SllUTTLF /\:\'11:f\IC;\

Ju!y 19, 2013

Dockets- Dockets OST 96-1960

US, Department of T,ansportation

400 Seventh Street S.w. Room PL 401

Washington. DC 20590

RE: Plan to Address the Needs of Families of Passer-gers Involved in Aircraft Accidents - Submission for

Shuttie America Corporation

To whom it may concern:

This purpose of this letter Is to inform you that effective Juiy 26,2013 ail charter flights under the

operational control of Shuttle America Co'poration will be covered, as outlined. in the attached plan. The

procedures comp,ly with the requirements of the Aviation Disaster Famiiy Assistance Act of :996, as weil

as the requirements specified in Vision 100.

Should you have questions. please feel free to contact,

EDoiinar@rjel.com

Sincerely.

!

Ellen Dolinar

Senior Manager, Corporate Safety

Ene.

8909 Purdue Road, indianapolis, Indiana 46268.
July 18, 2013

.(,

SHUTTLE AMERICA

A REPUBLIC AIRWAYS COMPANY

i-~

Plan for Addressing the Needs Of

Victims, Family Members and Loved Ones

Involved In an Aviation Disaster

Submitted July 19, 2013

Submitted to:

The National Transportation Safety Board

and

The U.S. Department of Transportation

1 of 7
Ju!y 18.2013

SIIUTTIF AIVlHnC!~ , .

Shuttle America Contact Information

24-Hour Emergency Number

Contact Personnel:

Michael Lachner

Director of Safety

Ellen Dolinar'

Senior Manager, Corporate Safety

2 of."
Fulfillment of Airline Victim Support Tasks - Shuttle America

Empathia on

Tasks Shuttle America behalf of Shuttle

America

(1) Notify the NTSB communications center at (202) 314-6290 immediately upon ./

knowledge of an Incident. Provide:

a) Place of Incident (or general vicinity of Incident), number of passengers and crew ./

based on preliminary departure information and number of injured and fatalities (if ./

known).

b) Flight number, origination, connection points and final destination (if known), and ./ *Empathia

whether the flight was domestic or international. Specialists, trained

mental health

c) Name and telephone number of the person/persons in charge of the air carrier's professionals,

humanitarian response, passenger manifest reconciliation, and family notification

'" conduct family

notification via

process'. Disaster Gall Gtr and

d) Name, telephone number and location of the facility designated as the Family

in-person at Airport

on behalf of Republic

Assistance Genter (FAG) and JFSOC.

'"

(2) Provide the NTSB, upon request, the most current reconciled copy of the passenger

manifest, numbering /annotating each with date and time so that current version is

'"

distinguishable from previous copies.

(3) Provide the public a reliable publicized toll-free number with sufficient telephone

'" '"

capacity. Release to Media Maintained

bv Emnathia

(4) When disseminating the toll-free number, ask the media to request that the toll-free

number be used only by those who have reason to believe a family member or friend

'"

was a passenger on the accident flight.

(5) Emphasize in the media notice that, upon initial contact with the air carrier, family

members will receive basic accident flight and point of contact information as the first

'"

steps of air carrier humanitarian support.

July 18. 2013 3 of 7
Empathia on

Tasks Shuttle America behalf of Shuttle

America

(6) Ask the media to reemphasize the name of the carrier's involved, the accident flight

number, airport of origination, connection, and final destination. ./'

(7) Provide the media with continuous updates on the progress of the notification process,

such as providing the number of victims' families notified as of a certain time and the ./ ./

remaining to be notified. This process will continue until all victims' families have been Data provided to

notified. Republic by

Empathia Disaster

Resnonse Call Ctr

(8) Modify normal "on hold" messages during an accident response to eliminate music,

sales information, and similar non-accident related messages. ./'

(9) Provide timely notification to family members, inciudinginforming the family if the ./

passenger's name appears on a preliminary manifest. Updated information will be Notification

provided as soon as available. Performed by

Specialists

(10) Provide notification to family members prior to releasing passenger names to the .r

public. Notification

Performed by

Call Ctr Snecialists

(11 ) Inform family members at the time of notification or soon thereafter of the American ./

Red Cross family care and crisis assistance available at the FAC and after families Performed by

return home. Call Ctr Specialists

(12) Secure facilities at departure, arrival, and connecting airports where family members

may be initially gathered to protect them from media and solicitors, as well as to ./

receive continuous updates on the reconciliation of the passenger manifest and other Staffed by Airport

information on the Incident. Be prepared to provide assistance to special needs ./ Family Waiting Area

populations per the American Disability Act (ADA). Inform families that their loved Specialists

ones were on board the plan that crashed.

(13) Secure a facility to be used as the FAC. ./

July 18, 2013 4of7
Empathia on

Tasks Shuttle America behalf of Shuttle

America

(14) Make provisions for a JFSOC to include space, communication and logistical support ./

for the assisting local and Federal staff. ./ Logistical

assistance

(15) Provide logistical support to family members who desire to travel to the Incident site ./

(or to a hospital location), which includes. but is not limited to, transportation, lodging, ./ Coordinated by

security, communications, and incidentals. Specialists

(16) Assist family members as they travel to and from the Incident site by informing flight

crews and airport personnel that family members are on particular flights. Assist

families as they depart the accident city and provide a contact person who will ./

continue to be the air carrier's interface following their return to their residence.

(17) Provide a contact person to meet family members as they arrive and accompany ./

them at the Incident site. This person will be responsible for assisting the family while FAC Specialists;

at the site and should continue to be the airline interface with the family until the Call Ctr to remain

family returns to their residence. operational for a

period afterwards as

directed bv Renublic

(18) Maintain daily contact with family members who do not travel to the Incident site by ./

providing a contact person from the air carrier until the on-site investigation has ./ Call etr Specialists:

concluded. then transition to

Airline

(19) Designate and deploy an individual who will be the airline's representative to the

Director of TDA. This individual will travel to various locations, such as accident site,

morgue, JFSOC, and Family Assistance Center with the Director of TDA. The ./

designated individual should have the authority or ready Access to those who have

sufficient authority to make decisions on behalf of the airline.

(20) Establish an exclusive badge system to identify family members: coordinate with the ./ ./

NTSB as necessary on specifications. (Supplier: Global BMS) Operational

assistance

July lB. 2013 5017
Empathia on

Tasks Shuttle America behalf of Shuttle

America

,( ,(

(21) Participate in daily coordination meetings to review daily activities, resolve problem

areas and synchronize future family support operations and activities.

(22) Make provisions for private areas within the hotel for DMORT and medical examiner

personnel to collect ante mortem information from families at the site. ,(

Also provide quiet space and communications for DMORT and medical examiner ,( Logistical

personnel to telephonically collect ante mortem information from families who are assistance

not at the FAC.

(23) Be aware that crisis counseling and DMORT facilities are also used as venues to

inform families when positive identification has been made. ,( ,(

(24) Provide DOS representative necessary information on foreign passengers to ,(

facilitate interaction with appropriate foreign government embassies. ,( CallCtr collects

citizenshipinfo

(25) Establish ajoint liaison with ARC at each supporting medical treatment facility to

track the status of injured victims and to provide assistance to their families. ,( ,(

FACSpecialists

(26) Develop procedures for handling of personal effects released by the NTSB or the

FBI if the aviation disaster is declared a criminal act. Retain for at least 18 months. ,(

(27) Consult with family members about any airline-sponsored monument, including any

inscriptions. ,(

(28) As required by the Aviation Disaster Family Assistance Act of 1996, provide

reasonable reimbursement to the ARC for the services provided to the family,

airline, and Supporting personnel. ,(

(29) Provide the same support and treatment of families of non-revenue passengers or

any other victim of the accident (for instance, ground fatalities) as is provided for

revenue oassenaers.

,(

July 18, 2013 60f7
Empathia on

Tasks Shuttle America behalf of Shuttle

America

.r

(30) In the event that the NTSB conducts a public hearing or comparable proceeding at

a location more than 80 miles from the accident site, ensure that a simultaneous

transmission of the proceeding is made available to family members at a location .r

open to the public at both the origin city and destination city of the accident flight.

(31 ) In the event of an accident involving major loss of life that occurs outside the United

States, and the air carrier volunteers assistance to US citizens within the United

States, the air carrier will consult with the Board and the Department of State on the .r

provision of the assistance (as per AIR21 legislation)

(32) In the event that the investigation determines that the accident is the result of a

criminal act, coordinate with the FBI OVA in arranging meetings with family

members to explain their rights as v.ictims of a Federal crime. .r .r

July 18, 2013 7017