	Darke Director of Safety

**Operated by**

**CommutAir** 24950 Country Club Blvd. Suite 300 North Olmsted, Ohio 44070

## CommutAir Memorandum of Understanding with United Airlines

CommutAir, operating regional flights as a United Express carrier for United Airlines puts forth the following document as a Memorandum of Understanding regarding the organization of a combined Emergency

Response to an aircraft accident. CommutAir, as a separate aircraft operating certificate hol der, with a separate hull insurance policy has the ultimate responsibility for ensuring that it’s Emergency Response Plan (in coordination with United Airlines) addresses all 32 Airline Victim Support Tasks listed in the United States Federal Family Assistance Plan for Aviation Disasters. Specifically, CommutAir agrees to staffing teams for the Accident Investigation, Crew Family Assistance, as well as Media press releases and press conferences, and financial pay ments to family members, as well as Emergency Response related costs from United Airlines. CommutAir has also selected its Personal Effects vendor and its Funeral Services vendor. United Airlines agrees to publishing and staffing toll free friends and family telephone numbers, staffing teams related to Passenger Family Assistance, including verifying the Passenger Manifest, launching a Go Team to the accident city with Special Assistance Team members onboard, and staffing the Family Assistance Center. United Airlines agrees to use the Personal Eff ects and Funeral Services vendors that CommutAir has pre

- selected. Coordination items between CommutAir and United Airlines will include, initial activation of both airlines Emergency

Operations Centers (EOC) for early response coordination, deploy ment of Go Teams, and a senior member of both CommutAir and United Airlines onsite, staffing the Joint Family

Support Operations Center, located at the Family Assistance Center, to make joint decisions regarding family assistance, including coordination of policie s regarding family members.**UNITED AIRLINES, INC.**
**FAMILY ASSISTANCE PLAN**
**NOVEMBER 2013** This Family Assistance Plan is submitted in compliance with the Aviation Disaster Family Assistance Act of 1996, the Wendell H. Ford Aviation Investment and Re form Act for the 21 st Century, and the Vision IOO

- Century of Aviation Reauthorization Act to identify the Family Assistance Plan established for use by United Airlines, Inc. and its wholly

- owned subsidiaries, Continental Micronesia, Inc. and Air Micronesia, Inc. (collectively, "United"). In this plan, United uses the organized procedures that have been put into place to best meet the needs of customers and families as outlined in the above

- referenced legislation. United's plan to assist those affe cted by an aviation disaster is part of a larger organized effort that includes the National Transportation Safety Board and many other government agencies to provide the highest level of support to survivors and family members. In addition, with respect t o certain airlines operating as United Express carriers, United has been contracted to activate its Family Assistance Plan. United's Family Assistance Plan may also be implemented upon request from a Star Alliance Partner involved in an accident on a fligh t to or from the United States or U.S. territories. An up

- to

- date list of United Express carriers and United's Star Alliance Partners is available at: www.united.com

.

**United**
**- Family Assistance Plan**  1. After an aviation disaster covered by United's Family Assistance Plan, United will publicize a reliable, toll

- free telephone number, and will provide staff to handle calls from the families of the passengers. a) United's Customer Contact Center will be immediately notified by the Network Operations Center when an accident has occurred. b) The Customer Contact Center will activate a toll

- free telephone number which has been designated specifically for public inquiries regarding the accident. c) Upon activation , the Customer Contact Center will: I) Advise Customer Contact personnel that the toll

- free number has been activated and to prepare to begin answering telephone calls. 2) Advise Corporate Communications the toll

- free number has been activated and is ready for publication to the media. 2. United will notify the 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. S 1136(a)(2) or the services of other suitably trained individuals.a) As each name on the manifest is verified, the passenger's name will be assigned to a trained

Team Member who is responsible for notifying the family. b) Team Members may use various sources of information, including the following, to obtain family member contact information: I) Phone numbers in the reservation 2) Travel Agency phone numbers 3) Frequent Flyer account information 4) Inbound phone calls 5) Passport information 3. Notification to the family of a passenger will be provided by United as soon as United has verified that the passenger was aboard the aircraft (whether or not the names of all the passengers have been verified) and, to the extent practicable, in person

. 4. United will provide to the director of family support services designated for the accident under 49 U.S.C. S 1136(a)(l) and to the organization designated for the accident under 49 U.S.C. S 1136(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. 5. United will consult with the family of each passenger regarding the disposition of all remains and personal effects of the passenger within the control of United. 6. If requested by the family of a passenger, United will return any possession (regardless of its condition) of the passenger, within the control of United, to the family unless the possession is needed for the accident investigation or any criminal investigation. 7. Any unclaimed possession of a passenger, within the control of United, will be retained by United for at least 18 months. 8. United w ill consult with the family of each passenger about construction by United 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 t he same as the treatment of the families of revenue passengers. 10. United will work with any organization designated under 49 U.S.C. ~ 1136(a)(2) on an ongoing basis to ensure that families of passengers receive an appropriate level of services and assistance following an accident.11. United will provide reasonable compensation to any organization designated under 49 U.S.C. ~

1136(a)(2) for services provided to or on behalf of United by the organization. 12. United will assist the family of a passen ger 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. United will commit sufficient resources to carry out its Family Assistance Plan. 14. Upon request of the fami ly of a passenger, United will inform the family of whether the passenger's name appeared on a preliminary passenger manifest for the flight involved in the accident whether or not the name of that person has been verified. 15. United has and will continue to provide adequate training to the employees and agents of United to meet the needs of survivors and family members following an accident. 16. In the event that United volunteers assistance to United States citizens within the United States with respect to an aircraft accident outside the United States involving major loss of life, United will consult with the National Transportation Safety Board and the Department of State on the provision of the assistance. 17. In the case of an accident that results in significant damage to a man

- made structure or other property on the ground that is not government owned, United will promptly provide property about liability for any property damage and means for obtaining compensation. Such written notice will advise an owner: (a) To contact the insurer of the property as the authoritative source for information about coverage and compensation; (b) Not to rely on unofficial information offered by United representatives about compensation by United for accident

- site prope rty damage; and (c) To obtain photographic or other detailed evidence of property damage as soon as possible after the accident, consistent with restrictions on access to the accident site.
1 8. In the case of an accident in which the National Transportatio n Safety Board conducts a public hearing or comparable proceeding at a location greater than 80 miles from the accident site, United will ensure that the proceeding is made available simultaneously by electronic means at a location open to the public at bo th the origin city and destination city of the flight if that city is located in the United States.