FAMILY ASSISTANCE PLAN

1. INTRODUCTION

Wings Airways submits this document in accordance with the Aviation Disaster 

Family Assistance Act of 1996. The content and filing requirements listed here are 

required by Title VII, section 703, of the Federal Aviation Reauthorization Act of 

1996 (Public Law 101-624).

The purpose of Wings Airways’ Family Assistance plan is to ensure that in the 

event of a major accident, the carrier is prepared to act in the best interests of the 

survivors and victim’s families; to treat survivors and families with dignity; and to 

respect the cultural and religious backgrounds of the survivors and families. This 

plan is part of a larger effort that includes the National Transportation Safety Board 

(NTSB) and other governmental entities to assist survivors and families in the 

event of the aviation disaster with the United States or U.S. territories. Wings 

Airways recognizes that, in the event of an accident or an operational incident, no 

person, including a state of a political subdivision, may impede the ability of the 

NTSB, its director of family support services, or its designated representatives, to 

carry out its responsibilities under the Reauthorization Act.

2. PRE-RESPONSE PLANNING

A. Resources

i. Availability of Resources

In the event of an accident involving Wings Airways, trained 

personnel will be prepared to provide immediate, 

compassionate assistance to survivors and victim’s families.
ii. Current Resource Information

Lists of trained personnel who are to assume family 

responsibilities will be maintained and regularly updated by 

Wings Airways.

B. Training

i. General Training

Wings Airways will provide employees with adequate training 

to meet the needs of the survivors and family members 

following an accident. Wings Airways recognizes that any 

employee in a public contact position may be called upon to 

respond to inquiries and requests in the event of an accident. 

Public contact employees, including but limited to dock 

representatives, customer service, pilots and dock workers, will 

participate in basic emergency response training. Curriculum 

will include information on how to respond to inquiries and 

requests from the public, the media, customers, survivors and 

victim’s families.

ii. Family Assistance Training

Wings Airways will provide comprehensive training for all 

employees covering family assistance responsibilities and 

skills. Training will also cover confidentiality issues, care and 

concern for the family contacted, and other related issues.

iii. Recurrent training

Any employee with family assistance responsibilities will be 

required to participate in recurrent training. Classes will be 

scheduled as necessary.

iv. Emergency Simulations

Wings Airways will conduct periodic tests of emergency 

response plans. Where possible, simulations will be held in 

conjunction with airport, State of Alaska or American Red 

Cross emergency drills.

C. Coordination with Authorities

In response to an accident, Wings Airways will coordinate with 

federal, state and local authorities that have emergency 

responsibilities, including the NTSB, as described in the Family 

Assistance Act of 1996. Wings Airways has provided the NTSB with 
a telephone number to serve as a contact point within the airline 

during operating hours.

D. Toll Free Number and Email Address

In the event of an Aviation Disaster, Wings Airways will arrange for a 

toll free telephone number reserved exclusively for the use in support 

of this plan, and will publicize the number as appropriate. Wings 

Airways will provide the following email address 

(assistance@ntsb.gov) to family members for obtaining information 

and other concerns.

E. Unauthorized Release of Manifest Information Prohibited

Internal policies at Wings Airways strictly prohibit the release of 

unauthorized manifest information in the event of an emergency. 

Upon receiving notification of an incident or information in the event 

of an incident or accident, access to computer passenger lists will be 

restricted to prevent any unauthorized use in accordance with 

company procedures.

3. PASSENGER MANIFEST, TICKET RECONCILIATION AND 

NOTIFICATION

A. Family Information Team Mobilization

Upon notification from the office of the Vice President of Flight 

Operations or Director of Operations, Wings Airways will mobilize its 

staff in accordance with company emergency response procedures.

B. Manifest Access Inhibited

Access to the passenger name list will be restricted to employees 

involved in the emergency response plan. Immediately after the 

accident notification, the process of determining which passengers 

actually boarded the flight will begin.

C Verification/Ticket Reconciliation

Immediately after the accident notification, a preliminary passenger 

name list will be prepared from company records. Emergency 

response employees will contact the departure station(s) by direct 

communication to confirm the passenger name list information using 

flight coupons or any other boarding verification documents. Copies 
of flight coupons and any other boarding verification documents shall 

also be sent to corporate headquarters as quickly as possible. The 

process of confirmation and notification will include passengers with 

reservations, standby passengers, non-revenue passengers, re-routed 

passengers and crew members.

D. Release of Manifest Information to NTSB

On request from the NTSB, Wings Airways will generate a passenger 

name list manifest for the Director of the NTSB Office of Family 

Support Services. The list will be approved by Wings Airways’ 

President or designee, and then released to the NTSB. The List will 

be marked and identified as “subject to refinement-not for public 

dissemination.” The passenger name list will be updated as 

confirmations occur, and the updates provided to the NTSB in 

accordance with the procedures used to issue the initial passenger 

name list. All personnel involved in the gathering and dissemination 

of the passenger name list to the NTSB shall be continually made 

aware of its confidential and sensitive nature.

E. Family Support Operations Center

Wings Airways will make provisions for a family support operations 

center to include space, communications and logistical support for a 

federal staff of up to twelve personnel.

F. Notification of Next of Kin

1. Notification Procedures

Wings Airways will work through the Alaska State Troopers, 

the Alaska Office of Emergency Management and /or the 

American Red Cross, as appropriate, to provide notification to 

families of confirmed passengers on board the aircraft. As 

notification is made, families will be offered the assistance of 

the American Red Cross (designated independent organization) 

and will assign an employee of Wings Airways with which to 

work. On-site notification will be done in private, away from 

media or public view, and access to telephones and other 

appropriate communications facilities will be provided to all 

family members upon notification.
2. Preliminary Manifest Information May Be Used for Initial 

Notification

Upon request of a passenger’s family, notification employees 

will advise whether the passenger’s name appeared on the 

preliminary passenger name list for the flight involved in the 

accident. Updated information will be given to the family when 

the passenger name list is verified. Notification of next-of-kin 

will be done by trained personnel as soon as the information 

becomes available.

3. Notification of Families of Foreign Nationals

Notification of families of foreign nationals may also involve 

the U.S. Department of State (DOS). Wings Airways will 

provide a list to the DOS of all passengers believed to be 

foreign nationals. If applicable, notification of foreign 

nationals’ next-of-kin will proceed according to the direction of 

the DOS.

4. PASSENGER IDENTIFICATION

A. D.H.H.S. Oversees Passenger Identification

The U.S. Department of Health and Human Services (DHHS) 

oversees passenger identification.

B. Medical Examiner of Coroner Responsible for Positive Identification

The Medical Examiner or Coroner of the jurisdiction in which the 

accident occurred is responsible for the positive identification of 

fatalities. Official notification of death to a family member will be 

coordinated by the Medical Examiner or Coroner with the Disaster 

Mortuary Team Commander. The Disaster Mortuary Team is a team 

staffed by various non-airline health and medical personnel.

C. Information Regarding Injured Passengers

For injured passengers, the hospital to which the passenger has been 

admitted is responsible for status updates, and either the hospital or

Wings Airways will advise the families.
D. Coordination with Medical Facilities and with the American Red 

Cross

A representative from Wings Airways will be assigned to each area 

medical facility where survivors are being treated. The Wings 

Airways representative will establish a joint liaison with the American 

Red Cross (ARC) at the medical facility.

5. FAMILY ACCESS TO THE ACCIDENT SITE

A. Site Jurisdiction

i. The NTSB has full Accident Site Jurisdiction within the United 

States

Wings Airways recognizes that the NTSB has accident site 

jurisdiction for any accident occurring within U.S. territory or 

international waters.

ii. Foreign Government has Site Jurisdiction outside the United 

States

Wings Airways recognizes that for accidents occurring outside 

of U.S. territory or international waters, the government of the 

country in which the accident occurred will have site 

jurisdiction. The extent of NTSB involvement will be 

determined by the foreign government.

B. Access to Site

Wings Airways 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. Wings Airways will 

accommodate family requests for access to the accident site within the 

parameters established by the NTSB.

C. Family Support and Services at Site

Transportation, housing, meals and incidental costs for survivors 

and/or families will be arranged through established support teams. A 

Wings Airways employee will be assigned to each family to meet 

family members as they arrive, provide support while at the accident 

site, and assist family members as they depart. The Wings Airways 

employee will maintain contact with the family as needed after the 
site visit. The Wings Airways employee will also maintain contact 

with those family members who do not travel to the accident site.

6. HUMAN REMAINS AND PERSONAL EFFECTS

A. Disposition of Remains

The Medical Examiner or Coroner will be responsible for the 

disposition of identifiable and unidentifiable human remains.

B. Disposition of Personal Effects

i. Personal Effects to be Handle by Authorities

Any identifiable personal effects in the possession of the 

Medical Examiner, Coroner, NTSB or other authorities should 

be returned directly to the passenger’s family. If personal 

effects come into Wings Airways’ control, the carrier will 

handle the disposition of the effects, including decontamination 

services, as needed.

ii. Families Will Be Consulted Regarding Disposition of Effects

Wings Airways will consult with each family about the 

disposition of effects and, as requested, arrange for return of the 

items.

iii. Storage of Personal Effects

Unclaimed items will be retained by Wings Airways for a 

minimum of 18 months.

C. Families will be Consulted Regarding any Monument

Wings Airways will consult with the families prior to the construction 

of any airline-sponsored monument, including any inscription.

7. RELATIONSHIP WITH DESIGNATED INDEPENDENT 

ORGANIZATION

A. Designated Independent Organization to Assist with Mental Health 

Care

Wings Airways will work with the American Red Cross, the 

designated independent organization as described in §§ 49 U.S.C. 
1136 and 41113, to provide short-term mental health services to 

survivors and the families of accident victims.

B. Compensation to Designated Independent Organization

If the American Red Cross provides on-site assistance, a Wings 

Airways representative will consult with the agency as costs are 

incurred in order to ensure that reasonable compensation can be 

determined and paid.

8. COORDINATION WITH THE DEPARTMENT OF JUSTICE

If the Wings Airways disaster is officially declared a criminal act, Wings 

Airways will coordinate, as necessary, with the Department of Justice in 

arranging for family meetings to explain Department of Justice services.

9. NOTIFICATION OF PROPERTY OWNERS REGARDING GROUND 

DAMAGE

In the event of an accident that involves significant ground damage to nongovernmental property, Wings Airways will notify the owner of the property 

about liability for any property damage and the means for obtaining 

compensation. This notification will include advising the property owner; 

(1) to contact the property’s insurer for information about coverage and 

compensation; (2) not to rely on unofficial statements by Wings Airways’ 

representative about compensation; and (3) to obtain photographic or other 

detailed evidence about property damage as soon as possible.

10. ELECTRONIC TRANSMISSION OF PUBLIC HEARING

In the event that the NTSB conducts a public accident hearing at a location 

that is more than 80 miles from the accident site, Wings Airways will insure 

that the hearing will be available electronically at the origin and destination 

cities of the accident aircraft’s flight, if that city is in the U.S.