AIR EUROPA LINEAS AEREAS, S.A.U. Plan for addressing the needs of the families of passengers involved in an aircraft accident Submitted to The U.S. Department of Transportation (DOT) and The National Transportation Safety Board (NTSB) (Amended Plan - April 2014)
LVAirEuropa INTRODUCTION Pursuant to the amendment to Chapter 413 of title 49, United States Code, requiring the National Transportation Safety Board to address and individual foreign air carriers to present a Family Assistance Plan in accordance with the requirement of the Foreign Air Carrier Family Support Act of 1997 CAct"), the enclosed plan describes the policies and procedures Air Europa Lineas Aereas S.A.U ("Air Europa" or the "Airline") shall apply in the provision of assistance to victims and next-of-kin in the event of a disaster involving an aircraft operated by the Airline. Air Europa respectfully submits its plan for easing the burden on families and victims following an aircraft disaster, for the approval of the U.S. Department of Transportation and the National Transportation Safety Board, and integrates this plan into Air Europa's Emergency Procedures Manual. The Airline will utilize the assistance of those organizations already available in the United States and in possession of an integrated infrastructure, in providing additional humanitarian assistance in the event such a response should be required. As used in this Plan, the term "passenger" includes any person aboard an aircraft without regards to whether the person paid for transportation, occupied a seat, or held a reservation for the flight, as well as all air carrier employees aboard the aircraft. PUBLIC INQUIRES AND NOTIFICATIONS TO THE PASSENGERS' FAMILIES (GENERAL) The Airline will activate a Telephone Information Center (TIC) at its Spanish Headquarters in Palma de Mallorca to act as a central passenger and crew information coordination point and a public telephone enquiry center in the event of an accident involving the Airline. The TIC will be responsible for communications between the Airline and the families will handle all calls and requests for information received from them, and will coordinate provision of required assistance. The TIC will have a toll-free telephone number which will be given to the media for publication as soon as the TIC is manned and operational. Such centre will be manned by individuals specially trained to handle calls from the families of passengers involved in an accident. Calls received from the general public or the news media will be referred to a different telephone number that will be made available for such purpose.
The TIC will establish liaison with the Family Assistance Coordinator (who will be in the accident site) who will establish contact with the families, hospital, mortuaries and airport authorities. Following activation of the first TIC team, subsequent teams will provide 24-hour-a-day coverage, for as long as reasonably necessary. If the accident occurs in Spain, the Command Centre of the Proteccion Civil (Civil Protection) will assist and coordinate the collection and dissemination of information relating to passengers and crew and will arrange for the families resident in Spain to be advised as quickly as possible upon confirmation of the injury or death of a passenger or crew member. The Airline will have the option of providing a representative to accompany Police Officers when notifying families in person, which will be done to the extent practicable. However, if notification will thereby be delayed, careful consideration will be given before exercising this option. If the accident occurs outside Spain, the Airline may avail itself of an organization with similar responsibilities (for example, a Police Casualty Bureau) which may assist with the emergency procedures. Any release of information to the public or the media generated from the TIC will be subject to prior authorization by the Airline's accident coordinator or by other properly authorized official and its Public Relations Officer. NOTIFICATIONS TO THE PASSENGERS' FAMILIES (SPECIFIC) Forthwith upon the occurrence of an incident involving an aircraft under the control of Air Europa and resulting in a major loss of life, all efforts will be placed in the establishment of a complete accurate list of the passengers and crew on board the flight. The process will involve reconciliation of the Airline's central, computerized passenger records with the ticket coupons, boarding passes and other data collected or generated at the departure airport of the flight. Once the names reconciliation has been completed and a passenger list generated, the family contact process will be initiated. Such notifications to families will take place without delay and prior to any public notice or release of names information to the media. Every effort will be made to notify individual families as and when verification of the respective passenger's presence on the flight occurs rather than awaiting 2
completion of all verifications. Verifications processes will continues as necessary until complete assurance has been obtained of the accuracy of the names of all persons aboard the t1ight. Suitable trained individuals from the Airline's own staff, the Red Cross (with whom we have a written agreement), Kenyon (with whom we have also a written agreement), Protecci6n Civil authorities if in Spain, and from the handling agent or the code sharing partners' specialized organization, if abroad, will provide in person notification to the families except where such in person is impractical. If requested, the Airline will immediately provide the NTSB director of family support services and other officially designated organization, a copy of the initial and all updates of the passenger list. Under no circumstances will the names of passengers on board be publicly released until the respective family has first been notified, unless otherwise directed by the NTSB. DISPOSITION OF REMAINS AND PERSONAL EFFECTS The Airline will solicit and honor the family's wishes with respect to the disposition of all remains and personal effects of the passenger under the Airline's control, and will comply with the authorities' decisions advising the families in such regard. Disposition of unidentifiable remains shall be the responsibility of the local medical examiner, coroner or other official party. For personal effects within the control of Air Europa (whether released to Air Europa by the NTSB Investigator-in-Charge or otherwise) which have been identified as property of a passenger, the Airline will inventory all items and their condition and report them to the passenger's family for disposition, following the families' directions as to the return of such items or any other disposition they might wish to undertake, unless the possession is needed for the accident investigation or any criminal investigation. The foregoing procedure shall apply irrespective of the condition of the property. The Airline will comply with the procedures and corresponding protocols pursuant to any applicable international treaties and conventions pertaining to the return of human remains and/or personal property of passengers and/or crew. Once the possessions associated with specific passengers have been returned to their respective families, all remaining unclaimed possessions, which have been released to 3
$AirEuropa the Airline, will be retained under its control for no less than 18 months after the date of the accident. MOl\TUMENTS If the families express a desire for a monument at the accident site, Air Europa will consult with the family of each customer about its construction, including any inscription on the monument. Any comments or requests received from each family will be given the most careful and sympathetic consideration by the Airline in an effort to reach agreement as to the construction of the monument. Should it prove impossible to reach a unanimous agreement or other consensus with the families as to the form and inscription of the monument, the Airline will endeavour to honor an individual family's wishes to the greatest extent feasible. UNIFORM PROVISION OF ASSISTANCE TO NON-REVENUE PASSENGER FAMILIES The Airline will provide assistance to and treatment of all passenger and crew families, including non-revenue passenger families, on an equal basis, to the fullest extent permitted by applicable law. RELATIONSHIP WITH THE NTSB DESIGNATED ORGANIZATION The Airline will assure that the appropriate level of emotional care and support to passengers' families' following an aviation disaster is furnished and that the families received the appropriate level of services and assistance. Subject to the provisions of the "Compensation to the Organization" section below, the Airline will provide reasonable compensation to any other entity with which the Airline establishes a family assistance agreement. 4
LVAirEuropa COMPENSATION TO THE ORGANIZATION The Airline will request a plan of tasks and anticipated expenses of the designated service organization's full employment. Upon receipt of itemized expenses and supporting documentation from the organization, the Airline will reimburse such organization for the reasonable expenses it incurs in providing services and assistance to victims families and survivors. The designated organization will be required to consult with the Airline as costs are incurred or in the event the plan of tasks materially changes or unanticipated expenses are to be incurred. FAMILY TRAVEL TO ACCIDENT SITE The TIC will arrange for the family of a customer to travel to the location of the accident if they so desire. Once at the location, specific Air Europa volunteer will be assigned and dedicated to each family to coordinate such things as accommodations, ground transportation, communications, the purchase of personal incidentals, and visiting survivors in the hospital. The Airline will provide for the families' physical care and accommodations, in travelling to and while at the location of the accident. This includes visiting the accident site if desired. The Airline will work with the authorities responsible for site security to arrange family visits, including requests for visas ifnecessary. SUFFICIENT RESOURCES The Airline is committed to devoting sufficient resources to carry out this plan. The airline will make available its own level of resources, mobilize its trained employees, and utilize its best efforts and dedication in providing affected families with required assistance in the event the accident should take place in Spain, and will assure that same level of assistance is provided in case an accident should occur on foreign soil. The Airline will cooperate on a continual basis with the organization designated to assure that families receive an appropriate level of services and assistance. In particular, in undertaking to render assistance to United States citizens within the United States in respect of an accident outside the United States involving major loss of life, the Airline will consult with the NTSB and the u.s. Department of State on the provision of assistance. 5
LVAirEuropa Should an accident occur in the United States, the Airline will seek the cooperation of its code-sharing partner and has a written agreement with a service organization available in the United States. Air Europa will implement the assistance and coordination of its office in New York to assure that all needs and requirements of the passengers' families are fulfilled, sending trained stafffrom its Spanish Headquarters to ser to the completion of all aspects of the fam [ly assistance plan. In the event of any accident or emergenc the Airline's overall response will be coordinated by its Crisis Control Center (C C) located at the Airline's Headquarter premises in Llucmajor-Balearic Islands-Spai. The Handling Agent at the nearest online airport will be required to establish a Local Information and Control Center through which all local action will be coordinated in cooperation with any assisting company. I Kenyon International Emergency Services, a company based in Houston, Texas, with which the Airline maintains an agreement for the provision of aircraft disaster management, the Family Assistance and also the recovery, identification and disposition of human remains and the recovery and disposition of personal and other effects on behalf of the families. Air Europa also maintains an agreement with the Red Cross in Spain for the psychologist support in the family assistance if the accident occurs in Spain. Ifthe event occurs out of Spain, the Red Cross will also give the support but with the available team to travel. The Spanish Red Cross will contact the Red Cross of the Country of the accident to ask for help for them and the Airline. The Airline hereby gives assurance of its commitment to provide adequate training to its employees and agents to meet the needs of survivors and family members following an accident. Periodic drills of Air Europa's comprehensive emergency response plan are conducted in cooperation with regular airport drills. CARE TEAM A special team of organized and trained volunteers has been established to enhance face to face communication between Air Europa and the families affected. 6
$AirEuropa NOTICE CONCERNING LIABILITY FOR MAN-MADE STRUCTURES In case of an accident that results in significant damage to a man-made structure or other property on the ground that is not government owned, the Airline will promptly provide notice, in writing, to the extent practicable, directly to the owner of the structure or the property about liability for any property damage and means for obtaining compensation. This written notice will advise the owner to contact the insurer of the property as the authoritative source for information about coverage and compensation; will not rely on unofficial information offered by the Airline representatives about compensation by the airline for accident-site property damage and will 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. SIMULATENEOUS ELECTRONIC TRANSMISSION OF NTSB HEARING In the case of an accident in which the National Transportation Safety Board conducts a public hearing or comparable proceedings at a location greater than 80 miles from the accident site, the Airline will ensure that the proceedings is made available simultaneously by electronic means at a location open to the public at both the origin city and the destination city of the air carrier's flight if that city is located in the United States. Air Europa will have the press releases in the web site of the airline and will send to the email address, provide by the NTSB, all the information regarding the accident. 7
EMERGENCY CONTACTS In the event of an accident occurring within the United States, the Airline will provide the National Transportation Safety Board with the telephone number for its Crisis Control Center (CCC) and the Telephone Information Center (TIC) in Spain ant the contacts for its representations in New York as well as all coordinates of assistance agencies. The Airline's CCC and TIC in Spain will be activated 24 hours a day. Cnrrent emergency contact numbers as follows: Phone e-mail 8