Airline Family Assistance Plan 

Apri123, 2012 
·•\·, 

i,' 
Docket - Dockets OST -96-1960 

U.S. Department of Transportation 

400 Seventh St. SW, Room PL-401 

Washington, D.C. 20590 

To Whom It May Concern: 

April 23, 2012 

Enclosed is the updated Alaska Airlines Family Assistance Plan as required by 

the Aviation Disaster Family Assistance Act of 1996 (49 U.SC. 1136 and 41113), 

and Public Law No. 108-176 (Vision 100-Century of Aviation Reauthorization 

Act), Section 109. 

If you have questions or require any additional information, please contact me 

TJ Banakes 

Director, Customer and Incident Response 

Alaska Airlines and Horizon Air 

B 0 X 6 8 9 0 0 S E A T T L E, W A 9 8 1 6 8 - 0 9 0 0 I 

Family Assistance Plan (rev. 4/23/12) 

ALASKA AIRLINES I HORIZON AIR FAMILY ASSISTANCE PLAN 

I. Introduction: 

Alaska Airlines, Inc. (Alaska Airlines) I Horizon Air Industries, Inc. (Horizon 

Air) submits the following document in accordance with the Aviation Disaster 

Family Assistance Act of 1996 (49 U.S.C. § 41113), as amended by the Wendell H. 

Ford Aviation Investment and Reform Act for the 21st Century and the Vision 

100-Century of Aviation Reauthorization Act. 

The purpose of Alaska Airlines' I Horizon Air's family assistance plan is to 

ensure that in the event of a major accident, the carrier is prepared to act in the 

best interests of survivors and victims' families; to treat survivors and families 

with dignity; and to respect the cultural and religious backgrounds of survivors 

and families. This plan is part of a larger effort, which includes the National 

Transportation Safety Board (NTSB), other governmental entities and other 

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

aviation disaster within the United States or U.S. territories. Alaska Airlines I 

Horizon Air recognizes that in the event of an accident or an operational 

incident, no person, including a state or political subdivision, may impede the 

ability of the NTSB, its director of family support services, or its designated 

representatives, to carry out its responsibilities under applicable law. 

II. Pre-Response Planning 

A. Resources 

1. Availability of Resources 

Both Alaska Airlines and Horizon Air are wholly owned subsidiaries of Alaska 

Air Group, Inc., and will share personnel resources for the functions outlined in 

this plan, ensuring sufficient resources to respond effectively. In the event of an 

accident involving either carrier, trained personnel from both Alaska Airlines 

and Horizon Air will be prepared to provide immediate, compassionate 

assistance to survivors and victims' families. 

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Fami·ly Assistance Plan. (t;ev. 4/23/12) 

2. Current Resource Information 

Lists of trained personnel who have volunteered to assume family assistance 

responsibilities will be maintained and regularly updated by the Alaska Airlines 

/ l{orizon Air Emergency Preparedness Departments. 

B .. Training 

1. General Training 

Alaska Airlines I Horizon Air will proyid~ ~fXl!ployees. and agents . with 

adequate training to meet the needs. of s~ryjvors . and family m,embers 

following an ac:cident. Alaska Airlines I Har~zon. Air recogniz,es. that any 

employee in a public contact position m.ay ,be ,caPed upo1,1 to r~spopd to 

inquiries and requ,ests in the eyent of an qed dent.. PlJ.blic cop tact e:p1ployees, 

including but not limited to reservations, ,C)irpqrt,: and C!irgo per~onnel,. will 

partjcipate in basic emergency response traini11g. Curriculum will include 

information on how to respond, to inquiries. and: requests from. the public, the 

media, customers, survivors, and v:ictims'. f!l;tp~liel) .. 

I : ! I 

2. Family Assistance Training 

Alaska Airlines I Horizon Air will provide comprehensive training for all 

volunteers with extensive family assistance respo~sibiliti~s .. Training will be 

. mandator)[ for .employe~s who J;lav~ volunteerep. to provide :assistance to 

survivors . and vic:tims' families., This .•.. grqup. js, referred. , to as the 

Compassionate Assist;lnce,. apd:. Reli~f: ,.;Effo;~;t;. Team . (CA~E. ,Team). 

Confidentiality issues, care and concern for the family contacted, and other 

related issues v:vill be covered in the t~aining. . ' 

3. Recurr~nt,Tr~ining . , . , <~, . •: 

Any· em.ployee with family assistance. . responsj}?ilities .. will. ~e .required to 

pa,rticipate ,in ~nnual recurrent training,, .. Classe~ will:· be scheduled 

·, ' 

periodically throughout the year or througJ.:t computer based, training. 

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4. Emergency Simulations '·· · · ' 

Alaska Airlines··/ Horizon Air will conduct periodic drills of. emergency 

response plans, including activation of the 'CARE team. Where possible, 

simulations will be held in conjunction with airport or American Red Cross 

emergency drills. Full simulations will be conducted once a year; individual 

department simulations will be conducted periodically throughout the year 

and tracked by the Emergency Preparedness Department. 

C. Coordination with· .Autftoriti~~' 

In responding to· an'~atciaerit; Alaska'Airlines l Horizon Air will coordinate 

with federali state~ and tfoeal 'authorities that J:lav'e emergency :responsibilities, 

including tHe NTSB anti ·an:t>liesrgn'ated organization, as described in the 

Avhttion Disaster Family' A~s'istance Act of 1996: With respect to aircraft 

accidents occurring outsiCie the United States involving major loss of life, 

1\lask~ Airlines /' Hori:Z:on·~; 'Air will · consulf with the NTSB and the I , 

Department' of State on) the ;provision of assistance to United ·states 'citizens 

within the United States: rJ\1aska·Aitlines· / Horiz6n'Akhave provided the 

NTSB with a telephone number to serve as a contact point within the airline 

during operating hours. ·'\:. :1 , .. 

• '1 I 

Both Alaska Airlines -·arret H6rizon Air currently have active~ unpublished: toll 

'.free telEhphohe mimbers';1' Tnese numbers· are reserved exclusively 'for use in 

the event1

0fan actident'andwil1 be'pubikizedas appropriate. -

t } • ' ' •• ' t' l 1 ~ j • •• ) ,, 1 

E. Unauthorized Release of Man'tfest I:Mbrmation PrOhibited · "1··' ·-- · :; 

Internal policies at both Alaska Airlines and Horizon Air strictly prohibit the 

release of unauthorized manifest information in the evenfof an-emergency; . . .· . . ,. ,. . 

Upon ·red~iving notifiditi'on~ of ·an- incident or accident, access· to computer 

·'pa:s·sengef< li~tS'· will'T,~1 restricted ·to prevent any' unauthorized use in 

accordance with conipariy ·procedures. 

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IlL Passenger Manifest, Ti~ket Reconcili~tionand Notificatjon' 

A. Family Assistance Team Mobilization 

Upon notification from System Operationa1 Control (SOC) at either, Alaska 

Airlines or. Horizon Air of an accident, .the Emergen<;y Preparedness 

Department will mobilize the.CARE Team Cjl,Ccording to comp•;my emer,gency 

response procedures. 

B. Manifest Access Inhibited 

Access to the passenger name list (PNL) will be restricted by Central 

Reservations Control (CRC). Immediately after th,e ac<;id~nt lil.O.t,i£icatiqn, the 

process of determining which passengers·::a~tuaJly boa~d,eq the fligl:tt ·Will 

begin. . , , " :,,;. , , 

C. Verification/Ticket Recondliation :i , ;' 

Immediately after the accident notifica~ion, a ,pr~UJ;Uin<l~Y PNL will be printed 

by CRC. . CRC will then contact, t:he departur~:stapon(s) l?y te~ephone to 

confirm PNL information using.aUdpcumentstJ:wtare contained in the Flight 

Revenue, Envelope. • Copies of flight, couppns, (j£ any) from boarding stations . I :. 

will also be sent via fa<;simil~ to CRC. The· pr;oc~s;-5 of. ,confirmation and 

noti,fication.will be the. same for all passenger~;.to include.pass~:Q.gers with 

reservations, · standby .. passengers, 1 non~reye:nue. . passenger~, . re~routed 

pas~enger,s qnd tcrew members. ..,,._,.1., '.·;i; 

. ( i. 

D.: Rel~ase o£ :Manjfest IJ;\{orm,ation to. NTSB •' . , 1 r' ;. 

On request from the NTSB, Alaska _Airlil)~s c/_.Hpri;zon Air wilt generate a 

PNLroanifeE?tJo,the NTSB Deputy Pirector,pfJlawHySp.pport Services . .The 

list :will be, cleared .by the air CCl.rrier:s CEQ OJ:' ,Q,esignee and r~leased to the 

NTSB by the company's Corporate Communications d~pq,r,tn:),~nt. Th~ list 

will be marked and identified as "Preliminary - not for public dissemination." 

The PNL. will, pe. updated as . confirmatjons. oc:;c:ur, . and updates :will be 

provided periodically to the NTSB through tl:t~ ~ompany' s Public Information 

Officer or his/her designee. A final, verif~ed PN;L Manifest ~ill be prodpced 

l?y CRC as early_ as one hour but no later th;:m three hours after the ev~nt has 

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occurred. All p·er~sormel i'hvo·lved i'n the gathering·'ahd dissemination of PNL 

information to the NTSB will be aware of its confidential and sensitive nature. 

K Joint:FamilySupport OperationS~ Center , 

Alaska Airlines/ Horizon Air will make provisions for a joint family support 

operations center to include space,, communication and logistical support for 

a federal staff of at least twelve personnel. 

F. Notification of Next-of-Kin 

,· I i < I ., ' I ~ ~ ' : 

1. Notification Prbcedures . . , :: · r. ·: 

. · ·Alaska has cohtracted , 'With:. Empathia, which has experience in providing 

aviation disaster preparedness and response services to several regional, 

domestic and foreign air carriers, to provide notification to families of 

confirmed passengers on board the aircraft as (soon as possible and berore 

identity of pass~rigers ate teleased publicly. Empathia will work from the 

unconfirmed/ lprelirhirtary' FNL/' updating the list from infoFrriatiori gathered 

by Alaska· :A'.irHhes 1 · WdiiZJ(hi'·; AiT ; from ·calls t0 the · ton.:. free number, code 

share ·parfners, ·mileage•:pl'ari'·d~ta base; '.friends, 'family, and other 'pertinent 

•sources.' Where practlcabl~,· notifications wilt 'be given in person. As 

notifica:ticm ·is fuade, families 'Will be 6££ered the· assistance of the"Arrierican 

· Red Cross (designatedrrirtdependent organization) 'and will be assigned at 

least one CARE team member. On-site notification will be dotre in private, 

away from media or public view, and access to phones will be provided to all 

family members upon notification;· NotificatioRtothe next-of-Kitt· will be done 

by trained persorinef asJso6n:·as it becomes appareht that-the pa:s$enger was 

; aboard the aircraft. .Releci~e to the public or 'media of an}r'nafue confirmed 

ffoni the list' V\Ti1Pdccut' ohly after' the ·PNL is cohfirmed and the next-of-kin 

• has beeri notified.' · : · ~ r:.. ·; ~ .r . ,: , . f, ·; 

' • ' • •• ~ ; 1,-·. ; ) )'•. 

2. · Preliminary Manifest Information May Be Used for Initial Notification· 

Upon request' of a passenger's' lfamily, Empathia representatives will advise 

whether the passenger's na:me·appeared on the preliminary PNL for the flight 

involved in the accidentitJpd~ted information ·will 'be gNen to the family 

when the PNL is verified. 

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3. Notification to Families of Foreign National~, 

Notification of families of foreign nationals may also involve the Department 

of State (DOS). Alaska Airlines / Horizon Air, with the assistance of 

Emp~thia, will. provide a list. to the DOS of, all passengers believ~d to be 

foreign nationals .. If applicabl~, nptification of {()reign nationals' next-of-kin 

will proceed qccording to the direction o.f the DOS .. ,. 

IV. Passenger Identification 

A. DHHS Oversees Passenger Identifiq.tion . , . · ' · : · 

The Department of H~alth and f:Iuman Servic,e,s .(DHJ-IS) .qverse~s pas~~nger 

identification .. 

B. Medical Examiner or Coroner Responsible for Positive Identification . 

The Medical Examiner or Coroner is .responsible fpr the positive identification 

of fatalities. Official notification . of death, tp: .a family member .will be 

· coordinated by the medical examiner qr ~orqner;with the disaster mQrtuary 

team commander (the disaster mortua,ry tean;t. i$ 1(} vohmtary team staffed by 

various non-airline health and medical personnel).; • > :) 

C. Information Regarding Injured Passenger!;' . 

For injured pa~sengers,. the hospital is re~pq~si~le, for status ~pdates, and 

either the hospital or the air; line will acivise the f:amilies. . , 

D. · CoQr~ination. :with Medical Facilities and. wi;th,thE! .A.merican Red Cross . 

A1-':ewr~s~;ntativefron1.the airlit).e.wj,ll;be a~~ig:n.ed.to each area medical facility 

where survivors are b~jng treated. The r~p~esevtative w~l.l establish a joint 

. ,liais.on with the Ameri<.:fan ,Red Cross (ARC) atJh~ medical facility .• , 

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V. Family Access to the AccidertfSite 

A. Site Juris diction 

1. NTSB Has Full Accident Site Jurisdiction within the United States 

Alaska Airlines I HoriZ'0n· ;Air recognizes that the NTSB has accident site 

jurisdiction for any accident Occurring within ·u.s. territory or international 

waters. 

2. Foreign Government Has Site Jurisdiction outside of the United States 

Alaska Airlines I Horizon Air recognizes that for accidents occurring outside 

of U.S. territory or international waters, the government of the country in 

which the' atdd~M dcculrfed will liav'e site jurisdiction. The extent of NTSB 

involvement will be determined by the foreign government. 

B. Access to Site · .. · :· ·,' r' ~~ '? • • ' , • · 

Alaskci Airlines'/ He>i:izori! Air' will assist the family of a passenger traveling 

to the location of the accilient'and provide for the physical care ·of the family 

while the family is ·stayin~faFsuch location~ The airlines will acc·ommodate 

' ' family requests for ac~ss: to the' 'atcident' site within the parameters 

established by the NTSB-.' < · r ' '··· · 

C. Family Support and Services at Site · ' 1 :: · < .; 

Transportation~ housin~/fu~als and incidental' costs .for the physical tare of 

survivors and families' 1

will 'b~ 'arranged' thrmfgh establishe& support teams. 

A CARE team member will be assigned to each family to meet family 

members as they·arrive;l~r~vide stip}J0'rt while· at th({iriddrents4tehmd assist 

'family members as· 'they -depart. · Tlie ·cARE· team membe'r·i·wm rnaintain 

contact 'With the farriily' iliS''iieeded after the sHe visit ·''A CARE team member 

will also be' assigned to1 thOse" iinm'ediate family members Who do not travel 

to the incident site. 

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VI. Human Remains and Personal Effects · 

A. Disposition of Remains 

The Medical Examiner or Coroner will be r~sponsible for the disposjtion of 

identifiable and unidentifiable human remains.: , f -· \ 

' ' . ~· 

B. Disposition of Personal Effects ,,1· 

1. Personal Effects To Be Handled by Authofiti~s.Qr;~Q.ntr~ctO,Ji,~r . . 

Any identifiable personal effects in the: po.ss~ssiQl(l ot ,the M~dical E)<aminer, 

Coroner, National Transportation Saf~ty Bo<itr4:~11 other aut]lpriaes .E?h,cmlcl be 

returned directly to .the passenger's .family., :·M9~ever, .if per,sq11al, effects 

come into Alaska Airlines' / Horizon Air's control, the carrier will designate 

a contractor to assist in the disposition of th~ . effect~( , . in<;:lqding i . . 

decontamination services as needed~ 

fl,. 

2. Families Will Be Consulted Regarding Di~H).O~iti~m of ~ff,ect~ 

In cooperation with the airline the contractor will consult with each family 

about the disposition of eff~cts and, as.req1J.e~t~ct,nwill:arran;ge.f()r the retu;rn 

of the items. 1 ;•· .• " 

3. Storage ·Of Personal Effects (PE) .:I 

Unclaimed items will be inventoried and retained by the contractor for a 

minimum of 18 months. Unclaimed PE inventory will be. COtpn:lUil;icated 

frequently to surviving family members for claim, as inventory changes or on 

demand. After that point, all· unclAiJ.1;led,itemcy<wiJl be .. prop,er,~y c;J;estroyed in ' ' ' 

the presence .of at least o~~ designated; . .J\la:l1l>f\·· Ajrlines, k· Horizon,. Air 

representative· and ,q. representative of the CQJ;1.t:r~cs:t9r. :·.· .· I ' ·:''1.,1:.<!; 

' ·. '. ~ I •' ' ; ·. ' "'f . . ~ ' I 

C; Families Will Be: Consulted Regarding Any:l\1o11p.ment . ·:r• 

Alaska Airlines / Horizon . Air will cpns;t;tJt ;\N"jth the families prjo~ to 

construction of any airline-sponsored mon'4m!=lnt( jncludi.ng any;inscription. 

1: ' l ·' , I 

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VII. Relationship with Designated Ind"ependent Organization 

A. Designated Independent Organization to Assist with Mental Health Care 

Alaska Airlines / Horizon Air ·will·work with the American Red Cross, the 

designated independent organization as described in §§49 U.S.C. 1136 & 

41113, to provide short-term mental health services to survivors and to 

families of accident victims. 

B. Compensation to DesigfiatNl htdependent Organization 

If the American Red CrosS' provides on-site assistance, an Alaska Airlines/ 

Ho:.dzon Ait repr'esentati've will consult with the agency as· costs are incurred 

in order to ensure that t'e'asonable compensation can be determined and paid. 

B. Continuing Support :. ;· 

Alaska Airlines / Horizon Air will work with Empathia to ensure that all 

passengers or families of passengers receive any ongoing services and 

assistance that may be needed by them.' "' . 

VIII. Coordination with the·Oep~rtment of Justice. 

If the airline disaster is officially declared a criminal act, Alaska Airlines I 

Horizon Air will coordinate, as necessary, with the Department of Justice in 

arranging for family meetings to explain Department of Justice Services. · 

IX. Ground Damage i. 

',, 

A. Notification to Property Owners Regarding Ground Damage:· 

. In the event of an accident that iiwolves signifiCant ground damage to nongovernmental property, Alaska·· Airlines I Horizo:Q. Air ·Will.notify the owner 

of the property about liability for any property damage and the means for 

obtaining compensation{'' ThiEPwritten 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 

air carrier's representative about compensation; and (3) to obtain 

photographic or other detailed evidence about property damage as soon as 

practicable. 

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Family Assistance Plan (rev. 4/23/12) 

B. Ground Casualties 

All ground casualties are the responsibility of the airline and will be treated 

in the same manner as the aircraft passengers. 

X. Electronic Transmission of Public Hearing 

In the event that the NTSB conducts a public accident hearing at a location that is 

more than eighty miles from the accident site, Alaska Airlines/ Horizon Air will 

ensure that the hearing will be available electronically live at the origin city and 

destination city of the accident aircraft's flight, if that city is in the United States. 

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