# FAMILY ASSISTANCE PL AN

JULY 1 8 , 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 Unit ed 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.



### Assura nces

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.

1 | Pageb) 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.

• Gathe r, 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, eith er 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 t he 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)
tha t 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 tim e 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.

2 | Page(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 WI LL RETAIN UNCLAIMED PERSONAL EFFECTS

Ensure that an y 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

Con sult with the family of each passenger about the construction of any Eastern

- spo nsored monument to the passengers, including any inscription on the monument.

(9} EAS TERN 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 Cro ss, 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 LOGI STICAL 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.

3 | Page(13) EASTERN WILL COMMIT R ESOURCES

Commit sufficient resources to carry out this Family Assistance Plan.

(14) EASTERN WILL PR OVIDE 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
verifi ed.

(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 Unite d Stat es involving major loss of life.

(17) EASTERN WILL NOTIFY AFFECTED TO PROPERTY OWNERS

Ens ure 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

- own ed, 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 propert y 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) EAS TERN WILL ENSURE ELECTRONIC TRANSMISSION OF PUBLIC HEARIN G

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.

4 | Page