# 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 21 st Century and Vision 100

- Century of

Aviation R eauthorization 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 th e services that Thomas Cook Airlines UK will be required to provide in the aftermath

of an a ircraft accident will be performed 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

- ord inated into the Thomas Cook Airlines Emergency Procedures Manual. These service provid ers are KIES (Kenyon International Emergency Services) to include on

- site s upport, specialists services, their call centre facility and CCP (Th e Centre for Crisis Psychology) who will

ensure all mental health welfare is to a h igh 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,

t o assist survivors and families in the event of an aviation di saster.

PRE

- RESPONSE PLANNING.

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 st Century (air21) as amended by Vision 1 00

- 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

fam ilies 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 responsibili ty 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 an d in conjunction with Thomas Cook Airlines UK Emergency Training.The Thomas Cook Airlines UK Family Assistance Plan incorporates the following issues

 INTERNATIONAL CALL CENTRE (TOLL FREE CALLS)

Kenyon International Emergency Services , our contr acted service provider in the USA, will activate upon our request call centres in Central America (Dominican Republic) and Europe (London) . The

number s of the se centre s will be made public through the media channels as soon as possible, after

discussion be tw een 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 ques tion will be passed to specially trained o peratives for f urther 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 crisi s period. All staff both in Keny on and Thomas Cook Airlines UK have been trained to an acceptable professional standard.

 NOTIFICATION.

As soon as knowledge of the Accident bec omes known, Thomas Cook Airlines UK will advise the NTSB and FAA the following details

-

1. Place of Accident

2. F light 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. Information updates will be made to the fami lies as and when they become known. 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 NOTIFI CATION

.

In order to determine 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:

1. On board passenger manifest

2. Standby passen gers

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 Author ities a passenger list that reflects the best available information 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 provid e official notification of the death to the family. As for injured passengers, the hospital is responsible for status updates and will liase with the UK auth orities via Thomas Cook

Airlines UK

.

 FAMILY ACCESS TO THE ACCIDENT SITE.

The Investigating Auth ority has accident

- si te 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 acciden t site shall be limited to the scope permitted by the Investigator in Charge.

 HUMAN 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. K IES will liase with this authority and the Department of Health and Human Services (DHHS), 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 trans portation of personal effects and repatriation of remains will be the respon sibility of Thomas Cook Airlines UK. KIES is contracted to fulfil this

role.

 RETURN 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 possession s 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

.

 MONUMENTS

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

Thomas Cook sponsored monument, including any inscriptions.

 NOTIC E CONCERNING LIABILITY FOR MANMADE STRUCTURES (Public Law 108

- 176, Dec 12,2003 (17) 41313(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

- owned, ThomasCook Airlines UK will 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 written notice shall advise an owner (i) to contact the insurer of the property as the authoritative source for information about coverage and compensation: (ii) to not rely on unofficial

info rmation offered by Thomas Cook Airlines UK representativ es 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 acciden t, 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 fami lies of passengers receive an appropriate level of service and assistance following an accident.

 COMPENSATION 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.

 S TAFF 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 co

opera tion with CCP and KIES , the above accident response plan was agreed with contracted ground handling agents and representatives, and has identified and fulfi lled any training required.

Thomas Cook Airli nes UK also commits to hold regular exercises in emergency management and to carry out any subsequent training or improvements recognised by such events.

 SIMULTANEOUS 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 acc ident site, Thomas C ook 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

destinat ion city of Thomas Cook Airlines UK flight if that city is located in the United State s.