To Whom It May Concern:

Transcription

1 Frontier Airlines, Inc. Frontier Center One 7001 Tower Road Denver. CO i April 5, 2007 Dockets - Dockets OST S87 U.S. Department of Transportation 400 Seventh Street, S.W., Room PL 401 Washington, D.C i, SUBJECT: AMENDED FAMILY ASSISTANCE PLAN To Whom It May Concern: This is to submit an amended Emergency Response and Family Assistance Plan. Vision 1 00-Century of Aviation Reauthorization Act (P.L , 1 17 Stat. 2490, December 12, 2003) amended 49 U.S.C Section (b), to require, among other things, that certificated air carriers resubmit to the Department of Transportation and the National Transportation Safety Board heir respective plans so as io address expanded assurances to meet the needs of families, passengers and others involved in aircraft accidents. Accordingly, on March 10, 2004 Frontier Airlines submitted its revised Plan that provided, in addition to prior commitments, the additional assurances required by P.L The attached amended PIari is herewith submitted so as to update certain administrative information while preserving the commitments and assurances presented in our March 10, 2004 submission. Also attached please find an affirmation of the 24-hour telephone - number for Frontier Airlines operations center (dispatch) and other updated contact information for use in the event of an emergency. Sincerely, Frontier Airlines, Inc. Dennis J. Crabtree Vice President, Aviation Safety and Security Attachments: 2 A whole diwerent animal.*

2 FRONTIER Frontier Airlines Plan for Addressing the Needs Of Passengers, Family Members and Loved Ones Ii-ivolved In an Aviation Disaster Submitted to: The Nationai Transportation Safety Board And The US. Department of Transportation April 5, 2007

3 Table of Contents Introduction... Pre Response Planning... Personnel and Functions... Aviation Safety and Secuirity... Family Assistance Team lieaders and Members... Other Frontier Departmerits and Vendors... Training... Call Centers... Family Assistance Training Exercises and Corporate Drills... Pre-Response Planning with Government Authorities Activating Family Assistance Passenger Identification and Family Notification Passenger Verification... Passenger Manifest to the NTSB... Release of Passenger Information... Badging... Assistance to Passenger ;and Families... Scope of Potential Assistamce... Joint Family Support Operations Center... Personal Effects... Airline Sponsored Monument

4 American Red Cross Department of State Department of Justice Property Damage Public Hearings Cross Reference of Statutory Requirements.... Appendix A Amended

5 Introduction The Aviation Disaster Family Assistance Act of 1996, Pub. L. No , title VII, as amended by the Wendell H. IFord Aviation Investment and Reform Act for the 21 Century (the Ford Act ), Put). L. No , title IV, and the Vision 100 Century of Aviation Re-authorization Act (P.L ,117 STAT.2490, Dec. 12, 2003), requires that air carriers certified by the U.S. Department of Transportation ( DOT or Department ) file with the National Transportation Safety Board ( NTSB ) and the Department a plan for addressing the needs of the families of passengers involved in any aircraft accident involving an aircraft of the air carrier and resulting in a major loss of life. Frontier Airlines integrates fa.mily assistance and our emergency response functions in our Emergency Management Program. We contract with a professional Crisis Management firm, using Behavioral Health professionals, to act as the assistance component of Frontier s Family Assistance Program. In addition, Frontier has an organizational infrastructure supported by well-trained personnel who can meet the needs of survivors and families in a compassionate and professional manner. Frontier will formally activate our Emergency Management Program if one of our aircraft is involved in a mass casualtyifatality accident. At our discretion, we may activate family assistance and/or emergency response components in other situations, particularly those in which persons are hospitalized for serious injuries. Frontier will activate the Emergency Management Program for an accident involving carriers that operate as Frontier JetExpress, and may activate for a code share partner. IJpon activation of the Emergency Management Program, Frontier will deploy personnel with appropriate response sk;iils and resources as well the contracted behavioral health professionals to assist survivors, family members and loved ones. The family assistance component is designed io s~pport and provide for the personal, logistical and communication needs of fartilies and passengers. This support is provided in an atmosphere of dignity and respect for diverse cultural and religious backgrounds. Frontier intends to provide comparable assistance to all survivors and families directly affected by an aircraft accident, including revenue passengers, crewmembers and nonrevenue passengers. Pre-Response Planning Frontier integrates family assistance and emergency response in its planning, simulations, training and exercises. We are constantly reviewing and improving our approach to emergency response family assistance and the various elements of preresponse planning. Personnel and Functions Frontier commits sufficient family assistance resources to meet the family needs of passengers and families. Page 1 Amended

6 Aviation Safety and Security Frontier s Aviation Safety arid Security Department manages the Emergency Response Requirements, including family assistance. This department manages airline-wide responsibilities as well as working closely with various vendors on a continued basis. Personnel from a variety of Frontier operating departments, including Reservations, Flight Operations, Station Operations, In-flight Services and Maintenance are present to coordinate a response to operational concerns. The Vice President of Aviation Safety and Security manages the team and reports directly to the Chief Executive Officer. The Vice President of Aviation Safety and Security oversees all emergency management activities and is supported by coordinators for emergency response and family assistance. In the event of an aircraft accident, the Vice President evaluates the situation and determines which elements of the Emergency Management Program to activate. Frontier will formally activate the emergency response component in response to an incident or accident involving an operating aircraft. When activated, emergency responders will coordinate and share information with the family assistance staff for the duration of the emergency. The Vice President of Aviation Safety and Security decides whether to activate the family assistance component and. in coordination with the NTSB, decides if, when. and!where to establish a Join? Family Support Operations Center (JFSOC). When the Emergency Response P!.an is activated, members of the Go-Team travel io the accident site. The Family Assistance Team Members are assigned to survivors, family members (2nd loved ones of 311 victims, including non-revenue passengers, and crewmembers on the aircraft. The Vice President or his or her designee will be the airline s representative to the Director of Transportation Disaster Services. This individual will travel to various locations, such as accident site, morgue, Joint Family Support Operations Center and family assistance center \ ~ifh the Director of Family Assistance. This designated rndividual will havs the a&or!ty or ready access to those who have sufficient au?hori?y to make decisions on behalf of the airline. Family Assistance Team Leaders and Team Members Upon family assistance activation, contracted Behavioral Health professionals will be deployed to support family members and loved ones. These team members have successfully completed training in family assistance principles and they will perform all family and survivor escort functions, in addition to many administrative functions. Family Assistance Team Leaders are primarily comprised of Frontier employees who have attended a three-day initial class and recurrent annual training. They have been selected for their ability to manage and support Family Assistance Team Members. Each Team Leader will be assigned six to eight Team Members. Other Frontier Departments and Vendors An aircraft accident will require immediate participation by personnel throughout the company working within theiir areas of expertise. Some of the company s departments that support or coordinate faimily assistance include Operations, Corporate Page 2 Amended

7 Communications, Customer Service, Finance, Human Resources and Information Technology. Frontier Airlines realizes that when contracting requirements to vendors, ultimate responsibility continues to lie with the airline; therefore, we work closely with and consistently monitor the performance of our vendors. Training The Ford Act requires US. and foreign air carriers to assure that they will provide adequate training to the employees and agents of the carrier to meet the needs of survivors and family members following an accident. To satisfy this responsibility, Frontier has developed a cuirriculum for initial and recurrent training for all responders and vendors. Call Centers 1. Frontier Station P ersonnel Airline employees at the departure, arrival and connecting stations are very likely to have direct contact with survivors and family members. They are required to 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 shoulc! have airline personnel meet and assist them while on airport grounds. If necessary, Frontier will seek assistance from other carriers. To ensure that these individuals are prepared, Frontier has developed Initial and recurrent tr*iming for station personnel who serve In a customer sordtce position at Frontier stations. These station functions include ticket counter, boarding gates, baggage service, catering and cleaning services. Managers dnd supervisors who have undergone this training will be responsible for ensuring that new employees and contract personnel for whom they are responsible iecwe lrainir?g. Call centers are responsible for three primary roles: a) Activate a toll-free, incoming telephone number for the sole use of inquiring fainily members and loved ones. b) Passenger verification. c) Provide initial information to, and maintain communications with, family members of persons whose names appear on the passenger manifest. Frontier is required by the Ford Act to advise immediate family members that an individual is on the preliminary passenger manifest. Frontier will rely on our contracted Behavioral Health professionals to handle those calls. These professionals will also serve as a family member s primary liaison with Frontier until the passenger verification process is complete and the family is assigned individual family support. Page 3 Amended

8 1. Inbound Call Center Frontier provides training for reservations agents and other personnel who could field incoming telephone calls regarding the accident. This training class is required of all reservation agents at Frontier. This training focuses on the process of directing potential family members or loved ones to the inbound call center. Frontier will activate inbound call centers staffed by contracted Behavioral Health professionals. These call centers will be fully functional within 60 minutes of notificatiori of an accident. Frontier will rely on contracted Behavioral Health professionals to communicate to qualified inquiring individuals the known status of persons involved in the subject accident as it becomes known. While their professional education is excellent preparation for family assistance activities, we ensure they receive additional training on the aviation disaster specific emergency response program. 2. Outbound Call Center Family Assistance Training Frontier arid the Crisis Management contractor will establish and maintain communication throughout the passenger verification process. Upon identification of potential family members, contracted Behavioral Health professionals will place outbound calls io family members.and provide updated information as required. This training employs a c'ornbination of lectures, video clips, workbook exercises snd skills practice. Instructors emphasize that each situation is unique and that Family Assistance Team Leaders and Members will need to adapt the principles they learn to +he specific and individual needs of each sclrvivor or family member. Training provides communication guidelines and skills for working with families. instructors also provide guidelines for relating effectively to distressed individuals. Special emphasis is placed Ion family notification. The program also discusses interaction skills dealing with other parties in the post-accident environment, such as the media, attorneys and insureirs. Finally, the course addresses Family Assistance Leaders and Members own emotional and physical care during activation. It is crucial to maintain his or her emotional stability to be able to provide effective family assistance support. Exercises and Corporate Drills Periodic exercises and drills are essential to ensure effectiveness of our emergency response program and family assistance components. Frontier performs full-scale, company-wide exercises in addition to departmental and individual station exercises. While we require on-duty and off-duty employees to respond to the exercise, we also promote the participation of outside agencies and organizations to develop a realistic setting for role-playing. AI! of these exercises provide Frontier a useful opportunity to reinforce employee knowledge and to evaluate and update programs. Page 4 Amended

9 Pre-Response Planning with Government Authorities Many other federal, state, and local authorities also have important roles in Frontier s Emergency Management Program. Frontier has sought to coordinate its pre-response planning with them. At the Federal level, Frontier has been active in a working group that includes representatives of the Department of Transportation, the Department of Health and Human Services, the Federal Emergency Management Agency, the American Red Cross, the Federal Bureau of Investigation, and Frontier s industry counterparts, to define the respective roles and responsibilities of carriers and various government agencies. Locally, Frontier organizes station emergency response plans in consultation with airport, law enforcement, Airport Rescue Fire Fighters and medical authorities. - Activating Family Assistance Frontier s Vice President of,4viation Safety and Security is responsible for decisions regarding family assistance activation. The following tasks are involved in activating Frontier s family assistance component in response to an aviation disaster: 1. The Frontier station involved will notify Frontier s System Operations Center 2. SOC will gather details about the accident and in coordination with the Vice President of Aviation Safety and Security determine the severity of the accident and the appropriate response. 3. Frontier s automated notification system will begin a series of telephone calls to mobilize personnel identified as members of a Response Go-Team, Family Assistance and headquarter support staff. 4. The Vice President of Aviation Safety and Security (or his or her designee) will notify NTSB s Washington communication center at- nd the appropriate regional headquarters that the accident occurred. The following information will be provided: a) Place of the incident (or general vicinity of incident), the 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 whether the flight was domestic or international. c) Name and telephone number of the person who is in overall charge of the incident site. d) Name, telephone number and location of the hotel that has been designated as the Joint F amity Support Operations Center (JFSOC). Page 5 Amended

10 e) Name and telephone number of the person responsible for the passenger manifest. 9 Name and telephone number for the person responsible for family notification. 5. Frontier will activate a toll-free, public access number and ensure that the contracted Behavioral Health professionals are prepared to receive inquires. Frontier s Corporate Communications Department will be responsible for releasing the telephone number and ensuring its widespread dissemination through the media as quickly as possible. Our Corporate Communications Department will ensure the media notice contains the following information: a) The number should only be used by individuals who have a reason to believe a family member or friend was a passenger on the flight. b) Initial call:; to the Frontier are to provide a point of contact with the airline, provide basic information to the caller, and gather information so Frontier may obtain a point of contact for each passenger. c) A confirmation of Frontier s involvement, flight number, airport of origin, connection and final destination. Frontier Airlines will secure facilities at departure, arrival and connecting airports where family members may be initially gathered to protect them from media and solicitors, 2s well 2s to receive continwus Lipdates C?T! the reconciliation of the passerqer manifest and other information on the accident. Passenger ldentificatiorr and Family Notification Frontier recognizes that the mcess of identifying passengers invoived in an aircraft accident and distributing that information to families, government agencies and the media, requires careful control over information and the timing of its release to various parties. Personnel trained in crisis response will notify family members, personally and privately, that to the best of our knowledge their loved one was on board the aircraft. Passenger Verification A team of Frontier employees, largely part of the Reservation Department, handles the passenger verification function. It operates from dedicated facilities with computer and telephone resources. Contracted Behavioral Health professionals assume a supportive role in the passenger verification process. One of Frontier s first tasks, and one that will occupy substantial resources, will be the verification of passengers actually aboard the flight based on the flight s Passenger Name List ( PNL ). Page 6 Amended

11 The PNL itself often will not provide sufficient detail about passengers for Frontier to initiate family notification and assistance. Frontier and the contracted Behavioral Health professionals will seek to obtain verifying information from a variety of sources. One of the main functions of the call center and passenger verification team is to obtain information from families, colleagues and friends of persons who may have been traveling on the flight. When an inquiry is made about a potential passenger, Frontier representatives trained to handle inbound calls will seek to validate members of the immediate family of persons who appear on the preliminary passenger name list. Information obtained during that initial screening process would be passed to the passenger verification team as warranted. The contracted Behavioral Health professionals who handle cadls from immediate family members identified during this process will seek to obtain as much additional information as possible. All information used to verify passenger identity would be subject to strict handling procedures to ensure confidlentiality. Computerized passenger, crew and aircraft records will be "locked" immediately once Frontier is notified of an aircraft accident. Additional information will be held confidential as it arrives. Release of any information will require the authorization of the Vice President of Aviation Safety and Security. The Family Assistance Legislation states that the NTSB will have primary Federal responsibility for facilitating the recovery and identification of injured passengers and fatalities. Parties other than Frontier, such as local medical examhers or coroners or members f rm the Disaster Mortuary Operational Response Team, will a!ways perform identification of deceased passengers. Frontier will assist and support the organizations performing these tasks, as r:3quested and will coordinate this with the NTSB. Frontier WII! Provide a Copy of the Passenger Manifest to the NTSB Frontier recognizes the importance of providing timely and accurate passenger information to the NiSB. Froritier, thecefore, will provide the NTSB with a passenger [kt that reflects ;he best Information available at the time of the request. The list will be marked "COblFIDENTIAL - DO NOT RELEASE" and will reflect individual passenger verification status. Each copy will be numbered and annotated so it can be distinguished from previous copies. Release of Passenger and Family Member information Frontier's policy is to release information to the media on a specific passenger involved in an aircraft accident only after a reasonable period of time has passed since the passenger's family was notified. Frontier expects to work closely with the NTSB to identify the most appropriate method for disseminating passenger information to the media. Upon initial notification famil3y members will be offered American Red Cross Assistance or an American Red Cross person to talk to. All requests for assistance will be communicated to the American Red Cross. Badging Frontier Airlines has a number of vendors that we would contract with to create and maintain an on-site badging system for family members and responders. Page 7 Amended

12 Assistance to Passengers and Families Once the identity of a passenger or other victim has been verified and his or her family contacted, Frontier s Family Assistance Team Members will provide assistance with support and logistical needs. This includes providing family members a contact person that will be available to meet them as near their home location as possible and accompany them at the accildent location. This person will be responsible for assisting the family while at the location and should continue to be the airline interface with the family until the family returns; to their residence. At that time, the airline may decide to designate a single contact person for all family members. Frontier recognizes that not (all family members will be able to travel to the accident location, therefore, a Family Assistance Team Member will be assigned to family members who do not travel to the accident location. Scope of Potential Assistance In order to ensure Family Assistance is available at all times, Frontier will provide a trained Family Assistance Team Member, who will act as an escort for each passenger or family affected by an aircraft accident. Recognizing that each passenger or family will have unique needs, and to enable them to deal with the circumstances arising from the accident, Frontier Airlines responds lo needs on an individual basis and has not set hard-and-fast rules regarding the type or level of support that a Family Assistance Team Member may offer. Examples of support include: - Security - Food - Clothing - Locating iuggqe - Replace lost personal effects - Hotel Accomrrodations - Air tramportaticn - Ground transportation - Elderly Care - Child care - Pet care Family Assistance Team Members will play the most comprehensive role in supporting families of deceased passengers or other victims. In addition to the types of services discussed above, they will ofer to transport, and often will accompany, these families to the funeral home or memorial services. Family Assistance Team Members will be available to support funeral arrangements and coordinate transportation services for remains, and personal effects. The Family Assistance Team is designed to continue serving families logistical needs as long as reasonably required. Frontier anticipates that it will work actively with the NTSB and the American Red Cross and other designated organizations during the family assistance process. Page 8 Amended

13 The Joint Family Support Operations Center (JFSOC) Frontier will establish at the accident site or other appropriate location, a facility from which Frontier and the NTSB (along with representatives of other appropriate agencies) can operate, and at which decisions will be made. This JFSOC will include appropriate space, communications and logistical support that will facilitate regular interaction, close coordination and joint decision-making concerning diverse aspects of family support. Members of the JFSOC will also review daily activities, resolve problem areas and synchronize future family support operations and activities. Frontier will set up the JFSOC and, as necessary, will make other facilities available in a manner best addressing the needs of families. In addition to a room where NTSB and Frontier decision-makers are located, there will be facilities in the center and or at other locations near the site (such as hotels and hospitals). These facilities will be used for the private gathering of families away from the media, private meetings between families and Family Assistance Team Members, private discussions between families, the NTSB and the DMORT. These facilities could also be used by the medical examiner to inform families when positive identification has been made. Personal Effects Frontier has made arrangements with a professional Disaster Recovery firm to ensure that appropriate steps art3 taker? to deal with passenger s personal effects. Frontrer will comply with the requirement to consult with a passenger s family regarding the disposition of passenger possessions, regardless of condition. Unless needed for the accident investigation or any criminal investigation, unclaimed passcnger possessions :vill be retaired for at least.i f3 mcvths. Airline Sponsored Monument In coordination with NTSB, Frontier wiil consult with passengers and their families, Sefore constrwtien of any monument dcdicated to the passengers involvcd in m zircraft accident. Such consultation will include a discussion of any inscription to be made on the monument. American Red Cross Frontier intends to work on an ongoing basis with the American Red Cross, as the independent organization designated by the NTSB to ensure that the passengers families receive the mental health services they are guaranteed by the Act. In addition to working with the American Red Cross to assist the families, Frontier agrees, upon receipt of itemized expenses and supporting documentation, to reimburse that organization for the reasonable expenses it incurs in fulfilling its responsibilities to victim s families and survivors. Page 9 Amended

14 Department of State Frontier will consult with the Department of State if Frontier provides assistance to United States citizens within the United States with respect to an aircraft accident outside of the United States. This assistance will be consistent with everything identified in this submission. Frontier will also work with the Department of State to identify foreign nationals involved in a United States accident. Department of Justice Frontier will coordinate with the Department of Justice in arranging meetings with family members to explain their rights under the victims of crime legislation, if the crash is declared a crime. Property Damage Should an accident occur which results in property damage to structures that are not government owned, Frontier will provide written notice to the owner regarding liability as soon as possibie. This written notice will advise the property owner to: Public Hearings a) Contact their insurer about coverage and compensation. b) Not to rely on unofficial information given by airlive representatives about comper;sation from Frontier Airlines. c) Advise they obtain photographs and any other means of evidence of damage doce to the property. in the case of an accident in which the National Transportation Safety Board conducts a public hearing or comparabie proceeding at a location greater than 80 miles from the accident site, Frontier Airlines will ensure that 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 flight if that city is located in the United States. Frontier currently has the capabilities of providing this service via web cast. Page 10 Amended

15 Appendix A Cross-Reference of S1:atutory Requirements to Corresponding Sections of Frontier Airlinles Plan - Provisions of 49 U.S.C (b) A plan for publicizing a reliable, toll-free telephone number, and for providing staff, to handle calls from the families of the passengers. Reference: Page 6 - Number 5, Activating Family Assistance A process for notifying the families of the passengers, before providing any public notice of the names of the passengers, either by utilizing the services of the organization designated for the accident under section 1 136(a)(2) of this title or the services of other suitably trained individua.ls. Reference: Page 6 - Passenger Identification and Family Notification Page 7 - Ftelease of Passenger and Family Member Information An assurance that the notice described in paragraph (2) will be provided to the family of a passenger as soon as the air carrier has verified that the passenger was aboard the aircraft (whether or not the names of all of the passengers have been verified) and, to the extent practicable. in person. Reference: Page 6 - Passenger Verification An assurance that the air carrier will provide to the director of family support services designated for the accident under section 1136(a)(l) of this title, and to the organization designated for the accident under section 1 136(a)(2) of this title, 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 will periodically update the list. Reference: Page 7 - Frontier will provide a Copy of the Passenger Manifest to the NTSB An assurance that the family of each passenger will be consulted about the disposition of all remains and personal effects of the passenger within the control of the air carrier. Reference: Page 8 - Scope of Potential Assistance, paragraph 3 Page 9 - Perrsonal Effects An assurance that if requested by the family of a passenger, any possession of the passenger within the control of the air carrier (regardless of its condition) will be returned to the family unless the possession is needed for the accident investigation or any criminal investigation. Reference: Page 9 -Personal Effects An assurance that any unclaimed possession of a passenger within the control of the air carrier will be retained by the air carrier for at least 18 months. Reference: Page 9 - Personal Effects A- 1

16 8. An assurance that the family of each passenger will be consulted about construction by the air carrier of any monument to the passengers, including any inscription on the monument. Reference: Page 9 - Airline Sponsored Monument 9. An assurance that the treatment of the 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. Reference: Page 2- Aviation Safety and Security, paragraph An assurance that the air carrier will work with any organization designated under section 1 136(a)(2) of this title on an ongoing basis to ensure that families of passengers receive an appropriate llevel of services and assistance following each accident. Reference: Page 9 - American Red Cross, paragraph An assurance that the air carrier will provide reasonable compensation to any organization designated under section 1 136(a)(2) of this title for services provided by the organization. Reference: Page 9. American Red Cross, paragraph An assurance that the air carrier will assist the family of a passenger in traveling to the location of the accident and provide for the physical care of the family while rhe family is.staying at such location. Reference: Page 8 - Assistance to Passengers and Families 13. An assurance that the air carrier will commit sufficient resources to carry out the plan. Reference: Page 1 - Introduction Page 1 - Personnel and Functions 14. An assurance that, upon request of the family of a passenger, the air carrier will inform the family of whether the passenger s name appeared on a preliminary passenger manifest for the flight involved in the accident. Reference: Page 3 - Call Centers 15. An assurance that the air carrier will provide adequate training to the employees and agents of the carrier to meet the needs of survivors and family members following an accident. Reference: Page 3- Training 16. An assurance that the ailr carrier, in the event that the air carrier volunteers assistance to United States citizens within the United States with respect to an aircraft outside the the United States involvirig major loss of life, the air carrier will consult with the Board and the Department of State on the provision of the assistance. Reference: Page 10 - Department of State A- 2

17 Amended I- FRONTIER.. Frontier Airlines Contact Information 24-Hour Emergency Number Contact Personnel: Dennis J. Crabtree Vice President, Avration Safety tl Security Joseph J. DesPlairles Director, Business Coritiriiity & Emergency Response Norm Dawkin Director, Aviation Safety & Security Jenny Meister Manager, Emergency Response