LAW OFFICES 

May 16,201 1 

Docket Operations 

Office of Information Services 

U.S. Department of Transportation 

1200 New Jersey Avenue, S.E. 

Washington, D.C. 20590 

Re: Family Assistance Plan of Papillon Airways, Inc. 

Docket DOT-OST- 1996- 1960 

On behalf of Papillon Airways, Inc., we are submitting a Family Assistance Plan 

as required by 49 USC 41 113. This plan is submitted in conjunction with Papillon's pending 

application for a certificate of public convenience and necessity in Docket DOT-OST-2011- 

0062. The plan has also been submitted to the NTSB. 

Papillon's Family Assistance Plan is excerpted from its EmergencyJAccident Response 

Manual. A copy of the entire manual is available to the Department upon request to the 

undersigned. 

If you have any questions, please feel free to contact me. Thank you. 

Sincerely, 

Aaron A. Goerlich 

Garofalo Goerlich Hainbach PC 

Counsel for Papillon Airways, Inc. 

Enclosure 
PAPILLON GRAND CANYON HELICOPTERS FAMILY ASSISTANCE PLAN 

Papillon Grand Canyon Helicopters has established this manual in order to insure that we comply 

with the Federal Family Assistance Plan for Aviation Disasters, Title 49, Subtile VII, Sec. 41 11 3. This 

manual will provide the guidelines to help us deal with any accident involving one of our aircraft, 

resulting in the injury or death to a crewmember, passenger or person on the ground. It is our desire 

that compassion and dignity will be afforded to all persons involved in this program, whether they are 

victims, victims families, our employees, or the many professionals that we will need to call on to help 

us deal with an accident. This program is designed to incorporate each of the items on the following 

task list. After each task there will be a reference to the paragraph to the attached appendix A that 

provides instructions or verifies inclusion of that task. 

(1) In addition to accident notification required by 49 CFR 830.5, the President or their 

designee will noti the NTSB Communications Center immediately upon 

knowledge of a crash. The telephone number is (202) 314-6290. The following 

information must be provided. 

(a) Provide place of incident or accident, number of passengers and crew, and 

number of survivors and fatalities (if known). 

(b) Provide origination, connection points and final destination, and whether the 

flight was domestic or international. 

(c) Provide name and telephone number of the person who is in overall 

charge of the incident site. 

(d) Provide name, telephone number and location of the hotel that has been 

designated as 

the joint family support operations center. 

(e) Provide name and telephone number of the person responsible for 

passenger manifest. 

(f) Provide name and telephone number of the person responsible for family 

notification. 

See Appendix A, Section 1 .O, Para. 1 &2 

(2) Provide the public a reliable toll free number with sufficient telephone capacity 

and manned by a trained staff to answer inquiries as to whether or not a family 

member was on the flight. We must be prepared to acknowledge to family 

members whether or not a passengers name appeared on a preliminary 

manifest. 

See Appendix A, Section 3.0, Para. c & Section 4.0, Para. c. 

(3) Provide timely notification to family members of passengers which may consist of 

a continuous process of updates based upon manifest reconciliation with 

boarding documents. 

See Appendix A, Section 4.0, Para. c. 

(4) Upon request of the family of a passenger, we will inform the family of whether or 

not the passenger's name appeared on a preliminary passenger manifest for the 

flight involved in the accident. 

See Appendix A, Section 4.0, Para. c. 
Papillon Grand Canyon Helicopters Family Assistance Plan (cont'd) 

(5) Provide the NTSB, upon request, the most current reconciled copy of the 

passenger manifest. Each copy should be numbered or annotated so it can be 

distinguished from previous copies. 

See Appendix A, Section 4.0, Para. a. 

(6) Secure facilities at departure, arrival and connecting airports, as appropriate, 

where family members may be initially gathered to protect them from unwelcome 

media and solicitors, as well as to receive continuous updates on the 

reconciliation of the passenger manifest and other information on the crash. 

Insofar as some of our passengers may be foreign nationals, the time delay may 

allow for positive identification prior to the family members arrival. 

See Appendix A, Section 4.0, Para. h & I Also Section 12.0 Para 7 

(7) Provide logistical support to family members that desire to travel to the incident 

site, or to a hospital location, which includes but is not limited to, transportation, 

lodging, meals, security, communications, and incidentals. Factors to consider in 

selecting a facility are quality of rooms and size of facilities, privacy for family 

members, and relative location to medical examiner's office, temporary morgue, 

airport operations, crash site, NTSB investigation headquarters, and medical 

treatment facilities. 

See Appendix A, Section 2.0, Para. d & Section 4.0, Para. I 

(8) Inform the 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 dental records and x-rays of their 

loved one. Since some passengers may be foreign nationals, we will coordinate 

with the medical examiners and the victims' consulate to obtain these items. 

See Appendix A, Section 6.0, Para. i 

(9) Make provisions for a joint family support operations center to include space, 

communication and logistical support for the assisting federal staff. 

See Appendix A, Section 4.0, Para. H & Section 12.0 

(10) Make provisions for private areas within the hotel for D-MORT* and medical 

examiner personnel to collect ante mortem questionnaire information from 

families that are at the site. Also provide quiet space and communications for DMort and medical examiners personnel to telephonically collect ante mortem 

information from families that decide to stay away from the site. 

* D-Mort, National Disaster Mortuary Team 

See Appendix A, Section 12.0 

(11) Provide Department of State liaison officer with necessary information on foreign 

passengers to facilitate interaction with appropriate foreign government 

embassies. 

See Appendix A, Section 12.0, Para. 4.1 k 
Papillon Grand Canyon Helicopters Family Assistance Plan (cont'd) 

(12) Provide notification of family members prior to releasing passenger names to the 

public. Family members should be given appropriate time to notify other family 

members and friends prior to public release of the victims name. 

See Appendix A, Section 3.0 Para. f 

(13) Provide the public with continuous updates on the progress of the notification 

process, such as providing the numbers of victims' families notified as of a 

certain time and the number remaining to be notified. This process will continue 

until all victims' families have been notified. 

See Appendix A, Section 7.0 Para. f 

(14) Provide contact person to meet family members as they arrive and while at the 

incident site. This person will be responsible for assisting the family while at the 

site and would normally continue to be the Company interface with the family 

after the family returns to their residence. 

See Appendix A, Section 2.0 Para d 

(15) Maintain daily contact with family members that do not travel to the incident site 

by providing a contact person from the Company. This person will be responsible 

for assisting the family until no longer needed. 

See Appendix A, Section 2.0 Para d 

(16) Inquire at the time of notification or soon after, if family members desire 

AMERICAN RED CROSS crisis assistance or an AMERICAN RED CROSS 

person just to talk to. If they are undecided or say no, let them know if they 

change their mind to inform their Company representative. Pass all requests for 

assistance to the AMERICAN RED CROSS liaison officer who will coordinate for 

an AMERICAN RED CROSS staff member in the family members' local area to 

contact the family. 

See Appendix A, Section 7.0, Para. g 

(17) Establish a joint liaison with AMERICAN RED CROSS at each supporting 

medical treatment facility to track the status of injured victims and to provide 

assistance to their families. 

See Appendix A, Section 5.0, Para. E-e 

(18) Develop procedures for the handling of personal effects not being held as 

evidence for purposes of a criminal or accident investigation. 

See Appendix A, Section 5.0, Para. E-g 

(19) Assist family members as they depart the incident site and provide contact 

person who will continue to be the Company interface with the family after the 

family returns to their residence. 

See Appendix A, Section 4.0, Para. 0 
Papillon Grand Canyon Helicopters Family Assistance Plan (cont'd) 

Consult with family members about any Company sponsored monument, 

including any inscriptions. 

See Appendix A, Section 4.0, Para. 0 

Provide reimbursement to the AMERICAN RED CROSS for the services it 

provided to the family, Company, and any supporting personnel. 

See Appendix A, Section 2.0, Para. k 

Coordinate with Department of Justice in arranging meetings with family 

members to explain their rights under the victim of crime legislation should the 

crash be declared a crime. 

See Appendix A, Section 12.0, Para. 41 

Provide the same support and treatment of families of non revenue passengers 

(and any other victims of the accident) as for revenue passengers. 

See Appendix A, Section 7.0, Para. c 

Participate in daily coordination meetings to review daily activities, resolve 

problem areas, and to synchronize future family support operations and activities. 

See Appendix A, Section 12.0 

Papillon Grand Canyon Helicopters will provide adequate training to the 

employees and agents of Papillon Grand Canyon Helicopters to meet the needs 

of survivors and family members following an accident. 

See Appendix A, Section 13.0 

In the event that the Papillon Grand Canyon Helicopters volunteers assistance to 

U.S. citizens within the U.S. with respect to an aircraft accident outside the US., 

Papillon Grand Canyon Helicopters will consult with the NTSB and the 

Department of State on the provision of the assistance. 

See Appendix A, Section 3.0, Para. G 

(A) 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, Papillon 

Grand Canyon Helicopters 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 for obtaining compensation. 

(B) At a minimum, the written notice will 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 information offered by air carrier 

representatives about compensation by the air carrier 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. 
Papillon Grand Canyon Helicopters Family Assistance Plan (cont'd) 

See Appendix A, Section 2.0, Para. I 

(28) 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, Papillon Grand Canyon Helicopters 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 Papillon 

Grand Canyon Helicopters' flight if that city is located in the United States. 

See Appendix A, Section 2.0, Para. m.