Jet2.com Family Assistance Plan

JET2.COM

FAMILY ASSISTANCE PLAN

APRIL 2014

This Family Assistance Plan is submitted in compliance with the Vision 100-Century of Aviation 

Reauthorization Act. In this plan, Jet2.com uses the organized procedures that have been put into 

place to best meet the needs of customers and families as outlined in the Vision 100 Century of 

Aviation Reauthorization Act.

Jet2.com’s plan to assist those affected by an aviation disaster is part of a larger organized effort, 

which includes the National Transportation Safety Board and many other government agencies to 

provide the highest level of support to survivors and family members.

1. After an aviation disaster involving a Jet2.com aircraft, Jet2.com will publicize a reliable, 

toll-free telephone number, and will provide staff to handle calls from the families of the 

passengers. Jet2.com has contracted with Kenyon International Emergency Services, Inc. 

to provide services in support of Call Center requirements.

a) Jet2.com will immediately notify the Kenyon Call Center when an accident has 

occurred.

b) The Kenyon Call Center will activate a toll-free telephone number (which has been 

reserved and is ready for activation) that has been designated specifically for public 

inquiries regarding the accident.

c) Upon activation, the Kenyon Call Center will:

1) Advise call center personnel that the toll-free number has been activated and to 

prepare to begin answering telephone calls.

2) Advise Jet2.com the toll-free number has been activated and is ready for 

publication to the media.

2. Jet2.com 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. Section 1136(a)(2) or the services of other suitably trained 

individuals under Vision 100- Century of Aviation Reauthorization Act (P.L. 108-176, 117 

Stat. 2490). Jet2.com has contracted with Kenyon International Emergency Services, Inc. 

to provide services in support of notification requirements.

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. 

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Jet2.com Family Assistance Plan

b) Sources of information team members may use to obtain family member contact 

information include:

1) Travel agency phone numbers

2) Inbound phone calls

3) Passport information

3. Jet2.com will provide notification to the family of a passenger as soon as Jet2.com 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. Jet2.com will provide to the Office of Transportation Disaster Assistance designated for 

the accident under 49 U.S.C. Section 1136(a)(1) and to the organization designated for the 

accident under 49 U.S.C. Section 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. This list will also be marked “Not for Public Release.”

5. Jet2.com will consult with the family of each passenger regarding the disposition of all 

remains and personal effects of the passenger within the control of Jet2.com. Jet2.com has 

contracted with Kenyon International Emergency Services, Inc. to provide services in 

support of all human remains and personal effects issues.

6. If requested by the family of a passenger, Jet2.com will return any possession of the 

passenger, within the control of Jet2.com, to the family unless the possession is needed for 

the accident investigation or any criminal investigation. Jet2.com has contracted with 

Kenyon International Emergency Services, Inc. to provide services in support of all 

personal effects issues.

7. Jet2.com will retain any unclaimed possession of a passenger, within the control of 

Jet2.com, for at least 18 months. Jet2.com has contracted with Kenyon International 

Emergency Services, Inc. to provide services in support of all personal effects issues.

8. Jet2.com will consult with the family of each passenger about construction by Jet2.com 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 the same as the treatment of the families of revenue passengers.

10. Jet2.com will work with any organization designated under 49 U.S.C. Section 1136(a)(2) 

on an ongoing basis to ensure that families of passengers receive an appropriate level of 

services and assistance following an accident.

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Jet2.com Family Assistance Plan

11. Jet2.com will provide reasonable compensation to any organization designated under 49 

U.S.C. Section 1136(a)(2) for services provided to or on behalf of Jet2.com by that 

organization.

12. Jet2.com will assist the family of a passenger 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. Jet2.com will commit sufficient resources to carry out our Family Assistance Plan. 

14. Upon request of the family of a passenger, Jet2.com 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. Jet2.com will provide adequate training to the employees and agents of Jet2.com to meet 

the needs of survivors and family members following an accident. 

16. In the event that Jet2.com 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, Jet2.com will consult with the National Transportation Safety Board and the 

Department of State on the provision of the assistance.

17. In the event that Jet2.com is involved in an accident that results in significant damage to a 

man-made structure of other property on the ground Jet2.com will promptly provide notice, 

in writing to the owner of the structure or other property about liability for any property 

damage and means for obtaining compensation. The written notice shall advise an owner 

to contact the insurer of the property as the authoritative source for information about 

coverage and compensation. Do not rely on unofficial information offered by foreign air 

carrier representative about compensation by the foreign air carrier for accident site 

property damage. Obtain photographic or other detailed evidence of property damage as 

soon as possible after the accident, consistent with restriction on access to the accident site.

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Jet2.com Family Assistance Plan

18. In the event an accident occurs involving Jet2.com and which the NTSB conducts a public

hearing or comparable proceeding at a location greater that 80 miles from the accident site, 

Jet2.com will ensure that proceedings will be available simultaneously by electronic means 

at a location open to the public at both the origin city and destination city of the Jet2.com

flight if both are located in the United States.

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