FAMILY ASSISTANCE PLAN

JULY 18, 2014
FAMILY ASSISTANCE PLAN

Introduction

The Eastern Air Lines ("Eastern") Family Assistance Plan has been written to comply with the Aviation 

Disaster Family Assistance Act of 1996 (49 U.S.C. 1136 and 41113(b)), as amended by the Wendell H. 

Ford Aviation Investment and Reform Act for the 2151 Century and the Vision 100-Century of Aviation 

Reauthorization Act. The content and filing requirements listed here are mandated by Title VII, section 

703, of the Federal Aviation Reauthorization Act of 1996 (Public Law 101-624).

The purpose of the Eastern Family Assistance Plan is to ensure that in the event of a major accident, 

Eastern is prepared to act in the best interests of survivors, survivor families and/or victim families; to 

respond to survivors, survivor families and victim families with sensitivity, dignity and respect; and to 

respect and be sensitive to the cultural and religious backgrounds of survivors, survivor families and 

victim families.

This plan is part of a larger effort, which includes the United States National Transportation Safety Board 

("NTSB") and other governmental entities, to assist survivors, survivor families and victim families in the 

event of an aviation disaster within the United States or its territories.

Eastern has policies and procedures for affected station(s) emergency operations, headquarter 

emergency operations, as well as accident site emergency operations as set forth in the Eastern 

Emergency Operations Manual.

Assurances

In the event of an accident, Eastern will:

(1) EASTERN AIRLINES WILL PROVIDE A TOLL-FREE TELEPHONE NUMBER FOR FAMILY MEMBERS

Publicize a reliable toll-free telephone number, and will provide staff, to handle calls from the families of 

passengers. A contracted business partner will provide services in support of inbound call center 

requirements.

a) Eastern will immediately notify the business partner and provide toll-free telephone numbers to 

be used.

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b) The business partner will:

• Activate an inbound call center to screen initial inquiries.

• Provide initial notifications to family members of passengers on the affected flight, by 

using either a preliminary passenger list or a confirmed passenger list, if available.

• Gather, compile and provide data to Eastern.

(2) EASTERN’S EMERGENCY RESPONSE TEAM WILL PROVIDE FAMILY MEMBER NOTIFICATION

Implement a process for notifying the families of the passengers, before providing any public notice of 

the names of the passengers, either by utilizing the American Red Cross, the designated independent 

organization outlined in 49 U.S.C. 1136(a) (2), or the services of other suitably trained individuals. A 

contracted business partner will assist.

(3) EASTERN AIRLINES WILL RETAIN NAMES ON MANIFEST COMPUTER DATA BASE SYSTEM 

Provide the notice described in assurance (2) above to the family of a passenger as soon as Eastern has 

verified that the passenger was aboard the affected flight (whether or not the names of all of the 

passengers have been verified) and, to the extent practicable, these notifications will be conducted in 

person.

(4) EASTERN AIRLINES WILL PROVIDE PASSENGER MANIFEST

Provide to the director of family support services (NTSB Office of Transportation Disaster Assistance) 

that is designated for the accident under 49 U.S.C. 1136(a)(1), and the American Red Cross, the 

designated independent organization outlined in 49 U.S.C. 1136(a)(2), immediately upon request, a list 

(which is based on the best available information at the time of the request) of the names of the 

passengers aboard the aircraft (whether or not such names have been verified), and periodically update 

the list.

(5) EASTERN WILL CONSULT REGARDING PERSONAL EFFECTS

Consult with the family of each passenger regarding the disposition of all remains and personal effects 

of the passenger within the control of Eastern. A contracted business partner will provide personal 

effects services described in assurances 5-7.

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(6) EASTERN WILL RETURN ALL PERSONAL EFFECTS REGARDLESS OF CONDITION

Return any possession of a passenger that is within the control of Eastern, to the family of the passenger 

upon request, unless the possession is needed for the accident investigation or any criminal 

investigation. 

(7) EASTERN WILL RETAIN UNCLAIMED PERSONAL EFFECTS

Ensure that any unclaimed possession of a passenger within the control of Eastern will be retained for at 

least 18 months. 

(8) EASTERN WILL CONSULT ABOUT ANY AIRLINE-SPONSORED MONUMENT

Consult with the family of each passenger about the construction of any Eastern-sponsored monument 

to the passengers, including any inscription on the monument.

(9} EASTERN WILL ENSURE EQUIVALENT TREATMENT

Ensure the treatment of families of non-revenue passengers (and any other victim of the accident) will 

be the same as the treatment of the families of revenue passengers.

(10) EASTERN WILL WORK WITH THE AMERICAN RED CROSS

Work with the American Red Cross, the designated independent organization as outlined in 49 U.S.C. 

1136(a) (2), on an ongoing basis to ensure that families of passengers receive an appropriate level of 

services and assistance following an accident.

(11) EASTERN WILL PROVIDE COMPENSATION TO THE AMERICAN RED CROSS

Provide reasonable compensation to the American Red Cross, the designated independent organization 

as outlined in 49 U.S.C. 1136(a) (2), for services provided to or on behalf of Eastern.

(12) EASTERN WILL PROVIDE LOGISTICAL SUPPORT TO FAMILY MEMBERS

Provide assistance to 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.

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(13) EASTERN WILL COMMIT RESOURCES

Commit sufficient resources to carry out this Family Assistance Plan.

(14) EASTERN WILL PROVIDE NOTIFICATIONS BASED UPON PRELIMINARY MANIFEST

Inform the family of a passenger, upon its request, whether the passenger's name appeared on a 

preliminary passenger manifest for the affected flight, whether or not the name of the person has been 

verified.

(15) EASTERN WILL PROVIDE TRAINING FOR EMPLOYEES

Provide training to Eastern employees and agents to increase awareness of and sensitivity to the needs 

of survivors and family members following an accident.

 

(16) EASTERN WILL CONSULT REGARDING CERTAIN ASSISTANCE 

Consult with the NTSB and the U.S. Department of State on the provision of assistance in the event that 

Eastern volunteers assistance to U.S. citizens within the United States with respect to an aircraft 

accident outside the United States involving major loss of life.

(17) EASTERN WILL NOTIFY AFFECTED TO PROPERTY OWNERS

Ensure that in the case of an accident that involves significant damage to a manmade structure or other 

property on the ground that is not government-owned, prompt notice in writing, to the extent 

practicable, is provided directly to the owner of the structure or other property about liability for any 

property damage and means for obtaining compensation. At a minimum, this notification will advise the 

property owner to (i) contact the insurer of the property as the authoritative source for information 

about coverage and compensation; (ii) not rely upon unofficial information offered by Eastern 

representatives about compensation by Eastern for the 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.

(18) EASTERN WILL ENSURE ELECTRONIC TRANSMISSION OF PUBLIC HEARING 

Ensure that in the event the NTSB conducts a public hearing or comparable proceeding at a location 

greater than 80 miles from the accident site, 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 the 

accident flight, if that city is located in the United States.

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