### Dockets - Dockets OST96-1960

U.S.Department of Transportation 400 Seventh Street, S.W., Room PL401 Washington, D.C.20590 December 12, 2013 

# Thomas CookAirlines

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### SUBJECT:AMENDED FAMILYASSISTANCEPLAN
Pleasefind attached our amended plan to address the needs of families of passengers involved in aircraft accidents. This submission of an amended plan responds to 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. Changes, please be advised that our contracted third party agents have changed to Kenyon International Emergency Services asof the 12'hof December 2013. All other actions remain unchanged. Ifyou have any questions you may contact the undersigned at: Hangar One Manchester Airport Western Maintenance area Runger Lane MANCHESTER M905FL Great Britain 

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Richard Elson Safety 

### & Contingency Manager

Thomas Cook Airlines Hangar 1 Western Maintenance Area Runger lane Manchester Airport M90SFl 

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# Thomas Cook Airlines UK FAMILY ASSISTANCE PLAN.

OVERVIEW. The purpose ofthe Foreign Air Carrier Family Support Act as amended by the Wendell H Ford Aviation Investment Policy and Reform Act forthe 2151 Century and Vision IOO-Century of Aviation Reauthorization Act (P.L. 108-176.117 Stat. 2490. December 12. 2003 inconjunction with 49 U.S.c. 41113 (b). Is to assign responsibility tothe airline for ensuring that ithas a comprehensive response plan. The plan will provide guidelines and procedures to enable the airline to act inthe best interests ofthe families ofpassengers affected by any aircraft accident that results inamajor loss oflife. Many ofthe services thatThomas Cook Airlines UK will be required toprovide in the aftermath ofan aircraft accident will be perfornled by third parties onbehalf ofthe company. Thomas Cook Airlines UK already contracts these service providers and their respective roles have been defined and co-ordinated into theThomas Cook Airlines Emergency Procedures Manual. These service providers are KIES (Kenyon International Emergency Services) to include on-site support, specialists services, their call centre facility and CCP (The Centre forCrisis Psychology) who will ensure all mental health welfare isto ahigh standard. This document ispart ofalarger effort, which includes theNational Transportation Safety Board, other government entities and appointed independent non-profit Organisations, to assist survivors and families inthe event ofan aviation disaster.

PRE-RESPONSE PLAJ"lNING.

Inaccordance with the Foreign Air Carrier Family Support Act 1997. (Codified at49 U.S.C. 41313)("ACT") and the Wendell HFord Aviation Investment Policy and Reform Act for the 21" Century (air21) as amended by Vision 100-Centuryof Aviation Reauthorisation Act (P.L. 108-176,117 Stat. 2490 and 49 U.S.c. 4113(b). Thomas Cook Airlines UK submits this "Family Assistance Plan". A. The treatment ofthe families ofnon-revenue passengers will be the same as the treatment of families ofrevenue passengers. Passengers will include staff, friends, relatives ofstaff and any other victims. B. The Thomas Cook Airlines UK Emergency Response Team has responsibility on behalf of Thomas Cook Airlines UK torespond to the needs ofsurvivors and families as required by the Act. C. Thomas Cook Airlines UK has undertaken toexpand its Emergency Response Program to enhance itsresponse to an aviation disaster. D. Training ofFamily Assistance Personnel will be conducted by approved organisations and in conjunction with Thomas Cook Airlines UK Emergency Training. 

# 58The Thomas Cook Airlines UK Family Assistance Plan incorporates the following issues

• L'I'TERNATIONAL CALL CENTRE (TOLL FREE CALLS) Kenyon International Emergency Services, our contracted service provider inthe USA, will activate upon our request call centres inCentral America (Dominican Republic) and Europe (London). The numbers of these centres will be made public through the media channels as soon as possible, after discussion between Kenyon International Call Centre and Thomas Cook Airlines UK. The call centres will record and filter all incoming calls. Those with ahigh likelihood ofbeing associated with any person on the flight in question \vill be passed to specially trained operatives for further and deeper conversation. A separate toll free number will be publicised inthe United States ofAmerica and Europe. Kenyon and the authority will share caller and family information throughout the crisis period. All staff both inKenyon and Thomas Cook Airlines UK have been trained to an acceptable professional standard.

• NOTIFICATION. As soon as knowledge ofthe Accident becomes known, Thomas Cook Airlines UK will advise the NTSB and FAA the following details

- I. Place ofAccident 2. Flight details 3. Names and contact details ofkey personnel. Thomas Cook Airlines UK via itcall centres will provide timely notification to family members, of available details ofpassengers aboard the aircraft. Infonnation updates will be made tothe families as and when they become knO\VTI.The initial notice tothe family of apassenger, confirming thatthat person was on board, will not be delayed while acomplete manifest reconciliation iscompleted.

• PASSENGER MANIFEST, TICKET RECONCILIATION AND NOTIFICATION. Inorder to detennine which passengers (whether revenue ornon revenue) actually boarded the flight, Thomas Cook Airlines UK personnel will begin toreview the following, immediately after the accident: I. Onboard passenger manifest 2. Standby passengers 3. Non-revenue passengers 4. Re-routed passengers 5. Passengers who cancelled theirreservations 6. Jump seat passengers Persons travelling underdifferent names could delay thisprocess. Thomas Cook Airlines UK will release upon request to the local Authorities apassenger list that reflects the best available infonnation at the time ofthe request.• PASSENGER IDENTIFICATION. Ifthe victim has died, the medical examiner or coroners will co-ordinate with the Disaster Mortuary Team Commander toprovide official notification of the death tothe family. As for injured passengers, the hospital isresponsible for status updates and willliase with the UK authorities viaThomas Cook Airlines UK.

• FMIlLY ACCESS TO TIlE ACCIDENT SITE. The Investigating Authority has accident-site jurisdiction. Thomas Cook Airlines UK will assist the family of any passenger intravelling to the location of anaccident and provide forthe physical care of the family while staying atsuch location. However access tothe accident site shall be limited tothe scope permitted by the Investigator in Charge.

• UUMAN REMAINS AND PERSONAL EFFECTS. Our retained service provider Kenyon International Emergency Services (KIES) will be activated upon request. They will immediately send anassessment team tothe accident site. After surveying the site the appropriate teams and equipment will be dispatched and recovery operations will begin. The Medical Examiner (or coroner) isresponsible forthe disposition ofhuman remains and property. KlES williiase with this authority and the Department ofHealth and Human Services (DUUS). inmanaging the recovery ofremains and property. The family ofeach passenger will be consulted about the disposition of any remains and personal effects. The transportation of personal effects and repatriation ofremains will be the responsibility ofThomas Cook Airlines UK. KIES iscontracted to fulfil this role.

• RETURt"1 OF POSSESSIONS. KIES will consult with the family ofeach passenger concerning the return ofpossessions. Ifthe family so requests the return of possessions, this will be honoured, unless the possessions are required for accident investigation purposes. All unclaimed possessions in control ofThomas Cook Airlines UK will be retained foraperiod ofnot less than 18months inKIES's secure facilities inTexas or London.

• MONUi\IENTS Thomas Cook Airlines UK will consult with the family ofeach passenger about the construction ofa Thomas Cook sponsored monument, including any inscriptions.

• NOTICE CONCERNING LIABILITY FOR MANi\lADE STRUCTURES (Public Law 108- 176, Dec 12,2003 (17) 413 13(c) 49 USC (A) General 

### Thomas CookAirlines UKgives anassurancethat,inthecaseofanaccident thatresultsinsignificant damage to amanmade structure orother property on the ground that is not government-o\\11ed, Thomas, 

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Cook Airlines UK wilt promptly provide notice, in writing, to the extent practicable. directly to the owner of the structure orother property about liability forany property damage and means of obtaining compensation. (B) Minimum Contents At aminimum, the \witten notice shall advise an Q\"ner(i) to contact the insurer ofthe property as the authoritative source for information about coverage and compensation: (ii) to not rely on unofficial information offered by Thomas Cook Airlines UK representatives about compensation by Thomas Cook Airlines UK for accident-site property damage: and (iii) to obtain photographic orother detailed evidence of property damage as soon as possible after the accident, consistent with restrictions on access to the accident site.

• ASSISTANCE TO THE FAMILIES OF PASSENGERS, Thomas Cook Airlines UK will co-ordinate and work with any organisation designated under section 1136(a)(2) on an ongoing basis to ensure that families ofpassengers receive an appropriate level of service and assistance following an accident.

• CO;\IPENSATION TO SERVICE PROVIDERS, Thomas Cook Airlines UK undertakes to provide reasonable compensation to any organisation designated under section 1136(a)(2) for services and assistance that are provided.

• RESOURCES Thomas Cook Airlines UK undertakes to commit sufficient resources to carry out this plan and has adequate insurance and capital reserve to meet the costs incurred by its implementation.

• STAFF TRAINING To enable Thomas Cook Airlines UK support teams to provide acaring and compassionate service, they have been trained by professional parties to an acceptable standard. They are competent in defusing and have awide understanding of effects of trauma and post-traumatic behaviour. Incooperation with CCP and KIES, the above accident response plan was agreed with contracted ground handling agents and representatives, and has identified and fulfilled any training required.
Thomas Cook Airlines UK.also commits to hold regular exercises in emergency management and to carry out any subsequent training or improvements recognised by such events.

• SIMULTAl"'EOUS ELECTRONIC TRANSMISSION OF NTSB HEARING (Public Law 108-176, Dec 12,2003 (18) 41313(c) 49 USC, Thomas Cook Airlines UK gives an assurance that, inthe case of anaccident in which the National Transportation Safety Board conducts apublic hearing orcomparable proceeding atalocation greater than 80 miles from the accident site, Thomas Cook Airlines UK will ensure that the proceeding ismade available simultaneously by electronic means atalocation open to the public atboth the origin city and destination city ofThomas Cook Airlines UK flight ifthat city islocated inthe United States.