## • • 

# -atlantic.,

05th March 2015
TO: 

### Dpckets- Dockets OST 96-1960 U.S. Department ofTransportation 400 Seventh Street, S.W., Room PL401 Washington, D.C. 20590
SUBJECT: VIRGINATLANTIC FAMILY ASSISTANCE PLAN

In

### accordaric~·with the U.S. operating permit requirements for air carriers, please find attached our plan to address the needs of families of passengers involved in an aviation disaster. The Virgin Atlantic Family Assistance Program has been developed to comply with the U.S
. .Public Law 105-148 Foreign Carrier Family Support Act, December 16, 1997 and U.S. PUBLIC LAW No. 108-176, DEC. 12, 2003, Century of Aviation Reauthorization Act, Section. 809, Availability of Aircraft Accident Site Information, paragraph (a) Domestic Air Transportation. This submission**al~o_ ·--~--=-----:**  

### --·-incorporates the U.S-:-OepanfuefiCofTransportation-notice published January 20, 2004 regarding the requirements of the Vision I00-Century of Aviation Reauthorization Act" wherein certain additional assurances are required to be included in AirCarrier Plans. Additionally, please be advised that

### ~ur operations staffmaybe reached 24 hours at: ' :**~-----------------------------------------** 

### Ifyou have any questions you maycontact the undersigned at: TiggyThiagarajah, Virgin Atlantic Airways, ManorRoyal, Crawley

### RHlO 9NU, UK Sincerely,

Attachment

Virgin Atlantic Airways Limited The Office Manor Royal Crawley RHlO 9NU United Kingdom Registered Office Company Secretariat. The Office. Manor Royal. Crawley RH10 9NU United Kingdom Registered in England 1600117 VAT Number GB425 216184

## Virgin Atlantic Airways Family Assistance Plan

Introduction The Virgin Atlantic Airways FamilyAssistance Program has been developed to comply with U.S. Public Law 105-148 Foreign CarrierFamily Support Act, December 16, 1997 and U.S. PUBLIC LAW NO. 108-176,DEC. 12,2003,CENTURY OF AVIATION REAUTHORIZATION ACT, Section. 809, Availability ofAircraft Accident Site Information, paragraph (b) Foreign AirTransportation. This program is part ofa largereffort, which includes the U.S. National Transportation Safety Board and other U.S. governmental entities, to assist survivors, survivor families and victim families in the event ofan aviation disaster within the United States orUS Territories. 

### Purpose The purpose ofthe Virgin Atlantic Airways Family Assistance Program is as follows:

• Act in the best interests ofsurvivors, survivor families and/orvictim families.

• Respond to survivors, survivor families and victim families with sensitivity, dignity and respect.

• Respect and be sensitive to the cultural and religious backgrounds ofsurvivors, survivor families and victim families.

• Meet the needs ofsurvivors, survivor families and victim families for such issues as: );> timely information regarding the status ofthe passenger,**--~** transportation to and fromtheJocation.ofthe.accident, );> lodging and meals while at the accident location, );> timely information regarding survivorprogress, );> immediate clothing and personal hygiene necessities, );> medical needs, );> mental health counseling, );> assistance with transportation ofremains, );> identification and return ofpersonal effects, and );> pastoral support and memorial services. Virgin Atlantic Airways will also provide similar services to immediate family members who do not travel to the accident location.

• Provide the same level ofassistance listed above for crew members and their families as well as others traveling on a non-revenue basis. Provide training to the employees and agents ofthe carrierto meet the needs ofsurvivors and family members following an accident.

• Provide mental and emotional support to Virgin Atlantic Airways employees, especially those asked to work with survivors, survivor families and victim families.

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## Virgin Atlantic Family Assistance Plan

Upon evaluation, Virgin Atlantic Airways identified limited Family Assistance personnel resources available to respond to a crisis. Therefore, Virgin Atlantic Airways has contracted with the following agencies to provide additional response staffand consultation on Family Assistance. FEI Behavioral Health (FEI) FEI has been in operation since 1979 and has a customerbase ofover 140 companies, including Regional, Domestic and Foreign Air Carriers. FEI will conform to the Federal Family Assistance Plan for Aviation Disasters as detailed by the NTSB. On behalfofVirgin Atlantic Airways FEI will:

• Provide Family Assistance Training to Virgin Atlantic employees and agents to enhance awareness of and sensitivity to the needs of survivors and family members following an accident. In the event ofan accident, FEI will:

• Provide a toll free, publicized numberwithin 60 minutes ofnotification. • Activate an inbound call centerto screen initial inquiries. • Provide a second (outbound) call center staffed by behavioral health professionals. • The outbound call center, referred to as the Family Information Center, will respond to family member's inquiries, notifythe next ofkin, arrange travel and support non-travelling families.**---~-~** ·-• -Provide information tofamilies;-as-it-becomes-k:nown-.**~** - - -- • Offercontinuous updates on notification process. • Provide family notification before public release. • Maintain daily contact with non-traveling families. • Gatherand compile data for the airline. • Make travel arrangements for families, as requested by Virgin Atlantic Airways. • Deploy a crisis management team to the on-site Family Assistance Center. • As'requested, assist in establishment ofthe Joint Family Support Operations Center. • Provide on site support and consultation to Virgin Atlantic Airways. • Coordinate with NTSB, American Red Cross, Local Authorities, and Airline.
· • Work and liaise closely with otheragencies working on behalfofthe airline.

• Provide escort, support, information and assistance to survivors, victims and their families on behalfofthe airline. • As requested, assist in establishing facilities and equipment as may be required to support a simultaneous electronic transmission ofan NTSB Public Hearing at required locations.

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## •' -. Virgin Atlantic Family Assistance Plan

VIRGIN ATLANTIC FAMILY ASSISTANCE PROGRAM. In coordination with contracted agencies, Virgin Atlantic has developed detailed policies and procedures for affected station(s) emergencyoperations, headquarteremergency operations, as well as accident site emergency operations. Inthe event ofan accident, the carrier will: 

### [Note: Principle responsibility is always the Carrier's. For clarification, the organization(s) responsible for carrying out or facilitating the task is indicated at the end ofeach section in parenthesis.] (1) Notify the NTSB communications center at (202) 314-6290 immediatelyupon knowledge of a crash. (Virgin Atlantic) a) Provide place ofincident (or general vicinity ofincident), numberofpassengers and crew based on preliminary departure information and numberofinjured and fatalities (if known). (Virgin Atlantic) b) Provide flight number, origination, connectionpoints and final destination (ifknown), and whetherthe flight was domestic or international. (Virgin Atlantic) c) Provide name and telephone numberofthe person who is in overall charge ofthe incident site. (Virgin Atlantic) d) Provide name, telephone number and location ofthe hotel that has been designated as the JFSOC. (Virgin Atlantic or FEI on behalfofVirgin Atlantic) e) Provide name and telephone number ofthe person responsible for the passenger manifest. (Virgin Atlantic and FEI on behalfofVirgin Atlantic) f) Provide name and telephone numberofthe person responsible for family notification. (FEI on behalfofVirgin Atlantic) (2) Provide the public a reliable publicized toll free numberwith sufficient telephone capacity (FEI on behalfofVirgin Atlantic)

Page 3 a) When disseminating the toll-free number, Virgin Atlantic will ask.the media to inform the public that only individuals who have a reason to believe a family memberor friend is a passengeron the flight should use the number. (Virgin Atlantic) b) The media notice will emphasizethat initial calls to the airline are to providea point of contact with the airline, provide basic flight information to the caller, and gather information so the airline mayobtainpoints ofcontact for each passenger. (Virgin Atlantic) c) The media will be asked to reemphasize the carrier involved, the flight number, airport of origination, connection and final destination. (Virgin Atlantic) d) The "message" heard bycallers on hold will urge anyone who does not have reason to believe that a family memberorfriend is a passengeror is unable to provide relevant _,

## Virgin Atlantic FamilyAssistance Plan

information on the passengerto please clearthe line. The "message" will also restate the carrier involved, the flight number, airport oforigination, connection and final destination. (FEI on behalfofVirgin Atlantic) (3) Provide timely notification to family members ofpassengers which will consist ofcontinuous updates based upon manifest reconciliation with boarding documents (ticket lifts, ticket readers, final gate check-in name list). Virgin Atlantic will providepassengerinformation to family members.as it becomes known and will not wait until all names on the check-in manifest are confirmed before notifying individual family members. Family members will be notified ifpassenger's name appears on a preliminary name list and informed that confirmation involves reconciling the manifestwith the boarding documents collected at the gate. Once contact is established with family members, it is maintained, regardless of whether additional information becomes available. Personnel are trained in crisis response and techniques to notify a person that a family member may have been involved in a disaster. (FEI on behalfofVirgin Atlantic) (4) Provide the NTSB, upon request, the most current reconciled copy ofthe passenger manifest.

(5) Each copywill be numbered orannotated so it canbe distinguished from previous copies. (Virgin Atlantic) Secure facilities at departure, arrival, and connecting airports where family members maybe initially gathering. These facilities will protect them from media and solicitors, as well as provide a place to receive continuous updates on the reconciliation ofthe passenger manifest and otherinformation on the crash as it becomes available. Ifat a secured facility, family members will be notified personally and privatelybypersonnel trained in crisis response and death notification that their loved one is on the plane. (STATION STAFF-andFEI on bebalfofVirginAtlantic) ·- - -----**~** ---- - (6) Provide logistical support to family members requesting travel to the incident site (orto a hospital location). This includes, but is not limited to, transportation, lodging, meals, security, communications, and incidentals. Virgin Atlantic will considerthe following during selection ofa facility: quality ofrooms, size offacilities, privacy for family members, relative location to medical examiner's office, temporary morgue, airport operations, crash site, NTSB investigation headquarters, and medical treatment facilities. (Virgin Atlantic and FEI on behalfofVirgin Atlantic) (7) Inform family members (or family friends/clergy who are with the family) at an appropriate time, as early as possible afterbeing notified, that it is critical they contact theirfamily dentist to obtain dental records and dental x-rays oftheir loved one. Families will be asked to have the records and x-rays sent via overnight delivery to the address ofthe hotel where the JFSOC is located. Families will be told to send the package to the attention ofthe Deputy Director, FA, NTSB. Families will be advisedthat ifthey are coming to the site within the next 48 hours, they may arrange to hand carry these documents. (FEIon behalfofVirgin Atlantic) (8) Make provisions for a JFSOC to include space, communication and logistical support to assist local and Federal staff. (FEI on behalfofVirgin Atlantic)

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## Virgin Atlantic Family Assistance Plan

(9) Make provisions for private areas within the hotel forDMORT and medical examiner personnel to collect ante mortem information from families at the site. Virgin Atlantic will also provide quiet space and communications resources for DMORT and medical examiner personnel to telephonically collect ante mortem information from families who decide to stay away from the site. Virgin Atlantic will reserve 6 to 15 rooms for crisis counse1ing/DMORT use. 

### (FEIon behalfofVirgin Atlantic) (10) Provide necessary information on foreign passengers to DOS representatives to facilitate interaction with appropriate foreign government embassies. 

### (Virgin Atlantic) (11) Provide notification to family members priorto releasing passengernames to the public. Family members will be given appropriate time to notify otherfamily members and friends priorto public release ofthe victim's name. While it maybe necessary for some families to have more than one contact point with the airline, families will be asked to designate one primary contact point for purposes ofinformation sharing among the family. Thecarrier will not release the victim's name without family consent. 

### (FEI on behalfofVirgin Atlantic) (12) Inquire at the time ofnotification or soon after iffamily members desire, ARC crisis assistance oran ARC person to talkto. Iffamily is undecided or say no, the will be asked to inform their airline representative ifthey reconsider. All requests for assistance will be passed to an ARC representative who will designate an ARC staffmember in the family member's local area and request they contact the family. 

### (FEI on behalfofVirgin Atlantic) (13) Provide the media with continuous updates on the progress ofthe notification process, to include: providing the numberofvictims' families notified as ofa certain time and the number remaining to be notified. Virgin Atlantic will continue this process until all victims' families have been notified. 

### (Virgin Atlantic)

- - (14) Assist family members as they travel to and from the site by informing flight crews and airport personnel that family members are on particular flights. At departure, connecting, and arrival airports, family members will have airline personnel meet and assist them while on airport grounds. Ifnecessary, Virgin Atlantic will seek assistance from other carriers who mayhave a larger presence at the airport. Virgin Atlantic will assist family members as they depart the accident site and provide a contact person who will continue to be the airline interface with the family after the family returns to their residence. 

### (FEI on behalfofVirgin Atlantic)

<15) Provide a contact person to meet family members as they arrive and accompany them at he incident site. A representative will be assigned responsibility for assisting the family while at the site and will continue to be the airline interface with the family until the family returns to theirresidence. Upon return, a single contact person for all family members may be designated. 

### (FEI on behalfofVirgin Atlantic) (16) Provide a contact person from the airline to maintain daily contact with family members who do not travel to the incident site. (FEI 

### on behalfofVirgin Atlantic) (17) Establish a badging system to identify family members. 

### (Virgin Atlantic or FEI on behalf ofVirgin Atlantic)

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## Virgin Atlantic Family Assistance Plan

Establish ajoint liaison with ARC at each supporting medical treatment facility to trackthe status ofinjured victims and to provide assistance to theirfamilies. (FEI on behalfof.Virgin Atlantic) Develop procedures for the handling ofpersonal effects not being held as evidence for purposes ofa criminal oraccident investigation. Provisions will be made for unclaimed possessions to be retained for at least 18 months from the date ofthe crash as required by law. (BMS Global) Designate an individual who will be the airline's representative to the DeputyDirectorofFA. This individual will travel to various locations, such as accident site, morgue, JFSOC, and family assistance centerwith the DeputyDirectorofF A. The designated individual will have the authority orready access to those who have sufficient authority to make decisions on behalfofthe airline (Virgin Atlantic) Consult with family members about any airline-sponsored monument, including any inscriptions. (FEI on behalfofVirgin Atlantic) Provide reasonable reimbursement to the ARC for services to the family, airline, and supporting personnel. (Virgin Atlantic) Ifthe crash is declared a crime, coordinate with DOJ to arrange meetings with family members to explain theirrights underthe victims ofcrime legislation. (FEI on behalfof Virgin Atlantic) Provide the same support and treatment offamilies ofnon-revenue passengers (and any other person aboard the aircraft) as for revenue passengerS. (Virgin Atlantic) Participate in daily coordination meetings to review daily activities, resolve problem areas, and to synchronize future family support operations and activities. (Virgin Atlantic and FEI on behalfofVirgin Atlantic) Provide training to Virgin Atlantic employees and agents to increase awareness ofthe needs ofsurvivors and family members following an accident. (Virgin Atlantic and FEI) When providing assistance to US Citizens within the United States with respect to an aircraft accident outside the Unites States involving major loss oflife, Virgin Atlantic will consult withtheNTSB and DOS on provision ofassistance. (Virgin Atlantic)
PROVIDENOTICE CONCERNING LIABILITYFORMANMADE STRUCTURES (a) 

### In the case ofan accident that results in significant damage to a manmade structure or otherpropertyon the ground that is not government-owned, Virgin Atlantic will promptly notify, in writing, the ownerofthe structure orotherproperty about liability for anyproperty damage and the means for obtaining compensation. (b) This written notification, will include advising the property owner: (i) to contact the insurerofthe property as the authoritative for information about coverage and compensation; (ii) to not rely on unofficial information offeredbyVirgin Atlantic's representatives about compensation by Virgin Atlantic for accident site property damage;**-~-** 

## Virgin Atlantic Family Assistance Plan

and (iii) to obtain photographic orotherdetailed evidence ofpropertydamage as soon as possible afterthe accident, consistent with restrictions on access to the accident site. (Virgin Atlantic) (29) PROVIDE SIMULTANEOUS ELECTRONIC TRANSMISSION OF NTSB HEARINGPage 7 Inthe case ofan accident in which the U.S. National Transportation Safety Board conducts a public hearing orcomparableproceeding at a location greaterthan 80 miles from the accident site, Virgin Atlantic will ensure that the proceeding is made available simultaneouslyby electronic means at a location open to the public at both the origin city and destination city of the accident aircraft's flight, ifthat city is located in the United States. (Virgin Atlantic and 

### FEI)