Swiss International Air Lines Ltd.

P.O. Box207 ~ast Meadow,t'lY 11554

Via Electronic Submission U.S.Department ofTransportation Docket OST-1998-3304 Via Federal Express ErikGrosof Office ofTransportation DisasterAssistance National Transportation SafetyBoard 490 L'EnfantPlazaEast,S.w. Washington, DC20594 January 17,2014 

# AfJSWISS

Re:Amendment to FamilyAssistance PlanofSwiss InternationalAir Lines Ltd. DearSiror Madame: Enclosed pleasefind the amended FamilyAssistance PlanofSwiss International Air Lines Ltd. The enclosed plan describes procedures thatcomply withthe requirements ofthe ForeignAir Carrier FamilySupport Act of 1997, asamended bytheWendell H.FordAviation Investment and ReformActforthe 21stCentury (AIR-21)and theVision 1OO-CenturyofAviation Reauthorization Act. Should you haveanyquestions concerning Swiss InternationalAir Lines Ltd.'soperations or the procedures described inthe plan, please do nothesitatetocontact me.

,~~_Si.Pcer. ' _'"

Lawrence Mullins, Esq.

# Swiss International Air Lines Ltd. d/b/a 

# SWISS FAMILY ASSISTANCE PLAN January, 2014

OVERVIEW

This Family Assistance Plan is submitted in compliance with the Vision 100-Century of Aviation Reauthorization Act. In this plan, Swiss International Air Lines Ltd., d/b/a Swiss ("SWISS") uses the organized procedures that have been put into place to best meet the needs of customers and families as outlined in the Vision 100 Century of Aviation Reauthorization Act. SWISS' plan to assist those affected byan aviation disaster is part of a larger organized effort, which includes the National Transportation Safety Board and many other government agencies to provide the highest level of support to survivors and family members. SWISS will provide for equal treatment of the families of revenue passengers, nonrevenue passengers, crew, any other person aboard the aircraft, or any other victim of the accident. Certain specialized services which are required following an accident may be accomplished on behalf of SWISS by vendors having. expertise in those areas.

PRE-RESPONSE PLANNING Committing Sufficient Resources SWISS will commit sufficient resources and trained employees to meet the needs of survivors and family members following an accident, to assist in accident investigation, media relations, as well as liaise with government agencies and support organizations.To ensure this, SWISS will require the assistance and support of its partners

represented inthe United States in order to give aconsistent and efficient response to survivors and families affected byan airaccident involving one of itsflights. Coordination of activities will be done via adedicated command center network, linked byworldwide communications. SWISS will provide adequate training to itsemployees and agents to meet the needs of survivors and family members following an accident. Periodic training, simulated incidents and airport drills are organized within SWISS' corporate structure in order to test the airline's emergency response plan. Ifapplicable, code share and alliance partners will be included inthe emergency planning process. The primary SWISS family assistance organization consists of adedicated Passenger Inquiry Center. NOTIFICATION PROCEDURES Telephone Enquirv Center SWISS will establish atoll-free telephone number dedicated to accident related calls within 1 hour after its Operations Control Center has received information indicating that an aircraft operated bythe airline has been involved in a major incident and that there are serious injuries and/or fatalities. This telephone number will be staffed bytrained representatives in United Airlines Telephone Enquiry Center (TEC) inthe Chicago. Simultaneously, SWISS will operate a Passenger Inquiry Center at its hub inZurich, Switzerland as well as at its North American Headquarters. Only information which has been authorized for release will be provided. Passenger Manifest Immediately following an accident, SWISS will begin the process of determining which passengers actually boarded the flight and establish averified passenger manifest. Forthis purpose, a preliminary passenger list isassembled by comparing the ticket coupons and other verifying data atthe departure airport tothe list ofthose holding computerized reservations (Passenger Name Records) forthe flight. Information inthe PNR's can also be accessed to begin the process of determining the passenger's address and establishing contact with the next of kin. Internal policy prohibits the unauthorized release ofthis confidential, sensitive manifest information.Upon request ofthe NTSB, SWISS will provide a list ofthe names ofthe passengers

who boarded the aircraft tothe NTSB Director of Family Support Services designated for the accident. This list, based on the airline's best available information atthe time ofthe request, will be marked preliminary and unconfirmed and will be continuously updated. SWISS will transmit a list ofthe confirmed names of non-U.S. nationals to the U.S. State Department tofacilitate interaction with the appropriate foreign embassies. Next of Kin Notification SWISS will activate a Family Assistance Center to notify the next of kin of passengers involved in an accident. This unit will be staffed bytrained personnel of SWISS, supported bythe SWISS Call Center staffed by Enhanced Customer Care Solutions, Inc. for the purpose oftelephonic family assistance support. Simultaneously, SWISS will operate a Family Assistance Center at his hub inZurich, Switzerland aswell as at its North American Headquarters As soon as it has verified that a passenger was onboard the flight, notification will be made tothe next of kin, regardless ofwhether verification of all passengers onboard the flight is complete. SWISS will not publicly release a passenger's name until after the next of kin has been notified. Ifthe next of kin requests that the passenger's name not be made public, SWISS will convey that information tothe NTSB in an effort to do all possible to honor that request. The medical examiner orcoroner is responsible for the positive identification offatalities and will provide official notification ofdeath to the family. In cases where local capacity isexceeded, this task may be carried out bya member of the disaster mortuary team. For injured passengers, the hospitals are responsible for periodic status updates and either the hospital orthe airline will continue to advise the families. FAMILY TRAVEL TO ACCIDENT LOCATION SWISS will provide next of kin with reasonable physical care, accommodation and transportation. This includes travel tothe location ofthe accident, ifso desired. SWISS will maintain regular contact with the families who elect nottotravel tothe site ofthe accident, as well as with hospitalized survivors.Professional counseling services will be made available through the designated

organization responsible for family care and mental health. Upon request, SWISS will work with the responsible authorities to arrange family visits tothe accident site. Access to the site may be limited byterrain, biohazard and/or hazardous materials concerns, security measures orother, unforeseen conditions. SWISS will continue to assist farnily members asthey depart the accident location and will maintain contact with the family until it is no longer appropriate or required. HUMAN REMAINS Recovery, identification and disposition of identifiable and unidentifiable remains isthe responsibility ofthe local medical examiner, coroner orother designated authority. The carrier will cornply with decisions made bythe responsible authority and will, tothe extent possible, honor the next of kin's wishes asto arrangements they prefer forthe remains identified asthose ofthe passenger. Personal Effects and Possessions SWISS may retain contract services which have expertise inthe cleaning and restoration of personal effects. For personal effects within the control of SWISS which have been identified as belonging to a passenger, SWISS ora representative ofits contractor will describe to the next of kin the items and their condition and will consult with the next of kin asto the return ordisposition ofthe items. Unclaimed personal effects which remain within the carrier's control will be retained for a period of at least 18 months either bythe carrier or bythe contracted vendor. MONUMENTS Ifthe families express adesire for a monument atthe accident site, SWISS will consult with the family of each passenger about its construction, including any inscription. All comments and concerns ofthe families (along with statutory and/or regulatory requirements orconsiderations arising from the place ofconstruction) will be given careful consideration. Each family will be given achoice ofwhether or notto include the passenger's name if an inscription ofthe names is planned as part ofthe agreed design. The goal will beto achieve afull consensus of allfamilies on aspecific design. Should that not be possible, in an effort to avoid lengthy delays, it may be necessary to implement a plan agreeable to the majority ofthe families. The next of kin will be given an opportunity to visit the monument when construction is complete.CONSULTATION

Inthe event that SWISS volunteers assistance to the United States citizens within the United States with respect to an aircraft accident outside the United States involving a major loss of life, the carrier will consult with the NTSB and the Department of State on the provision of assistance.

RELATIONSHIP WITH

DESIGNATED INDEPENDENT ORGAMZATION SWISS will establish a liaison with the independent, non-profit organization that the NTSB designates under section 1136(a)(2) ofTitle VII, Section 703 ofthe Federal Aviation Reauthorization Act of 1996 in order towork together on an ongoing basis. The goals will be to ensure that mental health and counseling services, aswell as any other appropriate services, are provided to families following an accident. Compensation of Designated Organization SWISS has established a procedure to pay reasonable compensation to the NTSBdesignated independent, non-profit organization under section 1 1 36(a)(2) ofTitle VII, Section 703 of the Federal Aviation Reauthorization Act of 1996 for services provided bythe organization. SWISS will request, and expect, a plan oftasks and anticipated expenses prior to the designated organization's full deployment, consultation about costs asthey are incurred and an itemized list of services rendered and expenses to accompany the organization's invoice. Filing of Family Assistance Plan SWISS has filed this plan atthe Department ofTransportation and atthe National Transportation Safety Board as required bythe Foreign Air Carrier Family Support Act of 1997, as amended bythe Wendell H. Ford Aviation Investment and Reform Act for the 21st Century (AIR-21) and the Vision 1DO-CenturyofAviation Reauthorization Act. Emergency Contact Under separate cover,. SWISS will provide the NTSB with the telephone and fax numbers of its 24-hour Operation Control Center. Damage to Property Inthe event that an accident causes significant damage to a man-made structure or other property on the ground that it is not government owned, SWISS would provide prompt written notice to the owner regarding liability for property damage with means for obtaining compensation. Such notice shall advise the owner to (i) contact the insurer ofthe property as to the authoritative source for information about coverage and compensation; (ii) to not rely on unofficial information offered byforeign air carrierrepresentatives about compensation bythe foreign air carrier for accident-site property

damage; and (iii)to obtain photographic orother details evidence of property damage as soon as possible after the accident, consistent with restrictions on access tothe accident site. NTSB Hearings Inthe event the NTSB holds a hearing on aflight's accident at a location more than 80 miles from the accident site, SWISS would ensure that such proceedings are simultaneously available by electronic means ata location open to the public at both the origin and destination city ofthe flight (ifsuch city is located inthe United States).

SWISS INTERNATIONAL AIR LINES LTO. FAMILY ASSISTANCE PLAN EMERGENCY CONTACT NUMBERS TelePhone:" Facsimile: SWISS Operations Control Center SWISS Operations Control Center