LAW OFFICES



### May 16,2011 Docket Operations OfficeofInformation Services U.S. Department ofTransportation 1200New Jersey Avenue, S.E. Washington, D.C. 20590 Re: Family Assistance Plan ofPapillonAirways, 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 theNTSB. 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 freeto contactme. Thank you. Sincerely,

Aaron A. Goerlich Garofalo Goerlich HainbachPC 

## Counsel for PapillonAirways, Inc.

Enclosure

### PAPILLONGRAND CANYON HELICOPTERS FAMILYASSISTANCE PLAN

Papillon Grand Canyon Helicopters has established this manual in order to insure that we comply with the Federal FamilyAssistance Planfor Aviation Disasters, Title 49, SubtileVII, Sec. 41 11 3. This manual will provide the guidelines to help us deal with any accident involving one of our aircraft, resulting inthe injury or death to a crewmember, passenger or person on the ground. It is our desire that compassion and dignity will be affordedto all persons involved inthis program, whether they are victims, victims families, our employees, orthe many professionalsthat we will needto callon to help us deal with an accident. This program is designed to incorporateeach of the items on the following task list. After each task there will be a referenceto the paragraph to the attached appendix A that provides instructions or verifies inclusionof 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 informationmust be provided. (a) Provide place of incident or accident, number of passengers and crew, and numberof survivorsand 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 incidentsite. (d) Provide name, telephone number and location of the hotelthat has been designated as thejoint 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 responsiblefor family notification. SeeAppendixA, 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. SeeAppendixA, Section 3.0, Para. c 

### & Section4.0, Para. c. (3) Provide timely notification to family members of passengerswhich may consist of a continuous process of updates based upon manifest reconciliation with boarding documents. See AppendixA, Section4.0, 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 AppendixA, Section4.0, 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 distinguishedfrom previouscopies. 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 beforeign nationals, the time delay may allowfor positive identification prior to the family members arrival. SeeAppendix A, Section 4.0, Para. h 

### & I Also Section 12.0 Para7 (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. SeeAppendix A, Section 2.0, Para. d 

### & Section 4.0, Para. I (8) Informthe 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 medicalexaminers and the victims' consulateto 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, Section4.0, 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 familiesthat 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. SeeAppendix 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 priorto public release of thevictims 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. SeeAppendixA, 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 assistingthe family while at the site and would normally continue to be the Company interface with the family after the family returns to their residence. SeeAppendix A, Section 2.0 Parad (15) 

### Maintain daily contact with family membersthat do not travel to the incident site by providinga contact person from the Company. This person will be responsible for assisting the family until no longer needed. SeeAppendix 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 contactthe family. SeeAppendix 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 assistancetotheir families. SeeAppendix A, Section5.0, Para. E-e (18) 

### Develop procedures for the handling of personal effects not being held as evidencefor purposes of a criminal or accident investigation. See Appendix A, Section5.0, 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. SeeAppendix A, Section 4.0, Para. 0Papillon 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 providedto 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 declareda 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 AppendixA, Section7.0, Para. c Participate in daily coordination meetings to review daily activities, resolve problem areas, and to synchronizefuturefamily 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 Helicoptersvolunteers assistance to U.S. citizenswithin 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 significantdamageto 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 tothe owner of the structure or other property about liability for any property damage and meansfor obtainingcompensation. 

### (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 informationoffered by air carrier representatives about compensation by the air carrierfor accident -site property damage: and (iii) to obtain photographicor other detailed evidence of property damage as soon as possible after the accident, consistent with restrictionson access to the accident site.

### PapillonGrand Canyon Helicopters Family Assistance Plan (cont'd)

See AppendixA, Section 2.0, Para. I (28) In the case of an accident in which the NationalTransportation Safety Board conducts a public hearingor comparable proceedingat a locationgreaterthan 80 milesfrom 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 destinationcity of Papillon Grand Canyon Helicopters' flight if that city is located in the United States. See AppendixA, Section 2.0, Para. m.