EXHIBITL 

FOREIGN AIR CARRIER FAMILY SUPPORT ACT PLAN 

1. Overview 

1.1. The purpose of the Azul Linhas Aereas Brasileiras S.A. Family Assistance Plan is 

to provide company personnel with the guidelines, procedures and training that 

will enable them to act in the best interests of the families of passengers involved 

in any aircraft accident involving Azul Linhas Aereas Brasileiras S.A. aircraft and 

resulting in a major loss of life, to treat survivors and families with dignity, and to 

respect the cultural and religious backgrounds of survivors and families. 

1.2. This document is a part of a larger effort, which includes the National 

Transportation Safety Board, other government entities and appointed 

independent non-profit organizations, to assist survivors and families in the event 

of an aviation disaster. 

2. Pre-Response Planning 

2.1. In accordance with the Foreign Air Carrier Family Assistance Act of 1996 (49 

U.S.C. Section 1136 & Section 41313), as amended by Vision 100- Century of 

Aviation Reauthorization Act, Azul Linhas Aereas Brasileiras S.A. will publish 

this Family Assistance Plan and insert this plan into all appropriate Azul Linhas 

Aereas Brasileiras S.A. manuals. 

2.2. The treatment of families ofnon-revenue passengers (and any other victim ofthe 

accident) will be the same as the treatment of the families of revenue passengers. 

2.3. The Azul Linhas Aereas Brasileiras S.A. Emergency Response Team will be 

utilized to respond to likely needs of survivors and families. 

2.4. Training will be based upon employee's responsibilities and Azul Linhas Aereas 

Brasileiras S.A. will provide logistical support to the Response Team. 

2.5. Training of Family Assistance Personnel will be conducted in conjunction with 

Azul Linhas Aereas Brasileiras S.A.'s training recognizing that: 

2.5 .1. A list of trained Family Assistance Personnel will be maintained in the 

Azul Linhas Aereas Brasileiras S.A. Emergency Response Plan. 

2.5.2. Personnel who are in public contact positions need to know how to 

respond to inquiries and facilitate responses to them. 

Exhibit L-1 
2.5.3. Families may seek assistance from Azul Linhas Aereas Brasileiras S.A. at 

airports that are neither the origin nor the destination of the flight. 

2.5.4. Simulations ofthe Plan will be held annually in addition to participation in 

local disaster drills. 

2.5.5. After an aviation disaster involving a Azul Linhas Aereas Brasileiras S.A. 

aircraft, a toll-free "800" number will be published for the use of families 

to inquire about passengers. 

2.5.6. It is Azul Linhas Aereas Brasileiras S.A.'s policy that manifest 

information will only be released by the designated Azul Linhas Aereas 

Brasileiras S.A. Coordinator to the proper NTSB authorities, the director 

of family support services designated for the accident under section 

l136(a)(l), the organization designated for the accident under section 

1136(a)(2); the Azul Linhas Aereas Brasileiras S.A. NTSB Family 

Assistance Coordinator, Azul Linhas Aereas Brasileiras S.A.'s President, 

the Executive Vice President, Vice President of Flight Operations or Vice 

President of Human Resources and Administration or their authorized 

representatives. Any other release of manifest information is considered 

unauthorized and prohibited. 

2.5.7. Azul Linhas Aereas Brasileiras S.A. will inform family members (or 

family friends or clergy who are with the family) at an appropriate time, 

but as early as possible after being notified, that it is critical that they 

contact their family dentist to obtain the dental records and dental x-rays 

of their loved one. Azul Linhas Aereas Brasileiras S.A. will ask the 

family to have the records and x-rays sent by special courier to the address 

of the hotel where the joint family support operations center will be 

located. Packages should be addressed to the Director, Family Support 

Services, NTSB. If the family is coming to the site the next day, the 

family may arrange to hand-carry these documents. If the family is 

already at the accident site or arrives without making these arrangements, 

the Disaster Mortuary Team personnel will coordinate with the family's 

dentist to obtain dental records and dental x-rays. 

2.5.8. Azul Linhas Aereas Brasileiras S.A. will ensure that its employees and 

agents receive adequate training to meet the needs of survivors and family 

members following an accident. 

3. Passenger Manifest, Ticket Reconciliation and Notification 

3.1. In order to determine which passengers actually boarded the flight, Azul Linhas 

Aereas Brasileiras S.A. personnel immediately after the accident will begin a 

review ofthe following: 

Exhibit L-2 
3 .1.1. On board Passenger Manifest. 

3 .1.2. Standby passengers. 

3.1.3. Non-revenue passengers. 

3 .1.4. Re-routed passengers. 

3.1.6. Jump seat riders. 

This process could be delayed by persons traveling under different names. 

3.2. Azul Linhas Aereas Brasileiras S.A. will release, upon request, to the NTSB 

Family Services Director a passenger list. This would be upon the firm 

understanding that the list reflects the best available information at the time of the 

request, that it may have inaccuracies and it may not be complete. 

3.2.1. All personnel involved with handling the manifest will be briefed as to the 

confidential/sensitive nature of this information. 

3.2.2. All appropriate manifest lists will be stamped "PRELIMINARY AND 

UNCONFIRMED" with date, time and list number. 

3.2.3. Azul Linhas Aereas Brasileiras S.A. will update the list periodically. 

3.2.4. Upon request, Azul Linhas Aereas Brasileiras S.A. will provide to the 

Department of State information in its possession about foreign 

passengers. 

3.2.5. Azul Linhas Aereas Brasileiras S.A. will coordinate as necessary with the 

Department of Justice for family meetings to explain Department of 

Justice services. 

3.3. Notification Procedures 

3.3.1. As soon as information becomes available on each passenger, that 

passenger's family will be notified. 

3.3.1.1. Notification to family members will be made prior to release of 

the passenger's name to the public and, to the extent practical, in 

person. 

3.3.2. Azul Linhas Aereas Brasileiras S.A. personnel making the notification 

will be suitably trained as noted in Paragraphs 2.4, 2.5 and 2.5.8 of this 

document. 

Exhibit L-3 
3.3.3. Azul Linhas Aereas Brasileiras S.A. will secure a facility for family 

members that will insure privacy from solicitors and the media. 

3.3.4. After coordination with NTSB, Azul Linhas Aereas Brasileiras S.A. will 

provide a joint support operations center to provide logistical support to 

the federal staff. 

3.3.5. As appropriate, Azul Linhas Aereas Brasileiras S.A. will continually 

update the public on the progress of family notification. 

3 .4. Confidential/Sensitive Information 

3.4.1. As stated in paragraph 2.5.7 ofthis document, any unauthorized release of 

manifest information is prohibited. 

4. Passenger Identification 

4.1. Medical Examiner/Coroner 

4.1.1. The medical examiner or coroner is responsible for the positive 

identification of fatalities. 

4.1.1.1. If the victim has died, the medical examiner will coordinate with 

the Disaster Mortuary Team Commander to provide official 

notification of death to family. 

4.1.1.2. For injured passengers, the hospital is responsible for status 

updates and either the hospital or Azul Linhas Aereas Brasileiras 

S.A. will advise the families. 

5. Family Access to the Accident Site. 

5 .1. The NTSB has accident site jurisdiction. 

5 .2. Within the limits established by the authorities, Azul Linhas Aereas Brasileiras 

S.A. will respond to family requests for access to the accident scene. 

5.3. Azul Linhas Aereas Brasileiras S.A. will assist up to two members (exceptions 

would be made as individual cases and cultural differences would have to be 

considered) of the family of a passenger traveling to the location of the accident 

and provide for the physical care of the family while the family is staying at such 

location. 

5.3.1. For purposes of this plan, "Family" shall mean legal or common law 

spouse, parents or children ofthe injured/deceased. If the deceased has no 

Exhibit L-4 
Family as defined, up to two close living relatives would be considered 

"Family." 

5.3.2. Physical care. 

5.3.2.1. Transportation to and from accident city. 

5.3.2.2. Transportation to and from accident site. 

5.3.2.3. Hotel accommodations at accident city for a reasonable time 

period. 

5.3.2.4. Meal voucher during hotel stay and day of travel to and from the 

accident city. 

6. Human Remains and Personal Effects 

6.1. The medical examiner is responsible for the disposition of identifiable and 

unidentifiable human remains. 

6.2. Azul Linhas Aereas Brasileiras S.A. shall work with authorities to return 

identifiable personal effects to victim's family rather than having Azul Linhas 

Aereas Brasileiras S.A. become a custodian of them; Azul Linhas Acreas 

Brasileiras S.A. and the authorities will work together to determine disposition of 

unidentifiable personal effects. 

6.3. Personal effects that come into the control of Azul Linhas Aereas Brasileiras S.A. 

will be handled in the following manner after release from the NTSB: 

6.3.1. Azul Linhas Aereas Brasileiras S.A. will consult with each family about 

the disposition of personal effects that are in Azul Linhas Aereas 

Brasileiras S .A.'s control. 

6.3.2. Azul Linhas Aereas Brasileiras S.A. will return to the family, ifrequested, 

any passenger's possession that is under the control of Azul Linhas Aereas 

Brasileiras S.A .. 

6.3.3. Azul Linhas Aereas Brasileiras S.A. will retain for 18 months any 

unclaimed property of a passenger that is under Azul Linhas Aereas 

Brasileiras S.A.'s control. 

6.3.4. Azul Linhas Aereas Brasileiras S.A. will consult with the families about 

the construction by Azul Linhas Aereas Brasileiras S.A. of any planned 

monument, including the inscription on it. 

Exhibit L-5 
6.3.5. Azul Linhas Aereas Brasileiras S.A. will only be able to return personal 

effects that come into Azul Linhas Aereas Brasileiras S.A.'s control once 

permission of the NTSB has been obtained as the items may have some 

bearing on the accident investigation. 

7. Liability for Man-Made Structures 

7.1 In accordance with the 49 U.S.C. Section 41313(c), in the event of an accident 

resulting in significant damage to man-made structures or non-government-owned 

property on the ground, Azul Linhas Aereas Brasileiras S.A. shall promptly 

provide written notification directly to the owner of liability for any property 

damage and the means for obtaining compensation. Such notice shall advise the 

owner: (a) to contact the property insurer as the authoritative source for coverage 

and compensation information; (b) to not rely on unofficial information offered 

by Azul Linhas Aereas Brasileiras S.A.'s representatives about compensation by 

Azul Linhas Aereas Brasileiras S.A. for accident-site property damage; and (c) to 

obtain detailed evidence of property damage as soon as possible following the 

accident, consistent with restrictions to the accident site. 

8. Simultaneous Electronic Transmission of NTSB Hearings 

8.1 In accordance with 49 U.S.C. Section 41313(c), in the event of an accident in 

which the NTSB conducts a public hearing or comparable proceeding at a 

location more than eighty (80) miles from the accident site, Azul Linhas Aereas 

Brasileiras S.A. shall ensure the proceeding is made available simultaneously by 

electronic means at a location open to the public at the origin city and destination 

city of the Azul Linhas Aereas Brasileiras S.A. flight, if that city is located in the 

United States. 

9. Relationship with Designated Independent Organization 

9 .1. Azul Linhas Aereas Brasileiras S.A. will work with the independent nonprofit 

organization that is designated under 49 U.S.C. Section 1136(a)(2) to provide 

mental health and counseling services to families. 

9 .1.1. Mental health services can be coordinated on a local basis through the 

nonprofit organization or these services can be brought in from another 

city where the airline may have a Mental Health Professional on retainer. 

9.1.2. Should long-term counseling be required, Azul Linhas Aereas Brasileiras 

S.A. will coordinate with the nonprofit organization appointed by the 

NTSB, the family and the company providing the service. 

9.2. Azul Linhas Aereas Brasileiras S.A. will develop a procedure to pay reasonable 

compensation to the NTSB-designated independent non-profit organization as 

Exhibit L-6 
required by 49 U.S.C. Section 41313(C)(11) where the nature and scope of its 

work and the kind of costs to be incurred have been discussed and agreed in 

advance. 

9.3. Azul Linhas Aereas Brasileiras S.A. will coordinate with family members as to 

their need for American Red Cross. 

9.4. Azul Linhas Aereas Brasileiras S.A. will participate in the daily coordination 

meetings to review daily activities, resolve problem areas, and to synchronize 

future family support operations and activities. 

10. Filing of this document with NTSB and DOT 

10.1 In order to fulfill its obligations under this Plan, Azul Linhas Aereas Brasileiras 

S.A. may contract with third party service providers who specialize in aviation 

disaster response services. Azul Linhas Aereas Brasileiras S.A. will work with 

any such third party service providers to carry out the responsibilities undertaken 

in this Plan. 

11. Revisions and Code-Share Agreements 

11.1. Azul Linhas Aereas Brasileiras S .A. reserves the right to introduce changes to this 

plan from time to time. 

11.2. Azul Linhas Aereas Brasileiras S.A. does not presently have an approved codeshare arrangement with any United States carrier. If Azul Linhas Aereas 

Brasileiras S.A. were to enter into such an agreement and it were approved, Azul 

Linhas Aereas Brasileiras S.A. may revise this plan. 

12. Accidents Not Covered by this Plan 

12.1 Azul Linhas Aereas Brasileiras S.A. will consult with the NTSB and the 

Department of State if it voluntarily provides assistance to U.S. citizens in the 

United States with respect to accidents outside the United States not covered by 

this plan involving loss of life. 

13. Emergency Contact Information 

13.1 Azul Linhas Aereas Brasileiras S.A.'s 24-hour, 365 days a year contact is located 

in Barueri, Brazil. Any agent of the U.S. government may contact operations 

center personnel at any time by dialing . The telephone 

numbers have been submitted to the NTSB and can be used by the NTSB 24 

hours per day, seven days per week. 

Exhibit L-7 
EXHIBITM 

SUMMARY OF 14 C.F.R. 243 PROCEDURES 

(PASSENGER MANIFEST COLLECTION PROCEDURES) 

Azul Linhas Aereas Brasileiras S.A. 

Introduction 

This summary is submitted by Azul Linhas Aereas Brasileiras S.A. to the U.S. 

Department ofTransportation in accordance with 14 C.P.R. Part 243. 

Summary of Procedures 

For each covered flight segment, Azul Linhas Aereas Brasileiras S.A. shall collect, or 

cause to be collected, the full name of each passenger who is a U.S. citizen. Any U.S. citizen 

who does not provide this information will not be permitted to board. 

Azul Linhas Aereas Brasileiras S.A. will request an emergency contact telephone number 

and name from U.S. citizen passengers. As the provision of this information is voluntary, Azul 

Linhas Aereas Brasileiras S.A. will not deny boarding to any passenger who refuses to provide it. 

Azul Linhas Aereas Brasileiras S.A. shall store the information collected pursuant to the 

above procedures until passengers on the covered flight segment disembark. This information 

will be kept confidential and will not be used for purposes other than those described herein or 

disclosed to any entity except as required and permitted by law. 

In the event of an aviation disaster, Azul Linhas Aereas Brasileiras S.A. shall contact the 

Managing Director of Overseas Citizen Services, Bureau of Consular Affairs, U.S. State 

Department, by telephone. Not later than three hours after confirmation of such a disaster, Azul 

Linhas Aereas Brasileiras S.A. shall transmit to the U.S. State Department and, upon request, the 

National Transportation Safety Board, the information collected in accordance with these 

procedures. 

24 Hour Contact Information 

Azul Linhas Aereas Brasileiras S.A.'s 24-hour operations center is located in Barueri, 

Brazil. Any agent of the U.S. government may contact operations center personnel at any time 

by dialing + or via email at . 

Exhibit M-1