Dockets - Dockets OST96-1960

U.S. Department of Transportation

400 Seventh Street, S.W., Room PL401

Washington, D.C. 20590

December 12, 2013

Thomas Cook Airlines

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SUBJECT:AMENDED FAMILY ASSISTANCEPLAN

Please find 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 as of the 12'h of December 2013. All other actions remain

unchanged.

If you have any questions you may contact the undersigned at:

Hangar One

Manchester Airport Western Maintenance area

Runger Lane

MANCHESTER

M905FL

Great Britain

S"""iV'Y

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 of the Foreign Air Carrier Family Support Act as amended by the Wendell H Ford

Aviation Investment Policy and Reform Act for the 2151 Century and Vision IOO-Century of

Aviation Reauthorization Act (P.L. 108-176.117 Stat. 2490. December 12. 2003 in conjunction

with 49 U.S.c. 41113 (b). Is to assign responsibility to the airline for ensuring that it has a

comprehensive response plan. The plan will provide guidelines and procedures to enable the

airline to act in the best interests of the families of passengers affected by any aircraft accident that

results in a major loss of life.

Many of the services that Thomas Cook Airlines UK will be required to provide in the aftermath

of an aircraft accident will be perfornled by third parties on behalf of the company. Thomas Cook

Airlines UK already contracts these service providers and their respective roles have been defined

and co-ordinated into the Thomas 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 for Crisis Psychology) who will

ensure all mental health welfare is to a high standard.

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

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

to assist survivors and families in the event of an aviation disaster.

PRE-RESPONSE PLAJ"lNING.

In accordance with the Foreign Air Carrier Family Support Act 1997.

(Codified at 49 U.S.C. 41313)("ACT") and the Wendell H Ford 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 of the families of non-revenue passengers will be the same as the treatment of

families of revenue passengers. Passengers will include staff, friends, relatives of staff and any

other victims.

B. The Thomas Cook Airlines UK Emergency Response Team has responsibility on behalf of

Thomas Cook Airlines UK to respond to the needs of survivors and families as required by the

Act.

C. Thomas Cook Airlines UK has undertaken to expand its Emergency Response Program to

enhance its response to an aviation disaster.

D. Training of Family Assistance Personnel will be conducted by approved organisations and in

conjunction with Thomas Cook Airlines UK Emergency Training.

58
The 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 in the USA, will activate

upon our request call centres in Central 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 a high likelihood of being 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 in the United States of America and

Europe. Kenyon and the authority will share caller and family information throughout the crisis period.

All staff both in Kenyon and Thomas Cook Airlines UK have been trained to an acceptable

professional standard.

• NOTIFICATION.

As soon as knowledge of the Accident becomes known, Thomas Cook Airlines UK will advise the

NTSB and FAA the following details -

I. Place of Accident

2. Flight details

3. Names and contact details of key personnel.

Thomas Cook Airlines UK via it call centres will provide timely notification to family members, of

available details of passengers aboard the aircraft. Infonnation updates will be made to the families as

and when they become knO\VTI. The initial notice to the family of a passenger, confirming that that

person was on board, will not be delayed while a complete manifest reconciliation is completed.

• PASSENGER MANIFEST, TICKET RECONCILIATION AND NOTIFICATION.

In order to detennine which passengers (whether revenue or non revenue) actually boarded the flight,

Thomas Cook Airlines UK personnel will begin to review the following, immediately after the

accident:

I. On board passenger manifest

2. Standby passengers

3. Non-revenue passengers

4. Re-routed passengers

5. Passengers who cancelled their reservations

6. Jump seat passengers

Persons travelling under different names could delay this process.

Thomas Cook Airlines UK will release upon request to the local Authorities a passenger list that

reflects the best available infonnation at the time of the request.
• PASSENGER IDENTIFICATION.

If the victim has died, the medical examiner or coroners will co-ordinate with the Disaster Mortuary

Team Commander to provide official notification of the death to the family. As for injured passengers,

the hospital is responsible for status updates and willliase with the UK authorities via Thomas 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 in travelling to the location of an accident and provide for the physical care of

the family while staying at such location. However access to the accident site shall be limited to the

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 an assessment team to the accident site. After surveying the site

the appropriate teams and equipment will be dispatched and recovery operations will begin. The

Medical Examiner (or coroner) is responsible for the disposition of human remains and property. KlES

williiase with this authority and the Department of Health and Human Services (DUUS). in managing

the recovery of remains and property. The family of each passenger will be consulted about the

disposition of any remains and personal effects. The transportation of personal effects and repatriation

of remains will be the responsibility of Thomas Cook Airlines UK. KIES is contracted to fulfil this

role.

• RETURt"1 OF POSSESSIONS.

KIES will consult with the family of each passenger concerning the return of possessions. If the 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 of Thomas Cook Airlines UK will be retained for a period of not

less than 18 months in KIES's secure facilities in Texas or London.

• MONUi\IENTS

Thomas Cook Airlines UK will consult with the family of each passenger about the construction of a

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 Cook Airlines UK gives an assurance that, in the case of an accident that results in significant

damage to a manmade structure or other property on the ground that is not government-o\\11ed, Thomas
, .

Cook Airlines UK wilt promptly provide notice, in writing, to the extent practicable. directly to the

owner of the structure or other property about liability for any property damage and means of obtaining

compensation.

(B) Minimum Contents

At a minimum, the \witten notice shall advise an Q\"ner (i) to contact the insurer of the 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 or other 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 of passengers 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 a caring and compassionate service,

they have been trained by professional parties to an acceptable standard. They are competent in

defusing and have a wide understanding of effects of trauma and post-traumatic behaviour. In cooperation 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, in the case of an accident in which the National

Transportation Safety Board conducts a public hearing or comparable proceeding at a location greater

than 80 miles from the accident site, Thomas Cook Airlines UK will ensure that the proceeding is made

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

destination city of Thomas Cook Airlines UK flight if that city is located in the United States.