egyptair emergency response plan erpfltops.egyptair.com/documents/operations/erpaug-2014 rev2 -...

EGYPTAIR

EMERGENCY RESPONSE PLAN

ERP

Edition .3

Rev.2

Aug 2014

IOCC

Emergency Response Plan- ERP EMERGENCY ADM.

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---------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.0 Control Page

May 2012

Control Page

Edition.3- Rev.2 Aug. 2014

Name/ Position Signature

Prepared ,Modified By Magdy Abd El- Latif

Crises Management. Manager

Revision Assistance Hassan Refaee

Salah Abbas

Walid Mofeed

Under Supervision of Captain Mohamed Elian

G.M IOCC

Captain Basel Lotfy

Deputy G.M IOCC

Reviewed By Captain .Mohamed Elshorbagy

G.M Safety and Quality

Approved By

Captain. Hisham Elnahas

Chairman &C.E.O EGYPTAIR

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---------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 0-1 Aug 2014

Revision record

Revision and Amendments of this manual will be issued at irregular intervals

Issue No. Revision No. Issue Date Effective Date

Inserted By

Edition 3 May2012 May2012 Magdy

Revision 0 May2012 May2012 Magdy

Revision 1 Aug 2012 Aug 2012 Magdy

Revision 2 Aug 2014 Aug 2014 Magdy

Retain this sheet until replaced with new issue

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---------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 0-2 Aug 2014

Revision Highlights

Edition 3 of ERP is a complete reissue of the whole manual due to:

1-Change of Header and Footer

2-Complete modification of Chapters

3-Edition 3 Rev.2 modification of Header and footer

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Contents

Chapter/Items Subject Page

Control page

Ch-0Revision Record

Revision High lights 0-2

Contents 0-3

List of Effective pages 0-14

Distribution List 0-17

CH-1 General

1 Introduction 1-1

1.1 General instructions 1-2

1.2 Emergency Response Center ERC Equipment and facilities 1-3

1.3 Emergency Response Center ERC Equipment Checklist 1-3

1.4 Definitions 1-4

CH-2-Organizational Chart

2.1 Organization Chart 2-1

2.2 Emergency Organization Chart and Reporting 2-2

2.3 Emergency Response Center Contacts 2-3

2.3.1 Star Alliance Emergency Contacts 2-3

CH-3 IOCC Response

3.1 General Instructions 3-1

3.2 IOCC Emergency Response 3-2

3.3 IOCC Manager-on-Duty Duties/Responsibilities 3-3

3.3.1 Manager-on-Duty (MOD) Emergency checklist 3-4

3.3.2 Duty manager Immediate Emergency Response flow chart 3-6

3.4 Time Event Log 3-7

3.5 Notification Report (Accident/ Emergency Report) 3-8

3.6 Statements & Advisory 3-9

3.7 Roles in accordance with Cairo Airport Emergency Operation Center 3-10

3-7-1 aircraft accident adjacent to the airport boundaries, or within the vicinity of the airport: 3-10

3.7.2 Aircraft accident on Cairo airport 3-11

3-7-3 Aircraft incidents on ground 3-11

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3-7-4 Aircraft in-flight incident: 3-12

3-7-5 Natural Disaster: 3-13

3-7-6 Structural Fires 3-14

3-7-7 Dangerous goods 3-15

3-7-8 Medical Emergencies 3-16

3-7-9 Sabotage including bomb threat: 3-17

3-7-10 Hijack or Unlawful Seizure 3-18

CH-4 ERC Response

4 Emergency Response Center (ERC) Duties & Responsibilities: 4-1

4.1 Crises Management Manager 4-2

4.1.1 Crises Management Manager Checklist 4-2

4.2 Emergency Response Center (ERC) Support Team 4-3

4.2.1 Emergency Response Center (ERC) Support Team checklist: - 4-3

4.3 Emergency Response Center Access 4-4

4.4 Emergency Response Team (ERT) Formation: 4-4

4.4.1 Emergency Response Team- Emergency Director 4-5

4.4.1.1 Emergency Director in charge Check List: 4-6

4.4.1.2 Sample Statement 4-7

4.4.1.3 Sample Holding Statements Code share-Ticket Holders Onboard 4-9

4.4.2 Emergency Response team Station Representative 4-13

4.4.2.1 Home Base Emergency Response Team Station Representative Checklist 4-13

4.4.2.2 Star Alliance Emergency Passenger Manifest Information: 4-14

4.4.3 Emergency Response Team- Flight Operation Representative in ERC 4-15

4.4.3.1 Emergency Response Team -Flight Operation Representative Checklist: 4-15

4.4.3.2 Emergency Response Team Cockpit Crew Representative Checklist: 4-17

4.4.4 Emergency Response team Cabin Crew Representative 4-18

4.4.4.1 Emergency Response Team Cabin Crew Representative Checklist: 4-18

4.4.5 Emergency Response Team- Maintenance Division Representative in ERC 4-19

4.4.5.1 Emergency Response Team -Maintenance Division Representative Checklist 4-19

4.4.6 Emergency Response Team - Public Relations Representative in ERC 4-21

4.4.6.1 Emergency Response Team Corporate Public Relations Representative Checklist: 4-21

4.4.6.2 Star Alliance FAMILY INQUIRY REPORT (form-1) 4-22

4.4.7 Emergency Response Team -Corporate Security Representative in ERC 4-24

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4.4.7.1 Emergency Response Team -Corporate Security Coordinator Check list: 4-24

4.4.7.2 Post accident Security Guidelines at home base Check list 4-25

4.4.8 Emergency Response team- Corporate Insurance Representative in ERC 4-26

4.4.8.1 Emergency Response team -Corporate Insurance Representative Checklist 4-26

4.4.9 Emergency Response team -Cargo Representative. 4-27

4.4.9.1 Emergency Response team- Cargo Representative Checklist 4-27

4.4.10 Emergency Response team -Corporate Safety Representative. 4-28

4.4.10.1 Emergency Response team -Corporate Safety Representative Checklist. 4-28

4.4.11 Emergency Response team -finance &human resources Representative 4-29

4.4.11.1 Emergency Response team -finance &human resources Representative checklist 4-29

4.4.12 Emergency Response team- legal Representative in ERC 4-30

4.4.12.1 Emergency Response team -legal Representative in ERC checklist 4-30

4.4.13 Emergency Response team -Medical -Representative 4-31

4.4.13.1 Emergency Response team -Medical – Representative checklist 4-31

4.4.14 Emergency Response team -Ground Service Representative 4-32

4.4.14.1 Emergency Response team -Ground Service Representative checklist 4-32

4.4.15 Emergency Response- team E-Commerce 4-33

4.5 Post Emergency Organization 4-33

4.5.1 Post Emergency Management Delegate 4-33

4.5.2 Importance of Record Keeping 4-33

4.6 Field team(Go Team) Formation 4-34

4.7 Guidelines for writing summary reports 4-35

4.8 Field team Names and contact information(form-4) 4-36

4.9 Special Assistance Team contact information 4-36

4.9.1 Special Assistance Team names from EGYPTAIR MSO/IOCC- F-05

4.9.2 Special Assistance Team names from Other agencies and/or volunteers MSO/IOCC- F-06 4-36

4.10 Local Command team MSO/IOCC- F-07 4-36

CH-5 Station Response

5 Local Emergency Plan Template 5-1

5.1 General 5-1

5.1.1 General Directions for station Managers 5-2

5.1.2 Responsibilities of country or local Sales managers 5-2

5.1.3 Coordination with Airport emergency authorities 5-3

5.1.4 The Air line Representative Duties 5-3

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5.1.5 Out stations Crises Teams 5-4

5.2 Initial Incident/accident Notification Briefing Report MSO/IOCC- F-08 5-5

5.3 Load Status Summary report MSO/IOCC- F-09 5-6

5.4 Time Event Log MSO/IOCC- F-01 5-7

5.5 Local Emergency Procedures – Location Log MSO/IOCC- F-10 5-8

5.6 Local Central Command Post Duties 5-9

5.6.1 General procedures 5-9

5.7 Station Manager (Local Local Emergency Director) 5-10

5.7.1 Station Manager (Local Local Emergency Director )checklist 5-11

5.8 Station or Ramp/manager(the assistant To the local Emergency Director) 5-14

5.9 Local Command Team- Maintenance Manager 5-16

5.9.1 Maintenance Manager checklist 5-16

5.10 Local Command team -Facilities Manager 5-17

5.10.1 Facilities Manager Checklist: 5.10.1

5.11 Area Manager Security 5-18

5.11.1 Area Security Manager Checklist 5-18

5.12 Nearest Station Manager /Handling Agent Manager 5-19

5.12.1 Nearest Station Manager /Handling Agent Manager Checklist: - 5-20

5.13 Checklist for planned stations of arrival 5-22

5.14 Aviation disaster to Star Alliance member 5-23

5.15 Checklist of Local Media Spokes Representative 5-24

5.16 Basic Media Statement 5-25

CH-6 Site Team Response

6.1 Site Team Duties &Responsibilities 6-1

6.1.1 General Procedures 6-1

6.1.2 Emergency Kit 6-2

6.2 First to Scene- Airline Field Representative 6-3

6.2.1 First to Scene- Airline Field Representative Checklist 6-4

6.3 Passenger Services Supervisor 6-6

6.3.1 Passenger Services Supervisor checklist 6-7

6.3.2 Passenger Information Form 6-8

6.4 Cargo Supervisor 6-9

6.4.1 Cargo Supervisor checklist 6-9

6.5 Maintenance Manager 6-10

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6.5.1 Manager Maintenance checklist 6-10

6.6 Maintenance supervisor duties 6-12

6.6.1 Maintenance supervisor checklist 6-12

CH-7 Airport Terminal Group Response

7.1 General Procedures 7-1

7.2 Passenger Service Manager 7-2

7.2.1 Passenger Service Manager Checklist 7-2

7.3 Ramp / Cabin Services Supervisor 7-3

7.3.1 Ramp / Cabin Services Supervisor checklist 7-3

7.4 Ramp / Cargo Manager 7-4

7.4.1 Ramp / Cargo Manager Checklist 7-4

CH-8 Sabotage and Hijacking Threats

8.1 Sabotage Threats 8-1

8.1.1 Basic Questions 8-1

8.1.2 General Main Steps followed for any Sabotage Threats checklist 8-2

8.1.3 Sabotage Checklist 8-3

8.1.4 Sabotage including bomb threat 8-5

8.1.5 Sabotage Threats Aircraft airborne 8-6

8.1.6 Physical Searc: 8-7

8.2 Aircraft Hijacking 8-8

8.2.1 Procedures – Hijacked aircraft 8-8

8.2.2 Notification 8-8

8.2.3 IOCC Rules 8-8

8.2.4 Communication 8-8

8.2.5 Local Command Center in case of hijacking situation 8-9

8.2.6 Hijack or unlawful seizure in Cairo Airport 8-10

8.2.7 Bomb Threat sabotage Checklist 8-11

CH-9 Emergency Communication

9 Corporate communication Department 9-1

9.1 Duties And Responsibilities of Corporate communication Department 9-1

9.2 Local Media Spokes Representative 9-2

9.3 Publicity & Information Goal 9-2

9.4 Types of Media 9-2

9.5 Back Ground Information 9-3

9.6 Publicity & Information Priorities 9-4

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9.7 Publicity & Information Strategy 9-4

9.8 Publicity & Information Tactics 9-4

9.9 Public Relation checklist 9-5

9.10 Giving a Television Interview checklist 9-6

9.11 News Conference checklist 9-8

9.12 Publicity & Information Do’s and Don’ts 9-9

9.12.1 Publicity & Information Do’s 9-9

9.12.2 Publicity & Information Don’t 9-10

9.13 Use of website 9-11

9.13.1 Checklist of home base E-c 9-11

9.14.1 Media Center 9-12

9.14.2 Telephone Enquiry Center TEC 9-12

9.14.3 Helpful information regarding telephone conduct for TEC staff 9-13

9.15 E-Commerce Representative checklist in ERC in Case Star Alliance member in an Emergency 9-14

9.16 Home-based and requesting Airlines Duties and Responsibilities: 9-15

9.17 STAR ALLIANCE Website 9-16

9.17.1 Sample Holding Statements 9-16

9.18 Model Aircraft accident web site 9-17

9.19 Star Alliance Teleconference procedures 9-18

9.19.1 First teleconference: Agenda 9-19

9.19.2 Subsequent Teleconferences 9-20

9.20 Use of Websites 9-20

9.20.1 Suggested Contents 9-20

9.21 Activation Guidelines and Linking 9-21

9.22 Telephone Enquiry Center 9-21

9.22.1 Telephone Enquiry Center Coordination 9-22

9.22.2 Activation of the Telephone Enquiry Center by Operating Carrier 9-22

9.22.3 Activation of the Telephone Enquiry Center by Assisting Carrier 9-22

9.23 Collection of Information 9-22

9.23.1 Transmission of Information 9-23

9.23.2 Notification of Families 9-23

9.24 Publicity & Information and EGYPTAIR Communication Management Dept. Contacts 9-24

9.25 Call Center 9-24

CH-10 Reciprocal Contingency Services (RCS)

10 Introduction 10-1

10.1 Aim 10-1

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10.2 Terms of Reference To R: 10-2

10.3 10.3 Basic Principles 10-6

10.4 Emergency Response – General 10-6

10.4.1 Occurrence Notification 10-7

10.4.1.1 Notification Report 10-7

10.5 Crisis Centre Activation 10-7

10.5.1 Operating Carrier 10-7

10.5.2 Assisting Carriers 10-7

10.5.3 Other Star Alliance Members 10-8

10.5.4 Exchange of Liaison Representatives 10-8

10.5.5 Interface with Government Agencies 10-8

10.5.6 Costs of a Response 10-8

10.6 Aviation Disaster 10-8

10.6.1 Response to an Aviation Disaster 10-8

10.6.2 Roles and Responsibilities 10-9

10.6.3 Corporate Response 10-9

10.7 Assisting Carrier Response 10-9

10.7.1 Activation of the Assisting Carrier 10-10

10.7.2 Initial Response Requirements 10-10

10.7.3 Aircraft 10-10

10.7.4 Staffing Requirements 10-10

10.7.5 Support Equipment 10-10

10.7.6 Support Services 10-11

10.8 Telephonic Assistance 10-11

10.8.1 Activation of the Telephone Enquiry Centre 10-11

10.8.2 Operating Carrier 10-11

10.8.3 Assisting Carrier 10-11

10.9 Geographic Areas of Telephonic Coverage 10-11

10.9.1 Collection of Information 10-11

10.9.2 Transmission of Information 10-12

10.9.3 Telephone Enquiry Centre Coordination 10-12

10.10 Station Response 10-12

10.10.1 Affiliated Carrier Incident Support 10-13

10.10.2 Passenger Manifest Information 10-13

10.11 Family and Passenger Assistance 10-13

10.11.1 Responsibilities 10-13

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10.11.2 Special Assistance Team Pool 10-14

10.11.3 Deployment 10-14

10.12 Work Assignments 10-14

10.12.1 Transportation of Staff 10-15

10.12.2 Transportation of Passengers and Family Members 10-15

10.13 Aircraft Recovery 10-15

10.14 Media Response 10-15

10.15 Observers 10-15

10.16 Sample Forms 10-16

10.17 FAMILY INQUIRY REPORT 10-19

10.18 Response to an Aviation Disaster 10-24

10.19 Basic Principles governing the release of information 10-25

10.20 Roles and Actions of the Star Alliance members in an Emergency 10-26

10.20.1 Answering Press Enquiries 10-26

10.21 Communications Support in an Emergency 10-27

10.21.1 Types of Support 10-27

10.21.2 Geographical coverage 10-27

10.22 Operating Carrier 10-28

10.22.1 Operating Carrier Response 10-28

10.22.2 Action Checklist: Operating Carrier 10-28

10.23 Assisting Carrier 10-29

10.23.1 Assisting Carrier Response 10-29

10.23.2 Action checklist: Assisting Carrier 10-30

10.24 Code share Partner/s 10-31

10.24.1 Action Checklist: Code share Partner/s 10-31

10.25 Star Alliance Corporate Office 10-32

10.25.1 Action Checklist: Star Alliance Corporate Office 10-32

10.26 Other Star Alliance Members 10-33

10.26.1 Action Checklist: Other Star Alliance Members 10-33

10.27 Geographic Areas of Coverage 10-34

10.27.1 Primary Area of Coverage 10-34

10.27.2 Secondary Area of Coverage 10-34

10.28 Geographic Areas of Telephonic Coverage 10-34

CH11 - FORMS 11-1

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CH12 - ERP Manual Policy

12 ERP Policies 12-1

12.1 ERP Training Course 12-2

12.2 Testing and Revision of, ERC equipments, information, contacts 12-3

12.3 ERP exercise and Rehearsal 12-3

12.3.1 Purpose of conducting an exercise 12-3

12.3.2 Rules of conducting an Exercise Communications 12-3

12.3.3 Types of exercises and drills 12-3

12.3.4 Debriefing 12-4

12.3.5 The Star Alliance Emergency Response Exercises 12-5

12.4 ERP System of Amendments 12-7

12.5 Distribution of ERP Manual 12-7

12.6 Rescue & Search Agreements-Reciprocal Services Agreements 12-7

12.7 Kenyon Services 12-7

12.8 Emergency Management Qualification/Skills 12-8

12.8.1 Emergency Management Manager/Deputy(Responsibilities/Qualification and skills) 12-8

12.8.2 Emergency Management Staff Crisis manager assistance 12.9

CH-13 Glossary

13.1 Glossary 13.1

13.2 References 13.3

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List of Effective Pages

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CH 1 General

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CH 2 Organizational Chart

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CH 3 IOCC Response

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CH 4 ERC Response

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CH 5 Station

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CH 6 Site Team

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CH 7 Airport Termi-nal Group Response

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CH 8 Sabotage Hi-jacked Aircraft Threats

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CH 9 Communica-tion -Publicity and Information

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CH 9 Communica-tion -Publicity and Information

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CH 10 Reciprocal Contingency Ser-vices (RCS)

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CH 10 Reciprocal Contingency Ser-vices (RCS)

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CH 11 Forms

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CH 12 ERP Policy

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CH 13 Glossary

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---------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 Distribution List 0-21 Aug 2014

Distribution List

Manual

№ Manual Holder

No. of Hard Copies

No. of CD,s

Notes

1 Emergency Response Center(ERC) Manager 1 1 Master

2 Egyptian Civil Aviation Authority ECAA Chairman 1 1

3 Chairman EGYPTAIR Holding Company 1 1

4 Vice Chairman EGYPTAIR Holding Company 1 1

5 Chairman & CEO EGYPTAIR Airlines Company - 1

6 Vice Chairman EGYPTAIR Airlines Company - 1

7 Chairman & CEO EGYPTAIR Engineering &Technical Company 1

8 Chairman & CEO EGYPTAIR Ground Services Company 1

9 Chairman & CEO EGYPTAIR Cargo Company 1

10 Chairman & CEO Express Company 1

11 Chairman & CEO Medical Services Company 1

12 Chairman & CEO In-flight Services Company 1

13 Chairman & CEO EGYPTAIR Tourism Company 1

14 Chairman & CEO EGYPTAIR Supplementary 1

15 Chairman & CEO EGYPTAIR Medical Services Company 1

16 Chairman & CEO Air Cairo Company 1

17 Chairman of Cairo Airport Company 1

18 V.P Safety & Quality Division EGYPTAIR Holding Company 1

19 V.P Flight Operations EGYPTAIR Airlines 1

20 V.P. Security Division –EGYPTAIR Holding Company 1

21 V.P. Commercial Affairs division 1

22 V.P training Center 1

23 V.P Financial division 1

24 V.P Human Resources Holding Company 1

25 G.M Stations Commercial Division 1 1

26 G.M Human Resources EGYPTAIR( Airlines) 1 1

27 G.M Cargo Flight Ops. Department 1 1

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28 G.M Safety, Quality &Standardizations EGYPTAIR Holding 1 1

29 G.M Safety, Quality &Standardizations EGYPTAIR Airlines 1 1

30 G.M IOCC 1 1

31 G.M Cabin Crew 1 1

32 Flight Ops. Standardizations Manager 1 1

33 Emergency Ops Center Cairo Airport Company 1 1

34 Dispatch Manager (IOCC) 1 1

35 Standardization and Document Control Sec. (Gen.Station Management.) 1 1

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---------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 Out Stations Manual Holders 0-24 Aug 2014

Outstations Manual Holder

Manual № Outstations Manual Holder(CD,s)

S-01 Abha Station-AHB

S-02 Abu Dhabi Station-AUH

S-03 Abu Simbel Station-ABS

S-04 Abuja-ABV

S-05 Abidjan Station -ABJ

S-06 Accra Station- ACC

S-07 Addis Ababa Station- ADD

S-08 Aleppo- ALP

S-09 Alexandria-ALY

S-10 Algeria - ALG

S-11 Almaty-ALA

S-12 Amman Station- AMM

S-13 Amsterdam Station-AMS

S-14 Erbil Station-EBL

S-15 Asmara Station –ASM

S-16 Assiut Station-ATZ

S-17 Aswan Station-ASW

S-18 Athens Station-ATH

S-19 Baghdad Station-BGW

S-20 Bahrain Station-BAH

S-21 Bangkok Station

S-22 Barcelona Station

S-23 Beijing Station-PEK

S-24 Beirut Station

S-25 Benghazi Station

S-26 Berlin Station- SXF

S-27 Borg El-Arab Station-HBE

S-28 Brussels Station- BRU

S-29 Budapest Station- BUD

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S-30 Casablanca Station- CMN

S-31 Catania Station-CTA

S-32 Copenhagen Station-CPH

S-33 Damascus Station- DAM

S-34 Dammam Station- DMM

S-35 Dar Elsalam Station-DAR

S-36 Doha Station- DOH

S-37 Dubai Station-DXB

S-38 Düsseldorf-DUS

S-39 Elain-AAN

S-40 El-Arish Station-AAC

S-41 Entebbe Station- EBB

S-42 Frankfurt Station-FRA

S-43 Geneva Station-GVA

S-44 Guangzhou Station-CAN

S-45 Hurghada Station-HRG

S-46 Istanbul Station-IST

S-47 Jeddah Station- JED

S-48 Johannesburg Station- JNB

S-49 Juba Station-JUB

S-50 Kano Station- KAN

S-51 Khartoum Station- KRT

S-52 Kuala Lumpur Station-KUL

S-53 Kuwait Station- KWI

S-54 Lagos Station- LOS

S-55 Larnaca Station- LCA

S-56 Lisbon Station- LIS

S-57 London Station- LHR

S-58 Lusaka Station-LUN

S-59 Luxur Station-LXR

S-60 Madina Station -MED

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S-61 Malta Station –MLA

S-62 Madrid Station- MAD

S-63 Mersa Matrouh Station-MUH

S-64 Mersa Alam Station-RMF

S-65 Milan Station- MXP

S-66 Montreal Station- YUL

S-67 Moscow Station- MOW

S-68 Mumbai- Station-BOM

S-69 Munich Station- MUC

S-70 Muscat Station- MCT

S-71 Nairobi Station- NBO

S-72 New York Station- JFK

S-73 Osaka Station- KIX

S-74 Paris Station- CDG

S-75 Port Said Station-PSD

S-76 Riyadh Station-RUH

S-77 Rome Station- FCO

S-78 Sanaa Station-SAH

S-79 Sharjah Station- SHJ

S-80 Sharm Elsheikh Station-SSH

S-81 Suhag Station-MHB

S-82 Taba Station-TCP

S-83 Telaviv Station-TLV

S-84 Tokyo Station-TYO

S-85 Tripoli Station-TIP

S-86 Tunis Station-TUN

S-87 Vienna Station-VIE

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1. General

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---------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 CH1-General 1-1 Aug 2014

1. Introduction

Though it ’s commitment to safety is EGYPTAIR top priority, an emergency can occur at any time the professional

handling of an emergency is vital to the public’s continued confidence in EGYPTAIR.

This Emergency Response Plan (ERP) is considered an element of the safety policy and objectives component of EGYPTAIR SMS frame work and it is based upon an assessment of risk appropriate to the size and type of operations, and includes consideration of a major aircraft accident and other potential aircraft and/or non-aircraft events that would require a full corporate emergency response.,

This Emergency Response Plan (ERP) has been developed to provide a common system in the central management and coordination of all activities should it be necessary to respond to a major aircraft accident /incidents or other type of adverse operational events that results in fatalities, serious injuries or considerable damage and/or a significant dis-ruption of operations

So it is designed to be applicable to small incidents as well as large accident at any of EGYPTAIR stations and to any of EGYPTAIR holding companies. It clearly defines departmental responsibilities & interaction between departments and EGYPTAIR companies as well the coordination with agencies responding to emergencies at any station

This Emergency Response Plan (ERP) includes pages and a chapter showing the Mutual support and assisting of Star Alliance members during an accident or incident, as defined in the Star Alliance Emergency Response Policies and Procedures Manual. The ERP Contact Information Appendices(A,B,C,D,E) are parts from ERP manual to coordinate and control of all communication with external entities/ and the authorities . These appendices are separated from this manual due to continuous and irregular change in the information within App A for Cairo station, and App B for domestic stations ,App C for International Stations , App D for code sharing companies and App E for star alliance these appendices are considered as separate appendices they are not for general distribution, except for authorized agencies ,persons , Egyptian Civil Aviation Authority ECAA and Airport

Authority.

-The manual holder is responsible for familiarizing himself with all policies and procedures contained in this manual. Further, he is responsible for regularly reviewing and rehearsing the procedures through the use of tabletop exercises and simulations.

-other operational departments have individual ERPs such as out stations which are tailored to meet varying requirements at each Station. Therefore, coordination is always required to ensure each individual ERP within an operator’s organization contains or addresses the applicable common elements of the corporate ERP. At each station, airlines must comply with local laws and authorities. Infrastructure, resources and support provided by imposed or contracted partners vary from station to station. Consequently, Therefore, coordination is

always required to ensure that each individual ERP contains or addresses the applicable common elements of EGYPTAIR ERP manual

-This manual is the sole property of EGYPTAIR and is not to be distributed in whole, or in part, to any unauthorized parties

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IMPORTANT

1.1 General Instructions

For all Personnel in Cairo or abroad in case of a crisis or Emergency case contact IOCC Duty Manager or Representa-tive immediately even the case is not confirmed

DEPARTMENT DIRECT TEL. EXTENSION TEL. SITA ADDRESS

IOCC MOD

+2-02-24181900

+2-0122-5541147

81122-81149 . CAIXQMS /. CAIXGMS

IOCC OPS. CONTROL +2-02-24183714 81116-81117-81118

. CAIXQMS /. CAIXGMS

E – MAIL [email protected]

-MESSAGE VIA SITA MUST CONTAIN THE WORD EMERGENCY IN THE FIRST LINE.

-AFTER ACTIVATION OF Emergency Response Center (ERC) ERC CALL:

DEPARTMENT DIRECT TEL. EXTENSION TEL. SITA ADDRESS

ERC 02-22674671

02-22681976

81180-81181-81182-81183-81185-81186-81187 FAX22677619 -81396

. CAIACMS

Emergency Manager

or

01006750822

01280548666

22681976 -81193-81393

. CAIACMS

Emergency Manager

Assistant

01280539666

22681976 -81193-81393 . CAIACMS

E – MAIL [email protected]

(All information and telephones are confidential and not for public disclosure)

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1.2 Emergency Response Center (ERC) Equipment and facilities

1.2.1The crisis center –set up and equipments

The crisis center consists of two rooms, securable, administrative office space, and pre- wired, assured power

1.2.1.1Furnishing:

Conference table and 18 chairs and all stationeries needed

Communications equipment:

Radios (standard AM/FM band) voice telephones –receiver-television-computers-modems-printers-software- in-ternet access-Photocopier-facsimile machines-still camera-video camera-VCR-portable voice recorders-projector-

1.2.1.2 Supplies:

Notepads, notebooks, pens, pencils, staplers, tape. Hole punch, special forms……

1.3 Emergency Response Center Equipment check list:

Equipment Number functioning

Direct line Telephones 2 yes/no

Ext. line Telephones 5 yes/no

Television with access to satellite 2 yes/no

Video recorder & supply of blank video tapes 1Video & 8 tapes yes/no

PC facilities with modem 5 yes/no

Radio 1 yes/no

Cassette recorder & supply of blank cassette tapes 1 recorder & 8 tapes yes/no

Photocopy machine 1 yes/no

Facsimile 2 yes/no

Video camera 1 yes/no

Standard photos camera 1 yes/no

Paper shredder 1 yes/no

-these equipments must be checked weekly through the crises management personnel the checker must sign

-In case of an inoperative of any equipment the crises management personnel must call the appropriate section to take action to repair or replace

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1.4 DEFINITIONS:

Accident

ICAO Annex 13 - Definition of an Aircraft Accident

ICAO defines an aircraft accident as:

An occurrence associated with the operation of an aircraft which takes place between the time any person boards the aircraft with the intention of flight until such time as all such persons have dis-embarked, in which:

a person is fatally or seriously injured as a result of any the following:

being in the aircraft, or direct contact with any part of the aircraft, including parts which have be-come detached from the aircraft, or direct exposure to jet blast, except when the injuries are from natural causes, self-inflicted or inflicted by other persons, or when the injuries are to stowaways hiding outside the areas normally available to the passengers and crew: or

the aircraft sustains damage or structural failure which:

adversely affects the structural strength, performance or flight characteristics of the aircraft, and would normally require major repair or replacement of the affected component, except for engine failure or damage, when the damage is limited to the engine, its cowlings or accessories; or for damage limited to propellers, wing tips, antennas, tires, brakes, fairings, small dents or puncture holes in the aircraft skin; or the aircraft is missing or is completely inaccessible.

Airplane Emergency

An airplane emergency that:

-Has resulted or may result in the death of or injury to passengers or employees;

-Has resulted or may result in significant damage to or loss of an aircraft;

-Attracts significant media attention that could threaten the airline’s reputation.

Airline Field Representative

First person or group of company representatives arriving at the scene of the accident, normally composed of persons of the Reporting Station.

Aviation Disaster

An aviation disaster as defined by the United States Department of Transportation Passenger Manifest Rule (14 CFR 243) including occurrences that meet the definition of an aircraft accident as defined by ICAO Annex 12.

1.4.3.1 United States Department of Transportation – Passenger Manifest Rule Definition

The United States Department of Transportation defines an aviation disaster as:

An occurrence associated with the operation of an aircraft which takes place between the time any person boards the aircraft with the intention of flight and the time all such persons have disem-barked or have been removed from the aircraft, and in which any person suffers death or serious injury, and in which death or serious injury was caused by crash, fire, collision, sabotage or acci-dent; a missing aircraft; or an act of air piracy.

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-------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 CH1-General 1-5 Aug 2014

Accident Category (ICAO definition)

A = catastrophic or major aircraft accident

B = airborne accident or circumstances of a potentially hazardous nature

C = overdue aircraft

D = sabotage, threats, hijacking

Alert Phase, a situation wherein apprehension exists as to the safety of an aircraft and its

Occupants. It exists when:

(a) following the Uncertainty Phase, subsequent communication checks fail to reveal any

news of the aircraft, or

(b) an aircraft has been cleared to land and fails to land within 5 minutes of the established

time of landing and communication has not been re-established with it, or

(c) communication with the aircraft has not been established within 10 minutes after take-off, or

(d) Communication from the aircraft break-off in the middle of a message and cannot be re-

Established within 5 minutes. Station Emergency Response Plan

Call center (Telephone Enquiry Center)

Refers to the facility responsible for handling calls(inquires) from the general public concerning passengers that may have been on the affected flight./ aircraft and it may be a member’s reserva-tion center or other call facility.

Code share Flight,

A flight operated by the Operating Carrier which also carries the code of the Marketing Carrier

Communication/Media Center

Designated room for media conferences.

Communication/Media Team

A team of media experts to release and coordinate information to media and staff.

Connecting flight stations,

Stations having connecting passengers for/ex the impacted flight.

Crew Emergency Support Center

Call and support center, for flight crew members, cabin crew members and families.

Emergency Response Center ERC at Head Office

Location where the Emergency Response Team meets

Emergency Response Team at Head Office,

Predetermined group who will assemble at the Crisis Center for handling emergencies and acci-dents.

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Crisis Communication Center,

Location of internal Crisis Communication unit maintaining contact with the Media and providing information to staff and the public.

Crisis Communication Team,

team of Corporate Communications to handling media and staff communication.

Civil Unrest

An act of civil unrest is where a member’s passengers, company personnel, aircraft or facilities are threatened by a breakdown of normal law and order.

Crisis:

“Any event or set of circumstances that significantly affects an organization’s ability to carry out its business plan”

Crisis Mode:

“A particular operational state of an organization, following the official crisis signal, where the nor-mal operating practices are largely disrupted because of the crisis handling preoccupation of large numbers of employees.”

Crisis mode starts with an official signal put out by one of the authorized crisis management staff. As a result, the internal notification system becomes operational. Some or many of the normal business operations are disrupted as employees from different divisions abandon their usual tasks to take part in crisis management.

Disaster

For any organization, a disaster is an incident or a series of incidents in a short period of time that:

Cause major injury and/or loss of life;

Cause major destruction of property;

Halt or curtails operations for a significant period of time;

Prevent employees from pursuing their normal duties;

Cause a substantial reduction in purchases of products or services;

Bring the organization under scrutiny by media or government.

Emergency Response

The use of the term emergency response refers to any situation requiring activation of carrier's emergency response procedures, such as, but not is limited to:

-An aircraft accident (aviation disaster)

-Severe air turbulence

-Act of unlawful interference

-Natural and manmade disasters

-Civil unrest

-Acts of war

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Emergency Kits

Documentation and stationary stored at the station operation office for various groups. Specifica-tions contained in the various checklists

Family Assistance Center / FAC

Center at Head Office to initiate and maintain contacts and to communicate with families and friends of affected passengers. The U.S. Federal Family Assistance plan refers to the location of the family gathering area at / near the accident site also as the "Family Assistance Center”. Station Emergency Response Plan

Family and Passenger Assistance

Family and Passenger Assistance refer to procedures used to care for the survivors and families of passengers involved in the accident or incident.

Go Team

The team dispatched to the accident site to support the local organizations and take over emergen-cy functions for the impacted airline. (also called site team)

Distress Phase

a situation where an aircraft accident may be imminent. It exists when:

(a) Following the Alert Phase, further attempts to re-establish communication fail and further

Inquiries about the aircraft are unsuccessful, or

(b) The fuel on board is considered to be exhausted, or to be insufficient to enable the aircraft to reach a safe landing place, or

(c) Information is received that the aircraft is about to make (or has already made) a forced landing.

Hijacking

an act of aggression in which the aggressor(s) force the Commander to relinquish part of his authori-ty in assuming command over the aircraft.

Hospital team

Refers to the team that has been deployed to the hospitals to which passengers have been sent in order to ensure that injured passengers are provided assistance and information. This team is also responsible for obtaining information concerning the passenger’s condition.

Hotel centre

Refers to the hotel where the uninjured passengers and family members are accommodated during their stay at the site. This hotel would also accommodate the facilities that would co-ordinate assis-tance and activities.

Impacted Airline

Airline involved in accident by either passengers or aircraft

Incident

Is an occurrence, other than an accident, associated with the operation of an aircraft which effects or could affect the safety of an operation.

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Joint operations centre

Refers to the centre responsible for overall co-ordination of family and passenger assistance activi-ties where this facility houses government agencies and other agencies.

Investigation

A process conducted for the purpose of accident prevention which includes the gathering and analy-sis of information, the drawing of conclusions, including the determination of causes and, when ap-propriate, the making of safety recommendations.

Investigation Team Manager

Head of Airline Investigation Team.

Legal Help Desk,

Unit set up by Legal Counsel to handle advance payments to passengers and the next-of-kin and to manage legal affairs on request of these persons and internal units.

Local Media Spokesperson

The highest-ranking Representative of EGYPTAIR domiciled in the Accident Area.

Marketing Carrier

Means the airline that shares a designator code on the flight that is operated by the Operating Airline

Media Center

designated room for media conferences.

Meeters/Greeters Reception Center,

Designated area to assemble family members

Minor Damage

Minor Damage to an aircraft is a damage that requires immediate, temporary or permanent repair which can be easily and quickly performed. This includes damage such as scraped wingtips, bent Cowling, small puncture holes in skin, dented skin, repairable damage to wheels and tires, engine accessories or 2 or more blown tires.

Natural and Manmade Disasters

Natural and manmade disasters are those that threaten the lives of passengers and company per-sonnel, or have caused, or threaten to cause, damage to aircraft or facilities belonging to airline.

Non-flight Emergency

Such events involve deaths, injuries or significant damage to airline facilities caused by fire, an in-dustrial accident or a natural disaster death, injuries or the endangerment of passengers or employ-ees as a result of criminal acts.

Operating carrier

Refers to the carrier that was responsible for the operation of the aircraft.And the operating carrier is the carrier(s) that:

operated the aircraft involved ,has leased or chartered the aircraft involved,is directly affected by a natural or manmade disaster, civil unrest and acts of war or means, with respect to a Code Share Flight, the carrier operating such Flight with its own or leased aircraft.

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Operations centre

Refers to the centre responsible for overall co-ordination of family and passenger assistance

Other Disruptions

Other disruptions include labor strife, major flight delays, major flight cancellations and important overbooking problems.

In-flight food poisoning can turn into a crisis, as can cases where the cause of the problem is com-pletely independent of the airline or the industry altogether. For example, a crisis can be an occur-rence where there are injuries due to natural causes, self-inflected or inflected by others, or where the injuries are to stowaways hiding outside the areas normally available to the passengers and crew. It can be a passenger

Being seriously ill (e.g. heart attack), or knowing/unknowingly having a contagious disease, or giv-ing birth in flight. The media can also make a crisis out of minor incidents, such as engine failure or damage limited to the engine, its cowlings or accessories, or damage limited to propellers, wing tips, antennas, tires, brakes, fairings, small dents or holes in the aircraft skin which do not com-promise the safety of the aircraft or flight.

Operator

Organization or airline engaged in or offering to engage in aircraft operation.

Passenger Data Management

To establish confirmed passenger name list (including nationalities) in close cooperation with au-thorities and specialists within the airline and to create and maintain passenger data base record-ing of all activities related to a victim and/or its family.

Post Local Emergency Director

the person coordinating all activities within home base and between home base and accident lo-cation after closing of the Crisis Center at Head Office.

Post Emergency Management Delegate

the Member of Management assigned to remain in charge after closing of the Crisis Center at Head Office.

Post Emergency Organization

organization unit or team in charge of coordinating all relevant activities at the home base and be-tween home base and accident location upon closing of the Crisis Center at Head Office. Station Emergency Response Plan

Previous Stations

(Originating / departing stations), all departure stations along a flight route prior to the accident site (see also Subsequent Stations)

Reporting Station

the station nearest to the scene of the accident or most suitably located or receiving a message indicating danger to an aircraft.

Reunification process

Bringing passengers and next-of-kin together; ideally in a room or an area providing strict privacy. Subsequent care activities will be based on wishes voiced by the family or party. Records of dis-

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--------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 CH1-General 1-10 Aug 2014

charge must be noted on the Meeters / Greeters and Passenger Information and Status Report and retained by the reunification supervisor.

Serious incident

Is an incident involving circumstances indicating that an accident nearly occurred.

Serious Injury

According to ICAO:

Serious injury means any injury which:

-Requires hospitalization for two or more days;, commencing within 7 days from the date the injury was received

-Requires hospitalization Results in fracture of a bone (except simple fractures of fingers, toes or nose);

-Involves lacerations which cause severe hemorrhage, or nerve, muscle or tendon damage;

-Involves injury to any internal organ;

-Involves second or third degree burns, or any burns affecting more than five percent of the skin.

A fatal injury resulting in death (for statistical uniformity only, an injury resulting in death within thir-ty days of the date of the accident is classified as a fatal injury by ICAO).

Severe Air Turbulence

Severe air turbulence is an occurrence where a member has activated their emergency response plan as a result of air turbulence that has caused serious or fatal injury to passenger(s) and/or crewmember(s) and/or has caused substantial damage to the aircraft

Site team

Refers to the team that is deployed to the site to provide assistance to families and passengers while at the site of the accident.

Substantial Damage

According to ICAO:

Substantial damage means damage or failure which adversely affects the structural strength, per-formance or flight characteristics of the aircraft, and which would normally require major repair or replacement of the affected component. The following will not be considered substantial damage:

-Engine failure or damage limited to an engine in only one engine fails or is damaged

-Bent fairing or cowling

-Dented skin

-Small punctured holes in the skin or fabric

-Ground damage to rotor or propeller blades

-Damage to landing gear, wheels, tires, flaps, engine accessories, brakes or wingtips

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Sabotage

Is an act or deliberate omission, intended to cause malicious or want o destruction of

Property, endangering or resulting in unlawful interference with international civil aviation and its

Facilities.

Search and Rescue / SAR

government function to initiate search and rescue action.

Serious Incident

any incident involving circumstances indicating that an accident nearly occurred (ICAO Annex 13 definition) Serious Injury, injury which requires hospitalization for more than 48 hours, results in fractures, lacerations or severe burns

Special Assistance Team / SAT

group of volunteers giving practical and emotional first aid to surviving passengers and to the next-of-kin of passengers after an airline accident.

Local Station Emergency Response Plan LSERP

outstation emergency response action plan established by each Station Manager or responsible Handling Agent.

Subsequent Stations (planned stations of arrival)

all points of intended landing along the flight route beyond accident site / time. (See also Previous Stations)

Uncertainty Phase

of an overdue aircraft condition exists when there is no doubt as to safety of the aircraft and its occupants, however, no communication has been received from the aircraft within a period of 30 minutes after the time a scheduled position report should have been received, or

an aircraft fails to arrive within 30 minutes of the time of arrival last notified to, or estimated by

Air Traffic Services Units, whichever is the later.

Uninjured Passenger Reception Center

Designated area to assemble uninjured passengers.

Wet lease Flight, Wet lease commonly referred to as ACMI leases

(Aircraft, Crew, Maintenance and Insurance) is a lease where an operator provides an aircraft with crew (cockpit and cabin), full maintenance support and insurance to an airline (lessee) who is mar-keting the operation under its call sign. Station Emergency Response Plan

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---------------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 CH1-General 1-12 May 2014


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2. Organization Chart

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------------------------------------------------------------------------------------------------------------------------------------------------ Ed.3- Rev.2 CH 2-Organization 2-1 Aug 2014

2.1 Organization Chart

IOCC G.M

Chairman Egypt Air airline

Integrated Operation Control Center IOCC

(Manager on Duty MOD)

V.P Flight Operation

(Emergency Director in charge)

Emergency Response Center (ERC)

(Crises Management Manager)

1-Ramp Control Manger

2-Flight Dispatch Manger

3-Ops.Control Manger.

4-Navigation Manger.

5-Crew Tracker Manger

Egypt Air Holding Company Chairman

Chairman Air Cairo Chairman Egypt Air Regional Airline

Express

Chairman Egypt Air Cargo

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-----------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 CH 2-Organization 2-2 Aug 2014

2.2Emergency Organization and (Reporting)

IOCC Manager On duty MOD

Manager

On Duty

MOD

Egypt Air Holding Company Chairman and HQ Team

Egypt Air airline Chairman

V.P Flight Op-eration (Emer-gency Director in charge or repre-sentative)

IOCC G.M

(deputy)

Call Center

-Crisis Manage-ment Manger

-(ERC) Support

Team

Initial Emergency Response Team(ERT)

1-Fligt ops

2-Maintenance

3-Station&Res.

4-Cargo

5-Security

6-P.Relation 7-Flight Attendant

8-Communication

9-Safety and Quality

10- E.Commerce

&publicity Inf

SAT Manager

Secondary Emergency Re-sponse Team

(ERT)

1-Medical Rep.

2-Ground Service Rep.

3-Flight Attendant 4-Legal Rep.

5-Insurance Rep

Local Station Manger or Station Nearest

(Local Emergency Director)

Field team Local Command post group

Site Team Terminal group

Liaison and Kenyon 3

rd

party

Star alliance office

Cairo A/P Emerg.Center ECAA

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--------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 CH 2-Organization 2-3 Aug 2014

2.3EMERGENCY RESPONSE CENTER CONTACTS

Address EGYPTAIR IOCC above Departure Hall (1) Terminal (1),

Cairo International Airport

Telephone +202-22681976/ +202-22674671

Ext. 81180 - 81181 - 81182 -81183-81184- 81185 -81186

Fax +202-2677619- ext. 81396

Sita Address . CAIACMS

E-mail [email protected]

(All information and telephones are confidential and not for public disclosure)

2.3.1 Star Alliance Contacts

Star

Alliance

Name Office Home Mobile

Star Alliance Press Office on.

+49 69 96375111

Markus Ruediger +49 69 96375 183 +49 6131 581864 +49 179 7039083

Alastair Carthew + 66 2 6273495 + 66 2 6568890 + 66 1 7500448

Christian Klick +49 69 96375 154 +49 6074 922645 +49 172 696 2354

Email [email protected]

Media Relations number for business hours is +1 847 700 5538 After-hours for nights, weekends and holidays is +1 847 700 4088

mailto:[email protected]

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3. IOCC RESPONSE

IOCC


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-----------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 Ch3- IOCC Response 3-1 Aug 2014

3.1 General Instructionsتعليمات عامة

1-ALL Managers, Supervisors, Staff, must read the Emergency Procedures Manual and become thor-oughly familiar with the information contained therein. Local Command Center, Local Support Team, Local Go-Team, and Local Operations Team leaders will review these sections periodical-ly with their personnel.

قراءة العاملينيجب علي المديرين و مديرى األقسام و -1

بالمعلومات دليل الطوارئ ويكونوا على دراية كاملة

على كل قائد فريق من فرق االزمات و.المحتواة بداخله

.مراجعة اقسام هذا الدليل دوريا مع افراد فرقهم

2-Personnel on-duty at the time of the accident will remain at their posts, carrying on their duties in a normal manner.

حادث يجب على االفراد فى / عند حدوث طارئ -2

النوبات االستمرار فى اماكنهم و متابعة أعمالهم بطريقة

.عادية

3-Personnel OFF-duty is requested to remain at their telephones. If your services are required, a member of management will notify you. DO NOT CALL IN!

حادث يجب على االفراد الغير / عند حدوث طارئ -3

متواجدين في النوبة البقاء في منازلهم ألحتمال االتصال

بهم عند الحاجة اليهم و يجب التنبية عليهم بعدم األتصالكز العمليات المتكامل أو مركز االزمات حتى ال يتم بمر

.شغل التليفونات

4-All personnel should advise their families and friends NOT to call the airport during an emergen-cy.

على كل فرد التنبية على عائلتهم و أصدقائهم بعدم -4

.التليفوناتاالتصال بالمطار عند حدوث أزمة لعدم شغل

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--------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 Ch3- IOCC Response 3-2 Aug 2014

3-2 IOCC Emergency Response

IOCC Emergency responsibilities

1-The IOCC is responsible for all of EGYPTAIR’s emergency coordination i.e. The IOCC Manager-on-Duty acts as the front-line representative of upper management. All stations and personnel call the IOCC Manager-on-Duty first to ensure that the company responds effectively and rapidly to emergency situations.

The expected Crises

Types of expected Crises

1 Aircraft accidents on ground or Aviation

disaster

-أخراصطدام طائرة بجسم )حادث مباشر للطائرة على األرض

-اختفاء طائرة)أثناء الطيرانكارثة جوية او (بالطائرة احريق

(حريقا بالطائرة-سقوط طائرة

2 Severe air turbulence اضطرابات هوائية شديدة

3

Act of Unlawful Interference

An act of unlawful interference is an act that causes a member to activate their emergency response plan and may include, but is not limited to, hijacking and genuine bomb threats.

تدخالت غير شرعية

بالغ بوجود قنبلة )وتشمل وال تقتصر على تهديدات أمنية

بالغ بوجود قنبلة بإحدى مباني - -اختطاف-على الطائرة

اعالن حالة اختطاف طائرة والذى بقتضاه يتم -المطار

.الطوارئ

4 Natural and manmade disasters كوارث أصطناعية --كوارث طبيعية

5 Civil unrest أي درجة من درجات اإلضراب أو عدم االستقرارفى أي جهة

و في أي مطار تؤثر على انتظام تشغيل الرحالت

6

Acts of war An act of war is where military action of act of terrorism has threatened a member’s passengers, company personnel, aircraft or facilities.

الحروب التى تؤثر او تهدد سالمة الطائرة والركاب وكذلك

الممتلكات التابعة للشركةوكذلك يمكن أن تؤثر على المالحة

الجوية و نظم األرشاد و االتصاالت مع الطائرات

Tel: - +202-24181900 Mobile: +2-01225541147

Alt+202-24183714(Ops Controller)

Fax: +202- 22677619 Sita: CAIXQMS

IOCC


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3.3 IOCC Manager-on-Duty duties / Responsibilities in Emergency cases:

Location: IOCC

Manning: Manager on duty of IOCC

1- The IOCC Manager on duty acts as the front-line representative to respond to a major aircraft accident /incidents or other type of adverse operational events that results in fatalities, serious injuries or considerable damage and/or a significant disruption of operations at any of EGYPTAIR stations and to any of EGYPTAIR holding companies code sharing and star alliance members (within EGYPTAIR geographical area of coverage).

2-The IOCC Manager on duty acts as the front-line representative of upper management Responding effectively and rapidly to emergency situations for all and assumes control of the situation until managed by Emergency Re-sponse Team ERT and seniors of the company

3-The IOCC Manager-on-Duty must verify the information concerning the crisis such as nature, date and time of crisis and also place of occurrence type, registration, of the aircraft flight number and, flight origination and desti-nation. Geographical locations of aircraft and severity of damage. Number of injured passengers and crew and number of fatalities and he must maintain time and event log and record all activities concerning the emergency.

4-The IOCC Manager-on-Duty is responsible for insuring primary notifications the managers and HQ, simultane-ously the duty analyst to notify the Emergency Response Team ERT and to establish and activate the ERC as rapidly as possible after confirmation of the emergency.

5- In the event of an occurrence involving EGYPTAIR ({Operating Carrier) Star Alliance members must be notified within 60 minutes of confirmation of the occurrence using the contacts points of the Emergency Response Contact Information and Coordination with all relevant external organizations during the course of ERP execution.

6-The IOCC Manager-on-Duty in case of an accident/incident shall prepare a brief statement upon receiving con-firmation and positive identification of the flight or aircraft involved in an accident, (Using the examples of standard statements as a guide) of the details of the event containing only known facts. All personnel involved will use this statement in any communication

7- The IOCC Manager-on-Duty must secure all flight documents in safe place. and to provide turnover to the Emergency Director and manager of Crisis Management Manager upon arrival.

8- Make the effort for the return to normal operations by maintaining normal follow up for the rest of scheduled flights and avoid disturbance.

9-The coordination with ERT Director in case of an accident to set up flight(s) to transport Go-team members (HDQ, and Special Assistance Team). Flight should be set up to depart as soon as possible.

NOTE: Departure time may vary depending on availability of aircraft, crew, go-kits and go-team members. Nor-mally not more than three-3 hours from the time of the event.

10-In normal operational The IOCC Manager-on-Duty must keep accurate manifest of crew, passenger, and car-go carried on every flight, to include dangerous goods with coordination with cargo , station ,flight operation and crew cockpit tracker representatives in IOCC

11-.MOD must call Emergency Response Team of the affected company (Cargo-Express and air Cairo )

IOCC


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3.3.1 Manager on Duty Checklist in case of An Emergency/accident/ incident:

STEPS

1-Upon being notified of a potential or actual crisis /accident involving EGYPTAIR flight Imme-diately advise the following personnel of the initial report even though not confirmed (Uncer-tainty Phase)

A-IOCC Gen.Manager or Representative

B- V.P Flight Operation

C- Flight Operation G. M

D-Emergency Management Manager Or Representative

E-Civil Aviation Emergency Operation Center

F-Cairo Airport Emergency Operation Center

All contacts is in the contact list in appendix (A)

2- If the information received or the source of information credible do all possible to Obtain pos-itive confirmation and identification of the flight and the aircraft involved and Verify information with e.g.

ATC

Airport Authority

nearest stations

OCC of Star Alliance Partner

Obtain additional information of the flight (using the accident /emergency report F-02

Verification if Is the reported flight is an EGYPTAIR or , or If the flight bears an MS ,

Express ,Cargo or Air Cairo or a flight of a Star Alliance Partner falling under the primary

area coverage of EGYPTAIR

3-if emergency confirmed (Certainty Phase )the D.M on duty declare emergency Situation and he must devote all of his time to the emergency being and delegate the supervision of the normal operation of the schedule to the Chief of Operations Control

4- Give orders to IT personnel to activate Emergency Response Center (ERC)

5- If the accident notification / information of the reported flight is an EGYPTAIR or , Express ,Cargo or Air Cairo (Operating Carrier) Execute notification plan using Emergency Notification Directory (E.N.D)and Proceed according to your checklist (Star Alliance members must be notified within 60 minutes of confirmation of the occurrence using the contacts points of the Emergency Response Contact Information of star alliance)

6- Assign immediately a trustworthy person to assist you and to secure all data concerning the flight from systems

and to Secure all flight documents and make three (3) copies of each (1copy for Emergency Response Center(ERC) –investigation team/appropriate authorities –IOCC) keep original documents in safe place these documents include:

A-Operation documents (flight plan-meteorology folder & NOTAM -aircraft technical report-fuel order-load sheet and balance sheet–Passenger Name List PNL –Crew list)

B- Cargo documents (Cargo manifest including dangerous goods-AWB Copies-All official mail documents- NOTOC)

Continued

IOCC


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7-Inform the H.Q Crisis Team according to Emergency Notification Directory ( E.N.D) of that case contact numbers are shown in EGYPTAIR Emergency Response Information Appendix(A)

Type of Emergency/crisis Emergency Notification Directory (E.N.D)

Aircraft accident on ground, Aircraft accident during flight E.N.D (1)

Severe air turbulence Severe weather situations Natural and manmade disasters Others Labor strikes (Structure Fire incident /Building Fire incident at Cairo station Natural disasters severe injuries to passengers or employees)

E.N.D (2)

Ac Act of unlawful interference Sabotage Hijacking Security threats Acts of war Civil unrest Incident major problems affecting air navi-gation, guidance, communication with aircrafts

E.N.D (3)

8-Start to inform Essential Response Team ERT according to Emergency Notification Directory ( E.N.D) (contact numbers are shown in EGYPTAIR Emergency Response Information Appendix A )

9-If accident notification / information Concerning a flight of a Star Alliance Partner falling under the primary /secondary area of coverage of EGYPTAIR Execute notification plan and Proceed according to your checklist in chapter (10) of star alliance assisting carrier checklist

10- Maintain accurate log and record all activities and all related events with the time noted for each entry, using the same time reference (local or UTC) throughout the event (using time event log F-01)

11-.Prepare advisory statements to be used in answering telephone calls (using statements and advisories in this chapter )

12-During normal business hours appoint personnel who are capable of answering telephones and relaying infor-mation giving only the information contained in the statement prepared by the IOCC Manager on duty.

13-Outside normal business hours call any off-duty personnel available to report to the office and assist.

14- Advise the shift personnel of IOCC to follow up the rest of the flights to be operated normal to avoid disturb-ance of the schedule.

15- Advise IOCC personnel who are scheduled on the following shift to arrive as early as possible to pick up the routine work.

16-Provide turns over the ERC manager and Emergency Director

17- the chief of flight operation turns over normal operation of the schedule to the duty manager to continue normal duties

18- Coordinate with Emergency Director to Set up flights, to transport Go-Team members (HQ-and Special assis-tance team Relatives) upon request from ERC

Continued

IOCC


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3.3.2 Duty Manager Immediate Emergency Response Flow chart

If -Confirmed

• If it is a flight of a Star Alliance Partner falling un-der the primary area coverage of MS? -Code Shar-ing

Obtain additional information

• Execute Star Alliance notification plan

• Proceed according to your checklist of assisting carrier of star alliance member

Assign immediately a trustworthy per-son to assist you through your check-list and to Collect Data concerning the flight secure check-in data from system

If the reported flight

- MS flight OR(- flight bears an MS OR

Express or -Cargo or Air Cairo)

Receipt of accident

notification / information

• Execute END notification plan

Proceed according to your checklist For IOCC D.M

If the information received or the source of information is not credible? Verify information with e.g.

• ATC- Airport Authority- OCC of nearest stations.-OCC of Star Alliance Partner

NO

NO

Upon arrival of Emergency Response Team Provide turns over Emergency Director and the Emergency Manager .IOCC MOD proceed to the normal operation of the schedule

D.M delegate the supervision of the normal operation of the schedule to the Chief of Ops Control Shift operation

IOCC


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3-4 Time Event Log(for all)

Reporter Name:

Position:

TIME & EVENT LOG City:

Flt. No.: Description of Emergency:

A/C Type:

Tail No.:

Captain:

Routing:

Notification Received (Time/From):

Date/Time Sequence of events & action taken

MSO/IOCC- F-01

IOCC


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-------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 Ch3- IOCC Response 3-8 Aug 2014

3-5 Notification Report (Accident/ Emergency Report):Use this form to record information when

you are notified of an accident whether EGYPTAIR or Code share/star alliance partner (For All)

1 Flight NO.: Date:

2 Carrier: Air craft Operator:

3 Aircraft Type: Registration: Model:

4 Serial Number: Aircraft Manufacturer: Delivery date:

5 Routing Of Flight:

6 Dep. Time: STD ATD : ETA: Delay Code:

7 Last point of departure: Airport: Time UTC:

8 Point of intended landing: Airport: Time UTC:

9 Accident/Incident Occurrence Location:

10 Time of occurrence UTC: Local:

Time reported UTC: Local:

11 Phase of operation:

12 Occurrence description:

13 Source(s) of Information:

14 Nature Of Incident /Accident : Overrun Collision , Explosion Bomb threat Hijacking Others

15 Extent Of Damage of Aircraft: completely damaged partially damaged

17 Special Cargo/Dangerous goods::

18 Persons O/B Status( if known)

Captain : Fatal injured Serious injured minor injured

Copilot: Fatal injured Serious injured minor injured

Other Flight Crew Members: Fatal injured Serious injured minor injured

Cabin Crew Members: Fatal injured Serious injured minor injured

Passengers: Fatal injured Serious injured minor injured

Infants:

19 Persons injured or killed on ground:

20 Facilities damaged Other:

21 Person making this report: Department:

22 Telephone No.: Telefax No:

MSO/IOCC- F-02

IOCC


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----------------------------------------------------------------------------------------------------------------------------------------------------------- Ed.3- Rev.2 Ch3- IOCC Response 3-9

Aug 2014

3.6 Statements and Advisory

For all duty managers /Station Managers

مديري المحطات/ الى كل مديري مركز العمليات المتكامل

If you have received a telephone call from the press, me-dia, or from the public informing you or asking about crisis or emergency case concerns EGYPTAIR flight or some other thing affecting EGYPTAIR regularity. The following steps must be done:

عند تلقى اى مكالمة من اإلعالم أو من الجمهور تفيد أو تستفسر

عننن حننادث أو طننارئ يرنن طننائرات مصننر للطيننران أو أي شنن

:آخر يؤثر على انتظامية الحركة يجب إتباع ألتى

First: If the information received is the first rumor and still not confirmed, answer the caller with using this statement as example:

“We have not heard anything about what you have just said but we will check and call you back right away, please leave your name and phone number”.

اذا كانت المعلومات الواردة شائعة لم يتم التاكد منها بعد :أوال

:يجب مراطبة المتحدث مستردما هذة العبارة كمثال

الرجاء . ناسف حيث إننا لم نتلق اى معلومات عما أخبرتنا به "

ترك االسم و رقم التليفون حتى يتم االتصال بكم عند التأكد من

".صحة تلك المعلومات

Second: When more information is received and things is confirmed, answer the caller with the following statement:

“We have received information that an emergency has occurred involving… EGYPTAIR aircraft at…at this time we have not received any details on the emergency. Please give me your name and telephone number .We will call you back as soon as information is received”

عند تلقى معلومات صحيحة يمكن الرد على المتحدث :ثانيا

:مستعينا بتلك العبارات كمثال

طارئ / لقد تلقينا معلومات تفيد بأن هناك حادث "

اآلن و حتى......... مصر للطيران فى حدث لطائرة من طائرات

الرجاء ترك االسم . الطارئ/ لم نتلق أي تفاصيل عن هذا الحادث

".و رقم التليفون ليتم األتصال بكم عند تلقى معلومات جديدة

IOCC


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Aug 2014

3.7Roles in accordance with Cairo Airport Emergency Operation Center

3-7-1 aircraft accident adjacent to the airport boundaries, or within the vicinity of the airport:

Upon receiving a Notification of aircraft accident adjacent to the airport boundaries, or within the vicinity of the airport. IOCC Duty Manager should implement Cairo Airport Emergency Plan as following:

Steps Time Initial

1- provide full information of the affected aircraft to Airport emergency operation center as mentioned in quick report form no.2

-Type of aircraft

-Quantity of fuel on board

-Number of occupants-handicapped, immobilized, blind,deaf

-Nature of trouble

-Estimated time of landing

-any dangerous goods on board

2-Control company personnel to ensure that unessential personnel do not proceed to the accident site.

3-provide a company representative who will respond to the airport emergency re-sponse center and airside operations will provide transportation to the site

4-Escort media to public information center or an information briefing on the crash, fire fighting and rescue progress .in addition to providing a facility for investigative Authorities, relatives, and friends to acquire information.

IOCC


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Aug 2014

3.7.2 Aircraft accident on Cairo airport

Cairo airport Emergency Plan should be immediately implemented upon an aircraft accident occurring at the airport .Aircraft accident at the airport may be one of the following cases

-crash within the the airport premises.

-Collision while taxing.

-Danger of fire while parked

EGYPTAIR roles:

STEPS Time initial

1-provide a company representative who will respond to the airport emergency re-sponse center and airside operations will provide transportation to the site

2-provide transportation from the accident site for ambulatory passengers and crew when released by the emergency medical units

3-control company personnel to ensure that unessential personnel do not proceed to the accident site.

4-Escort media to public information center or an information briefing on the crash, fire fighting and rescue progress .in addition to providing a facility for investigative Authorities, relatives, and friends to acquire information.

5-prior to the time the accident investigation team arrives, the aircraft owner/operator (EGYPTAIR) will ensure the aircraft wreckage, including mail, and cargo, remains secured.

6-coordinate with the necessary salvage equipment to remove the aircraft wreckage, when authorized by aircraft accident investigation authority

3-7-3Aircraft incidents on ground

An aircraft incident is any occurrence –other than aircraft accident associated with the operation of an aircraft which affects or could affect the safety operation unless corrected

There are many cases, which might be considered as an aircraft incident including:

-Blowup or deflation of aircraft wheel (s) during taxing or towing.

-Hydraulic failure, leakage hydraulic.

-Collision with a parked aircraft by any vehicles or equipment.

Fuel Spillage endangering the safety of aircraft

IOCC


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3-7-4 Aircraft in-flight incident:

IOCC MOD Will provide full information of the affected aircraft to Airport emergency operation center

-Type of aircraft

-Quantity of fuel on board

-Number of occupants-handicapped, immpolized, blind deaf

-Nature of trouble

-Estimated time of landing

-any dangerous goods on board

IOCC


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Aug 2014

3-7-5Natural Disaster:

Upon receiving a Notificationof Natural Disaster. the IOCC Duty Manager should implement Cairo Airport Emergency Plan as following:

Steps Time Initial

1-the air craft owner /operator are directly responsible for the protection of their employees and leased property .this includes aircraft ,associated air ground equipment vehicles etc all aircraft in an airworthy conditions will be evacuated to other airports

2-the aircraft owner /operator are directly responsible for the security of their leased space. if it becomes necessary for the airport company to have its own emergency personnel tie down or secure property on the leased portion of the airport due the negligence of the les-see or carrier concerned or his/her refusal to take proper precautionary measures, a charge for services rendered will be made and the airport company will not bear any re-sponsibility for damages.

3-Aircraft on the ground at Cairo that can not be evacuated due to maintenance or other reasons ,will be hangered on the basis of space available

IOCC


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Aug 2014

3-7-6Structural Fires

Any one reporting the fires should call the airport emergency operation center and attempt to extinguish the fire until it has been reported to the EOC

Steps Time Initial

1-clear the area around the fire scene of any vehicles

2-isolate electrical supplies and or engineering services as required by the fire services

3-Control the evacuation procedures as required by the fire and according to the location of fire.

4-Establish and maintain crowd control and if necessary ,request assistance for additional police unit

5- After the fires have been contained injured persons attended and removed security maintenance of the site is required until the investigation officials have completed their in-quiry.

IOCC


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Aug 2014

3-7-7Dangerous goods

In case of Occurrences involving dangerous goods may result in an accident involving an aircraft vehicles or baggage containers transporting hazardous materials.

The major problems occurring during a hazardous materials accident are mainly: fire, contamination and/or infection.

In normal operational The IOCC Manager-on-Duty must keep accurate manifest of crew, passenger, and cargo carried on every flight, to include dangerous goods with coordination with cargo , station ,flight operation and crew cockpit tracker representatives in IOCC

The term dangerous goods with synonyms (hazardous materials) and restricted articles are internationally used by all modes of transport. The main list of dangerous Goods fall into:

1-Explosives

2-Compressed or liquefied gases.

3-flammable liquids

4- Flammable solids

5-Oxidizers.

6-poisons and infectious substances.

7-radioactive material

8-corrosive material

9-miscellaneous dangerous goods

Important:

Upon the discovery of broken hazardous materials containers, and to prevent further contamination, affected area must be cordoned off and movement be immobilized whether for people or vehicles

Steps Time Initial

1-when air carrier /company- discover a broken or leaking container of radioactive mate-rial in its custody. it will immediately notify the airport emergency operation centre

2-providing all known information such as shipment location, origin destination, contents, size, amount. type of radioactive material,etc

3--provide assistance and personnel to the national authority of nuclear energy for per-forming clean up decontamination procedures.

4- Provide the official radiological investigators with all information and paperwork relating to the shipment of radioactive material.

IOCC


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Aug 2014

3-7-8Medical Emergencies

An emergency condition might be an acute illness or an accident which requires fast evacuation and hospitalization including exposure to toxic chemicals food poisoning contamination of potable water supply ,acute diarrhea diseases such cholera….etc

1-the representative of the air craft operator will provide the airport company with the information regarding:

-passenger load

-Flight crew complement.

-to be extended the medical coordinator

2- Senior aircraft operator is responsible for notification the relatives of affected passangers and crew.

3-in co-ordination with the airport public information officer and liaison officers the aircraft operator will release the news concerning the emergency case.

IOCC


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Aug 2014

3-7-9Sabotage including bomb threat:

If the passenger and or the crew belong to the air carrier are affected by this emergency case actions will be

as follow:

STEPS Time initial

1-Station manager /designee respond to the emergency site.

2-if the aircraft is at a gate with passenger and crew aboard ,shut down all electecal power and disembark all persons through the normal exit door. The aircraft will be towed via the most expeditious route to the isolated area (Z1,Z2)

3-Upon notification ,ataxiing aircraft will be directed to the explosive threat area via the most expeditious route .

4-Searching the air craft baggage and cargo is the responsibility of the aircraft owner /operator

5-passenger aboard the aircraft in the explosive threat area they should they should be expeditiously off-loaded.

6-all passengers will be removed from the immediate area of the aircraft ,and once the search has been completed may transported to the terminal transporta-tion will be coordinated through the operations control.

7-Prior to being searched, all baggage and cargo will be offloaded and placed on the ramp /taxiway at a minimum of 500 feet from the aircraft.

8-After the search has been completed and no explosive device(s)has been found the aircraft will be released. Relocation of the aircraft to the gate area will be coordinated with airport operations

9-the senior representatives of the air craft operator will provide the airport au-thority with information regarding:

-passenger load

-flight crew complement

-existence of any dangerous goods as soon as possible to be reported to the chief fire officer and the medical coordinator

10- the air craft operator will provide the airport notification of the aircraft acci-dent to:

-state licensing and accident investigation authorities.as required-

-health and welfare agencies

-customs immigration post office

IOCC


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Aug 2014

3-7-10 Hijack or Unlawful Seizure

STEPS Time initial

1-provide company representatives to the airport police commander

2-provide personnel and equipment as requested by airport police commander

3-in conjunction with airport police commander and airport company –airport operations /designee, provide transportation for the hostages

4-Provide essential food and beverages for the hostages and support personnel involved in the operation

IOCC


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4. ERC RESPONSE

IOCC


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----------------------------------------------------------------------------------------------------------------------------------------------------------- Ed.3- Rev.2 CH 4- Emergency Response Center Response 4-1

Aug 2014

4.Emergency Response Center (ERC) Duties & Responsibilities:

1-Acts as the Companies central coordinator for all actions taken in response to all emergency situations

2-Provides guidance and control to the Emergency teams.

3-Determination extent of notification of EGYPTAIR Companies Headquarter, s personnel.

4-Authorization travel of (Site Team-field team-Special Assistance Team- families-other personnel and any other sup-port requested) and arrange transportation, if needed.

5-liaison with Civil Aviation Authorities at headquarters level.

6-Liaison with the field team at the crash site such as:

A-Maintain a list of passenger and their medical status.

B- Crew welfare and return.

C- Oversees overall support effort and communicates information from the crash site, hangar and hospitals to upper management and the Special Assistance Team.

D- Obtain and collection of evidence (Confirmed passenger name list (PNL) /crew list/dead head crew/and cargo load information)

E- Coordinate meals for the families gathering room workers at the scene, hangar, Special Assistance Team members and the Emergency Response Center (ERC) and command centers.

F-Arrange transportation for survivors/family members to hotels or hospitals from the accident site/airport

G- Deploy team to recover baggage, cargo and other company materials when the accident site is released by the local authorities.

7-Keeping accurate time and event logs of all incoming and out going telephone calls and other action taken using ERC Time Event Log

8- Ensuring communication links that are established with all key personnel and reassignment of duties that are ac-complished in a timely manner.

9-Determine staffing hours of the Emergency Response Center (ERC)

10-.Coordinate with the Local Command Center to collect Documents, records and statements

11-Determination when Emergency Response Center (ERC) will be deactivated.

12- Conduct investigation/review of Emergency Response Center (ERC) response to the event to determine strengths and weaknesses for future events.

IOCC


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Aug 2014

4.1 Crises Management Manager

DUTIES &RESPONSIBILITIES:

1-Works with all EGYPTAIR Departments, Governments, Agencies and Other Airlines to evaluate and determine best course of action in case of an Emergency to any of EGYPTAIR companies, star alliance air crafts or code sharing partners.

2- He is responsible for the development, implementation and maintenance of the ERP

3- Updating, Revising, Modification and promoting Emergency Response Plan ERP.

4-Following up the Agreements concerning emergencies between EGYPTAIR and other agencies, code sharing par-ties and star alliance partners

5-Revise the response of each station, department in crisis to avoid the shortage in the future.

6-Ensure and control that internal and external communications strategies are up-to-date.

7-Following up and ensure all personnel with responsibilities under the ERP are appropriately trained and qualified to execute applicable procedures with the coordination of the training center.

8-acts as Post Local Emergency Director, to coordinate all activities within home base and between home base

and accident location after closing of the Crisis Center at Head Office.

4.1.1 Emergency Management Manger Checklist: -

STEPS Time initial

1-PrepareEmergency Response Center (ERC) to be ready for use in crisis management.

2-Secure all documents needed to manage the crisis.

3-Insure all ERC equipment are working efficiently and evaluate staff requirements

4-Security of building must be provided and restrict admittance to Emergency Response Center (ERC) to People with a need to be there.

5-Receive all corporate public relation Media press approved from Emergency Director release prior to dissemination.

6-Maintain time and event log for all members of the crisis team including conversation, directions, phone calls and actions taken.

7-Messages generated via SITA are to be identified by including the word “EMERGENCY” in the first line.

8-Deliver passenger and crew list (in case of an accident) from Emergency Director to be published.

9-folow up and record all Media/WEB news concerning the crisis to inform crisis about any development.

10-Inform personnel of next conference after confirmation from Emergency Director

11-Close the ERC after confirmation from Emergency Director.

12-Gather all documentation associated with event and store in a secured area

And review the shortage to be avoided in the future.

IOCC


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Aug 2014

4.2 Emergency Response Center (ERC) Support Team: -

Duties &Responsibilities: -

1-This position is typically a Crises Management Manager

2-Provide support to the Emergency Director/Crisis Management Manager by acting as second in command.

Location: Emergency Response Center (ERC)

4.2.1Emergency Response Center (ERC) Support Team checklist: -

STEPS Time initial

1-Review the IOCC Manager-on-Duty’s checklist to ensure completion 2-Review notification list from IOCC Analyst. Review Officer contact sheets from the IOCC Man-ager-on-Duty and continue notification of departments and officers as appropriate.

3-EstablishEmergency Response Center(ERC) conference coverage schedule for ERC support:

a. Plan 24/7 coverage (8 hour shifts)

b. One-1 person per position

c. Initially it may be necessary to send people home to ensure relief is available for all positions

4- 4-Establish Microsoft Word document and act as scribe for the Emergency Director

5-Generate IOCC advisories advising field of situation

6-Order food service for Emergency Response Center(ERC) - three-3 meals each day 7-Ensure all Emergency Response Center (ERC) equipment needs are met and coordinated through IT

8-Ensure computer access to flight record is secured

9-Ensure Passenger Name List (PNL), Commercial List (on-list), Off-load list, Crew (Cockpit and Cabin) history

and flight history is retrieved and filed

10Ensure each Emergency Response Center (ERC) department has a 24/7 coverage schedule with contact information.

11-Coordinate building security.

12-Coordinate distribution of nametags for all personnel authorized in the ERC.

13-Coordinate the set up of a Company Work Order Job Record Sheet to cover labor, material, and outside service.

14-.Establish filing system for significant documents (Passenger Name List (PNL), Crew records, contacts, flight documents, turnovers, etc.)

15-Set up conference call status update schedule and coordinate with ERC Manager-in-Charge

IOCC


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Aug 2014

4.3 Emergency Response Center (ERC) Access

Admittance to the Emergency Response Center (ERC) will be restricted to those with a need to be there. (See next item for a listing of departments) All others will be denied entry. Emergency Response Center (ERC) Team Support will authorize the admittance to the Emergency Response Center (ERC). Essential personnel from the following departments will be rep-resented in the ERC in addition to IOCC Management Staff Crisis Emergency Team:

NOTE: Due to space limitations, only ONE representative per department will be permitted access to the Emergency Re-sponse Center (ERC), except for shift change turnovers or other such activities. The G.M. Operations Control or the Vice President IOCC has final decision-making authority on exceptions.

4.4 Emergency Response Team (ERT) Formation:

V.P Flight Operations or representative as (Emergency Director)

And representatives from the following departments (all or part of them according to type of Emergency)

Initial Emergency Response Team called by IOCC Duty Manager

1-Flight Operations- Cockpit crew

2-Technical

3- Public Relations

4-Security

5-Station

6-Cargo/Mail/ Passenger Property

7-Ground Service

8-E-Commerce

9-Cabin Crew

10-Communication

11- The Star Alliance and The Star Alliance Press Office on +49 69 96375110(refer to star alliance Emergency Contact list)

Secondary Emergency Response Team notified by Emergency Support Team

12- Medical Coordinator

13-Inflight Services(Catering)

14- ECAA

15-Insurance/Claims

16- Human Resources and Finance

17-Legal Department

18- Corporate Safety.

19-liasion (other Agencies)

20-others if needed

-See table and contacts of Emergency Response Team ERT in Appendix A

IOCC


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Aug 2014

4.4.1 Emergency Response Team- Emergency Director-:


Manning: Emergency Director in charge

Duties &Responsibilities: -

Overall responsibility for all company activities involving the accident and all emergency situations

Perform and review all duties and responsibilities of the Emergency Response Center (ERC) mentioned later.

Informing and cooperating with the authorities (Airport Emergency Response Center /ECAA/FAA…)

Addressing the media- in cooperating with Press Department

Obtaining regular information to/from the Local Emergency Director

Initial legal financial matters (may be in conjunction with Head Office)

Deliver the documents concerning the emergency to crisis management manager with negative notices to avoid any shortage In the future.

4.4.1.1 Emergency Director in charge Check List:

STEPS Time initial

1-Obtain turnover from the IOCC Manager-on-Duty(MOD)

2-Assign person(s) to notify the needed persons of the crisis team (page 4-6) to be gathered in the Emergency Response Center(ERC) within 45-90 minutes after activa-tion of Emergency Response Center(ERC)

3-Open bridge line from the ERC with all departments notified and act as chairperson throughout the event (

4-Assign and Establish:

Go-team activation (HDQ, and Special Assistance Team) with Coordination with IOCC Manager-on-Duty

Communication with (accident site -LCC - Special Assistance Team Government Agen-cies-Local Authorities- Corporate Insurance)

5-Delegate individual to maintain time and event log for all members of the crisis team including conversation, directions, phone calls actions taken.

6-Messages generated via SITA are to be identified by including the word “EMERGEN-CY” in the first line.

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Aug 2014

STEPS Time initial

7-Prepare a brief statement of the details of the event containing only known facts. This statement used in any communication by all personnel involved use the standard sam-ples of statements in the next pages if possible according to the situation and the aircraft involved (codesharing-staralliance--------)

8-Confirm passenger and crew list.

9-Coordinate with the Local Command Center to arrange transportation for survi-vors/family members to hotels or hospitals from the accident site/airport.

10-Designate primary and alternate official company spokesmen for direct contact with the media.

11-Review all Corporate Public Relations Press releases prior to dissemination.

12-Review all ERC Advisories prior to dissemination

13-Verify all information and clear content with airline’s headquarters.

14-Set up next conference and future conference call schedule.

15-Gather all documentation associated with event and store in a secured area until de-livering them to ……………

16-Determine the Closure time of the ERC and inform the Crisis Management Manager of that time.

17-If a star alliance/code share partner has been involved in an emergency

The operating carrier must notify the cod share partner(s) within 60 minutes of the occur-rence.

IOCC


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-------------------------------------------------------------------------------------------------------------------------------------------------------- Ed.3- Rev.2 CH 4- Emergency Response Center Response 4-7

Aug 2014

4.4.1.2Sample Statement:

Below are examples of standard and basic press releases , which can be used in a crisis., and a list of recommended background information. (Note: before using these statements and releases, check for local and cultural customs. Al-ways take cultural differences in considerations.)

ACCIDENT-TAKE OFF:

“A --------- (EGYPTAIR) aircraft flight no---------on its way to ----------------- (destination port) has been in-volved in an accident during takeoff at...

At this point we cannot accurately tell you the ex-tent of the damage or possible injuries

If specific information- known)

Number of causalities----Their names and condi-tions are not known at the present time.

We are receiving emergency assistance from--------------, --------------- and --------- (police, fire etc). We also have company management at the scene and more of (EGYPTAIR) officials are on their way. Members of the media should gather at ------------(location of press room) so they can be briefed as soon as additional is available and verified

:حادث طائرة أثناء اإلقالع

--إلى ----------نالمتجهة م ---------رحلة مصر للطيران رقم

------------------قد تعرضت لحادث أثناء اإلقالع من -------

---.

هذه اللحظة ال نستطيع تحديد مدى الدمار الذي لحق وحتى

بالطائرة أو عدد اإلصابات وكذلك أسماء المصابين والحالة

إن (امااذا كانت هناك معلومات مؤكدة يتم ذكرها)العامة لهم

----------وعدد المصابين -------لحادث تالطائرة تعرض

------الشرطة--المطاف )------------ولقد تلقينا مساعدات من

ولدينا عدد من مسئولي شركة ( ----------و----------و--

مصر للطيران فى مكان الحادث وفي انتظار المسئولين

------------------وسيكون تجمع مسئولي اإلعالم فى

لموافاتهم بما يرد إلينا من معلومات

ACCIDENT- during LANDING:

“A---------- (EGYPTAIR) flight no-------on its way from ------- (originating port) has been involved in an ac-cident while landing at-----------. At this point we cannot accurately tell you the extent of the damage or possible injuries

If specific information- known)

Number of causalities----Their names and condi-tions are not known at the present time.

We are receiving emergency assistance from--------------, --------------- and --------- (police, fire etc). We also have company management at the scene and more of(EGYPTAIR) officials are on their way. Members of the media should gather at ------------ (location of press room) so they can be briefed as soon as additional is available and verified

:حادث طائرة أثناء الهبوط

--إلى ----------المتجهة من ---------رحلة مصر للطيران رقم

--------------------رضت لحادث أثناء الهبوط فيقد تع ------

وحتى هذه اللحظة ال نستطيع تحديد مدى الدمار الذي لحق . -

بالطائرة أو عدد اإلصابات وكذلك أسماء المصابين والحالة

إن (امااذا كانت هناك معلومات مؤكدة يتم ذكرها)العامة لهم

----------وعدد المصابين -------لحادث تالطائرة تعرض

--المطاف )------------ولقد تلقينا مساعدات طارئة من

ولدينا عدد من ( ----------و----------و--------الشرطة

مسئولي شركة مصر للطيران فى مكان الحادث وفي انتظار

----------------المسئولين وسيكون تجمع مسئولي اإلعالم فى

. لموافاتهم بما يرد الينا من معلومات --

IOCC


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Aug 2014

(Airline HQ) (Airline name) regrets to confirm that its flight (number) from (origin) to (destination) was in-volved in an accident today at/near (location). The aircraft, a (aircraft type) was (give details of phase of flight, if known) when the accident occurred, at (time), local time. At this time, search and rescue operations are in progress and we have no confirmed information about survivors or any possible casualties. (Airline) staff has been sent/will be sent to the accident scene, and will do everything possible to assist the emergen-cy services and local authorities.

It is believed that there were (number) passengers and (number) crew on board flight (number), but we are currently confirming the details of the passenger manifest for the flight.

---------ان تعلن ان رحلتها رقم-----------تاسف شركة

قد تعرضت اليوم لحادث ---------إلى ----------نالمتجهة م

بتوقيت --------------بتوقيت جرينتش و-----------الساعة

--------القاهرة

أثناء ( اسم الموقع)-------------او بالقرب من---------فى

-----وهذه الطائرة من طراز .---------------------اإلقالع من

-----------

والى عمليات البحث واالنقاذ و ال نستطيع وحتى هذه اللحظة تت

تحديد اى معلومات خاصة عن الناجين اوعن وجود مصابين

مدى الدمار الذي لحق بالطائرة أو عدد اإلصابات وكذلك أسماء

سيتم ارسال فريق من /المصابين والحالة العامة لهم وتم ارسال

مسئولي شركة مصر للطيران الى مكان الحادث وسيقوم هذا

لفريق ببذل كل االمكانيات للمساعدة فى عمليات االنقاذ ا

بالتعاون مع السلطات المحلية

--وعدد افراد الطاقم -------ويعتقد ان عدد الركاب على الطائرة

ولكن حاليا لم يتم التاكيد على ----------على الرحلة رقم------

القائمة الفعلية للركاب

(Airline name) has established/is working to establish a passenger information centre, and a toll-free number is available/will be available shortly for family or friends of those who may have been on board flight (number). The toll-free number (if available) is: (give number). For those calling from outside (country), please call (give international country code or alterna-tive numbers).

او سوف تنشا مركز /انها انشات---------------تعلن شركة

.................عن الركاب لالستعالم معلومات

ن المجانى وذلك سوف يتم اتاحة التليفو/وكذلك تعلن عن اتاحة

لتلقى التليفونات من العائالت او االصدقاء الذين لهم ركاب على

---------وهذا الرقم المجانى الدولى---------------الرحلة رقم

-----------------للمتصلين من خارج مصر ورقم -----------

-------للمتصلين من داخل مصر مع وضع الكود الدولى االتى--

--

(Airline name) will release further information as soon as it is available. Updated information will also be posted on the (Airline name) website, at (give website address).

انها سوف تصدر معلومات اخرى ----------------تعلن شركة

تلك المعلومات على موقع فى حالة ورودها وسوف يتم تحديث

--------------------------------االتي-----------------شركة

(يذكر اسم الموقع)------------

Editors’ note: We ask that journalists do not call the special passenger information numbers. Updated media information will be available on the (airline name) website and by calling the media information hotline, on (give number for media calls, if available).

IOCC


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Aug 2014

4.4.1.3SAMPLE HOLDING STATEMENTS CODESHARE PARTNER –TICKET HOLDERS ON BOARD

Issued at (time), (date)

Accident to (Operating Carrier) Flight (number)

(Code share partner HQ) (Code share partner name) learned with great regret today of the accident to (Operating carrier and flight num-ber). The flight, which also carried the (code share partner) flight number (give number) was a joint service from (origin) to (destination), but was operated by (Operating Carrier).

At this stage, it is known that number of (code share partner) passengers were on board the flight. As this is a joint service, known as a “code share”, a number of seats on the (Operating carrier)’s flight are normally sold as (code share partner) seats.

---والمشتركة بالرمز مع شركة)----------------تعلن شركة

) اسف عن وقوع حادث ل انها تلقت بكل( ----------------

--------------ورقم الرحلة------------يذكر اسم الشركة الناقلة

المشتركة )--------------الرحلة كانت تقل ركابا لشركة وهذه(

من ( يذكر رقم الرحلة-)-----------تحت رقم ( معها بالرمز

-------الى محطة(يذكر مطار االقالع)------------------محطة

( يذكر مطار الوصول)-----------

ان عدد (اسم الشركة)----------------------وتعلن شركة

وحيث ان هذه ----------الركاب الذين كانو على تلك الرحلة

---خدمة متبادلة تسمى المشاركة بالرمز حيث ان الشركة الناقلة

--توفر عدد من المقاعد ليتم بيعها لشركة --------------------

-------------------

(Code share partner) does not have any further information about the circumstances of the ac-cident, or about the status of the passengers and crew who were on board. This information will be released, as soon as it is available, by (Operating carrier)

---والمشتركة بالرمز مع شركة)----------------تعلن شركة

انها لم تتلق اى معلومات عن الظروف ( ----------------

المحيطة بالحادث او عن حالة الركاب او الطاقم على متن تلك

الطائرة زوسوف يتم نشر تلك المعلومات حال توافرها من

الشركة الناقلة

(يذكر اسم الشركة)-----------------------

(Code share partner) is currently working with (Operating carrier) to confirm the identities of those on board the aircraft, and to keep their families, friends and loved ones informed. Over the next few days we will provide whatever support and assistance is necessary to our partner (Operating carrier) and to the people affected by this tragic accident

-----والمشتركة بالرمز مع شركة)----------------تعلن شركة

انهما يعمالن معا لتاكيد هوية الركاب على متن (--------------

.ك الطائرة واتاحة تلك المعلومات السرهم واصدقائهم ومحبيهمتل

وعلى مدى اليام القادمة سنقوم بمد يد العون والدعم الالزمين

وكذلك (الشركة الناقلة ) -------------------------لشريكنا

لالفراد المتاثرين بهذا الحادث الماساوى

IOCC


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Aug 2014

(Code share partner) has established a toll-free information number for people who are concerned that their family members or friends may have been on board flight (number). The number is (give toll-free number).

Editors’ note:

We ask that journalists do not call the spe-cial passenger information numbers. Updat-ed media information will be available on the (Operating Carrier) website and by calling the media information hotline, on (give num-ber for media calls, if available).

تعلن شركة)المشاركة بالرمز( --------------- عن اتاحة/سوف يتم اتاحة التليفون المجانى رقم------------

---- وذلك لتلقى التليفونات من العائالت او االصدقاء الذين

لهم ركاب على الرحلة رقم---------------وهذا الرقم

المجانى الدولى--------------------للمتصلين من خارج

مصر ورقم -------------------للمتصلين من داخل مصر مع

وضع الكود الدولى االتى---------

SAMPLE HOLDING STATEMENTSCODESHARE PARTNER – NO TICKETHOLDERS ON BOARD


IOCC


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Aug 2014

Accident to (Operating Carrier) Flight (num-ber)

(Code share partner HQ) (Code share part-ner name) learned with great regret today of the accident to (Operating carrier and flight number). The flight, which also carried the (code share partner) flight number (give number) was a joint service from (origin) to (destination), but was operated by (Operating Carrier).

At this stage, it is known that no (code share partner) passengers were on board the flight. As this is a joint service, known as a “code share”, a number of seats on the (Operating carrier)’s flight are normally sold as (code share partner) seats, but on this occasion (code share partner) had not sold any seats for this particular flight.

حادث للشركة الناقلة

-والمشتركة بالرمز مع شركة)----------------تعلن شركة

انها تلقت بكل اسف عن وقوع حادث ( ------------------

-ورقم الرحلة------------الناقلةيذكر اسم الشركة ) اليوم ل

--------الرحلة كانت تقل ركابا لشركة وهذه(-------------

-)-----------تحت رقم ( المشتركة معها بالرمز)------

يذكر مطار )------------------من محطة ( يذكر رقم الرحلة

( يذكر مطار الوصول)------------------الى محطة(االقالع

انه (اسم الشركة)----------------------وتعلن شركة

اليوجد ركاب علي متن تلك الرحلة الذين كانو على تلك

وحيث ان هذه خدمة متبادلة تسمى ----------الرحلة

------------------المشاركة بالرمز حيث ان الشركة الناقلة

----------توفر عدد من المقاعد ليتم بيعها لشركة -----

---------------------بيع اى مقاعد لشركةولكن لم يتم

.على هذه الرحلة بصفة خاصة

(Code share partner) does not have any fur-ther information about the circumstances of the accident, or about the status of the pas-sengers and crew who were on board. This information will be released, as soon as it is available, by (Operating carrier).

والمشتركة بالرمز مع )----------------تعلن شركة

انها لم تتلق اى معلومات عن ( -------------------شركة

الظروف المحيطة بالحادث او عن حالة الركاب او الطاقم

على متن تلك الطائرة زوسوف يتم نشر تلك المعلومات

حال توافرها من الشركة الناقلة

(يذكر اسم الشركة)-----------------------

(Code share partner) has established a toll-free information number for people who are concerned that their family members or friends may have been on board flight (num-ber). The number is (give toll-free number).

سوف يتم اتاحة /عن اتاحة ---------------تعلن شركة

وذلك لتلقى ----------------التليفون المجانى رقم

التليفونات من العائالت او االصدقاء الذين لهم ركاب على

-----وهذا الرقم المجانى الدولى---------------الرحلة رقم

---------للمتصلين من خارج مصر ورقم ---------------

من داخل مصر مع وضع الكود الدولى للمتصلين ----------

---------االتى

IOCC


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Aug 2014

(Code share partner) is currently working with (Operat-ing carrier) to confirm the identities of those on board the aircraft, and to keep their families, friends and loved ones informed. Over the next few days we will provide whatever support and assistance is necessary to our partner (Operating carrier) and to the people affected by this tragic accident.

Editors’ note: We ask that journalists do not call the special passenger information num-bers. Updated media information will be available on the (Operating Carrier) website and by calling the media information hotline, on (give number for media calls, if available).

-والمشتركة بالرمز مع شركة)----------------تعلن شركة

انهما يعمالن معا لتاكيد هوية الركاب (------------------

على متن تلك الطائرة واتاحة تلك المعلومات السرهم

.واصدقائهم ومحبيهم

العون والدعم وعلى مدى االيام القادمة سنقوم بمد يد

الشركة ) -------------------------الالزمين لشريكنا

وىوكذلك لالفراد المتاثرين بهذا الحادث الماسا(الناقلة

IOCC


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Aug 2014

4.4.2 Emergency Response Team- Station Representative


Manning: Station Representative

Duties & Responsibilities

1-Assist airport(s) involved with development of accurate passenger list so EGYPTAIR may inform families, and Corporate Public Relations Department can release information to media.

2-Compare on-list with local airport ticket lift.

3-Work with up and/or down line stations that may be involved to insure accuracy of lists.

4.4.2.1 Home Base Emergency Response Team Station Representative Checklist:

STEPS Time initial

1-Request briefing from Emergency Director or support team

2-Establish open telephone line with manager of concerned station or/Station nearest.

3-Collect incoming messages from concerned station (manifest/special load notifica-tion/load plan/load sheet….)

4-Determine number of passenger crew on board.

5-Print passenger checked-in list if handling agent performs check-in or request it from previous station.

6-Compare on-list with local airport ticket lift.

7-Work with up and/or down line stations that may be involved to insure accuracy of lists.

8-Turn over all records, logs, transcripts, statements, etc. Pertaining to the emergency action to the Emergency Response Center(ERC) manager

9-Arrange entry visa-accommodation of (field team /special assistance team-families) with co-ordination of the local station manager

10- Report activity to the Emergency Response Center(ERC) manager every 30 minutes

11-Immeditaly collect and preserve all documents and notes on paper connected with the flight ,such as:

1-Weight and balance calculations on paper

2-Load distribution figures

3-Fuel figures and calculation notes

4- Passengers count figures5-Crewmembers count(including additional crew mem-bers on board)

IOCC


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Aug 2014

4.4.2.2 Star Alliance Emergency Passenger Manifest Information:

The passenger manifest is a confidential document that is the sole property of the operating carrier. Where it is neces-sary for the operating carrier to share this information with a member of the STAR ALLIANCE the member receiving the information will endeavor to hold that information secure. The passenger manifest may not be released to the gen-eral public or a government agency without the permission of the operating carrier.

In the event of an aviation disaster, the operating carrier will release the passenger manifest to STAR ALLIANCE members under the following circumstances:

-Where a member is using another member’s Telephone Enquiry Center to answer inquiries from the general public.

-Where another member’s passengers are on the operating carrier’s aircraft.

-Where another member’s passengers are on the operating carrier’s aircraft the operating carrier will only be required -to provide information concerning those passengers.

-Where an assisting carrier is requested to open their Telephone Enquiry Centre in support of the operating carrier, it is in-cumbent on the operating carrier to provide the assisting carrier with a copy of the reconciled passenger manifest as soon as it is available

IOCC


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Aug 2014

4.4.3 Emergency Response Team- Flight Operation Representative in ERC


Manning: Flight Ops Representative

Duties & Responsibilities:

1- Assist Emergency Director about all information concerning the flight and crew.

2-the flight crew is responsible to the emergency director for the preservation of all documentation at flight opera-tions in connection with the accident flight, aircraft and flight crew and for coordinating all Flight Operations home base activities

3-for assisting the flight crew coordinator –field team from the homebase, and for assisting in the investigation of the accident.

4.4.3.1 Emergency Response Team -Flight Operation Representative Checklist:

STEPS Time initial

1-Request briefing from Emergency Director or support team.

2-Prepare all flight documents will be required for entry into destination and mid-route nations (flight plans, weather reports, crew names and crew information…).

3-Prepare all information of all airports around the accident area and coordinate with authorities which airport suitable to handle the field team flight considering curfew or working hours of the airport.

4-Inform Crew names of field team flight to prepare the requested entry visa.

5-Perform what other jobs needed from Emergency Director.

6-advise the cabin crew co-coordinator –field of your intention to meet the returning crew member

7-Determine if the necessary support is in place of their arrival i.e., Doctor &Security.

8- Determine the medical and psychological state of the crew member.

9-Depending on the severity of the incident, psychological state and state of mind of the crew ,they may be released to go home .this after it has bean cleared with the emergency director.

10-Ensure a room or appropriate area is available for a debriefing.

11-Ensure that all pertinent information is gathered.

12-During the debriefing, keep record of what is said.

13-Encourage each crew member to complete assigned written report before he leaves the premises.

IOCC


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Aug 2014

STEPS Time initial

14-Ensure the following points are addressed in the crew member reports;

-nature of mechanical problem

-Liaison with cockpit/cabin

-How and to what degree was the crew involved in the accident

-action taken and activities of each crew member

-was the knowledge learned through emergency training adequate to face this emer-gency

-passenger contribution for preparation and evacuation

-passenger reaction, comments

-other major points

15-Ensure all other reports have been completed

16- Ensure that proper credits are recorded for the crew and, in consultation with sen-ior management and based upon the seriousness of the emergency determine if the crew is to be released from the duty.

17-Submit all reports and document to the emergency director

18-within 48 hours following the accident, the individual crew members must be con-tacted by a management person, to ensure that there have been no adverse side ef-fects.

19-Maintain a record of contact and write summary of discussion.

20-if required, arrange for accompany medical visit and follow-up.

21-secure all documents and manuals in connections with the flight and type of air-craft involved such as:

-Flight plans(hard copies and electronically stored vision)-flight crew personal file and training records –flight crew medical check-aircraft flight manual (AFM)-performance manuals-flight crew operations manuals(FCOM)

-Minimum equipment list(MMEL and MEL)-Route and approach manuals

-Quick Reference Handbook(QRH)-Flight Operation Manual(FOM)-/pilots procedures Manual(PPM)-Emergency Response Guidelines for aircraft incidents involving dan-gerous goods.-Operations Specification-All circulars,bulletins,Notams,posters for pi-lots,etc..

IOCC


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Aug 2014

4-4-3-2 Emergency Response Team Cockpit Crew Representative Checklist:

STEPS Time initial

The Cockpit crew coordinator-Home base is responsible to the emergency director for ensuring the welfare of the flight Crew, preservation of all documents and manuals and assist Emergency Director and accident investigation Coordinator in the internal inves-tigation.

1-Advise Next of Kin

2-Compile flight crew history

3- Plan transportation for flight and cabin crew to Home base

4- plan arrival procedure at home base (security, welfare, medical)

5- liaison with Emergency Director. and with public relation coordinators

6- information to other crew members

7- Support to Crew during investigation

8- Return to service

9-The following are activities in connection with the returning of the crew members to home base, that will need to be planned and co-ordinated:

Written crew statements

Accident investigation

Critical incident Stress Debriefing (CISD) or(CISM)

Interview by the media

Issuance of information bulletins to all flight attendants containing the following:

A-confirmed accident details

B-position of company and actions taken

C-Guidelines to operating flight crews for handling passenger reaction

-Monitoring the other crews for moods and concerns

-Return to service and training of cabin crew members

IOCC


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-------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 CH 4- Emergency Response Center Response 4-18

Aug 2014

4.4.4 Emergency Response Team-Cabin Crew Representative Duties and Responsibilities

The Cabin crew coordinator-Home base is responsible to the emergency director for ensuring the welfare of the flight attendants, preservation of all documents and manuals and assist Emergency Director and accident investigation Coordinator in the internal investigation.

4.4.4.1 Emergency Response Team Cabin Crew Representative Checklist:

STEPS Time initial

1- compile history for each flight attendant

2-Advise Next of Kin

3- Plan transportation for flight attendant to Home base

4- plan arrival procedure at home base (security,welfare,medical)

5- liaison with Emergency Director and with public relation coordinator

6-information to other crew members

7-Support to flight attendants during investigation.

8-Return to service

9-Arrange to have one copy of each of all types of in-flight Service Manuals, includ-ing the following:

a-policy and procedure manual

B-flight attendant safety Manual.

C-Galley Diagram and loading list.

D-Service Operating manual.

E-announcement Handbook.

IOCC


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------------------------------------------------------------------------------------------------------------------------------------------------------- Ed.3- Rev.2 CH 4- Emergency Response Center Response 4-19

Aug 2014

4.4.5 Emergency Response Team- Maintenance Division Representative in ERC


Manning: Technical Division Representative


1-the technical support coordinators responsible to the Emergency Director for preserving all technical doc-uments pertaining to the maintenance ,servicing ,inspection and release of the aircraft connected with the flight involved , and to provide the emergency Response Center with the information and documentation.

Data for the aircraft and flight involved in the accident, for assisting in the accident investigation and coordi-nating investigative activities with the engineering and maintenance department

2- Provide expertise on the development, configuration and other technical details of an aircraft.

3- Provide the crisis management center and local authorities with information that will assist in the rescue activities.

4- Assisting in an accident response effort by suggesting safe points of entry and exit to the hull and identify-ing the location of dangerous, toxic and inflammable substances.

4.4.5.1 Emergency Response Team -Maintenance Division Representative Checklist:

STEPS Time initial


2-assemmble all Aircraft Data, such as:

-Total aircraft and engine time-Time to next Inspection-Hold item List (HIL)

3-Work performed in the last 12 months (all job cards, Work Reports, Aircraft Logs,C-ROM,Data on computer Serviceable/Unserviceable Tags ,FAA Certification Tags and JAA Form 1

The accident investigators will be asking for all the above

4-Collect and freeze the following manuals and documents and electronic information pertaining to the aircraft and flight and hold for the accident investigation coordinator:

-Aircraft Technical log information -Aircraft Maintenance Manual

-Wiring Diagram Manuals -Minimum Equipment List(MEL)

-Parts list manuals. -Technical handling and pooling manual.

-Flight data Recording printouts (previous to accident)

-Service Engineering Advisory and Information Bulletins (SIEB)

-Airworthiness Directories(AD) -Notices To Maintenance Engineers.

-Company notices

5-Provide technical details of the aircraft (tech.log, series number in fleet, last check)

IOCC


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Aug 2014

STEPS Time initial

6-Provide the crisis management center and local authorities with information that will assist in the rescue activities.

7-Suggesting safe points of entry and exit to the hull and identifying

The location of dangerous, toxic and inflammable substances.

8-Prior to departure to the accident Site .arrange to have the following performed by the aircraft departure stations involved :

-collection of fuel and oil samples from the supply sources

On arrival at the accident site perform the following actions:

--collection of fuel and oil samples from the supply sources

-Ensuring aircraft security.

-Taking photos of the aircraft damaged and air craft tracks

-Flight Data and voice recorder security ,and possibly removal of units on behalf of the accident investigator in charge or the police

-ensuring employee safety in and around the aircraft.

IOCC


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Aug 2014

4.4.6 Emergency Response Team - Public Relations Representative in ERC


Manning: Corporate Public Relation Representative


1-Communicate information to the public and media following a business disruption a disaster or other crisis, which could affect the company’s public image or reputation

2-Work closely with crisis management to compile accurate information.

4.4.6.1 Emergency Response Team Corporate Public Relations Representative Checklist:

STEPS Time initial


2-Apply the family assistance manual

3-Invite outside officials as appropriate.

4-Check with the company spokesman to select the best time for a press con-ference

5-coordinate with publicity and information management to prepare a list of re-porters, editors that will attend.

6-Assign someone for arrangement of the conference.

7-Check all the sound equipment and tape recorders before the Conference.

8-Guide the media to the conference room.

9-Notify the media of time and location.

10-Tell the employees that the conference will be held but they are not allowed to attend.

11-Prepare an opening statement.

12-Place a log sheet in the conference room to take the names of the attendees.

13-Check recorded message or music tapes that callers may have to listen to while waiting for their call to be answered -cheerful jingles are not appropriate

IOCC


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Aug 2014

4.4.6.2 Star Alliance FAMILY INQUIRY REPORT

1.0 Passenger’s Full Name:

1.1 Last Name:

1.2 First Name:

1.3 Middle Name:

1.5 Nick Name:

2.0 Caller’s Name:

2.1 Last Name:

2.2 First Name:

3.0 Relationship to Passenger:

4.0 Telephone Number:

4.1 Business:

4.2 Home:

4.3 Other ( specify ):


5.0 Language Spoken:

6.0 Citizenship of Passenger:

7.0 Why they think passenger was onboard:

7.1 Watched them board

Watched them check a bag curbside

Unsure of airline, but knew was going to ___ about that time

Other ( specify ):

8.0 Check here if, passenger NOT on manifest, but caller insists passenger onboard flight

MSO/IOCC- F-03

IOCC


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Aug 2014

4.4.7 Emergency Response Team -Corporate Security Representative in ERC


Manning: Corporate Security Representative


You are responsible to the emergency director to access security at the EGYPTAIR head quarters in Cairo and all other buildings belongings to EGYPTAIR as well as security within the buildings

You are also to provide assistance from headquarters to the security coordinator-field in his task to provide securi-ty at the air craft .EGYPTAIR offices and centers in the accident site area.You are to liaise with the emergency director on security requirements for family and crewmember residences.

1- Ensures the safety of employees and customers and the security of company facilities.

2- Implementation pre-defined company safety and security measures for the duration for the response phase.

4.4.7.1 Emergency Response Team -Corporate Security Coordinator Check list:

STEPS Time initial

1- proceed to EGYPTAIR Emergency Response Center (ERC) ,Request briefing from Emergency Director or support team and Support security coordinator at field

2-Activate security plan to control access to EGYPTAIR Emergency Response Center ,passenger information center Special assistance Team Center and other home base buildings

3- Arrange with crisis support team who must enter to Emergency Response Center (ERC) and record the entry persons by issuing them entry cards.

3- Liaise with Public Relations coordinator regarding press conference to be held and ensure security at the company press meetings.

4- Determine if restricted articles were on board, location and what type. Provide this information to the Fire Chief and investigative authorities.

5- Use the fastest means of communication to get a complete list of cargo board at previous stations. Check this list against cargo recovered and note condition of each shipment on the list.

6- Arrange with crisis support team & public relation the gathering location for families and meters &greeters. Gathering location will be at (---------------------)

7- Arrange with crisis support team and media representative the location of media conference .

IOCC


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Aug 2014

4.4.7.2 Post accident Security Guidelines at home base Check list:

STEPS Time initial

1-Business visitors must be escorted to meetings.

2-Stop having Tours of Hangers, Simulators, Training Facilities.

3-All Captains should be provided with international mobile phones

4-24hr.Guards on Duty at all entrances to hangars

5-Assure external doors of company buildings are locked all times

IOCC


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Aug 2014

4.4.8 Emergency Response Team- Corporate Insurance Representative in ERC


Manning: Corporate Insurance Representative


1- Provide the crisis management team with an accurate interpretation of the company’s insurance coverage. As the crisis response progresses or terminates the crisis management team will be able to better determine the extent of damage and level of losses incurred

2- Planning and agreement between companies Legal Council, Company /Agency Claims Personnel and insurers on the following:

A-letters of sympathy to families

b-Up- front payment for expenses occurring by families

C-Reimbursement of fare? - Never

4.4.8.1 Emergency Response Team Corporate Insurance Representative Checklist:

STEPS Time initial

1-the insurance underwriter needs to be contacted immediately, and in concert de-velopment of a strategy for the air line is imperative


3-Provide the crisis management team with an accurate interpretation of the Com-pany’s insurance coverage

4-Work closely with the damage assessment and salvage team to obtain the infor-mation required to accurately and quickly file insurance claims

IOCC


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Aug 2014

4.4.9 Emergency Response Team-Cargo Representative

Location: Emergency Response Center (ERC).

Manning: Cargo Dep. Representative


1-in the event of an aircraft accident or serious incident, you are responsible to the emergency director to evaluate

the nature of cargo on board and initiate contact with shippers and consignees.

2- Co-operate with local authorities and, in the presence of hazardous materials.

4.4.9.1 Emergency Response Team-Cargo Representative Check list:

STEPS Time initial

1-Request briefing from Emergency Director or Support Team

2- Make contact with the passenger property coordinator-field and make prelimi-nary assessment and determine the level of danger or contamination caused by the accident/incident .consider engaging an agency, specialized in handling pas-senger property.

3-Determine if there is dangerous goods

Yes………… No……………………

4-If yes:

-What kind of this goods-----------------

-The location of these goods-----------------------------

5-Coordinating baggage and cargo information with the passenger property Co-ordinator -Field

6-Prepare all needs to transfer injuries/remains… and other special requests needed.

7-Coordinating claims information from passengers and next of kin with the pas-senger information center.

8-Handling of claims from passengers and next of kin for baggage and personal belongings.

9-coordinating shippers claims with the cargo department

10-Liaise with the insurance Coordinator –home base and the legal advisor.

11-.Liaise with the director Passenger information Center to coordinate Passen-ger name list with property inventory List.

12-Support the passenger Property Coordinator –Field.

IOCC


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Aug 2014

4.4.10 Emergency Response Team Safety and Quality Representative


Manning: Safety and Quality Management Representative


1-Works with all EGYPTAIR departments, government agencies and other airlines to evaluate and determine best course of action should we have a Flight-In-Distress or other dangerous event directed against our passengers, em-ployees or aircraft/ facilities.

4.4.10.1 Emergency Response Team Corporate Safety Representative Checklist:

STEPS Time initial


2-Be sure that all safety requirements will be applied correctly.

IOCC


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Aug 2014

4.4.11 Emergency Response Team- finance &human resources Representative



1-in the event of an aircraft accident, you are responsible to the emergency director for providing

Monetary funds to the company emergency teams and for tracking the cost of the accident.

4.4.11.1 Emergency Response Team -finance &human resources Representative

STEPS Time initial

1-assist company emergency teams with funds (cash, credit cards ,bank wire ,transfer)

2-issue an expense work number for accident cost tracking

3-personally approve large amounts

4-letters of sympathy to families

5-up-front payment for expenses occurring by families

6-follow company financial procedures

7-Reimpursement of fare?-never

8-funeral expences,hospital,medical expences,travel expences,advance on settle-ments ,assistance from insurance adjusters or specialized claims handling agency

IOCC


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Aug 2014

4.4.12 Emergency Response Team- legal Representative



1-in the event of an aircraft accident, you are to assist the president/coo and the emergency director as the legal advisor you are to assist the passenger claims coordinator –home base with legal advice in the passenger and next of kin compensation task.

2-unit set up by Legal Counsel to handle advance payments to passengers and the next-of-kin and to manage legal affairs on request of these persons and internal units.

4.4.12.1 Emergency Response Team -legal Representative in ERC

STEPS Time initial

1-contact the company legal representative closest to the accident site.

2-procceed to the company emergency center and attend the pre-departure briefing.

3-liaise with the insurance coordinator and the president/ceo and develop a claims and next of kin compensation policy.

4-obtain a preliminary passenger name list from the passenger information center and open a file for each passenger

5-Work with the insurance coordinator, passenger, information center director and emergency director on the passenger/next of kin procedure as required

IOCC


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Aug 2014

4.4.13Home Base Emergency Response Team -Medical -Coordinator



1-in the event of an aircraft accident, you are responsible to the emergency director for providing medical advise and support to the members of Field Team and the home base team ,and to ensure medical welfare of the cockpit and cab-in crew members at the accident site and at home base upon their return

4.4.13.1 Home Base Emergency Response Team Medical Coordinator checklist:

STEPS Time initial

1-when advised an aircraft accident by a call from IOCC proceed immediately to the Emergency Response Center.

2-Take along your medical kit and personal kit including identification and travel doc-uments

3-Be prepared to travel directly to the accident site from the emergency center.

4-Attend the pre –departure meeting held by the Emergency Director

5-Make contact with the following Emergency Team Members:

a-Field team Director

b-Cockpit Crew Coordinator –Field

c- Cockpit Crew Coordinator –Home base

d-Flight Attendant Coordinator-Field

e--Flight Attendant Coordinator- Home base

f-Accident Investigation Coordinator

6-Contact the designated Medical Doctor nearest to the accident site and how to proceeds to the station nearest. Instruct him to make contact with the station man-ager or handling agent manager on his arrival, and to offer his assistanceTo him.

7-proceed with the field team to the accident site area.

IOCC


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Aug 2014

4.4.14 Emergency Response Team -Ground Service Representative



1-in the event of an aircraft accident, you are to assist the president/ceo and the emergency director as

4.4.14.1 Emergency Response Team -Ground Service in ERC

STEPS Time initial

1-when advised an aircraft accident by a call from IOCC proceed immediately to the emer-gency center.

2-Be prepared to travel directly to the accident site from the emergency center.

3-Attend the pre –departure meeting held by the Emergency Director

4- coordinating shippers claims with the cargo department

IOCC


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Aug 2014

4.4.15 Emergency Response Team -E-Commerce



-in the event of an aircraft accident, you are to assist the emergency director in Prepare special “dark site” pages which can be activated immediately, and which will replace or overlay the standard pages which normally appear on EGYPTAIR website. The emergency director is the source of the material on the Dark Sites through the E-commerce representative in ERT this material can be forwarded to

E-commerce head office and communication department through Fax,numbered and signed from Emergency Director or representative or communication representative in ERC the material should appear in the dominant local language (Arabic), plus English. It may contains the following statements/pages the duties,responsibilities and check lists explained briefly in chapter 9 concerning emergency communication

4.5 Post Emergency Organization:

organization unit or team in charge of coordinating all relevant activities at the home base and between home base and accident location upon closing of the Crisis Center

4.5.1 Post Emergency Management Delegate,

the Member of Management assigned to remain in Charge after closing of the Crisis Center

at Head Office This team formed from part or all of the following:

1-Crises management Manager

2-Corporate Communication Manager

3-Special assistance Team Manager

4-Legal Division Manager

5-Insurance Manager

6-Human Resource Manager

7-Financial Manager

8-investigation Team Manager

9-Cabin cockpit Crew

4.5.2 Importance of Record Keeping:

It is essential that a comprehensive record is kept of all events, decisions and actions taken.

Good record keeping serves a further serves purpose –regardless of formal inquiry or actions against the company .records such as a summary reports by team members allow learning from the accident and the emergency response action .distributed others can benefit by learning from the reported actions. Some of the benefits from a debriefing pro-cess can be:

-revision to the emergency response plan and its procedures.

-Developing exercises to test alternate approaches.

-strengthen liaison with outside agencies.

IOCC


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Aug 2014

4.6 Field team (Go Team) Formation:

Essential personnel from the following departments can be represented in the Field team. In some emergency cases other departments not mentioned below can be needed, for additional support and information exchange & considered as a Field team.

1-HDQ Management Personnel

2-Egypt’s Pilot Association

3-Flight Attendants Association

4-Special Assistance Team (Family Assistance Team)

5-Maintenance and Engineering (M&E)

6-Revenue Management

7-Representative of operations.

8- Representative of Cargo -Hazardous material (Hazmat)

9- Representative of Medical

10.Safety&Quality

11-Security

12-Civil Aviation Accident Investigation Team

IOCC


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Aug 2014

4.7Guidelines for writing summary reports:

In order to have order and control in the aftermath of and aircraft accident, it is essential to have all team members report in their activities, either on a weekly basis or at the completion of their mission.

Reports are written to the: attention of the emergency director and forwarded to him without delay.All reports are to be signed, with each page at least initialed.The report should include the following:

-Your action taken in chronological order.

-Response in liaison with others.

-Achievements

-Difficulties in performing your tasks.

-Relevant suggestions

-The report must indicate the period the report covers.

What is a record?

The following can be considered a record and may become evidence in the accident investigation and litigation pro-cess:

-Anything in print or writing log books, operational and maintenance manuals, note books, statements, minutes of meetings, calculations, rough notes)

-Transactional documents (flight tickets, manifests, flight plan)

-Computer memory hard discs (all electronically stored memory, including deleted memory )

-All types of video recording (TV, websites, tele-conferencing, video cameras )

-ATC towers tapes, radar recordings, flight data recorders (including maintenance system monitoring recorder).

Audio recordings (telephone, tele-conferencing, personal audio recorder, cockpit voice recorder)

-Emergency response manual, emergency exercise records, emergency response training records alarm call lists, au-tomated alarm system, emergency team member contact lists .

-Employee personal files, training records.

-Flight safety statistics, records of flight safety meetings with management Maps, plans including handwritten marks on them.

IOCC


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Aug 2014

4.8 Field team Names and contact information:

Department

Name

Job position

Telephone

Work Cellular Home

Egypt’s Pilot Ass.

Flight Att. Ass.

Maint.and Eng.

Revenue management

Cargo Representative

Medical Representative

Safety Quality

Security

Medical

Technical

CAA Investigation Team

HDQ Management Personnel

1-

2-

3-

4-

MSO/IOCC- F-04

IOCC


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Aug 2014

4.9 Special Assistance Team contact information

4.9.1 Special Assistance Team names from EGYPTAIR

Department Name

Job position

Telephone

Work Cellular Home

MSO/IOCC- F-05

IOCC


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-------------------------------------------------------------------------------------------------------------------------------------------------------------- Ed.3- Rev.2 CH 4- Emergency Response Center Response 4-37

Aug 2014

4.9.2 Special Assistance Team from other Agencies and/or volunteers:

Department Name

Job position

Telephone

Work Cellular Home

MSO/IOCC- F-06

IOCC


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Aug 2014

4.10 Local Command team

Department Name

Job position

Telephone

Work Cellular Home

MSO/IOCC- F-07

IOCC


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-

5. STATION RESPONSE

IOCC


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----------------------------------------------------------------------------------------------------------------------------------------------------------- Ed.3- Rev.2 CH 5- Outstation Response 5-1

Aug 2014

5. Local Emergency Plan Template

5.1General

This standardized Emergency Procedure Plan format will be used by all EGYPTAIR stations as a basic template for individual Local Emergency Procedure Plans. Additional details beyond this template are encouraged. It's your plan. Make it usable for your station. The emergency state is extraordinary stressful state so your own and local re-

sources have to come in a first phase as well as from other local organizations. Stations will not be left alone. They will be supported By teams from Headquarter, from Star Alliance partners and possibly also from neigh-boring stations to accomplish your local Emergency Response

The checklists of this template include almost all aspects relating to the ability of each group to handle an Emergency in a comprehensive way.

Priority must always be given on Special Assistance for passengers and crew and their families as well as for

own staff. Local Media Spokespersons have an equal high priority and also the protection of mail, baggage, cargo and EGYPTAIR properties.

Your roles will include and not limited in securing the safe and normal daily station operation including the handling of special flights. Directives, support, advice and consultancy will be given by the Crisis Center at Head Office under the leadership of an Emergency / Crisis Director. The protection and security of data, persons, of-fices, family and crew hotel locations must be considered. Guards shall be hired for protection of persons and infrastructure. Documents, computers, logbooks, notes etc. must be locked away in order to prevent misuse or theft. Poor crisis management has a devastating effect on an airline’s reputation.

it is the responsibility of EGYPTAIR Station Manager(Local Local Emergency Director) to request training for his local staff or staff of EGYPTAIR from Emergency Administration or from training Division

-At stations where the size of the EGYPTAIR personnel staff is not adequate to accomplish expected actions EGYPTAIR station Manager has to assign and ask for training for personnel providing contract services and/or negoti-ate interline agreements with other carriers to provide specific actions.

-Emergency actions that may require implementation of this Plan could vary from a natural disaster, an aircraft incident that results in only minimum damage or injuries, to a major catastrophe resulting in total loss of an aircraft, multiple injuries and/or fatalities. The degree of preparedness and individual knowledge of immediate responsibilities must be the same regardless of the accident or severity. In case of a crisis, there is no time to study your own role within

the Emergency Response Organization. There is no time to get acquainted with the airport’s crisis handling in-frastructure. There is no time to discuss and agree on duties and responsibilities with your own staff. There is no

time for introduction visits to authorities and leaders of crisis centers Response actions must be automatic and without reference or question of "where to go" or "what to do.". The individual involvement and familiarization in the

planning stage is therefore as much the key to successful crisis management as is organizational preparation.

-The Station Manager, Supervisors, and/or designate immediate responders as well as the Emergency Response Cen-ter will maintain current copies of a station’s Local Emergency Procedure Plan. Additionally, copies of the plan should be maintained at appropriate locations throughout EGYPTAIR's facilities and be assessable 24 hours a day. Immedi-ate responders and local supervisors should be encouraged to review and enhance the plan periodically. When per-sonnel changes occur, it shall be the responsibility of the senior manager/supervisor to ensure proper training and con-tinuity of incoming personnel. The senior manager and supervisors will be Responsible for assuring that subordinates with assigned functions are familiar with the plan.

-To assist stations in preparation of their Local Emergency Procedure Plans, this template should be made available electronically (via disk, e-mail). Local station personnel can edit this template with the necessary information (names, titles, phone numbers etc.). Provide Emergency Administration with a copy of the updated plan, as they will refer to it in the event of an emergency

IOCC


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Aug 2014

-ALL Managers, Supervisors and those acting in the capacities, must read the Emergency Procedures Manual and become thoroughly familiar with the information contained therein. Local Command Center, Local Support Team, Local Go-Team, and Local Operations Team leaders will review these Sections periodically with their personnel.

-Personnel on-duty at the time of the accident will remain at their posts, carrying on their duties in a Normal manner. - Member of management will notify Personnel OFF-duty to proceed to Station Manager Office as soon as possible as EGYPTAIR personnel staff is not adequate to assist in the dealing with the emergency -All personnel should advise their families and friends NOT to call the airport during an emergency.

5.1.1 General Directions for Station Managers

-Nominate a person for Station ERP planning and documentation processes

-Nominate an Local Emergency Director (preferably the station manager or assistant) and Coordinate that al-ways at least one trained Local Emergency Director is available within reasonable time in case of absences of the essential one and an adequate number of deputies executing the Station ERP in case of an emergency

- Have an updated and locally communicated Station ERP with notification tree. Local Media

Spokesperson and possibly also EGYPTAIR Town Office staff shall be included in this list.

-Updates to be sent electronically to Emergency Response Center for publication

- Nominate a Local Media Spokesperson Officer and an adequate number of deputies being

the official EGYPTAIR representative until the arrival of the Head Office Site Team

5.1.2 Responsibilities of Country or Local Sales Managements

EGYPTAIR Regional managements or local sales managements must

- Be familiar with processes and key persons of the stations’ emergency response by

visiting the station(s) at least once a year

-Coordinate to be at least one trained Local Media Spokesperson is available within reasonable time in case of absences from country The Station Manager must be informed regarding absences of the Country / Regional Manager / Sales Manager

IOCC


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Aug 2014

5.1.3 Coordination with Airport Emergency authorities:

Every airport must have an overall Emergency Response Plan It is vital to know this plan in order to in-

tegrate and coordinate the airline emergency response into this overall plan and to understand which

roles and responsibilities are covered by the Airport Emergency Plan.

In most cases, all involved parties are represented in the Airport Crisis Center including a representa-

tive of the impacted airline All facts, including the information provided by the Command Post at the

scene of accident, will be centralized here. The Local Emergency Director and his deputies must be

familiar with the location of the Airport Crisis Center and its processes.

A personal contact with the Commander of the Airport Crisis Center or with the Airport Emergency Re-

sponse Planner during the handing-over activities of country managers or station representatives is

mandatory.

5.1.4 The Airline Representative’s duties are as follows:

Coordinating information flow between the airline and all parties in the Airport Crisis Center.

Representing the airlines' interests in the Airport Crisis Center with a strong focus on care activities.

Forwarding of information to the local Emergency Operations Center of the airline and/or to the Crisis

Center at Head Office.

Providing information to the Airport Crisis Center from the local and / or from the Crises Center at Head

Office.

Providing contacts, phone numbers, names, functions, organization charts etc. of the Airport Crisis Cen-

ter as deemed necessary to the local Emergency Operations Center and/or to the Crisis Center at Head

Office. Depending on the working methods of the Airport Crisis Center, the airline representative must

be present permanently or only during the official meetings. In case of absence of own staff, he can

delegate this function to a managerial staff of an airport partner organization (Handling Agent; Code-

Share partner, Star Alliance partner etc.). Station Emergency Response Plan

IOCC


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Aug 2014

5.1.5 Out Stations Crises Teams

In an emergency, a smooth working plan must go into action at once without waiting for detailed instructions. The plan and each initial action are based upon a worst-case situation. Initial response should always be on assumption that the accident is serious.

This plan provides for:

Central Command Post - to handle notification and coordination

Site Team - to assist at scene and communication information back to Central Command Post.

Special Assistance Team - to assist passengers and/or relatives and friends of passengers

Terminal Group - to continue essential operations

Local Command Team Site Team Terminal group

Special Assistance Team

Outstation Crisis Teams

IOCC


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Aug 2014

5.2 Initial Incident Accident Notification Briefing Report

Flight NO.: Date:

Carrier: Air craft Operator:

Aircraft Type:

Registration(Branding Star Alliance Other):

Routing Of Flight:

Origin /Destination

Dep. Time: STD ATD : ETA: Delay Code:

Last point of departure: Airport: Time UTC:

Point of intended landing: Airport: Time UTC:

Persons O/B Crew: Cockpit Cabin

Passengers: Infants:

Accident/Incident Occurrence Location:

( Geographical refrences,City nearest to accident)

Time of occurrence UTC: Local:


Phase of operation:

Occurrence description:

Source(s) of Information:

Nature Of Incident /Accident :………………………………………………………………………………….

Overrun , Collision , Explosion ,Bomb threat,Hijacking,Others

Extent Of Damage:

Aircraft , Fatalities , Injuries

Persons O/B Status( if known): Crew: Passengers: Infants:

-Injured : Yes …….. No………. Fatalities : Yes……… No ……..

Special Cargo/Dangerous goods:

Airport Status……………………………………..(airport open or closed ,All Rwys affected or just one)

Nearest Operational airport(s)…………………………………………………..

Name ,Function ,Contact of Person issuing this report

Signature:

MSO/IOCC- F-08

IOCC


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Aug 2014

5.3 Load Status Summary Report

Operating Carrier:

Flight No:

Total Passengers On Board:

Total Crew On Board:

Date:

Issuing Time UTC:

Code share (1) flight No. Passengers No.







Persons On Board Cockpit Crew No. Cabin Crew No. Pax Included Infants No.

Uninjured No.

Injured at hospitals No.

Injured in Airport or hotels No.

Deceased No.

Missing No.

Total No.

Remarks About Special Passen-gers

(WCHR.UM,others)

Remarks About Special Cargo

(Dangerous Goods,Avi,Radioactive,Others)

Person making this report

Name : Job Position:

Signature :

MSO/IOCC- F-09

IOCC


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Aug 2014

5.4 Time Event Log

Time Event Log No ( )

Reporter Name:

Position:



A/C Type:

Tail No.:

Captain:

Routing:



MSO/IOCC- F-01

(Please insert the page number of the log if you use more than one)

IOCC


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Aug 2014

5.5 Local Emergency Procedures – Location Log

Station Item Location Tel.

Local Command Center

Local Go-Team Assembly


Local Operations Team Assembly area

News media Room

Temporary morgue

EGYPTAIR H.Q Safety Investigation con-ference room

H.Q GO-Team Hotel

Hanger/Warehouse (for aircraft compo-nents assembly/analysis)

Emergency Kit location

Portable Lighting location/provision

Airport Medical Station/Physician

Photographer

CAA Command Center

Area hospitals

Police department

Fire fighting

Ambulance

Airport tower

Airport security

Electric company

Custom

Immigration office

Egyptian embassy

Egyptian ambassador

MSO/IOCC- F-10

IOCC


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Aug 2014

5.6 Local Central Command Post Duties

5.6.1 General Procedures

Definition: The working nerve center in an emergency situation, also the primary point or assistance, information, re-quests, etc. All notification and coordination will be handled at this point. Maintain 24-hour communication with Emer-gency Response Center (ERC).

Location: Conference room or assembly area away from the accident site.

Manning: The Manager/Supervisor will act as Local Emergency Director (until relieved by a higher ranking member of management).

Action Documentation: To assure proper documentation of emergency actions, each member of the Control group must maintain time and event log.

Communications: The following is the Basic Emergency Telephone Communication requirements:

- One single-line telephone.

- One portable, mobile or satellite phone.

- Personal Computer, Fax, printer and copier.

-Communication via E-mail can be very useful if possible.

Local command center post LCC (location: conference room or assembly area away from accident site)

Senior manager of Egypt Air ( Local

Emergency Direc-tor)

Station or ramp manager

Manager facilities

Maintenance manager

Local Media Spokes Person

IOCC


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Aug 2014

5.7 Station Manager Local Emergency Director

Duties and Responsibilities

The Local Local Emergency Director will be responsible for coordinating all local emergency response activities.

He will manage the information flow between headquarters and the station, collect and disseminate information

and provide direction when required. The Local Emergency Director may be located in an airline station office or

possibly at the Airport Crisis Center. Delegation of specific checklist tasks is strongly encouraged whenever

possible. In addition the Local Emergency Director is responsible for

- Requesting support from Star Alliance partner airlines / airport authorities / handling agents with the goal of staffing all key functions at the various locations

-Requesting support of specialists from home base in order to ascertain the normal day-to-day operations (tick-eting staff, weight and balance specialists, check-in supervisors etc.)

The central point for these coordination and communication activities between all affected units and the Crisis Center at Head Office will be a local airline Emergency Operations Center LEOC.

This office shall be established as soon as possible. If no airline personnel is present, the handling company will be in charge of this function.

The location of the Local EOC must be known to all staff involved in the emergency response (24 hour day and night operation!) It may also serve as location for reporting to emergency duty.


Manning: Station Manager


A-your prime responsibilities are:

- Provision of welfare and support to the uninjured passengers and crewmembers.

-Provision of welfare and support to relatives and meters of passengers.

-Provision of information to the airport emergency operations center.

- Protection of property belonging to passenger, crewmembers and the company.

-your telephone call direct to the home base emergency response center thirty(30) minutes after the alarm call opera-tions control center.

B-Coordinating all local emergency response activities.

C-Manage the information flow between the authorities and Emergency Response Center(ERC)

D- Controlling of the Emergency until relieved by a higher-ranking member of management.

IOCC


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Aug 2014

5.7.1 Station Manager Local Emergency Director Checklist: -

STEPS Time initial

1--Proceed immediately to the <location>, which is the designated Central Command Post and remain there until relieved. Share known information with local staff and

with appropriate local authorities

2-Make briefing with staff already present regarding

● What is known at this time (facts!)

● What has been done already (activities

What are the next most urgent steps to be done (anticipation)

What tasks are to be performed by whom until when (orders)

Ensure following centers are established and dispatch staff according to Duty As-signment Sheet as available to:

Airport Crisis Center

Uninjured Passenger Reception Center

Telephone Enquiry Center

Casualty Reception Center

Meeters Reception Center

Evaluate staff requirements / functions to be requested from Head Office

and channel request via the Crisis Center at Head Office.

Arrange controlled access to company premises and reception areas (se-

curity)

3-Assure communications are established with IOCC Emergency Response Center (ERC). From this point, direct all emergency and rescue efforts.

4-If necessary, request assistance from neighboring cities to supplement local station personnel (coordinate requirement through your Regional Manager, Division VP or IOCC.

5-Assign interpreters/translators if needed for dealing with the local media, monitoring reports in the local press, and/or working with local authorities And help in translation of bulletins or other printed materials will be released at the site. Alert Local Media

Spokesperson immediately and exchange contact numbers (mobile phone, tele-phone etc.)

6-Obtain names and statements of witnesses as soon as possible for future follow up by investigation authorities.

7-Assume responsibility for publicity ONLY in the absence of a Representative from Corporate Public Relations. DO NOT give out information concerning the probable cause of the accident.

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8-Provide remote working staff with:

- Mobile phone or/and walkie-talkie

-Emergency Kit ( must contain: checklist / telephone list / paper / pen / Forms, if not supplied by the authorities)

9-Verify checked-in passenger list against flight coupons and compare with load sheet,

if applicable and Obtain complete crew name list immediately

10-Verify checked Passenger Name List with immigration office records,

11 - Request regular updates from Airline Field Representative

12-Send regular progress report to EMERGENCY RESPONSE CENTER

13-Assign a staff member to plan and organize support for arriving site team from Head Office or from a Star Alliance partner

14-Provide staff and units involved with latest information and plans

15-Coordinate transportation of uninjured passengers and crew from accident site to designated areas together with Special Assistance Supervisor (if any)

16-Arrange accommodation for uninjured passengers, Meeters, and crew together with Special Assistance Supervisor (if any)

17-Coordinate transportation of uninjured passengers and crew from accident site to designated areas together with Special Assistance Supervisor (if any)

18-Arrange accommodation for uninjured passengers, Meeters, and crew together with Special Assistance Supervisor (if any)

19-Arrange for safe custody of baggage and other personal effects

20-Arrange for food and beverages for all reception and employee areas

21-Request release of baggage, cargo, mail and personal effects of passengers and crew from authorities

22- Prepare for local telephone inquiries, Prepare for personal contact with next of kin

23-Evaluate need for 24-hour presence of local call center and / or town office staff.

24-Coordinate with Air port authority In the event a large number of local passengers is involved in the accident, to open a Meeters Reception Center in the airport or nearby hotels

25-Assist the arrival, set-up and operations of the SITE/GO teams

26-Merge local airline emergency response organization with SITE/GO teams from Head Office or from a Star Alliance partner.

27-Send regular situation report to functions involved.

28-Execute checklist of Local Media Spokesperson and of Special Assistance Supervi-sor if not present and initiate additional measures as required

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STEPS Time Initial

29-DO NOT, under any circumstance, issue any statement that may be interpreted as admit-ting Company negligence in connection with the accident

30-IF the accident is a major one resulting in serious injury, death to passenger or crew,

Call Airport Medical station or identified physician <pre-arranged> <phone number> to report to the assigned first aid station location

31- Arrange crew (cockpit/cabin) hotel accommodations. NOTE: DO NOT inform media of crew location or authorize any contact with them

32-.Assign news media location away from passenger assembly area. If a facility is not available at the terminal area, the closest hotel or other similar area should be considered location of media is……………………..

33-Information released from media location will be the same information as released at Emergency Response Center (ERC).

34-Make sure that NO logos, posters and models are displayed in Media Briefing Center and never use an airline insignia on either background curtain or the lectern.

35-Provide adequate manpower at all terminal locations. When passengers are taken to hospital(s) station personnel should be dispatched to the hospital(s) to determine names of passenger’s admitted/treated, extent of injury, etc. This information should be called back to the on-scene Command Post.

36-Secure all flight document and make 3 copies of each (1copy for IOCC, investigation team, your station) keep original documents in a safe place these documents are: -

1. Flight plan 2. Met- folder- and Notam 3. A/C technical Report

4. Fuel order, Notoc 5. Load sheet and Balance sheet 6. Loading instruction

37-Turn over all record, logs, transcripts, statements, etc. pertaining to the emergency action to the headquarter safety Division

38-If needed, provide controlled access to local company premises and reception are-as (security) and shield next-of-kin from media.

39-The Special Assistance Team will be responsible for coordinating all passengers related requirements form notification to arranging transportation of family/relatives of deceased.

Have the “Meeter / Greeter Information Forms” completed and forward the information to the SAT Center at Head Office.

Coordinate with SAT Center at Head Office regarding travel arrangements for family members

40-serious damage to or destruction of an aircraft, you have to give out only known infor-mation (i.e., flight number, date, and destination). Refer all other questions to the EGYPTAIR communication Department after hours contact IOCC Manager-on-Duty and he or she will contact communication department

IOCC


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Aug 2014

5.8 Station / Ramp Manager the Assistant(s) to the Local Emergency Director

Duties and Responsibilities of the Assistant(s) to the Local Emergency Director

This person is responsible for logging and handling all incoming documents and information including media releases from Head Offices, and distribution to appropriate location. He will compile data gathered by other EOC functional areas for forwarding to the appropriate party after review by the Local Emergency Director . This function will keep a logbook and an updated pending list.

The handling of offers from volunteers or volunteer organizations offering assistance and consequential activi-ties belong also to this function. He / she is responsible for the document archive; unused documents must be surrendered.


Manning: Station Supervisor


1-Review duties and responsibilities with EGYPTAIR station Manager

2- Secure all EGYPTAIR airport/ramp vehicular access points.

5.8.1 Station / Ramp Manager the Assistant(s) to the Local Emergency Director Checklist:

STEPS Time Initial

1-Reports to <Central Command Post>.

2-Review duties and responsibilities with <Senior EGYPTAIR Manager> and, in his ab-sence, performs his duties.

3-Assume responsibility notification and coordination of entire emergency procedure.

4-Ask all unnecessary personnel to leave the Central Command Post and take steps to insure that unnecessary personnel are kept away from this office.

5-Obtain cargo load information on the flight involved, including type, quantity and haz-ards.

6-Secure all EGYPTAIR airport/ramp vehicular access points.

7- Organize for the arriving EGYPTAIR SITE /GO team and also investigation team.

● Local transportation

● Office space

● Local accommodation

● Communication means

● Access to the accident site, if required

8-Make arrangements as necessary setting up:

A- a temporary morgue, and provide the necessary personnel to assist.

B- Coordinate a Biohazard area, Refrigeration trucks, etc.

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9-Assist in assuring sufficient manpower is available to the Special Assistance Team, Passen-ger Services, Corporate Public Relations, and Manager-on-Duty at the Central Command Post.

10-Dispatch the airline. Site Team /field team to the scene. Of accident in close co-ordination with local authorities and supply him with: -

A. Emergency kit (must contain: - check list…………………….etc) telephone list/paper/pen.

B. Communications equipment (mobile phone-walky-talky)

C. Photo or video camera if permitted and available without delays

IOCC


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Aug 2014

5.9 Local Command Team- Maintenance Manager

Location: Conference room or assembly area away from the accident site

Manning: Maintenance manager

5.9.1 Maintenance Manager Checklist:

STEPS Time initial

1-Reports to <Central Command Post >and keep Manager at Central Command Post informed of progress, at all times.

2-Procure and dispatch to the location of the Site Team Staging Area, the supplemental emer-gency equipment located at---------------

3-Provide 24-hour security to entire hangar area. (If necessary, contact hangar space.)

4-Assign personnel to scene as required.

5-Dispatch emergency kit.

6-Obtain additional equipment and supplies as needed by various groups. Keep list of purchases to be charged against station work order.

7-Provide additional manpower as needed.

IOCC


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Aug 2014

5.10 Local Command team -Facilities Manager


Manning: Station Supervisor

5.10.1 Facilities Manager Checklist:

STEPS Time initial

1-Reports to <Central Command Post> and keep ERC and Corporate Public Relations in-formed of rescue effort.

2-Request portable lighting from airport operations. Off airport locations, coordinate with air-port operations lighting equipment or local electric company.

a. AIRPORT OPERATIONS PHONE _________________

b. ELECTRIC COMPANY __________________________

3-Alert telephone repair service of possible need for emergency/mobile phones at the scene of an accident.

a. Business Number: ____________________

b. Home Number: ___________________

NOTE: This essential function is normally provided by the airport emergency procedures plan but, if not, it must be prearranged and provided by the EGYPTAIR Local Emergency Procedure Plan.

4-Assist Senior EGYPTAIR Management with reporting requirements. Refer to the Emergen-cy Procedures Manual.

5-Arrange accommodations for Company officials and representatives of other agencies) in-volved in the investigation.

IOCC


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Aug 2014

5.11 Area Manager Security

You are responsible to the emergency director for ensuring security of company property including the aircraft and all equipment at the accident site, station nearest and locations where the company sets up centers and offices.

You are also responsible to ensure that of passengers and crew is guarded at all times until released to its proper owner.

You are to liaise with the emergency director on security requirements for family and crew member residence

Location: Accident/ Emergency site.

Manner: Area Manager Security

5.11.1 Area Security Manager Checklist

STEPS Time initial

1-proceed to the emergency response center(ERC)

2- Make contact with security coordinator -home base

3-Attend the pre-departure meeting

4-Liaise with the field team director as to security requirement sat the station nearest and at the aircraft involved.

5-support the station manager/handling agent manager

6-the prime security of Area immediately around the aircraft

7- Station offices ,hotel where crewmembers are staying, hotel or location where Family Support Center is located

8-Company area sales offices

9-Company Headquarters Buildings

10-Maintenance Hangers

11-Residences of families and Crewmembers

12-The joint family Support Operations Center(USA)

IOCC

Emergency Response Plan- ERP EMERGENCY

ADM.

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5.12 Nearest Station Manager /Handling Agent Manager

The Nearest Station, is the station nearest to the scene of the accident or most suitably located or receiving a message indicating danger to an aircraft.

Location: Station Nearest

Manning: Station Nearest or Handling agent Manager nearest


In the event of an aircraft accident, you are responsible to the EGYPTAIR Emergency Director for handling all details at this station nearest the accident, until relieved by the EGYPTAIR Field Team

A-your prime responsibilities are:

- Provision of welfare and support to the uninjured passengers and crewmembers.

-Provision of welfare and support to relatives and meters of passengers.

-Provision of information to the airport emergency operations center.

- Protection of property belonging to passenger, crewmembers and the company.

-your telephone call direct to the home base emergency response center thirty(30) minutes after the alarm call operations control center.

a- Coordinating all local emergency response activities.

b-Manage the information flow between the authorities and Emergency Response Center(ERC)

C- Controlling of the Emergency until relieved by a higher-ranking member of management.

IOCC


ADM.

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5.12.1 Nearest Station Manager /Handling Agent Manager Checklist: -

STEPS Time initial

1-Proceed immediately to the <location>, which is the designated Central Command Post and remain there until relieved.

2-Ensure that alarms and basic details about the accident have been provided to the IOCC communications are established with IOCCEmergency Response Center (ERC). From this point, direct all emergency and rescue efforts.

3-Organize your station staff and assign them to duties as per your station –local Emer-gency procedures to the following areas:

Ticket counter staff

Representative to the air port Emergency Operation center

Representative to the relative /meeters Center

Representative to the site

Representative to the hospitals

4-assemble information about the flight

Number of passengers ,Number of crew members

Types of Dangerous Goods (Hazmat)on board

5-Collect and Secure under lock all flight document and make 3 copies of each (1copy for IOCC, investigation team, your station) keep original documents in a safe place these documents are: -Flight plan , Met- folder- and Notam A/C technical Report Fuel order, Notoc ,Load sheet and Balance sheet , Loading instruction,Ticket flight cou-pons of all checked passengers of the flight involved Dangerous goods(hazmat)messages

6-Contact the station Engineer /maintenance Representative For EGYPTAIR and ask him to proceed to your location to meet you regarding proceeding to the accident site .Review his checklist of duties with him and decide on how to proceed in the given situa-tion.

7-If necessary, request assistance from neighboring cities to supplement local station personnel (coordinate requirement through your Regional Manager, Division VP or IOCC.

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8-Assign interpreters/translators if needed for dealing with the local media, monitor-ing reports in the local press, and/or working with local authorities And help in trans-lation of bulletins or other printed materials will be released at the site.

9-Obtain complete passenger and crew name list immediately

10-Obtain names and statements of witnesses as soon as possible for future follow up by investigation authorities.

11-Assume responsibility for publicity ONLY in the absence of a Representative from Corporate Public Relations. DO NOT give out information concerning the probable cause of the accident.

12-DO NOT, under any circumstance, issue any statement that may be interpreted as admitting Company negligence in connection with the accident

13-IF the accident is a major one resulting in serious injury, death to passenger or crew, serious damage to or destruction of an aircraft, you have to give out only known information (i.e., flight number, date, and destination). Refer all other ques-tions to the EGYPTAIR Communication Department

14-Call Airport Medical station or identified physician <pre-arranged> <phone num-ber> to report to the assigned first aid station location

15-Arrange crew (cockpit/cabin) hotel accommodations. NOTE: DO NOT inform me-dia of crew location or authorize any contact with them

16-Assign news media location away from passenger assembly area. If a facility is not available at the terminal area, the closest hotel or other similar area should be considered location of media is……………………..

17-Information released from media location will be the same information as re-leased at Emergency Response Center (ERC).

18-Make sure that NO logos, posters and models are displayed in Media Briefing Center and never use an airline insignia on either background curtain or the lectern.

19-Provide adequate manpower at all terminal locations. When passengers are tak-en to hospital(s) station personnel should be dispatched to the hospital(s) to deter-mine names of passenger’s admitted/treated, extent of injury, etc. This information should be called back to the on-scene Command Post.

20-Turn over all record, logs, transcripts, statements, etc. pertaining to the emergen-cy action to the headquarter safety Division

21-The Special Assistance Team will be responsible for coordinating all passen-gers related requirements form notification to arranging transportation of fami-ly/relatives of deceased.

IOCC


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Aug 2014

5.13 Checklist for planned stations of arrival

STEPS Time initial

1-Activate local notification

2-Assign according to Duty Assignment Sheet of local emergency plan and Brief them about the ongoing situation and facts known.

3-Provide staff at designated areas with mobile phones and / or walkie-talkie as well as with an Emergency Kit (copy of local ERP, checklist, telephone list, paper, pen, forms (if not supplied by the authorities)

4-Alert (security) to control access to company premises and reception areas

5-Order correct display at public information board (e.g. “contact information desk” etc.)

6-Evaluate staff requirements / functions to be requested from Head Office and channel re-quest via the Crisis Center at Head Office. Send regular progress reports to functions in-volved

7-Arrange for food and beverages for all reception and employee areas

8-Inform the own local cargo office / local airport post office

9-Crosscheck this checklist with the checklists of Local Emergency Director , Special Assis-tance Supervisor and Local Media Spokesperson and initiate additional measures as re-quired

IOCC


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Aug 2014

5.14 Aviation disaster to Star Alliance member

Where an aviation disaster has occurred in the vicinity of a station where a STAR ALLIANCE member has a presence, the station will be required to respond through activation of their local emergency response plan.

It is understood that, in order to work together in response to an aircraft accident or incident, STAR ALLIANCE mem-bers at each station are required to meet and understand the roles and responsibilities of each carrier. Further, the STAR ALLIANCE members should periodically meet and review these roles and responsibilities.

The following should be taken into consideration when planning for or responding to an aircraft accident.

The STAR ALLIANCE members operating into the station should work together to determine the best facilities for use when responding to an accident and the best use of personnel at the station.

Where possible, the station response to the accident will be coordinated by the Star Alliance member that is responsi-ble for the area in which the accident has occurred.

The assisting carrier will work with the operating carrier to ensure that the needs fundamental to the operating carrier’s overall management of the response are taken care of.

Other Star Alliance members at the airport will, where required, provide support in responding to the accident.

The initial response to the accident will be conducted using the assisting carrier’s response plan.

Passenger Manifest Information

The passenger manifest is a confidential document that is the sole property of the operating carrier. Where it is neces-sary for the operating carrier to share this information with a member of the STAR ALLIANCE the member receiving the information will endeavor to hold that information secure. The passenger manifest may not be released to the gen-eral public or a government agency without the permission of the operating carrier.

In the event of an aviation disaster, the operating carrier will release the passenger manifest to STAR ALLIANCE members under the following circumstances:

Where a member is using another member’s Telephone Enquiry Center to answer inquiries from the general public.

Where another member’s passengers are on the operating carrier’s aircraft.

Where an assisting carrier is requested to open their Telephone Enquiry Centre in support of the operating carrier, it is incumbent on the operating carrier to provide the assisting carrier with a copy of the reconciled passenger manifest as soon as it is available

IOCC


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Aug 2014

5.15 Checklist for Local Media Spokesperson

STEPS Time initial

1- Coordinate with Local Emergency Director and exchange information

2- Secure regular updates between Local Emergency Director and yourself

3- Contact and Coordinate with airport media Head Office or media relations

officer Notify appropriate authorities of the accident, if required and if not

done by the Local Emergency Director

4- Coordinate with your Star Alliance and Code Share Partner’s

5- Inform the embassies or consulates and request support if needed

6- Organize 24-hour presence of local call center and/or town office

7- Activate the local company lawyer (if applicable) for duty

8- Notify the local media and circulate news releases in cooperation with the

Crisis Center / Corporate Communications at Head Office

9- Coordinate updates of the local website with the Crisis Center at Head Of-

fice.

10- Make arrangements for an adequate facility for a media conference includ-

ing audio / visual, security, translators etc

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5.16 Basic media statement

Introduction :

Ladies and Gentlemen My name is......................................... I am the XXXX

(Station Manager / Country Manager / Sales Manager of EGYPTAIR at ........................ airport / ………………. (city).

- EGYPTAIR regrets to confirm the disappearance of flight XXXX flying from XXXX to XXXX, scheduled to ar-

rive at XXXX local time today,

- “EGYPTAIR to confirm, that according to currently available information (an) (aircraft type) of xxx EGYPTAIR / had an accident at approximately xx hours (xx hours local time) today (date)

at / near xxx (location).

- MS Flight xxx was a scheduled to travel from xxx to xxx. Scheduled time of departure was XXX, scheduled time of arrival was XXX (local time). Xxx passengers and xx crew were registered on flight MS xxx.

End -We regret that no other information is available for the time being.

The Communications department of EGYPTAIR will issue regular updates whenever additional details become available. The latest news releases will also be available online at www.EGYPTAIR.com/

A corporate spokesperson will provide you with more details at a later stage. I myself must return

now to my assigned duties. I ask for your understanding for this situation and thank you.

EGYPTAIR fully shares the anxiety and distress of the families of the passengers concerned. The families are been taken care of in a specially reserved area at ………(designated Location)

IOCC


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6. SITE TEAM RESPONSE

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6. Site Team:

6.1 Site Team Duties &Responsibilities:

Perform Responsibilities for all airlines Activities at the accident site.

Interact with local Rescue organization

Report all activities from the accident site to LCC. And Emergency Response Center (ERC) in Cairo.

6.1.1General Procedures

Notification/Response: In the event of a major accident on/off the airport proper, recognize that the Airport Crash/Fire Res-cue and Police Departments will more than likely arrive at the scene first. The Fire Chief at the scene is in charge until the threat of fire is removed. These people are far better qualified and equipped in handling fire situations and in handling vic-tims of an accident. An airline representative, called Airline Field Representative, must impose his presence at the scene of accident at or near the command post. He must make himself known to the “On-Scene” Commander and to his organiza-tion.

The function of the Site Team is to provide assistance as necessary under the direction of the civil authority in charge.

NOTE: IMMEDIATE RESPONSE IS IMPERATIVE:

SITE TEAM: The remainder of the Site Team should also get to the scene as fast as possible. This Group should meet at <Designated Location> and proceed as a group. The Group should include uniformed employees whom passengers will readily identify as EGYPTAIR’s representatives. All personnel should have their EGYPTAIR identification in their possession. This group must take the Emergency Kit with them and necessary emergency communication equipment.

ON-THE-SCENE: One of the first duties of <Designated Leader> will be to assess the situation and advise the Central Command Post by available communication as quickly as possible.

DUTIES: The following Site Team duties/checklists were developed to assist on scene.

Action on each of the items will vary depending on the type and severity of the accident situation. Regardless of the type of accident or degree of severity, there can be no substitute for level headedness and intelligent action.

Site Team Organization

Site Team

Maintenance manager

Cargo super-visor

Supervisor pas-senger service

First to scene Maintenance

Supervisor

IOCC


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Aug 2014

6.1.2 Emergency Kit Used By Site Team

The following items should be maintained and stored in Operations.

The emergency kit should remain pre-assembled in an attaché case, READY-TO-GO.

1. Six (6) Pads of Paper, lined and graph

2. Twelve (12) Pencils and Pens

3. Six (6) Flashlights

4. Six (6) Sets of Batteries

5. Six (6) Pairs of Cotton Impregnated Rubber Gloves

6. Five Hundred (500) Passenger Information Cards

7. Surgical Mask and Gloves

8. Small General Purpose First Aid Kit

9. Mobile Phones

9. Personal Protective Equipment

Local Management will be responsible for the contents of the Emergency Kit and should conduct an inventory of the kit every six months. After the inventory, the Emergency Kit will be locked and the key kept in <location>. If the key is not immediately available when the kit is needed, the lock will be broken.

IOCC


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Aug 2014

6.2 First-to- Scene- Checklist for Airline Field Representative

Duties and responsibilities of Airline Field Representative

He is the airline representative at the accident site. He will report to the (station manager or repre-sentative) Local Emergency Director all activities from the accident site.

1- He is responsible for interacting with local rescue organization and authorities He may be a

known staff member, a representative of the Handling Agent or a qualified representative of

a Code Share or Star Alliance partner(Prefer native speaking person).

2- He also assist the company investigation team.

3- coordination between the the Emergency Response Center ERC and On Scene Com-

mander

4- To represent the airline’s interests with all parties and individuals present at the scene of

accident

5- To provide the “On Scene” Commander with: Airline expertise as requested, Various infor-

mation as requested as:(Details of aircraft, Number of people on board (passengers/crew),

Fuel quantity, Dangerous goods Cargo load / Special Cargo )

6- To provide the Local Emergency Director with: -Passenger, Crew and Aircraft status - Up-

date on activities at the scene - Advice on passenger transportation needs -To provide con-

tacts, phone numbers, names, functions, organization charts etc. of command post as

deemed necessary to the local command post and/or Headquarters

IOCC


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Aug 2012

6.2.1 First-to- Scene Airline Field Representative checklist: -

STEPS Time initial

-Before leaving to the scene of accident:

1-Request briefing from Local Emergency Director

2-Request Walky-Talky and or mobile phone from station manager(Local Emergency Director ) and Check if communication equipment is opera-tional

3-Get 2 copies of following documents if available

a-passenger list b. Crew list c. Cargo Manifest & or load message

4-Exchange contact numbers (mobile phone, telephone etc.) with Local Emergency Director

5- proceed to the scene of the emergency by the fastest mean available.

The following points must be clarified before dispatching an Airline Field Representative:

- Identification, document and/ or uniform is needed in order to be able to access to the scene of accident?

- Where is the meeting point to join the authorities’ accident site team con-voy to the site?

- How will the communication with the Emergency Response Center ERC of the Airline be done?

IOCC


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Aug 2014

At the scene of accident:

DO NOT interfere with the duties of the crash/fire rescue teams. DO NOT OPEN CARGO DOORS OR ACCESS DOORS UNLESS AUTHORIZED BY THE FIRE CHIEF, OR THE NTSB(USA)

- Report to, Establish contact with the Central Command Post /Site Team Leader, explain your role and exchange information. report status and immediate assistance requirements

- Provide authorities with documents on request (e.g. passenger and crew list, cargo manifest etc.)

-Approach the scene, assess conditions and provide information to the Central Command Post:

General Condition

Fire (yes-no)

Passengers evacuated (yes-no)

Fire Department on scene (yes-no)

Injuries/fatalities (yes-no)

Equipment needed (i.e., transportation, blankets)

-Establish contact with the crew, explain your role and exchange information.

-Ensure transportation is arranged for surviving passengers and crew

-Ensure proper security and access control to the scene of accident by authorities

-Give frequent updates to the Local Emergency Director about evolution of situation and all information concerning status and location of passengers and crew

Ensure photographs of the scene of accident are taken

Take note of weather conditions and aircraft location and status

- Keep the Central Command Post informed at all times.

-Be familiar with Emergency Access Locations on EGYPTAIR aircraft types.

IOCC


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Aug 2014

6.3 Passenger Services Supervisor

Location: Accident / Emergency Site

Manning: Shift leader/ Passengers handling Supervisor.


A-Prepare location to receive and Assemble the uninjured passengers or passengers with minor

Injuries the assembly area should be away from the public and media.

B- Assist passengers with completing passenger’s information forms.

C- Share information with appropriate Authority

D- Assess and provide medical, physical and emotional needs of passengers.

IOCC


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6.3.1 Passenger services Supervisor checklist:

STEPS Time initial

1-Request walky-talky or mobile phone and Confirm the communication equipment works.

2-Pick up Emergency Kit and Portable Radio/Telephone in <location>.

3-Proceed immediately to <Site Team Staging Area>.

4-Take as many personnel and equipment as is deemed necessary to the scene.

5-On arrival at the scene, in the absence of the <Site Team Leader>, assume com-mand, and provide the immediate needs of survivors and crewmembers.

6-Delegate at least one person to accompany passengers to the First Aid Location at <location>

7-Distribute Passenger Information Cards (contained in the Emergency Kit) to pas-sengers to fill out and return at the terminal area (as situation dictates).

8-Obtain passenger injury list, keep the list updated from the triage area

9-Keep Central Command Post Informed at all times.

10-Prepare location to receive uninjured passangers, if not done by authority handling agent.

11-Exchange contact numbers with STM andEmergency Response Center(ERC) and LCC

12-beverages and food for uninjured passangers and staff

13-Attend to immediate needs of survivors and crewmembers.

NOTE: If a slide evacuation has taken place, most passengers and crewmembers will be barefoot and may require assistance. In addition, some passengers may have been saturated with jet fuel and require immediate showers and change of clothing. Assist passengers from the crash site to a safe area or Special Assistance Team loca-tion

14-Transmit requirements of uninjured passangers (Accommodation, transport etc) to central command post LCC

IOCC


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Aug 2014

6.3.2 Passenger Information Form

Passenger Information Form

Use block letters and send form as soon as possible to the operating carrier

Please tick appropriate box whenever asked for

MUST Flight number Date and time of issuing this form

/ /

Station

MUST Passenger Mr. Mrs. Chd. Inf. Male Female

Family name First name Middle name

Which other name might have been used for booking in passport?

Address Street: City State

Country Postal code Zip

Nationality 1 Nationality 1

Date of birth DD/MM/YY Language(s):

Religion: Phone (country/city/phone no.) Mobile phone:

Office phone:

Passenger status

CAN Physical status Uninjured Injured Nature of injuries

CAN Traveling together with or tour operator

Special requests (e.g. kind of transportation, special medication or medical treatment)

Family

Are there family members to be contacted

YES NO

Meeters and greeters at the air port

YES NO

MUST Relationship to passenger:

Phones:

Home phones:

Office phones:

Mobile phone:

Address

Street: City:

Postal code State:

Country:

MSO/IOCC- F-11

IOCC


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Aug 2014

6.4 Cargo Supervisor

Location: Accident/Emergency Site

Manning: Cargo supervisor.

6.4.1 Cargo Supervisor Checklist:

STEPS Time initial

1-After learning of emergency proceeds immediately to <Site Team Staging Area>.

2-Take available personnel and equipment as deemed necessary. Leave enough person-nel to handle essential operations.

3-DO NOT interfere with duties of crash/fire rescue groups, until there is no threat of fire. DO NOT open aircraft cargo or access doors unless authorized by the fire chief and local authorities.

4-Determine through Central Command Post if restricted articles were on board, location and what type. Provide this information to the Fire Chief and investigative authorities.

5-After passengers and crewmembers have been attended to, you have to remove pas-senger baggage and cargo to a safe distance. Assure adequate security and protection from weather. If contents are hazardous, place in secure biohazard area.

6-After clearance by local authorities investigators and Safety Division Representative, obtain disposition information before removing baggage/cargo from scene.

IOCC


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Aug 2014

6.5 Maintenance Manager


Manner: Area Manager Maintenance

The Ground Engineer / Maintenance Supervisor, proceeding to the accident site,

endeavors to collect and to protect technical evidence.

- He offers his support as a technical aircraft expert to accident site organizations and to the Investigation au-thorities, especially with regard to the securing of Flight Data and Voice

Recorders but also to issues related to aircraft removal / aircraft recovery activities.

- Important:

- The aircraft and the accident site area under the jurisdiction of the Police and the Accident

Investigator in Charge until the time both agencies release the aircraft. Access to the site and the aircraft,

as well as any activity, must be first cleared by the person in charge at the site..

6.5.1 Maintenance Manager Checklist:

STEPS Time initial

1-Request Briefing from Local Emergency Director and start personal log book

2-Ensure collection and safe storage of all aircraft technical information and documenta-tion as required and available (e.g. maintenance logs, fuelling, records etc.) Proceed to accident site (with the support of airport authority if needed), equipped with ID cards, camera and business cards if available

3-Upon notification proceeds directly to <Site Team Staging Area> and proceed to scene of accident prior to departure to accident site ,arrange to have the following performed by the air-craft departure stations involved

4-Obtain Emergency Kit (writing paper, pen, phone directory, checklists camera (preferably Digital) etc.)

IOCC


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Aug 2014

. on arrival at the accident site perform the following actions:

5-Make contact with the Accident Site Commander / Police Chief / Chief of Fire Brigade / Accident Investigator, identify yourself as a technical expert for such tasks and propose and Offer assistance in the locating and removal of the Flight Data and Voice Recorders , disconnecting aircraft batteries, turning off fuel booster pumps, locating parts etc.

6--Exchange contacts (cell phone numbers and / or office numbers)

7- collection of fuel and oil samples from the supply source

8-Ensuring aircraft security

9-Taking photos of the aircraft damage and air craft tracks

10- Check with cockpit crew to assure circuit breakers of voice and flight recorders were pulled, if not, wait until the authorities arrive. Flight data recorder and cockpit voice recorder are considered part of aircraft records and are NOT to be disturbed when removing voice recorder, do not remove tape from unit. Tape removal must be done in accordance with authority's instructions. Flight Data and voice recorder security ,and possibly removal of units on behlf of the accident investigator in charge or the Police.

-Ensuring employees safely in and around the aircraft.

11-Obtain clearance from the Person in Charge at the site prior to begin of this ac-

tivity -Record and --- photograph any pertinent information and details of utmost im-portance as (Significant tracks on ground that may be obliterated, signs of bird strike, Posi-tion of aircraft controls outside aircraft, skid marks, tire tracks, wreckage details)

-Preserve Perishable Evidence, (Icing, Soot marks, Broken trees, Ground tracks etc.).

-Preserve Perishable Evidence, (Icing, Soot marks, Broken trees, Ground tracks etc.).

-Draw sketches, or maps of these positions etc

-No ground power be connected to aircraft until authorized by local authorities Investigators in charge.

12-Impound any related maintenance records at station. NOTE: Assure all tags; photographs and notes are marked with date, time and position.

13-Keep the Local Emergency Director informed of what you are witnessing at the acci-dent site, possible by sending him MMS, if your cell phone is equipped with such feature

14-Develop an aircraft wreckage removal plan or assist in the issuance of a removal plan

IOCC


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Aug 2014

6.6 Maintenance supervisor duties


Manner: Maintenance supervisor.

6.6.1 Maintenance supervisor duties Checklist:

STEPS Time initial

1-Proceed directly to the Site Team staging area and then to the scene of emergency in uniformed shape holding the emergency kit and Radio/ Telephone equipment take a minimum of three mechanics to the scene and act in place as maintenance manager until he arrives.

2-Coordinate with fire control personal in removing all persons to a point well clear of aircraft provide protection by use of blankets.

3-Insure the aircraft’s tail and any other part of of the aircraft displaying the flag colours and/or the airline’s logo is covered or, if possible painted white –or another colour – to cancel the airline’s distinctive marks As the crashed aircraft will be photographed, filmed and often portrayed by the media.

4-Take necessary steps to prevent disturbance of aircraft by appoint guards from avail-able persons or from police if necessary to disturb any part of the aircraft for removal of persons or to prevent further damage to the aircraft or cargo, make notes of the posi-tion of all parts disturbed.

5-After ditching or water landing in which the location of wreckage may change due to tides and current, point of impact and/ or position of main wreckage should be located by marine buoys as soon as possible.

IOCC


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7. AIRPORT TERMINAL TEAM RESPONSE

IOCC


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------------------------------------------------------------------------------------------------------------------------------------------------------------------ Ed.3- Rev.2 CH 7-Airport Terminal Team response 7-1

Aug 2014

7. Airport Terminal Group Duties

7.1 General Procedures

A-The Terminal Group will undertake the most essential and most difficult task.

B-This group consists of those who remain in the Terminal to continue operation and services and man the designated assembly point for passengers.

C-The Terminal Group will respond to emergency requests for equipment, supplies and personnel.

D- MANNING: The Terminal Group will be headed by a passenger services Manager/Supervisor and assisted by per-sonnel from each department.

E -NOTIFICATION/LOCATION: Upon notification of an emergency, personnel designated in the Terminal Group will pro-ceed to pre-assigned locations and take up duties vacated by personnel in either the Central Control or Site Teams.

NOTE: Since the Terminal Group members will have direct contact with passengers and the public, it is imperative that they be kept informed on pertinent details necessary to keep the public informed, i.e., waiting rooms for passengers, whom to contact for information pertinent to passenger status, etc.

TASKS: The following task sheets outline specific responsibility/duties. The degree of accomplishment will vary with the type and severity of the emergency situation. Good judgment, level headedness and advance preparation will minimize confusion and associated unanticipated problems.

Airport Emergency Team Organization

Passenger services man-

ager Cabin ser-vices man-ager Ramp supervisor

Ramp/ car-

go manager

Airport terminal group

IOCC


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-------------------------------------------------------------------------------------------------------------------------------------------------------------- Ed.3- Rev.2 CH 7-Airport Terminal Team response 7-2

Aug 2014

7. 2 Passenger Service Manager

Location: Station at airport.

Manning: Manager passenger service (shift leader / station supervisor)


Prepare location to receive. Meeters and Greeters (relatives and friends) Assembly area designated for these people. Should be away from the public and media.

Provide. Information to Meeters and greeters (relatives and friends)

Gather information from Meeters and greeters share information with appropriate authority and LCC and IOCC.

Assess and provide. (Psychological) first aid as appropriate

7.2.1 Passenger Service Manager checklist: -

STEPS Time initial

1-Report your location to the Central Command Post, (portable transceiver or telephone) and keep them apprised of your location at all times

2-Proceed directly to the airport ticket counter, taking complete charge over information being given to the public. Restrict comments to known facts - coordinate in-formation to be provided with the General Manager at the Central Command Post.

3-Prepare location to receive. Meeters and greeters if not done by authorities/handing agent.

4-Secure the transportation to pick up passengers at the scene and have them escorted to the scene by a member of airport security/police and a passenger service agent with port-able communications.

5-Provide the Central Command Post with transportation status and estimated time of arri-val on the scene. All passengers must be brought back to the assembly area <...............> for a physical examination. A member of the on scene Site Team should accompany the transportation back to the assembly area. Assure passengers are kept informed as to their status and ongoing actions.

6-Assure the availability and presence of a physician at the assembly area.

7-When passengers are brought back to the terminal; assign one person to guide passen-gers from buses to Terminal Group assembly <...............> area where the physician(s) will examine them.

8-IF passengers are brought back, contact airport restaurant <phone number> to furnish necessary snack and refreshments. If restaurant is closed, contact caterer <phone num-ber>.

IOCC


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Aug 2014

7.3 Ramp/Cabin Services Supervisor

Location: EGYPTAIR station office.

Manning: Station Supervisor or Station Officer / Shift Leader.


A-Collect the signed. Information cards from pax.

B-Secure written report from physician about condition of each examined passenger

C-Assist passangers to change their clothes and others thing.

7.3.1 Manager / Ramp / cabin services supervisor check list:

STEPS Time initial

1-Establish contact with central Command Post and proceed to designate assembly area and keep him apprised of progress in the area.

2-Coordinate all activities transpiring in the assembly area, which is the combination first aid station/physical examination area for passengers.

3-Accommodate relatives and friends of passengers involved in the emergency in <location> room

4-When passengers arrive at the assembly area <...............>; collect the signed information cards from each passenger.

Additional cards are located at --------------.

5-Secure written report from physician as to condition of each examined passenger.

6-Request additional assistance as required from the Central Command Post.

7-Keep the Central Command Post apprised of progress in your area.

8-Assure availability of necessary personnel/ equipment

a. Passenger Transportation

b. Hotel Accommodations c. Further Medical Treatment.

d. Telephones.

e. Clothing NOTE: Passengers whose clothing was saturated with fuel are vulnerable to serious burns. They should be allowed to shower and change clothing as soon as possible.

f. Baggage Information

9-Keep the news media away from the passenger assembly area <...............>.

IOCC


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Aug 2014

7.4 Ramp / Cargo Manager

Location: Station at airport

Manning: Manager Ramp/Cargo

7.4.1 Ramp / Cargo Manager checklist: -

STEPS Time initial

1-Upon notification, proceed to Terminal and Keep the Central Command Post ap-praised of your location.

2-Determine if there are restricted articles aboard the aircraft and advice the Central Command Post of the zone location and The Central Command Post will advise IOCC of the location on the aircraft of restricted articles.

3-When requested, dispatch personnel to the Action or Terminal Group

4-Use the fastest means of communication to get a complete list of cargo board at pre-vious stations. Check this list against cargo recovered and note condition of each ship-ment on the list.

5-Forward all undamaged cargo via the fastest means to its final destination. Document the time and name of who released shipment

IOCC


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8. SABOTAGE, HIJAKING AND BOMB THREATS

IOCC


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-------------------------------------------------------------------------------------------------------------------------------------------------------------- Ed.3- Rev.2 CH 8-Sabotage, Hijacking and bomb Threat 8-1

Aug 2014

8.1Sabotage Threats:

8.1.1 BASIC QUESTIONS for Determination of Credibility of The Notification (use a separate paper if

required):

Recipient of a bomb threat telephone call should always ask the following basic questions

If possible (To get more information and to prolong the telephone call as long as possible):

NO. QUESTIONS ANSWERS

1 What time the bomb set to explode?

2 Where is the bomb placed?

3 What kind of device is it?

4 Who and where are you?

5 Why did you place the bomb?

6 Why have you chosen to damage or destroy

this aircraft /building?

7 What explosive is being used?

8 Of what group are you a member?

Notify the IOCC Manager-on-Duty immediately. Based on the above information, IOCC will determine whether the threat is to be considered a positive threat and handle accordingly.

IOCC


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Aug 2014

8.1.2 General Main Steps followed by any Sabotage Threats

No. STEPS Time initial

1- The person receiving the threat shall IMMEDIATELY notify the Supervisor on Duty and in his turn notify IOCC Duty manager

2- IOCC Duty manager will determine if the threat is positive or indefinite.

3- If the threat is classified as indefinite, it is important that NO further discussion is con-tinued with anyone unless directed by IOCC Duty manager

4- After IOCC Duty manager has determined the threat to be positive, then he will notify the captain and Notification List will be implemented using E.N.D

5- provide company representatives to the airport police commander

6- provide personnel and equipment as requested by airport police commander

7- in conjunction with airport police commander and airport company –airport operations /designee, provide transportation for the hostages

8- IOCC will immediately notify Managers of any positive threats.

9- Consider alert procedure, which mean that the alert should extend one hour beyond the scheduled flight time. And full safety and security measures should be taken, in-cluding remote parking of aircraft, passengers’ safety and convenience and inspection of baggage, cargo and aircraft.

10- Provide essential food and beverages for the hostages and support personnel involved in the operation

IOCC


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Aug 2014

8.1.3 Sabotage / checklist :

The Integrated Operations Control Center (IOCC) at <+202-24181900- EXT. 81149-81122> must be contacted IMME-DIATELY on every threat.

The Supervisor or the person receiving the call will furnish details of the alleged report including pertinent information:

No. INFORMATION NOTICES

1- Reporter Name

2- Time of call

3- Flight Number

4- Gender of Reporter (male-female)

5- Mean of report (telephone – fax – Sita)

6- Caller 's voice (calm – angry – excited slow – rapid – soft – loud – laugher – crying – normal – nasal – deep – Deep breathing – familiar).

7- Background sounds (clear – music – voices – house noises – other – threat – Street noises – factory noises – animal noises)

8- Language: 1-Arabic 2-English 3-French 4-Others (Well spoken – incoherent – irra-tional)

9- Speech:(fast-distinct-stutter-slow)

10 Location call received

11- Accent:(local-foreign-race-regional-other)

12- Warning pertains to

1-aircraft

-Flight number: -date: -a/c type: -Reg.: -present location: -Demand:

2-Buildings and installations:

-Details of threat:

-Details of building:

13- Location of bomb if possible

14- Name of call Recipient

Other Details

MSO/IOCC- F-12

IOCC


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Aug 2014

دليل تلقى اتصال بتهديد أوعملية ترريبية:

البيان مالحظات

:اسم المتصل

: وقت االبالغ

: رقم الرحلة

: جنس صاحب االتصال

اخرى –رسالة محمول -موبايل-سيتا-فاكس-تليفون)وسيلة االبالغ

-عميق-يتحدث من انفه-عادى-صوت صارخ-ضاحك-عالى-ناعم-سريع-صوت غاضب بطئ-غاضب-هادئ)صوت المتصل

مالوف-تنفس عالى

-ضوضاء حيوانات-ضوضاء مصنع-ضوضاء شارع-تهديدات-ضوضاء منزلية-اصوات-موسيقى-الشئ)خلفية الصوت

(أخرى

اخرى-4فرنسية -3انجليزية -2عربية -1المتصللغة

(ضعيفة-متوسطة-جيدة)درجة االجادة اللغوية

(بطيئة-بصعوبة-واضحة-سريعة)طريقة التحدث

:موقع تلقى االتصال

(أقليمية-أجنبية-محلية)طريقة النطق

(معلومات أخري-التسجيلحروف -نوع الطائرة-التاريخ-رقم الرحلة)طائرة -1التحذير خاص ب

(تفصيالت المبني-نوع التهديد)مبني-2

:موقع المتفجرات ان امكن معرفته

:اسم متلقي البالغ

:معلومات أخري

MSO/IOCC- F-12

IOCC


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Aug. 2014

8.1.4Sabotage including bomb threat:

If the passengers and or the crew belong to the air carrier are affected by this emergency case actions will be as fol-low:

STEPS Time initial

1-Notify the Captain.

2-the senior representatives of the aircraft operator will provide the airport authority with in-formation regarding:

-passenger load

-flight crew complement

-existence of any dangerous goods as soon as possible to be reported to the chief fire officer and the medical coordinator

3- the air craft operator will provide the airport notification of the aircraft accident to:

-state licensing and accident investigation authorities. as required-

-health and welfare agencies

-customs immigration post office

4-Station manager /designee respond to the emergency site.

5-if the aircraft is at a gate with passenger and crew aboard, shut down all electrical power and disembark all persons through the normal exit door. The aircraft will be towed via the most expeditious route to the isolated area (Z1,Z2)

6-Upon notification, a taxiing aircraft will be directed to the explosive threat area via the most expeditious route.

7-Searching the air craft baggage and cargo is the responsibility of the aircraft owner /operator

8-passenger aboard the aircraft in the explosive threat area they should be expeditiously off-loaded.

9-all passengers will be removed from the immediate area of the aircraft, and once the search has been completed may transported to the terminal transportation will be coordinat-ed through the operations control.

10-Prior to being searched, all baggage and cargo will be offloaded and placed on the ramp /taxiway at a minimum of 500 feet from the aircraft.

11-After the search has been completed and no explosive device(s)has been found the air-craft will be released. Relocation of the aircraft to the gate area will be coordinated with air-port operations

IOCC


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Aug 2014

8.1.5 Sabotage Threats Aircraft Airborne

STEPS Time initial

1- Notify the Captain.

2-The Captain will declare an emergency and will land at the nearest suitable airport, at his discretion.

3-After landing and clearing the runway, the Captain may proceed to remote are as des-ignated by the Control Tower. (The Captain may elect to execute an emergency evacua-tion at any time.)

4-Shut down engines; evacuate the passengers and crewmembers immediately using mobile passenger stairs at the Captain’s discretion. Station management will transport passengers to regularly assigned gate area

IOCC


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Aug 2014

8.1.6 Physical Search:

In the event of a positive sabotage threat, the search should include:

No. STEPS

1 Cargo compartments

2 Coat compartments

3 Overhead racks

4 Seat pockets

5 Areas under seats

6 Lavatories

7 Containers, including waste containers. Inside of cabinets and drawers in food service storage area

8 Wheel wells

9 Control area

10 Enclosed areas having access doors with quick opening fasteners

11 Any other areas deemed appropriate by the authorities, or by Company personnel

TIME INITIALS

NOTE: Aircraft searches need NOT be conducted if the aircraft arrives at the station after the threat is received, or when the threat definitely states that the bomb is in the possession of a person or is in the baggage or cargo area. IOCC may also determine that a search is not required.

Baggage, cargo, priority, mail, expedite baggage, unclaimed baggage and carry-on items suspected of containing a bomb will remain isolated awaiting the arrival of the airport’s Explosive Ordinance Personnel.

IOCC


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Aug 2014

8.2 Aircraft Hijacking

8.2.1 Procedures – Hijacked aircraft

In the event of a hijacking or an attempted extortion, the safety of passengers, crewmembers, other employees and aircraft are first and primary considerations.

8.2.2 Notification:

No matter where or under what circumstance a hijacking, attempted hijacking or attempted extortion is undertaken,

8.2.3 IOCC Roles

1- The person first becoming aware of the situation will IMMEDIATELY notify his/her immediate supervisor, IOCC Manager-on-Duty at <02-4181900/Ext.81122/81149>, and the General Manager in the city from which the flight last departed. DO NOT delay any of these notifications.

2-The IOCC will be the official point of coordination for all actions related to the handling of the situation. All strategy decisions regarding handling of a hijacking or extortion attempt will be the responsibility of IOCC unless the Chairman designates a Corporate Officer to assume the responsibility at the IOCCEmergency Response Center(ERC)

.3-No statements will be made to News Media except through the Corporate Public Relations Department.

8.2.4 Communication:

IOCC Center will establish direct two-way radio communications with the aircraft including Flight Dispatch Flight Op-erations.

IOCC


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Aug 2014

8.2.5 Local Command Center in case of hijacking situation:

1-The station, at which the hijacked aircraft is located or toward which the hijacked flight is proceeding, will IMMEDIATELY establish a Local Command Center with direct and continuous communication with the IOCC.

2-The Local Command Center will serve as the local contact point for government and local law enforcement agencies, in-cluding any other EGYPTAIR departments or outside agencies directly involved at the scene.

3-The Local Command Center will serve as the local coordination point for all planning, parking, deplaning, debriefing, and other pertinent details, but no action will be taken without prior IOCC approval. Local station management will make certain that all local authorities understand the need for close coordination with EGYPTAIR Corporate Headquarters through the Local Command Center.

4-Under NO circumstances will any authority be given to outside agencies or personnel to communicate with an EGYPTAIR aircraft in these cases without first obtaining prior Corporate approval through IOCC (except routine ATC communica-tions.

5-Station personnel will keep IOCC informed of all ongoing activities and all requests made by the flight.

6- station personnel with mobile communication will relay information from the aircraft site to IOCC either directly or through the Local Command Center.

7-Station management will make a maximum effort to keep all non-essential personnel and equipment from going to the aircraft site.

IOCC


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Aug 2014

8.2.6 Hijack or Unlawful Seizure in Cairo airport

STEPS Time initial

1-provide company representatives to the airport police commander

2-provide personnel and equipment as requested by airport police commander

3-in conjunction with airport police commander and airport company –airport operations /designee, provide transportation for the hostages

4-Provide essential food and beverages for the hostages and support personnel involved in the operation

IOCC


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Aug 2014

8.2.7 Bomb threat / sabotage / checklist

No INFORMATION NOTICES

1 Reporter Name

2 Time of call

3 Flight Number

4 Gender of Reporter

5 Mean of report (telephone – fax – Sita)

6 Caller 's voice (calm – angry – excited slow – rapid – soft – loud – laugher – crying – normal – nasal – deep – deep breathing – familiar).

7 Background sounds (clear – music – voices – house noises – other – threat – Street noises – factory noises – animal noises)

8 Language: 1-Arabic 2-English 3-French 4-Others (Well spoken – incoherent – irra-tional)

9 Speech:(fast-distinct-stutter-slow)


11 Accent:(local-foreign-race-regional-other)

12 Warning pertains to:

1-aircraft

-Flight number: -date: -a/c type: -Reg.: -present location: 2-Buildings and installations:

-Details of threat:


13 Location of bomb

14 Name of call Recipient

15 Other Details

MSO/IOCC- F-13

IOCC


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Aug 2014

Left Intentionally blank

IOCC


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9. Emergency Communication

IOCC


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-------------------------------------------------------------------------------------------------------------------------------------------------------------- Ed.3- Rev.2 CH 9-Communication 9-1

Aug 2014

9. Corporate Communication Department

Corporate Communication Department Procedures In Case of Crisis

The Corporate Communication Director/Representative must be informed in Case of a Crisis from The IOCC Manager On Duty MOD or Crises Management Manager or emergency Director

-The Director Corporate Communication /or Representative provides the higher management or the chairman or the company’s spokesman with a report of what written in newspapers or magazines, what broadcasted on radio, what shown on T.V and Satellites so he can clear any mysterious and correct misunderstanding and show the truth.

9.1Duties and Responsibilities of Director Corporate Communication /or Representative

a-Establish a Communication/Media Center which is a location of internal Crisis Communication unit maintaining

contact with the Media and providing information to staff and the public. This media room for Assembling of Communication/Media Team and must Equipped with telephones, Fax, Computer and printer.

b-Determine a task for Communication/Media Team,this team formed from media experts to release and coordi-

nate information to media The Communication/Media Team consists of:

1-A specialist or more for collecting Data about the crisis

-The nature of the incident or accident.

-Time, Date and place of occurrence.

-Type of aircraft and flight number.

-Total Passengers and Crew.

-Number and type of injuries and fatalities of both passengers and crew.

-Type and severity of aircraft damage.

2-A specialist or more for Following up the news of the Crisis through all the local and international media means.

3-A photographer or more to cover the crisis by photos.

4-A Manager of the team whose responsibilities:

Reviews tasks of each person in the team i.e. reviewing incoming data and potential strategies.

Clear content of pre-prepared information packages-filled in with the current information – with

headquarters and advise them concerning public and media reaction.

Manage the information flow and content throughout the response phase.

Ensure security procedures are in place to prevent unauthorized media access to restricted areas, in-

cluding the accident site.

Co- ordinate with Emergency Response Team Director

Co- ordinate closely with Internal Communications Team to ensure consistency of information before

distributing it to external and internal audiences.

8-Contact Star Alliance Press Office on +49 69 96375111 and forward any news releases issued by

EGYPTAIR Emergency Director

IOCC


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Aug 2014

9-2 Local Media Spokes Representative

The Local Media Spokesperson represents the airline towards the media, authorities, government

and public. He coordinates closely with the Accident Coordination and the site team from Head

Office. He supports the Local Emergency Director with the handling of legal and financial matters.

Guidelines when addressing the media

-All communication activities must be coordinated with Corporate Communications at Head Office.

-Stress Commitment to care for families and friends of those involved.

-Show regret. Emphasize

-Commitment to the investigation.

-Win the respect and goodwill of the media.

-When covering the accident, a journalist will go and get information anywhere and from anybody

since any quote that can be attributed might at some point prove to be valuable. Therefore, media

are the best way to communicate that you represent a reliable and trustworthy airline, caring for

people and handling tragedies in a responsible way.

-Facts, facts and facts: you only communicate facts and you do not speculate because facts are

true and verifiable while speculation might not be.

-By law, some facts must not be communicated by airline: name of the victims before next-of-kin

have been properly informed, investigation detail facts likely to involve other organizations’

Responsibility etc.

9.3 Publicity and Information Goal

To Project an image of the airline, for both media and public, that is positive, caring and competent, in spite of the crisis it faces

9.4 Types of Media:

(1) Newspaper:

This is a good medium to explain the company's pint of view especially if political or social issues are involved

(2) Radio:

It is a good medium for quick access to a large audience.

(3) Television:

"Pictures paint a thousand words"

A good spokesperson is crucial for television. To get the best way to control TV coverage is to be the first to have access to it.

(4) Magazines:

There are three groups: general / social, business, and trade /technical

(5) Internet: News is constantly updated and can be accesses worldwide 24 hours a day.

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9.5 Background Information

The following must be prepared in advance to be released to the media following the accident.

All the following materials must be prepared in such a way:

A brief history of the airline and its routers.

Operating statistics that illustrate the safety of the airline such as number of flights each day. Revenue passenger miles flew last year and the fleet size.

The process used by the airline to confirm the passenger list and notify families.

What the airline does to help the families and the survivors.

Aircraft fact sheet by type with seating plans and photos.

List of key personnel and spokesman including telephone numbers.

The safety record of the airline.

Record of the airline past accidents.

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9.6 Publicity & Information Priorities

Crisis Communication has 3( three) priorities:

1-Help the media focus on known facts and positive airline behavior.

2-Portray the airline as safe, efficient and caring.

3-Maintain public confidence in the safety of air travel.

9.7 Publicity & Information Strategy

-Be a source of accurate information that is useful, important and easily obtainable.

-Know the airline’s safety records and procedures.

-Know the aircraft’s safety record and history.

-Position the airline in a larger context than the crisis.

-Actively communicate.

-Keep the airline’s employees informed, but maintain rigid control over media-outlet.

9.8 Publicity & Information Tactics

1-Have a crisis communications plan.

2-Prioritize the media.

3-Be caring, honest and open.

4-Know the media, their needs and their procedures.

5-Co-ordinate with others (externally, i.e. aircraft and engine manufacturers, airport authorities, ATC, certification authorities, enquiry commission material ahead of time.

6-Prepare important communications material ahead of time.

7-Identify facilities for briefing the media and secure necessary equipment.

8-Use plain, everyday language.

9-Never Speculate.

9.Monitor media; quickly respond to slurs or misinformation.

10.Be honest.

11.Advise marketing and/or advertising division to stop all advertising campaigns worldwide

Liaise with aircraft and engine manufacturers to avoid possible conflicted statements.

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9.9 Public Relation checklist:

Upon activation of the contact list the public relation personnel must do the following:

STEPS Time initial

1- Open Media Briefing Center, ensure all equipment is available and working.

2- Arrange security for information center and Media Briefing Center.

3- Ensure that journalists are directed to Media Briefing Center and make sure that journal-ists are separated from waiting relatives

4- Ensure a personnel from public relation is answering and logging media calls.

5- The public relation must receive the airline statement and the daily reports.

6- Contact public relation representatives at government and manufactures to receive cop-ies of all the statements

7- If requests for interviews are received, give the interview but with

- Information approved for public release. Do not ever speculate.

- In case of an interview the following preparations must be done:

-Prepare in advance for any interview

-Never talk to a reporter unless what exactly message you wish to convey

-If you do not have facts, do not talk to a reporter. Try to delay the interview. If you have no answer try to delay the interview but if not allowed take the reporter's name and tele-phone number and promise to response him.

-Prepare yourself for difficult questions.

-Facts and figures must be available

-Prepare guidelines in advance.

-Have a short statement ready.

8- Receive the second statement for the first press briefing.

9- Make sure that no logos, posters and models are displayed in Media

Briefing Center and never use an airline insignia on either background curtain or the lectern.

10- Arrange following media briefings at the appropriate time.

11- Ensure rotation of staff members to avoid fatigue.

12- Timely notification of the next-of-kin.

13- Timely release of names of victims and survivors upon notification

Of the next-of-kin

14- Always share with the emergency facts.

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9.10 Giving a Television Interview Check List:

TV images emphasize every detail of your face and your expressions. If you sweat, blink, look Desperate, make a broken smile, flee from the interviewer’s look, everybody will see it and interpret it.

STEPS Time initial

1- Dress appropriately:

The spokesman has to be dressed to reflect the airline's concern.

Recommendations:

General:

-Avoid putting label badges or other distractions such as pens or eyeglasses.

-Be aware of closely cover or mixed vibrant colors which produce a distracting effect on televi-sion screens

-If you wear glasses make sure they are clean.

-Wear a solid colored shirt or a blouse in pastel tones.

-your hair is in well order

- you wear your business clothes or at least clothes that do not offend your business image

-the background (what stands behind you) is representative enough of a business-in-crisis

-Environment (no advert, no image slogans etc.)

-you do not wear any ID-cards or marketing pins/buttons

For men

-Be careful about clothing in case of TV interviews details and check if:

-Men's tie can be bold in color and is correctly knotted

-you are shaved

For women

- you have no lipstick on your teeth and no fading make-up

-Women should be sure their makeup is fresh and slightly bolder than usual since television lights will tend to wash out flesh tones.

2- Ensure that the situation is comfortable for you:

-Be comfort with the location or setting (e.g. chair).

-Inform the studio crew if you have physical problems.

-Inform the make up person if you perspire heavily.

-If the sun is in your eyes, or the lighting is too extreme, say so

3- Retain physical assurance:

-Don't put your hands on the microphones.

-Avoid sudden body movements.

-If there is a disturbance and you have to look off camera, move your whole head not just the eyes.

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-If you do perspire, deal with it (e.g. use handkerchief).

-Don't do any physical mannerisms like scratching an ear or touching your tie.

-Don't drink any alcohol.

4- Maintain eye contact with the interviewer:

Don't look at camera and ignore the changing camera shots if you are highly experienced.

Focus on the interviewer's eyes during your answers.

5- Maintain complete concentration:

-Focus on what you want to say and use every question as a means to state a message.

-Keep your answers as brief as possible.

6- Try to get the last word in any interview:

-Try to finish the interview at a strong point.

-If you make a major mistake try to start again.

-Try not to loose your head because interviewers often try to provoke you to get from you un-guarded response

Steps

7- Points to score:

Try to define one headline by making it clear, coherent, and strong.

Try to get an official quote to kill speculation, so if possible, use a prepared statement.

You must establish credibility so the audience accept your statements and be sympathetic to the airline.

When technical materials is involved, always use written material If you are dealing with reporters who are not specialist, try to take time to go through the material to ensure they get the main points.

Do not say "NO COMMENT" try to explain why you are unable to say anything and you can say “THE AIRLINE REFUSES TO COMMENT”.

Be honest – no jokes – explain quietly.

Use simple language. - Do not answer to speculations: "IF" " BUT".

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9.11 News Conference Checklist

STEPS Time initial

1- Check with the company spokesman to select the best time for a conference

2- Prepare a list of reporters, editors that will attend.

3- The background must be interest to the reporters

4- Invite outside officials as appropriate

5- Assign the physical arrangement of the conference to someone.

6- Give a brief to the public relation on the subject, speakers and the schedule

7- Prepare an opening statement.

8- Review anticipated questions and answers with the speaker.

9- Check all the sound equipment and tape recorders before the conference

10- Place a log sheet in the conference room to take the names of the attendees.

11- Handout materials must be in the conference room. Include the following: News re-leases, Background information such as facts sheets, maps, and statistics histories and biographical information. Printed copies of the opening statement.

12- Tell the employees that the conference will be held but they are not allowed to attend.

13- Guide the media to the conference room.

14- Make sure they sign in the sign-in-sheet.

15- Assigned staff members open the conference.

16- Distribute the background materials.

17- Monitor questions and answers closely. Make sure to make any clarification before the end of the conference.

18- Prepare as soon as possible verbatim transcript of the conference

19- Check list after the conference:

Handle requests for follow up information.

Monitor the coverage received and contact any news organization with uncorrected re-ports.

After the end of the crises contact each reporter who attend the conference and ask him what should be done for an improvement.

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9.12 Publicity & Information Do’s and Don’ts

9.12.1 Publicity & Information Do’s

STEPS

1- Stick to hard information,

2-Send information out quickly.

3- Know and respect media deadlines; help reporters. ask the journalist whether there is something specific

he would like to talk about

4-Remember that the public is a prime audience that needs and deserves information

5- gather all available facts before you give any statement or interview

6- prepare a statement with the main messages

7- be positive and emphasize the facts and the initiatives taken, show care and regret

8- emphasize the human factors

9- show your emotions

10- talk to the media regularly

11-keep your answers short and concise

12- hold your promises and go back to the journalist with an answer if you said so

13-discuss a while with the journalist before the interview as to understand what he knows and

14-feel the tone of his questions

15-Draw upon the airline’s “reservoir of good-will”.

16-Promise to check details and keep the promise

17-Be aware of special needs of TV & photographers.

18-Be accessible –be available for enquiries.

19-Speak with one voice, co-operate and co-ordinate.

20-If you do not know, admit it; get the answers when possible.

21-Project Confidence; be aware of your body language

22-When asked for an interview, if necessary delay, do not be unprepared

23-Try to define the headline by making clear, coherent and strong statements

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9.12.2Publicity & Information Don’t

STEPS

1-Do not make promises you cannot keep.

2-Do not suspend normal good practice rules of media relations simply because you are in crisis mode.

3-Do not be flustered into panic action.

3-Never say “No comment”.

4-Do not evade responsibilities-do not be defensive

5-Never repeat slurs or inflammatory remarks

6- release any information or give any interview without the agreement of Corporate

Communications at Head Office

7-Do not speculate

8- be defensive and consider media representatives as your enemy

9-close your door to journalists requests

10-make an off-the-record statement

11-give your personal opinion

12- simply say “no comment”

13-delay information transmission to the media as they have rigid deadlines

14- feel threatened by a difficult question, simply say you will check and come back later with the answer

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9.13Use of Websites

9.13.1Checklist of Home Base Crisis team E-Commerce Representative in ERC

STEPS

1-Prepare special “dark site” pages which can be activated immediately, and which will replace or overlay the standard pages which normally appear on EGYPTAIR website. The emergency director is the source of the material on the Dark Sites through the E-commerce representative in ERT this material can be forwarded to E-.commerce head office through Fax numbered and signed from Emergency Director or representative or communication representative in ERC the material should appear in the dominant local language (Arabic), plus English. It may contains the following statements/pages

-Statement confirming accident/emergency involving the airline’s own aircraft, which contains contact num-ber/s for passenger enquiries.

-Condolences page where visitors can leave messages of sympathy for victims of an accident involving the airline concerned.

-All press releases relating to the accident

-All recent press releases issued by the airline

-Background information about the airline’s history, network, fleet and financial performance

-Background information about the aircraft types in the fleet

-Background information about the airline’s family assistance programmed

-A brief summary of the airline’s safety record

-Statement confirming accident/emergency involving the airline’s own aircraft, which contains contact num-ber/s for passenger enquiries.

2-Condolences page where visitors can leave messages of sympathy for victims of an accident involving the airline concerned.

3-All press releases relating to the accident

4-All recent press releases issued by the airline

5-Background information about the airline’s history, network, fleet and financial performance

6-Background information about the aircraft types in the fleet

7-Background information about the airline’s family assistance programmed

8-Background information about the airline’s pilot training

9-A brief summary of the airline’s safety record

10-Statement confirming accident/emergency involving the airline’s own aircraft, which contains contact number/s for passenger enquiries.

11-Condolence statement in the event of a fatal accident involving an EGYPTAIR aircraft

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9.14 Activation Guidelines and Linking

In the event of a fatal accident involving any Star Alliance member, the appropriate pages on each member’s home page should be activated within two hours of notification.

By Operating Carrier

In the event of a fatal accident involving any Star Alliance member, the Operating Carrier should activate its full dark site.

In the case of lesser emergencies, the decision on which crisis pages will be activated, if any, will be at the discre-tion of the Operating Carrier.

By other Star Alliance members

In the case of a fatal accident involving a flight on which the member code shares:

If the fate of its ticket-holders is unknown, or if none of its ticket holders have been killed – a link on the opening page of its website, guiding the visitor to the Operating Carrier’s home page (if technically possible)

If some ticket-holders are known to have been killed – full activation of the member’s dark site.

In each of the cases described above, the pages displayed by the other Star Alliance members should, if possi-ble, contain a link to the home page of the Operating Carrier.

9.14.1 Media Center

Any aviation accident is a significant media event. Each airline has specific procedures on how to

interact with the media, and who is authorized to make statements. The location of the Media

Center may be predetermined by the Airport Authority. It is important to know

Where the location of the Media Center is

Who is in command of the Media Center

Who is the spokesperson of the airport authority

Who is the designated and trained Airline Spokesperson (s) within your country / region. Station Emer-

gency Response Plan

9.14.2 Telephone Enquiry Center TEC

The Telephone Enquiry Center is a facility where relatives can call to inquire about passengers

who may be onboard the aircraft. Data of passengers and of persons inquiring will be collected

and transmitted to the appropriate Special Assistance Team function. The TEC may be staffed by

airline staff, government personnel, a designated third party, or a combination of these. This

function is primarily centralized at Head Quarters. A local TEC might be required by the

government or is provided by an airport authority, by a Code Share or Alliance partner, by an own

or a contracted Call Center. Before its activation, clear instructions must be requested from Head

Office regarding the wording to be used and the forwarding of data collected.

Is there a local Telephone Enquiry Center and who operates it?

If applicable, who is responsible to activate the TEC?

Who is authorized to divulge the number to the media?

An airline representative should be present in the facilities of the local Telephone Enquiry Center

assuming following duties

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Serve as a liaison with the EOC

Confirm the accuracy of information from the official source to the TEC

Convey latest accident status report to the TEC

Oversee the gathering of passenger data (if applicable)

Give directives regarding forwarding of passenger and inquirer data to appropriate location

Be in permanent contact with Head-Quarter’s TEC Station Emergency Response Plan

9.14.3 Helpful information regarding telephone conduct for TEC staff

For a presumed involved caller, a “caller form” should be filled in, asking for caller and passenger

data. Most probably, this form is available at the local Telephone Enquiry Center. In case of need,

the Crisis Center at Head Office can provide you electronically with such a form. Every dialogue is

different though equally delicate. Many aspects are to be considered depending upon the degree

to which the person calling is affected.

During the initial phase, the only information we can provide will be limited to the facts known at

this time.

General Information:

In many countries, for legal reasons, until the authorities have personally informed the next-of-kin

of dead or severely injured passengers, airlines are not allowed to provide any information with

regard to whether or not a person was on board an aircraft involved in an accident.

Possible ways of conducting a conversation concerning a passenger presumed on board:

eration with the authorities, we are in the process of ensuring that the passenger name

list is complete and correct. The authorities will release this list when it is absolutely certain

who has been involved in this accident. Unfortunately, this process could last a few more

hours. We kindly ask you for your continued patience and are grateful if you could provide us

with the following information…….

on we already have, may I kindly ask you to answer the

following questions…….

from you. May I kindly ask you to answer the following questions………….

DON’T

-contacted in case of questions

Possible ways of closing a conversation with a presumed next-of-kin:

I understand that we could reach you in case

of a necessity at the phone number X.

information you have given us. The uncertainty in the hours ahead will require much patience from all of us. Thank you. Station Emergency Response Plan

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9.15 Emergency Response Team -E-Commerce Representative checklist in ERC in Case Star Alliance member involved in an Emergency

STEPS Time initial

1-If the accident concern any of star alliance members Statement confirming a fatal acci-dent involving a Star Alliance partner, where the airline making the statement was code sharing and had ticket-holders on board. The statement should offer an expression of sympathy, and details of support which is being offered (for example, dispatching care team, opening passenger information center, etc).

2-If the accident is involving a star alliance partner a Statement confirming a fatal accident involving a Star Alliance partner, where the airline making the statement was code shar-ing, but had no ticket-holders on board. The statement should offer an expression of sympathy and “full support”.

3-Condolence statement in the event of a fatal accident involving a Star Alliance member, in whom the airline making the statement was not involved.

4-Statement confirming that the airline is offering assistance to another Star Alliance part-ner involved in an accident or emergency. Gives details of assistance being provided.

5-Condolences page where visitors can leave messages of sympathy for victims of an accident involving the airline concerned.

6-All press releases relating to the accident

7-All recent press releases issued by the airline

8-Background information about the airline’s history, network, fleet and financial perfor-mance

9-Background information about the aircraft types in the fleet

10-Background information about the airline’s family assistance programmed

11-Background information about the airline’s pilot training

12-A brief summary of the airline’s safety record

13-Statement confirming accident/emergency involving the airline’s own aircraft, which contains contact number/s for passenger enquiries.

14Statement confirming a fatal accident involving a Star Alliance partner, where the air-line making the statement was code sharing and had ticket-holders on board. The state-ment should offer an expression of sympathy, and details of support which is being of-fered (for example, dispatching care team, opening passenger information centre, etc).

15-Statement confirming a fatal accident involving a Star Alliance partner, where the air-line making the statement was code sharing, but had no ticket-holders on board. The statement should offer an expression of sympathy and “full support”.

16-Condolence statement in the event of a fatal accident involving a Star Alliance mem-ber, in whom the airline making the statement was not involved.

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9.16 Home-based and requesting Airlines Duties and Responsibilities:

Agreements between the requesting airline (the one whose aircraft has an accident /incident) and the home –based airline (the one near the accident site) on the support services can include the following Duties and responsibilities:

STEPS Time initial

1-The home-based airline will activate its Emergency Response Center(ERC), where communi-cations with the relevant government authorities, rescue parties and the airline's head –office can be easily established and maintained via pre-installed equipment and means; personnel trained to operate in the Center will be provided by the home-based airline

2- The home-based airline will activate its communication center with sufficient equipment and trained staff to cope with enquires.

3-The home-based airline will provide trained personnel to act on behalf of the requesting airline at the airport /area where passenger assistance, in whatever form, is needed

4- The home-based airline's support shall end when the requesting airline is capable of handling the situation independently, or when its support teams have arrived at the site.

5-Both airlines shall have to provide each other with their emergency procedures, guidelines or any other manuals (Including those for crisis communications, i.e. PR and media handling)

Regarding the management of aircraft accidents or incidents, and with any updates to the pro-cedures guidelines and /or manuals which are made periodically.

6- The home-based airline must take overall aspects of the situation

7-It must be clearly stated that the requesting airline doesn't have the right to change the crisis plans of the home-based airline during emergency response. the home-based airline will use its own crisis management (including communications)plan .the requesting airline must therefore familiarize itself with the Plan as soon as an RCS agreement is conclude, i.e. hopefully well in advance of an accident/incident. Partners must keep mutually abreast of changes in their re-spective crisis management plans.

-Another issue to take into consideration is that of the charges of these services and who absorb

-All actual expenses arising out of the various activities these expenses will have to include the company's staff hourly rate, communication costs, material costs and other associated costs.

If RCS agreements are made with several airlines ,clear rules must be established as to priori-ties in case more than one airline request assistance at the same time.

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9.17 STAR ALLIANCE WEBSITE

9.17.1 SAMPLE HOLDING STATEMENTS

Accident to (Operating Carrier) Flight (number)


The members of Star Alliance learned with great regret today of the accident to (Operating carrier and flight num-ber). (Operating Carrier) is a fellow-member of Star Alliance, which includes -------------------------------------------------------

The management and employees of all the Star Alliance partners are united in expressing their profound sympa-thy and condolences to the families and loved ones of the passengers and crew who lost their lives in this tragic accident. Several Star Alliance members have already contacted (Operating Carrier) to offer whatever assistance and support might be appropriate at this difficult time.

Those seeking further information about the accident should contact (Operating Carrier) on its toll-free information number (give number/s). Updated information is also available on the (Operating Carrier) website, at (give web-site address).

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9.18 Model Aircraft accident web site:

-Initial web page

EGYPTAIR, day—Month--- year---- time----am/pm (Egypt local time)Flight MS-----Route----------to--------

EGYPTAIR flight Ms----, inbound to (destination) ---------from (departure) -----------, had an accident while landing …………………..airport --------- the aircraft, type----- carried-------- passenger and ------- crew members. Everyone aboard the jet was able to get off the plane. There are no victims.

(------)Passengers suffering minor injuries are treated at area hospitals.

EGYPTAIR is doing everything to give assistance to passengers who were on board Flight Ms------

EGYPTAIR has established A passenger information center, and a toll-free number is available for family and friends of those who may have been on board flight MS------

The toll-free number for those calling from Egypt: ------------------For those calling from outside: + 202--

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9.19 Star Alliance Teleconference procedures

Teleconferences

A teleconference involving all Star Alliance members will be held at a time deemed appropriate by the Operating Carrier. All teleconferences will be arranged by the Star Alliance Corporate Office and will be attended by a mem-ber of each airline’s Corporate Communications Department. The teleconferences will be used to discuss com-munication issues arising from the accident or emergency, and to ensure proper co-ordination of any information released by Star Alliance members.

-Teleconference contact information

All teleconferences will be held through the BT Meet Online teleconference service. The teleconference can be accessed by dialling +49 69 5060 7164. Pin # 2612582

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9.19.1 First teleconference: Agenda

During the first teleconference, the following items will be discussed and agreed upon:

STEPS Time initial

1-What assistance, if any, is required by the Operating Carrier from the carrier responsi-ble for the regional area in which the event occurred

2-What assistance, if any, is required by the Operating Carrier from the other Star Alli-ance members in their home markets. For example, translating and/or distributing press releases and statements or handling calls from the local-language media

3-The extent and tone of current media coverage

4-Whether any Star Alliance issues have been raised in the media coverage, and if so, potential responses

5-Whether it may be necessary to cancel Star Alliance advertising

6-Whether other Star Alliance members could provide communication professionals with particular language skills which may be useful to the Operating Carrier

7-Whether other Star Alliance members can recommend a suitable Public Relations con-sultancy to provide logistics support near the accident site. Note: A list of PR consultan-cies used by Star Alliance members is posted on the extranet

8-The likely impact of the accident or emergency in the home markets of other Star Alli-ance members (for example, if a large number of their nationals were involved)

9-The timing and content of any press releases from other carriers

10-Which members, if any, should activate the “dark sites” on their internet websites, and linking between the members’ websites

11-The content of any statements, or links which appear on the Star Alliance website

12-What assistance, if any is required by the Operating Carrier from the Star Alliance Corporate Office, at the site or at its own headquarters

13-Which airlines should attend the next and subsequent teleconferences

14-The timing of the next teleconference

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9.19.2 Subsequent Teleconferences

The timing and attendance of any subsequent teleconferences will be decided during the first teleconference. However, subsequent teleconferences should be held at least once per day, for the duration of the crisis. Unless the timing is var-

ied at the request of the Operating Carrier, the daily teleconferences will be held at 8am CET.

9.20Use of Websites

As the Internet is an increasingly powerful communication tool, it is essential that the Star Alliance members should be equipped to make effective use of their websites in the event of an accident or emergency.

Each Star Alliance member should prepare special “dark site” pages which can be activated immediately, and which will replace or overlay the standard pages which normally appear on their websites. The material on the Dark Sites should appear in the dominant local language of each Star Alliance member, plus English.

The following guidelines represent “best practice” for developing and using a “dark site” for Star Alliance mem-bers. For examples of recommended statements, see Appendix 2 of this manual.

9.20.1 Suggested Contents

-Statement confirming accident/emergency involving the airline’s own aircraft, which contains contact number/s for passenger enquiries.

-Statement confirming a fatal accident involving a Star Alliance partner, where the airline making the statement was codesharing and had ticket-holders on board. The statement should offer an expression of sympathy, and details of support which is being offered (for example, despatching care team, opening passenger information centre, etc).

-Statement confirming a fatal accident involving a Star Alliance partner, where the airline making the statement was codesharing, but had no ticket-holders on board. The statement should offer an expression of sympathy and “full support”.

-Condolence statement in the event of a fatal accident involving a Star Alliance member, in which the airline making the statement was not involved.

-Statement confirming that the airline is offering assistance to another Star Alliance partner involved in an acci-dent or emergency. Gives details of assistance being provided.

-Condolences page where visitors can leave messages of sympathy for victims of an accident involving the airline concerned.

-All press releases relating to the accident

-All recent press releases issued by the airline

-Background information about the airline’s history, network, fleet and financial performance

-Background information about the aircraft types in the fleet

-Background information about the airline’s family assistance programme

-Background information about the airline’s pilot training

-A brief summary of the airline’s safety record

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9.21 Activation Guidelines and Linking

In the event of a fatal accident involving any Star Alliance member, the appropriate pages on each member’s home page should be activated within two hours of notification.

-By Operating Carrier

In the event of a fatal accident involving any Star Alliance member, the Operating Carrier should activate its full dark site.

In the case of lesser emergencies, the decision on which crisis pages will be activated, if any, will be at the dis-cretion of the Operating Carrier.

-By other Star Alliance members

In the case of a fatal accident involving a flight on which the member codeshares:

If the fate of its ticket-holders is unknown, or if none of its ticketholders have been killed – a link on the opening page of its website, guiding the visitor to the Operating Carrier’s home page (if technically possible)

If some ticket-holders are known to have been killed – full activation of the member’s dark site.

In each of the cases described above, the pages displayed by the other Star Alliance members should, if pos-sible, contain a link to the home page of the Operating Carrier.

9.22 Telephone Enquiry Center

-In the event of an aviation disaster, the Telephone Enquiry Center of the operating carrier is responsible for activating a toll free number to handle inquiries concerning the passengers on the flight.

-Due to the nature of the STAR ALLIANCE, there are circumstances that may require other members to open their Telephone Enquiry Centers:

-Where the flight involved in the aviation disaster is operating under two or more flight numbers

-Where the aviation disaster has occurred in a region other than the operating carrier’s home region

-Where the arrival or destination point of the flight involved in aviation disaster is other that the operating carri-er’s home region

-Where there is a large number of passengers on the affected flight that are from a specific country where the operating carrier needs assistance in handling calls from the general publicWhen this occurs, the Telephone Enquiry Center of the operating carrier will be considered the primary Telephone Enquiry Center and will be responsible for coordinating all information concerning the passengers involved.

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9.22.1Telephone Enquiry Center Coordination

The Telephone Enquiry Center Coordinator will be responsible for accumulating, organizing and forwarding contact information obtained from inquiries made by concerned families and report this information to the operating carriers’ Telephone Enquiry Center Coordinator.

Further, the Telephone Enquiry Center Coordinator will be responsible for monitoring and evaluating the scope and volume of calls being received by the carriers’ Telephone Enquiry Centers. Where the volume of calls being received by

a carrier is such that it warrants the posting of the carrier’s Telephone Enquiry Center telephone number in the media, the Telephone Enquiry Center Coordinator will contact the operating carrier and review the requirement with the operating carrier’s Telephone En-

quiry Center Coordinator prior to taking any action. If it is determined that there is a requirement for the carrier to for-mally activate their Telephone Enquiry Center, the operating carrier will be required to forward the passenger mani-fest to the carrier in order to ensure that unwarranted calls are deflected and only information concerning callers where a request matches a name on the manifest will be forwarded to the operating carrier.

9.22.2Activation of the Telephone Enquiry Center by Operating Carrier

In the event of an aviation disaster, the operating carrier is required to open their Telephone Enquiry Center.

9.22.3 Activation of the Telephone Enquiry Center by Assisting Carrier

The operating carrier may request that other members of the ALLIANCE open their Telephone Enquiry Center in order to provide support and assistance. Where the member is asked to open their Telephone Enquiry Center the member must be able to assist the operating carrier by opening fifty (50) staffed telephone lines.

Further, where the member’s Call Centre is not staffed on a twenty-four hour basis, it is expected that the member will endeavor to fully activate their Call Centre within two (2) hours of receiving a request.

9.23 Collection of Information

Where an assisting carrier is requested to open their Telephone Enquiry Centre in support of the operating carrier, the assisting carrier will only take information from callers where the passengers are on the passengers manifest or where the caller is insistent that the passenger was on the flight.

Where a passenger manifest is not available, the assisting carrier is to take information only from callers who are enquiring about passengers that may have been on the flight.

The Telephone Enquiry Center will collect the following minimum information:

-Name of the passenger

-Name of the caller

-Address of the caller

-Telephone number of the caller

-Relationship to the passenger

While it is anticipated that a member will use their own form to provide information to other members, a sample Family Enquiry form is included as Appendix 1.

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9.23.1Transmission of Information

The information collected will be forwarded to the Telephone Enquiry Center of the operating carrier, by facsimile transmission, using the contact information provided in the STAR ALLIANCE Emergency Response Contact Infor-mation Manual.

9.23.2 Notification of Families

The operating carrier will be responsible for securing the full name (first, middle and last), permanent address, home telephone number and the nationality of all passengers.

The operating carrier will be responsible for notifying families of the accident or incident. Where the local govern-ment assumes the responsibility for the initial contact with the family of a passenger, the operating carrier will be responsible for the interface with the government agency involved.

The operating carrier will be responsible for providing the code share partner(s) with family contact information for their passengers.

Where the aircraft accident or incident involves a code share flight, the operating carrier and code share partner(s) will co-ordinate family notifications in such a way as to avoid multiple notifications.

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9.24 Publicity & Information and EGYPTAIR Communication Management Dept. Contacts:

See Appendix A

9.25 (Call Center)

Location` of the Call Center:

The TEC lies in the south building third floor finger 1and 2

Position Tel No.

Manager of Call Center

+2-2-696-4263

Call Center

FAx Sita Email

+2-2-696-4229 .CAIWDMS [email protected]

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The capability of call center:

In case of an Emergency to any of EGYPTAIR Companies, Code sharing, Star Alliance partners

EGYPTAIR, s Call Center will be activated as a Telephone Enquiry Center (TEC) to handle the Potential volume of calls expected with emergency events this Call center contains 50 telephone lines to be published to be used through public during and post emergency and with Suitable trained persons to answer the expected calls.

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10. Reciprocal Contingency Services (RCS)

Star Alliance Group and Code Share

Agreements

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10. Introduction

Important:

In the case of an incident, the operating carrier will send out a Notification Report to all other star Alliance mem-bers, they act as Assisting Carriers. They must activate their "ERC" in order to exchange all the required infor-mation and if necessary, to provide assistance also

This document is intended to guide the individual and joint responses of members of Star Alliance to an accident or major incident involving any of the Star Alliance carriers. It also describes the communications support which may be requested by the Operating Carrier, and describes the appropriate public statements which may be made by the Operating Carrier, its Codeshare Partner/s and other Star Alliance members.

10.1 Aim

The aim of these guidelines is to help:

-Co-ordinate the release of information about an accident or other incident involving any Star Alliance member/s to the news media in a timely and consistent manner

-Ensure that the Operating Carrier receives assistance from other Star Alliance members, if requested, in com-municating with families and the media

-Position the Star Alliance Corporate Affairs Office as a reliable source of information on the code-sharing and other agreements between its Partner Carriers

-Defend and protect the image and reputation of the Alliance and its members to the extent possible in the imme-diate aftermath of an accident

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10.2 Terms of Reference ToR:

The following is intended to provide specific definitions for terms that are used throughout Star Alliance Emergency Response Policies and Procedures. It is essential that you review these terms prior to reviewing the manual.

Act of Unlawful Interference

An act of unlawful interference is an act that causes a member to activate their emergency response plan and may include, but is not limited to hijacking and genuine bomb threats.

Acts of War

An act of war is where military action or act of terrorism has threatened a member's passengers, company personnel, aircraft or facilities.

ALLIANCE

The use of the term ALLIANCE refers to the air carriers that are member(s) of the Star Alliance.

Assisting Carrier

The assisting carrier is the member that is providing assistance to the operating carrier.

Assisting carrier refers to an air carrier that is providing assistance to the operating carrier. The assisting carrier may be a code share or alliance carrier or a carrier operating under contract or agreement.

Call centre

refers to the facility responsible for handling calls from the general public concerning passengers that may have been on the affected flight.

Codeshare carrier

Refers to an air carrier that has a commercial agreement with the operating carrier for the carriage of passengers un-der their code on the operating carrier’s aircraft.

Crisis Centre

The term Crisis Centre refers to the member’s emergency response centre.

The Emergency Response

The following are occurrences where the Star Alliance would launch a joint Emergency Response:

Aviation disaster

Severe air turbulence

Act of unlawful interference

The following are occurrences where, if the event affects airline operations, a member may consider notification of other Star Alliance members:

Natural and manmade disasters

Civil unrest

Acts of war

While there are a number of definitions describing emergencies, the overall intent is to provide assistance whenever a member is required to respond to an emergency

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Family and Passenger Assistance

Family and Passenger Assistance refers to procedures used to care for the survivors and families of passengers involved in the accident or incident.

Family Operations Centre

The name that is recommended for the operations centre that is set up by the operating carrier at the site in order to coordinate assistance activities.

Hospital team

The name that is recommended for the team that would provide immediate assistance to survivors that have been hospitalized and it refers to the team that has been deployed to the hospitals to which passengers have been sent in order to ensure that injured passengers are provided assistance and information. This team is also responsible for ob-taining information concerning the passenger’s condition.

Family Centre.

The name that is recommended for the hotel where survivors and families of passengers involved in the accident or incident are accommodated

Hotel centre

This name was chosen due to the fact that the families of passengers on board the aircraft involved in the serious inci-dent or accident will be the primary focus of the air carrier’s response. It is understood that some air carriers include assistance to friends in their response plans, however, it was felt that including the term ‘friends’ in the name of the centre leaves the impression that friends, regardless of the degree of association that they had with the passenger, should be included and it also refers to the hotel where the uninjured passengers and family members are accommo-dated during their stay at the site. This hotel would also accommodate the facilities that would co-ordinate assistance and activities.

Incident

is an occurrence, other than an accident, associated with the operation of an aircraft which effects or could affect the safety of an operation.

Joint Operations Centre

Refers to the centre responsible for overall co-ordination of family and passenger assistance activities where this facil-ity houses government agencies and other agencies.

Lower level supervision

Refers to those individuals that make up the lowest level of management of the team and are directly responsible for the team members.

Member

The term member refers to a member of the Star Alliance group of airlines.

Mid level supervision

Refers to those individual(s) that make up the level of management directly below, and subordinate to, the person with overall responsibility for the team.

Natural and Manmade Disasters

Natural and manmade disasters are those that threaten the lives of passengers and company personnel, or have caused, or threaten to cause, damage to aircraft or facilities belonging to a member of the Star Alliance.

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Occurrence

The following are occurrences where the Star Alliance would launch a joint response:

Aviation disaster





Civil unrest

Acts of war

While there are a number of definitions describing emergencies, the overall intent is to provide assistance whenever a member is required to respond to an emergency.

Operating Carrier

Operating carrier refers to the carrier that was responsible for the operation of the aircraft.

The operating carrier is the carrier(s) that:

Operated the aircraft involved

has leased or chartered the aircraft involved

Is directly affected by a natural or manmade disaster, civil unrest and acts of war

Operations centre

Refers to the centre responsible for overall co-ordination of family and passenger assistance activities

Operation Centre

. Where this centre is shared with other agencies or air carriers this centre should be known as the Joint Family Op-erations Centre.

In developing this name the term ‘family’ was added to ‘operations centre’ to differentiate this centre from the other operations centres that an air carrier may have established.

Primary Area of Coverage

The term primary area of coverage refers to the geographic area where an assisting carrier is capable of providing initial and immediate assistance to the operating carrier. The term may be further defined in the text of the manual.

Representative

The term representative refers to a member of the Star Alliance Emergency Response Advisory Group.

Secondary Area of Coverage

The term secondary area of coverage refers to the geographic area where an assisting carrier will make an effort to provide initial and immediate assistance to the operating carrier. The term may be further defined in the text of the manual

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Severe Air Turbulence

Severe air turbulence is an occurrence where a member has activated their emergency response plan as a result of air turbulence that has caused serious or fatal injury to passenger(s) and/or crewmember(s) and/or has caused sub-stantial damage to the aircraft.

Site team

Refers to the team that is deployed to the site to provide assistance to families and passengers while at the site of the accident. The name that is recommended for the team that would provide immediate assistance to survivors and fami-lies of passengers at the site of the accident is Site Team. This name was chosen as it is a basic, simple and descrip-tive name for this team.

Star Alliance

The use of the term Star Alliance refers to the air carriers that are members of the Star Alliance.

Star Alliance Affiliated Carrier

A Star Alliance Affiliated Carrier is a carrier that has a relationship with a Star Alliance member which allows it to use a member carriers branding and/or Star Alliance logo.

Star Alliance Emergency Response Policies and Procedures Manual :

This manual, the Star Alliance Emergency Response Policies and Procedures Manual, has been developed and issued by the Star Alliance Emergency Response Advisory Group and is intended to support and coordinate Star Alliance efforts to respond to an emergency.

To show the Star Alliance Emergency Response manuals published on webwork access to the link

https://webwork.staralliance.com/gm/folder-1.11.71284.

Team name

Refers to the name of the air carrier’s team for assistance of survivors and families of passengers involved in the aircraft accident or serious incident.

Telephone Enquiry Centre

The term Telephone Enquiry Centre refers to the facility used by a member to answer inquiries regarding passengers on the affected aircraft and may be a member’s reservation centre or other call facility.

Top level supervision

Refers to the individual with overall responsibility for the assistance team when it is deployed.

https://webwork.staralliance.com/gm/folder-1.11.71284

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10.3 Basic Principles

The basic principles governing the release of information by Star Alliance members in an emergency are as follows:

The Operating Carrier has overall responsibility for responding to the emergency, and will take the lead in releasing infor-mation to the news media and other audiences

Briefings or interviews with the broadcast media will only be conducted by the Operating Carrier

The Operating Carrier will notify Codeshare Partner/s of the timing and content of any news releases. Where possible, this will be done in advance

The Operating Carrier will provide English-language copies of news releases to all other Star Alliance members, in a timely manner

The Codeshare Partner/s may release information regarding their own involvement in an accident or emergency, in consul-tation with the Operating Carrier.

An accident or incident should never be referred to as a “Star Alliance” accident

The member whose home base is closest to the scene of an accident involving another Star Alliance member may be re-quested by the Operating Carrier to provide support and assistance in handling the demands of the news media. The cost of any such assistance will be borne by the Operating Carrier

10.4Emergency Response – General

Types of Support

Examples of the types of support which may be requested by the Operating Carrier are listed below. This support will be provided for as long as is mutually agreed between the Operating Carrier and the Assisting Carrier:

Arranging translation of the Operating Carrier’s press releases into the predominant local language

Distributing the Operating Carrier’s press releases to local and regional news media, in English and/or the pre-dominant local language, via fax, email or website

Providing broadcast-quality audio recordings of the Operating Carrier’s statements, read in the predominant local language/s, which can be accessed by local news media via a dedicated phone number

Arranging press briefings by the Operating Carrier’s spokesperson, at the accident site or at another appropriate location, and providing a local-language translator, if necessary

Establishing a media centre at or near the accident site and providing sufficient staff to operate the media centre for as long as agreed with the Operating Carrier

Arranging monitoring of local and regional print and electronic news media, and providing daily media clippings (with translation of local-language headlines into English, where appropriate) to the Operating Carrier’s Commu-nications Department

Reportable Occurrences

The following are occurrences where the Star Alliance would launch a joint response:

Aviation disaster




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Civil unrest

Acts of war

While there are a number of definitions describing emergencies, the overall intent is to provide assistance whenever a member is required to respond to an emergency.

10.4.1 Occurrence Notification

The operating carrier must notify Star Alliance members within 60 minutes of confirmation of the occurrence, using the contact points on page 1 and 2 of the Emergency Response Contact Information Manual; or

The operating carrier may verbally notify a Star Alliance member who will be responsible for notifying other Star Alli-ance members within sixty (60) minutes of confirmation of the occurrence.

The notification report should contain the information as described in section 4.2.1.In the event of an occurrence in-volving a codeshare carrier, the Star Alliance member involved in the codeshare will send a notification report, by fac-simile transmission within one hundred and twenty (120) minutes of confirmation of the occurrence

The notification of an occurrence involving a codeshare carrier is for information purposes only.

Where a member, other than the operating carrier, becomes aware of an occurrence it is the responsibility of that member to advise the operating carrier as soon as possible.

10.4.1.1 Notification Report

The notification report should contain the following information:

-Date of occurrence

-Time of occurrence

-Flight number

-Location of occurrence

-Description of occurrence

-Is the aircraft painted in the full Star Alliance Livery? Y/N

While it is anticipated that a member will use their own form to provide information to other members, a sample Notifi-cation Report form is included as Appendix 1.

The operating carrier is expected to provide information updates as new information becomes available.

10.5 Crisis Centre Activation

In the event of an emergency, it is essential that all members of the Star Alliance open their Crisis Centres in order to facilitate the exchange of information and rapid deployment of assistance.

The following guidelines govern the activation of a Star Alliance member’s Crisis Centre whenever a Star Alliance member has declared an emergency.

10.5.1 Operating Carrier

The member(s) directly involved in the emergency will immediately activate their Crisis Centre.

10.5.2 Assisting Carriers

In the event of an occurrence within a member’s regional area of response, the member will immediately activate their Crisis Centre.

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Where this occurs:

The assisting carriers’ Crisis Centre will remain open, on standby, ready to provide assistance, for six (6) hours unless otherwise advised.

The assisting carriers’ Crisis Centre should, at a minimum, be staffed with personnel having the following qualifica-tions:

An incident coordinator

A corporate communications representative

A person fully conversant in the use of the member’s reservations system

A Telephone Enquiry Centre coordination representative

10.5.3 Other Star Alliance Members

Where an emergency occurs outside of a member’s regional area, and the member is not otherwise involved, the member will perform an immediate limited activation of their Crisis Centre upon notification of the occurrence.

Where this occurs the Star Alliance Member’s Crisis Centre will remain on standby, staffed with one Incident Coordi-nator ready to provide assistance, for six (6) hours unless otherwise advised.

10.5.4 Exchange of Liaison Representatives

Effective communication between the Operating and Assisting Carrier in any emergency is critical to an efficient re-sponse. Liaison representatives, through detailed knowledge of their own airline’s structure and procedures, can en-hance the flow of information and reduce the potential for misunderstandings. Such representatives can therefore posi-tively contribute to a seamless response by the Operating Carrier and the rendering of timely assistance by the Assist-ing Carrier.

It is intended that the liaison representative would act as a resource during an emergency and would provide advice, information and assistance, as opposed to direction, on behalf of their airline.

The Operating and/or Assisting Carrier may request the presence of the liaison representative in their Crisis Centre.

The representative is to be identified and provided familiarization in advance of their acting as liaison between mem-bers.

10.5.5 Interface with Government Agencies

While the operating carrier has full responsibility for the response, they may not have the ability, or information, neces-sary to initiate and maintain a liaison with the government agencies in the region in which the emergency has occurred. Where possible, the assisting carrier, in whose region the emergency has occurred, will provide liaison and assistance with the government agencies concerned.

10.5.6 Costs of a Response

All costs incurred during a response will be borne by the operating carrier.

10.6Aviation Disaster

10.6.1 Response to an Aviation Disaster

The strength of the Star Alliance lies in its ability to collectively apply its considerable resources, in support of an oper-ating carrier, thereby helping to ensure a timely and effective response.

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10.6.2 Roles and Responsibilities

In the event of an aviation disaster, it is the responsibility of each of the members of the Star Alliance to provide sup-port and assistance to the operating carrier.

The following are the roles of the members:

The operating carrier has overall responsibility for responding to the aviation disaster.

The member in whose geographical area of coverage the accident has occurred, is, upon request, responsible for pro-viding and managing the initial response at the site until the operating carrier’s corporate response arrives or for a pe-riod not to exceed forty-eight hours.

The assisting carrier will work with the operating carrier to meet the needs of the operating carrier where those needs are fundamental to the operating carriers overall management of the response.

The other carriers will support and assist the operating carrier and the member providing the initial response.

The assisting carrier will, upon request from the operating carrier, apply its best efforts to securing accommodations, communications equipment and transportation in accordance with the specifications of the operating carrier.

10.6.3 Corporate Response

The operating carrier will be responsible for launching their Emergency Response Team to the site of the emergency within three (3) hours of notification. The operating carrier’s Emergency Response Team will, upon their arrival at the site, assume control of the response.

The assisting carrier and station will fully brief the operating carrier and conduct an orderly transition of the response to the operating carrier's Emergency Response Team.

10.7 Assisting Carrier Response

The assisting carrier will, upon request from the operating carrier, be required to provide assistance as follows:

In conjunction with the station nearest the site, provide initial and continued response to the emergency until the oper-ating carrier’s Emergency Response Team arrives at the site.

Where the assisting carrier does not have sufficient staff and/or equipment on the ground in the vicinity of the accident site, the assisting carrier will be required to launch an aircraft, with staff and equipment on board, to the site of the ac-cident. The assisting carrier is required to launch the response within three (3) hours of the aviation disaster being con-firmed. The response will vary depending on the size of the aircraft and the location of the accident.

It is understood that there are circumstances, such as weather or lack of a serviceable aircraft that would prevent the assisting carrier from immediately launching a response. Should this occur, the assisting carrier is responsible for in-forming the operating carrier of the circumstances that prevent them from launching a response within the required time frame and the estimated time that a response would be launched. Further where political conditions endanger an assisting carrier or prevent an assisting carrier from responding, the assisting carrier will be required to immediately inform the operating carrier of the limitations to the response.

Where the response by the operating carrier will arrive within two (2) hours of the response of the assisting carrier, the assisting carrier will not be required to launch a response. Further, where the aviation disaster has occurred in another member’s area of coverage, the operating carrier has the option of relieving the assisting carrier of their requirement to respond. It is, however, expected that the assisting carrier's personnel, in the vicinity of the accident, will provide sup-port and assistance to the operating carrier’s staff until their Emergency Response Team arrives.

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10.7.1 Activation of the Assisting Carrier

Where the operating carrier requires the assistance of an assisting carrier, the operating carrier will notify the assisting carrier using the contact information contained inside the front cover of the Star Alliance Emergency Response Contact Information document.

10.7.2 Initial Response Requirements

The initial response is not intended to exceed forty-eight hours. Where the response exceeds forty-eight (48) hours the continued response will be subject to the availability of the assisting carrier’s staff. Further, if the response exceeds forty-eight hours the assisting carrier has the option of limiting their continued response to providing assistance on a consulting basis only.

10.7.3 Aircraft

Where an aircraft is required, it is the responsibility of the assisting carrier to determine the size of the aircraft that will be used in the initial response. The decision to use a certain aircraft type will be based on:

airport operational limitations

the stage length to the site

the seating and cargo capacity of the aircraft

the availability of aircraft

It is expected that the assisting carrier will, due to the critical nature of an aircraft accident, utilize the first available aircraft.

10.7.4 Staffing Requirements

The following chart is intended to provide a guideline concerning the number of logistical support staff and support staff that will be required at the site of the accident.

Souls on Board 50 100 150 200 250 300+

Logistical Support Staff 3 3 5 7 7 10

The following chart is intended to provide a guideline concerning the number of Special Assistance Team members that will be required at the site of the accident.

Souls on Board 50 100 150 200 250 300+

Special Assistance Team Members 20 20 30 40 50 60

Where appropriate the assisting carrier should consider increasing the number of Special Assistance Team members to 100 for aircraft carrying more than 400 passengers.

10.7.5 Support Equipment

The assisting carrier, providing the initial response, will deploy its standard complement of support equipment to the site for an emergency.

Other assisting carrier(s) will, where possible, provide material support to meet any additional requirements of the re-sponding carrier(s).

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10.7.6 Support Services

In the primary area of coverage, where the following services are not provided by the local authorities, the assisting carrier will, in accordance with their emergency response plan, assist in providing the following:

Assistance in arranging accommodations, transportation, security services, communication equipment such as cellular and satellite telephones, computers, facsimile machines, photocopiers and printers

Assistance for relatives and injured and uninjured passengers and crew members

Facilitate managing the deceased through arranging temporary morgue and refrigeration units

Assistance contacting local authorities such as the civil aviation authorities, police authorities and search and rescue

Deploy a Special Assistance Team

10.8 Telephonic Assistance

In the event of an aviation disaster, the Telephone Enquiry Centre of the operating carrier is responsible for activating a toll free number to handle inquiries concerning the passengers on the flight.

Due to the nature of the Star Alliance, there are circumstances that may require other members to open their Tele-phone Enquiry Centres when:

the flight involved in the aviation disaster is operating under two or more flight numbers

the aviation disaster has occurred in a region other than the operating carrier’s home region

the arrival or destination point of the flight involved in aviation disaster is other that the operating carrier’s home region

there are large number of passengers on the affected flight that are from a specific country where the operating carrier needs assistance in handling calls from the general public

When this occurs, the Telephone Enquiry Centre of the operating carrier will be considered the primary Telephone Enquiry Centre and will be responsible for coordinating all information concerning the passengers involved.

10.8.1 Activation of the Telephone Enquiry Centre

10.8.2 Operating Carrier

In the event of an aviation disaster, the operating carrier is required to open their Telephone Enquiry Centre.

10.8.3Assisting Carrier

The operating carrier may request that other members of the Star Alliance open their Telephone Enquiry Centre in order to provide support and assistance. Where the member is asked to open their Telephone Enquiry Centre the member must be able to assist the operating carrier by opening fifty (50) staffed telephone lines.

Further, where the member’s Call Centre is not staffed on a twenty-four hour basis, it is expected that the member will endeavour to fully activate their Call Centre within two (2) hours of receiving a request.

10.9 Geographic Areas of Telephonic Coverage

The geographic area of telephonic coverage is the area within which a member is able to assist the operating carrier by handling calls from the general public. The geographic areas of coverage for each Star Alliance member, along with the language(s) that the member can support, can be found in Appendix 6.

10.9.1 Collection of Information

Where an assisting carrier is requested to open their Telephone Enquiry Centre in support of the operating carrier, the assisting carrier will only take information from callers where the passengers are on the passengers manifest or where the caller is insistent that the passenger was on the flight.

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Where a passenger manifest is not available, the assisting carrier is to take information only from callers who are en-quiring about passengers that may have been on the flight.

The Telephone Enquiry Centre will collect the following minimum information:

Name of the passenger

Name of the caller

Address of the caller

Telephone number of the caller

Relationship to the passenger

While it is anticipated that a member will use their own form to provide information to other members, a sample Family Enquiry form is included as Appendix 1.

10.9.2 Transmission of Information

The information collected will be forwarded to the Telephone Enquiry Centre of the operating carrier, by facsimile transmission, using the contact information provided in the Star Alliance Emergency Response Contact Information Manual.

10.9.3 Telephone Enquiry Centre Coordination

The Telephone Enquiry Centre Coordinator will be responsible for collecting, organizing and forwarding contact infor-mation obtained from inquiries made by concerned families and report this information to the operating carriers’ Tele-phone Enquiry Centre Coordinator.

Further, the Telephone Enquiry Centre Coordinator will be responsible for monitoring and evaluating the scope and volume of calls being received by the carriers’ Telephone Enquiry Centres. Where the volume of calls being received by a carrier is such that it warrants the posting of the carrier’s Telephone Enquiry Centre telephone number in the me-dia, the Telephone Enquiry Centre Coordinator will contact the operating carrier and review the requirement with the operating carrier’s Telephone Enquiry Centre Coordinator prior to taking any action. If it is determined that there is a requirement for the carrier to formally activate their Telephone Enquiry Centre, the operating carrier will be required to forward the passenger manifest to the carrier in order to ensure that unwarranted calls are deflected and only informa-tion concerning callers where a request matches a name on the manifest will be forwarded to the operating carrier.

10.10 Station Response

Where an aviation disaster has occurred in the vicinity of a station where a Star Alliance member has a presence, the station will be required to respond through activation of their local emergency response plan.

It is understood that, in order to work together in response to an aircraft accident or incident, Star Alliance members at each station are required to meet and understand the roles and responsibilities of each carrier. Further, the Star Alli-ance members should periodically meet and review these roles and responsibilities.

The following should be taken into consideration when planning for or responding to an aircraft accident.

The Star Alliance members operating into the station should work together to determine the best facilities for use when responding to an accident and the best use of personnel at the station.

Where possible, the station response to the accident will be coordinated by the Star Alliance member that is responsi-ble for the area in which the accident has occurred.

The assisting carrier will work with the operating carrier to ensure that the needs fundamental to the operating carrier’s overall management of the response are taken care of.

Other Star Alliance members at the airport will, where required, provide support in responding to the accident.

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The initial response to the accident will be conducted using the assisting carrier’s response plan.

10.10.1Affiliated Carrier Incident Support

Where an Affiliated Carrier has been involved in an aviation disaster, the Star Alliance member in whose area of cov-erage the accident has occurred will upon request from the Sponsoring Carrier provide assistance as per the terms of this agreement.

The Affiliated Carrier will be responsible for meeting the obligations of the Operating Carrier as outlined in the sections dealing with aircraft recovery and media response and will also be responsible for the accident investigation.

The Sponsoring Carrier will be responsible for guaranteeing that the Assisting Carrier will be reimbursed for all ex-penses incurred.

The Affiliated Carrier can be called upon to support other Star Alliance members as a part of the Special Assistance Team Pool as outlined in Section 7.8.2. Where the Affiliated carrier is unable to meet this obligation the Sponsoring Carrier will be responsible for providing this support.

Information concerning Affiliated Carriers and their sponsors can be found in Appendix 5.

10.10.2Passenger Manifest Information

The passenger manifest is a confidential document that is the sole property of the operating carrier. Where it is neces-sary for the operating carrier to share this information with a member of the Star Alliance the member receiving the information will endeavour to hold that information secure. The passenger manifest may not be released to the general public or a government agency without the permission of the operating carrier.

In the event of an aviation disaster, the operating carrier will release the passenger manifest to Star Alliance members under the following circumstances:

Where a member is using another member’s Telephone Enquiry Centre to answer inquiries from the general public.

Where another member’s passengers are on the operating carrier’s aircraft.

Where another member’s passengers are on the operating carrier’s aircraft the operating carrier will only be required to provide information concerning those passengers.

Where an assisting carrier is requested to open their Telephone Enquiry Centre in support of the operating carrier, it is incumbent on the operating carrier to provide the assisting carrier with a copy of the reconciled passenger manifest as soon as it is available.

10.11Family and Passenger Assistance

The primary role of the Special Assistance Team is to provide for the immediate care and assistance of all passengers, their families, persons injured or killed on the ground and their families. Further, the Special Assistance Team will act as a liaison between the company and the survivors, the families of passengers, persons injured or killed on the ground and their families.

Except where providing Special Assistance Team members as a part of a pool of members providing assistance at the request of the operating carrier, the Special Assistance Team members from the assisting carrier must take care to ensure that the Special Assistance Team representatives avoid, as much as possible, bonding with the family and sur-vivors. This is necessary to ensure a smooth transition of the families and survivors from the assisting to the operating carrier.

10.11.1 Responsibilities

The Special Assistance Team will be responsible for:

Obtain information concerning the survivors and families of passengers at the site and forward to the operating carrier

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Providing immediate care and assistance to survivors, persons injured on the ground and to family members of pas-sengers and persons injured or killed on the ground

Serve as a liaison between the survivors, the families of passengers and the operating carrier

Meet with the family after acknowledgement, as required

Obtain information for identification, as required

Provide airport meet, greet and assist

Follow up with assigned survivor and family, as required

10.11.2 Special Assistance Team Pool

In order to support the operating carrier with language and cultural requirements, each of the members of the Star Alli-ance has agreed to allocate sixty up to (60) Special Assistance Team members to a pool of Special Assistance Team members that will be made available for use by the operating carrier for a period of up to fourteen (14) days.

Where the operating carrier is requesting assistance in a specific language, the carrier should reference appendix 6 for a list of available languages. Assistance in additional languages can be requested from Star members at the time of the accident or major incident. It is to be understood that, under certain circumstances, a Star Alliance member may not be able to provide assistance due to a lack of the necessary language skills.

Where the assisting carrier is already providing assistance as a part of the initial response to the accident, the assisting carrier will not be required to provide additional assistance.

When the operating carrier requests assistance with family and passenger assistance from other members of the Star Alliance, all costs associated with the deployment of Special Assistance Team members will be borne by the operating carrier.

10.11.3 Deployment

In the event of an aviation disaster, the operating carrier will be responsible for the care and assistance provided to survivors, the families of passengers, persons injured on the ground and the families of persons killed on the ground.

Where the operating carrier does not have sufficient Special Assistance Team members to meet requirements, or where the operating carrier requires language or cultural assistance, the operating carrier may contact other Star

Alliance members and request assistance. Further, if the operating carrier does not have staff in the area of the fam-ily’s home or point of departure, an assisting carrier with staff in the area may be asked to assist.

Any deployment of Special Assistance Team members under the provisions for Special Assistance Team pooling will be limited to fourteen (14) days. Should the Special Assistance Team members be required for a longer period of time, an extension must be negotiated with the assisting carrier.

10.12 Work Assignments

Personnel should be trained, and prepared, to work in the following areas:

-working with survivors

-working with families of passengers

-working with persons injured on the ground

-working with the families of persons injured or killed on the ground

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10.12.1 Transportation of Staff

Where, during the course of an emergency, an operating carrier is required to deploy additional staff to the area, as-sisting carriers will be requested to provide transport assistance within their systems.

10.12.2 Transportation of Passengers and Family Members

The operating carrier is responsible for arranging for the transportation of family members to and from the site of the aviation disaster.

Where the operating carrier does not have a flight from the families’ point of origin to the site of the aviation disaster, the operating carrier may ask a member to assist by providing transportation to the nearest gateway. Upon the fami-lies’ arrival at the gateway, the operating carrier will take responsibility for the family members.

In cases where a member has provided families with transportation it is expected that the operating carrier will reim-burse the member for that transportation.

10.13 Aircraft Recovery

The operating carrier is responsible for the recovery of the aircraft involved in the accident.

Where the location of the accident is such that the operating carrier cannot readily get to the site of the accident the Aircraft Recovery Team, of the carrier closest to the accident, can be asked to assist with the initial planning and pro-curement of equipment.

Requests for assistance in recovering aircraft are to be made through the respective carrier’s Aircraft Recovery Team.

10.14 Media Response

The operating carrier will be responsible for all media releases concerning the aviation disaster. The operating carrier will forward any media releases to the Crisis Centre of the other Star Alliance members upon release of the media re-leases.

Where one of the Star Alliance members is required to release information to the media this release will be done in

consultation with the operating carrier.

10.15 Observers

As observing the response to an emergency can provide valuable information and experience, it is agreed that a member of the Star Alliance Emergency Response Advisory Group may, upon invitation from the operating carrier,

attend the area of an accident with the intention of observing the response. While in the area, the observer is not to hinder or interfere with the response in any way. It is understood that the operating carrier may request that the ob-server leave the area of the accident without warning or explanation.

Further, it is understood that the observer will be responsible for his or her own travel arrangements, accommodations and expenses.

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10.16 Sample Forms

NOTIFICATION REPORT SAMPLE

1.0 Carrier:

1.1 Date:

1.2 Time of occurrence UTC: Local:


1.3 Occurrence Location:

1.4 Is the aircraft painted in full Star Alliance Livery? Y/N

1.5 Last point of departure:

Airport: Time UTC:

1.6 Point of intended landing:

Airport: Time UTC:

1.7 Flight Number

1.8 Type of operation:

1.9 Phase of operation:

2.0 Occurrence description:

3.1 Aircraft Manufacturer:

3.2 Model:

Notification sample Report (cont.)

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3.3 Registration:

3.4 Serial Number:

3.5 Delivery date:

3.6 Operator:

4.1 Number of persons aboard:

Crew: Passengers: Infants:

4.2 Injuries

FATAL SERIOUS MINOR NONE TOTAL

Captain

Copilot

Other Flight Crew Members

Cabin Crew Members

Passengers

Infants

5.1 Persons injured or killed on ground:

5.2 Facilities damaged:

5.3 Other:

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6.1 Person making this report:

6.2 Department:

6.3 Telephone No.

6.4 Telefax No:

MSO/IOCC- F-14

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10.17 FAMILY INQUIRY REPORT


1.1 Last Name:

1.2 First Name:

1.3 Middle Name:

1.4 Middle Name:

1.5 Nick Name:

2.0 Caller’s Name

2.1 Last Name:

2.2 First Name:



4.1 Business:

4.2 Home:





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7.1 Watched them board



Other ( specify ):


MSO/IOCC- F-15

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Appendix 2 Laws and Regulations

The following chart is intended to provide an overview about international laws and regulations concerning a carriers response to an emergency situation. Each member of the Star Alliance shall ensure to be in compliance with the laws and regulations of each of the countries that it operates into.

Country Law / Regulation

United States of America

Family Assistance Act of 1996

Foreign Air Carrier Assistance Act of 1997

Wendell H. Ford Aviation Investment and Reform Act for the 21st Century of 2000 (Air 21)

Vision 100 – FAA Reauthorization Act 2003

Brazil IAC 200-1001 Family Assistance Plans for Aeronautic Accidents and Support for Families – Portaria N. 706/DGAC, 22 July 2005

Australia Family Assistance Code of 2002

European Union

Regulation (EC) No. 2027/97 on carrier liability in respect of the carriage of passengers and their baggage by air (advance payment regulation)

Amended by Regulation (EC) No. 889/2002

Regulation No. 996.2010 on the investigation and prevention of accidents and incidents in civil aviation.

United Kingdom Civil Contingencies Bill of 2004

Peoples Republic of China

Provisions on the Emergency Response and Family Assistance Relating to Civil Aircraft Flight Accidents

Korea Korea Family Assistance Act 2007

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Standardization of Assistance to Survivors & Families of Passengers

At the Star Alliance Emergency Response Advisory Group meeting in Auckland, New Zealand on November 16, 17 and 18, 1999, it was agreed that the members of the Star Alliance would adhere to, and hence change all relevant documents to reflect, the standards and recommended practices reflected in the IATA documents, “Report on Guide-lines for Naming Conventions for Teams and Facilities” and Report on Standards and Recommended Practices for the Assistance of Survivors and Families of Passengers in the Aftermath of an Aircraft Accident or Incident” by January1, 2001.

Further, it was agreed that both of the aforementioned documents be added to the Star Alliance Emergency Response Policies and Procedures Manual as an appendix for reference purposes.

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Report on Guidelines for Naming Conventions for Teams and Facilities

Prepared by: Henry Bommer Air Canada

Jim Konz United Airlines

October 7, 1999

Foreword

This document is intended to establish emergency response standards and recommended practices for IATA air carri-ers.

In developing these standards and recommended practices the following definitions have been used:

Standards are specifications, the uniform observance of which has been recognised as practical and necessary to im-prove emergency response in the aftermath of an aircraft incident or accident.

Recommended practices are specifications, the observance of which has been recognised as generally practical and as highly desirable in improving emergency response in the aftermath of an aircraft incident or accident.

In order to provide a format that makes standards and recommended practices easily recognizable, each has been presented using different type style.

Standards are presented using normal type.

Recommended practices are presented using italics.

It is understood that there are instances where an item (specification) is recognized as practical and necessary to im-prove emergency response and should therefore be considered a standard however, certain air carriers will not be able to comply with the standard due to laws in effect in their country. Where this occurs the item will be designated as a standard with the air carrier being provided with the ability to file an air carrier difference that would relieve them of the requirement to comply with the standard and thereby allowing them to comply with the laws of their country. Fur-ther, the practice of filing an air carrier difference will provide a better understanding of worldwide differences in emer-gency response and will assist air carriers in planning for an emergency response.

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10.18 Response to an Aviation Disaster

The strength of the STAR ALLIANCE lies in its ability to collectively apply its considerable resources, in support of an operating carrier, thereby helping to ensure a timely and effective response

Roles and Responsibilities

In the event of an aviation disaster, it is the responsibility of each of the members of the STAR ALLIANCE to provide support and assistance to the operating carrier.

The following are the roles of the members:

STEPS Time initial

1-The operating carrier has overall responsibility for responding to the aviation disaster.

2-The member in whose regional area of coverage the accident has occurred is, upon request, responsible for providing and managing the initial response at the site until the operating carrier’s corporate response arrives or for a period not to exceed forty-eight hours.

3-The assisting carrier will work with the operating carrier to meet the needs of the operating carrier where those needs are fundamental to the operating carri-ers overall management of the response.

4-The other carriers will support and assist the operating carrier and the member providing the initial response.

5-The assisting carrier will, upon request from the operating carrier, apply its best efforts to securing accommodations, communications equipment and trans-portation in accordance with the specifications of the operating carrier.

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10.19 Basic Principles governing the release of information

The basic principles governing the release of information by Star Alliance members in an emergency are as follows:

STEPS Time initial

1- The Operating Carrier has overall responsibility for responding to the emergency, and will take the lead in releasing information to the news media and other audiences

2- Briefings or interviews with the broadcast media will only be conducted by the Operating Carrier

3- The Operating Carrier will notify Codeshare Partner/s of the timing and content of any news releases. Where possible, this will be done in ad-vance

4- The Operating Carrier will provide English-language copies of news re-leases to all other Star Alliance members, in a timely manner

5- The Codeshare Partner/s may release information regarding their own in-volvement in an accident or emergency, in consultation with the Operating Carrier.

6- An accident or incident should never be referred to as a “Star Alliance” accident

7- The member whose home base is closest to the scene of an accident in-volving another Star Alliance member may be requested by the Operating Carrier to provide support and assistance in handling the demands of the news media.

8- The cost of any such assistance will be borne by the Operating Carrier

9- The Operating Carrier has overall responsibility for responding to the emergency, and will take the lead in releasing information to the news media and other audiences

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10.20 Roles and Actions of the Star Alliance members in an Emergency

In the event of an emergency involving any of the Star Alliance members, the role of the respective Communica-tion Departments is twofold:

Firstly, to deal with the demands of the news media for information regarding their own airline’s involvement (if any) in the situation;

Secondly, to offer any support which may be requested by their counterparts at the airline/s which are directly involved?

10.20.1Answering Press Enquiries

In the event of an accident or other emergency, the Operating Carrier, codeshare partners and other Star Alliance members (and the Star Alliance Corporate Office) will inevitably receive a large volume of media enquiries. In answering press enquiries, the members should observe the following principles:

STEPS Time initial

1- The Operating Carrier is responsible for the release of any information per-taining to the flight, including the model and age of the aircraft involved its maintenance history, the names and experience of the crew, the number of passengers on board and the circumstances of the flight.

2- Airlines which code shared on the flight in question, and who may have had ticket-holders on board, may answer questions pertaining to their own tick-et-holders, the code share arrangement with the Operating Carrier, and the extent of their own emergency response activities (for example, the dispatch of care-team volunteers or the opening of a passenger information centre). Questions relating to the aircraft, the operation of the flight or the circum-stances of the accident must be referred to the Operating Carrier.

3- If a member becomes involved in the rescue or supporting activities at the scene of an accident or emergency, at the request of the Operating Carrier, it may receive enquiries from the news media about these activities. The Assisting Carrier’s responses should be confined to discussing its own role in supporting the Star Alliance member carrier in helping survivors and the families of any victims. However, questions relating to the operation and the circumstances, as above, should be referred to the Operating Carrier. The Assisting Carrier should not answer any questions relating to the investiga-tion of the accident.

4- The Star Alliance Corporate Office will direct all enquiries pertaining to the accident or emergency to the Operating Carrier or (where appropriate) to its code share partners.

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10.21 Communications Support in an Emergency

One of the strengths of Star Alliance lies in the ability of its members to apply their collective resources to support an Operating Carrier in an emergency. This philosophy extends to the Communication Departments of the member airlines, which are expected to provide whatever assistance and support may be requested by their colleagues at any of the other Star Alliance carriers in a crisis.

10.21.1Types of Support

Examples of the types of support which may be requested by the Operating Carrier are listed below. This support will be provided for as long as is mutually agreed between the Operating Carrier and the Assisting Carrier:

STEPS Time initial

1- Arranging translation of the Operating Carrier’s press releases into the predominant local language

2- Distributing the Operating Carrier’s press releases to local and re-gional news media, in English and/or the predominant local lan-guage, via fax, email or website

3- Providing broadcast-quality audio recordings of the Operating Car-rier’s statements, read in the predominant local language/s, which can be accessed by local news media via a dedicated phone number

4- Arranging press briefings by the Operating Carrier’s spokesper-son, at the accident site or at another appropriate location, and providing a local-language translator, if necessary

5- Establishing a media centre at or near the accident site and providing sufficient staff to operate the media centre for as long as agreed with the Operating Carrier

6- Arranging monitoring of local and regional print and electronic news media, and providing daily media clippings (with translation of local-language headlines into English, where appropriate) to the Operating Carrier’s Communications Department

10.21.2 Geographical coverage

Although an accident or emergency involving a Star Alliance carrier may occur anywhere in the world, the Operating Carrier will be responsible for leading the communications response to that event, both at head office and at the scene, as appropriate. If necessary, the Operating Carrier may request some communica-tions support from other Star Alliance member/s based closer to

The accident scene, as described in Para 2.1. If so, the type and duration of that support will be agreed be-tween the Operating Carrier and the assisting airline/s concerned.

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10.22 Operating Carrier

10.22.1Operating Carrier Response

The operating carrier will be responsible for launching their Emergency Response Team to the site of the emer-gency within three (3) hours of notification. The operating carrier’s Emergency Response Team will, upon their arrival at the site, assume control of the response.

The assisting carrier and station will fully brief the operating carrier and conduct an orderly transition of the re-sponse to the operating carrier's Emergency Response Team.

10.22.2 Action Checklist: Operating Carrier

The following is a suggested list of actions to be performed by the Operating Carrier, working with its own Crisis Communications procedures:

STEPS Time initial

1-Release the first confirmation of the accident or event – no more than one hour after receiving notification. For a sample of the appropriate wording, see the sample statements contained in Appendix 2 of this document. Note: The names of any code share partner/s should not be included in the initial holding statement or subsequent releases until the Operating Carrier has established contact with them and notified them that their involvement is about to become public.

2-Contact the Communications Department of the appropriate Star Alliance member carrier to request assistance, if required. Use the Duty Press Officer contact infor-mation provided in Appendix 1 of this document

3-Establish a schedule for the regular release of further information to local and in-ternational news media – in its own language and in English

4-Ensure that any press releases are provided to the Star Alliance Corporate Office, for distribution to other members

5-Conduct a media briefing by a senior executive at its own headquarters (or anoth-er appropriate location) no more than three hours after notification. In the case of an accident involving fatalities, this should normally feature the chairman, chief execu-tive, or most senior executive available.

6-Establish a schedule for regular press briefings at its own headquarters and (if possible) at or near the site of the event. This may be done in association with the Assisting Carrier, if required

7-Determine whether current advertising should be suspended

8-Activate its crisis “Dark Site” on the Internet, and post any new information which is released via other channels

9-Notify code share partner/s of information which is being released to the news media. If possible, this should be done in advance of publication

10-Participate in the regular Star Alliance teleconferences

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10.23 Assisting Carrier

10.23.1Assisting Carrier Response

The assisting carrier will, upon request from the operating carrier, be required to provide assistance as follows:

In conjunction with the station nearest the site, provide initial and continued response to the emergency until the oper-ating carrier’s Emergency Response Team arrives at the site.

Where the assisting carrier does not have sufficient staff and/or equipment on the ground in the vicinity of the accident site, the assisting carrier will be required to launch an aircraft, with staff and equipment on board, to the site of the ac-cident. The assisting carrier is required to launch the response within three (3) hours of the aviation disaster being con-firmed. The response will vary depending on the size of the aircraft and the location of the accident.

It is understood that there are circumstances, such as weather or lack of a serviceable aircraft that would prevent the assisting carrier from immediately launching a response. Should this occur, the assisting carrier is responsible for in-forming the operating carrier of the circumstances that prevent them from launching a response within the required time frame and the estimated time that a response would be launched?

Where the response by the operating carrier will arrive within two (2) hours of the response of the assisting carrier, the assisting carrier will not be required to launch a response. Further, where the aviation disaster has occurred in another member’s area of coverage, the operating carrier has the option of relieving the assisting carrier of their requirement to respond. It is, however, expected that the assisting carrier's personnel, in the vicinity of the accident, will provide sup-port and assistance to the operating carrier’s staff until their Emergency Response Team arrives.

In the primary area of coverage, where the following services are not provided by the local authorities, the assisting carrier will, in accordance with their emergency response plan, assist in providing the following:

Assistance arranging accommodations, transportation, security services, communication equipment such as cellular and satellite telephones, computers, facsimile machines, photocopiers and printers

Assistance for relatives and injured and uninjured passengers and crew members

Facilitate managing the deceased through arranging temporary morgue and refrigeration units

Assistance contacting local authorities such as the civil aviation authorities, police authorities and search and rescue

Deploy a Special Assistance Team

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10.23.2Action checklist: Assisting Carrier

The Assisting Carrier may provide communications support requested by the Operating carrier, After establishing contact with the Operating Carrier’s Communications Department, the Assisting Carrier’s Communications De-partment should perform the following actions (where requested to do so by the Operating Carrier)

STEPS Time initial

1- Open its own media call centre and take calls from the local and re-gional news media. Responses will be confined to reading the latest statement provided by the Operating Carrier

2- Arrange translation of the Operating Carrier’s first statement into the predominant local language. Repeat procedure for all subsequent statements

3- Distribute Operating Carrier’s statement/s to local and regional news media, in English and/or the predominant local language

4- Make broadcast-quality recordings of the Operating Carrier’s state-ments, read in the predominant local language/s, which can be ac-cessed by local news media via a dedicated phone number

5- Arrange a press briefing at/near the scene of the accident or incident for the spokesman provided by the Operating Carrier

6- Establish a media centre at or near the scene of the accident or inci-dent and provide sufficient staff to operate the media centre for as long as agreed with the Operating Carrier

7- Advise Operating Carrier on suitable local PR agency support, if nec-essary, and on which local reporters/media outlets should receive pri-ority for briefings etc

8- Arrange monitoring of local and regional news media and provide daily media clipping reports to the Operating Carrier, with English translation of headlines. Copies of clipping reports should also be supplied to the Star Alliance Corporate Office for distribution to the other members.

9- Participate in the regular Star Alliance teleconferences (see Section 4)

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10.24 Code share Partner/s

10.24.1Action Checklist: Code share Partner/s

The Code share Partner/s should perform the following actions (in consultation with the Operating Carrier)

STEPS Time initial

1- Establish contact with the Operating Carrier’s Communication Depart-ment. Use the Duty Press Officer contact details provided in Appendix 1 of this document

2- Prepare a news release confirming its involvement in the accident/ inci-dent as a codeshare partner. The release should specify the nature of the relationship with the Operating Carrier, and the number of its “own” ticket holders who were on board (if known). This release (and all subse-quent releases) should be shown to the Operating Carrier’s communica-tion department before it is issued to the news media. For a sample statement, see Appendix 2 of this document

3- Open its own media call centre to accept calls from the news media. Re-sponses should be confined to the points specified in Para 3.1. All other questions should be referred to the Operating Carrier

4- Hold a news media briefing by a senior executive at head office (or the most appropriate location) to confirm its involvement as a codeshare partner and to express sympathy and support for the Operating Carrier and the people involved in the incident or accident. The text of this statement should be shown to the Operating Carrier before the media briefing begins

5- Send any news releases to the Star Alliance Corporate Office for distri-bution to other Star Alliance members

6- Participate in the regular Star Alliance teleconferences (see Section 4)

7- Provide copies of news clipping reports to the Star Alliance Corporate Office for distribution to other Star Alliance members

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10.25 Star Alliance Corporate Office

10.25.1 Action Checklist: Star Alliance Corporate Office

The Star Alliance Corporate Office will perform a support function to the Operating Carrier and other involved members. This will include collating and distributing media monitoring reports to all Star Alliance members, ar-ranging regular teleconferences during and publishing statements on the Star Alliance “dark site”. The Corporate Office should also arrange a debrief on any accident or major event involving a Star Alliance member at the next meeting of the Corporate Communications Committee, in order for members to discuss and learn from the expe-riences of their counterparts at other member airlines.

The Corporate Office should perform the following actions:

STEPS Time initial

1- Contact the Operating Carrier’s communication department to deter-mine the most convenient time for the first Star Alliance teleconfer-ence. This should be held as soon as possible, but no more than four hours after notification.

2- Offer the Operating Carrier any other assistance which may be re-quired

3- Contact the communication departments of all other Star Alliance members to notify them of the timing and details of the first Star Alli-ance

4- Prepare an internal news release for distribution to Star Alliance em-ployees worldwide. Obtain clearance of the release from the Operating Carrier

5- In consultation with the Star Alliance Vice President Marketing, deter-mine whether current Star Alliance advertising should be suspended, either globally or in certain sensitive markets

6- With the approval of the airlines involved in the teleconference, acti-vate the “Dark Site” page on the Star Alliance website. This will include the generic statement of support attached in Appendix 5, and will also contain links to the websites of the airlines directly involved in the situ-ation.

7- Ensure that any news releases issued by the airline/s involved in the event are distributed to all other Star Alliance members

8- Ensure that all Star Alliance members provide their own daily media clippings of the event. Collate these clippings and circulate to all Star Alliance members

9- Refer any media enquiries to the Operating Carrier

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10.26 Other Star Alliance Members

10.26.1 Action Checklist: Other Star Alliance Members

Other Star Alliance members that are not involved as either the Operating Carrier, the Assisting Carrier or as a Codeshare Partner, may also be asked to provide some assistance to the airline/s directly involved. This support may include providing translation services or monitoring media reports about the accident or incident. To facilitate this, all Star Alliance members should automatically activate media monitoring of an accident or incident involving another partner, and should also participate in the regular Star Alliance teleconferences for the duration of the crisis. The Communication Departments of the other Star Alliance members should perform the following actions:

STEPS Time initial

1-Upon notification of the accident, contact the Star Alliance Corporate department to offer support to the Operating Carrier. Support may be required if, for example, a large number of passengers on the flight in question originated in the home country of another Star Alliance member

2-If assistance is required, refer to the action checklist in Para 3.3 “Assisting Carrier”

3-If no assistance is required, activate media monitoring for reports of the accident or incident

4-Supply copies of the daily clipping reports, with English-language translation of headlines only, to the Star Alliance Corporate Office for distribution to other Star Alli-ance members

5-Refer any media enquiries about the accident or incident to the Operating Carrier

6-Participate in the regular Star Alliance teleconferences (see Section 4)

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10.27 Geographic Areas of Coverage

APPENDIX 6: Geographic Areas of Coverage

10.27.1 Primary Area of Coverage

The primary area of coverage is the area in which an assisting carrier is prepared to provide an initial response for up to forty-eight (48) hours after notification.

10.27.2 Secondary Area of Coverage

The secondary area of coverage is the area where an assisting carrier will make their best effort to provide an initial response, however, the response and/or response time may be hindered by political conditions, location, topography and/or resources. Areas of Coverage Are moved to Appendix( E )

10.28 Geographic Areas of Telephonic Coverage

The area of telephonic coverage is the area within which a member is able to assist the operating carrier by handling calls from the general public.TEC Areas of Coverage moved to Appendix E

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Time Event Log (for all)

Time Event Log No ( )

Reporter Name:

Position:



A/C Type:

Tail No.:

Captain:

Routing:



MSO/IOCC- F-01

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3-6 Notification Report (Accident/ Emergency Report):Use this form to record information when

you are notified of an accident whether EGYPTAIR or Code share/star alliance partner (For All)

1 Flight NO.: Date:

2 Carrier: Air craft Operator:

3 Aircraft Type: Registration: Model:

4 Serial Number: Aircraft Manufacturer: Delivery date:

5 Routing Of Flight:

6 Dep. Time: STD ATD : ETA: Delay Code:

7 Last point of departure: Airport: Time UTC:

8 Point of intended landing: Airport: Time UTC:

9 Accident/Incident Occurrence Location:

10 Time of occurrence UTC: Local:


11 Phase of operation:

12 Occurrence description:

13 Source(s) of Information:

14 Nature Of Incident /Accident : Overrun Collision , Explosion Bomb threat Hijacking Others

15 Extent Of Damage of Aircraft: completely damaged partially damaged

17 Special Cargo/Dangerous goods::

18 Persons O/B Status( if known)

Captain : Fatal injured Serious injured minor injured

Copilot: Fatal injured Serious injured minor injured

Other Flight Crew Members: Fatal injured Serious injured minor injured

Cabin Crew Members: Fatal injured Serious injured minor injured

Passengers: Fatal injured Serious injured minor injured

Infants:

19 Persons injured or killed on ground:

20 Facilities damaged Other:

21 Person making this report: Department:

22 Telephone No.: Telefax No:

MSO/IOCC- F-02

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Star Alliance FAMILY INQUIRY REPORT


1.1 Last Name:

1.2 First Name:

1.3 Middle Name:

1.4 Middle Name:

1.5 Nick Name:

2.0 Caller’s Name

2.1 Last Name:

2.2 First Name:



4.1 Business:

4.2 Home:






-Watched them board

-Watched them check a bag curbside

-Unsure of airline, but knew was going to ___ about that time

-Other ( specify):


MSO/IOCC- F-03

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Field team Names and contact information:

Department

Name

Job position

Telephone

Work Cellular Home

Egypt’s Pilot Ass.

Flight Att. Ass.

Maint..and Eng.

Revenue management

Cargo Representative

Medical Representative

Safety Quality

Security

Medical

Technical

CAA Investigation Team

HDQ Management Personnel

1-

2-

3-

4-

MSO/IOCC- F-04

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Special Assistance Team names from EGYPTAIR

Department Name

Job position

Telephone

Work Cellular Home

MSO/IOCC- F-05

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Special Assistance Team from other agencies and/or volunteers

Department Name

Job position

Telephone

Work Cellular Home

MSO/IOCC- F-06

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Local Emergency Team

Name

Department

Job position

Telephone

Work Cellular Home

MSO/IOCC- F-07

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Initial Incident Accident Notification Briefing Report

Flight NO.: Date:

Carrier: Air craft Operator:

Aircraft Type:

Registration(Branding Star Alliance Other):

Routing Of Flight:

Origin /Destination

Dep. Time: STD ATD : ETA: Delay Code:

Last point of departure: Airport: Time UTC:

Point of intended landing: Airport: Time UTC:

Persons O/B Crew: Cockpit Cabin

Passengers: Infants:

Accident/Incident Occurrence Location:

( Geographical references ,City nearest to accident)

Time of occurrence UTC: Local:


Phase of operation:

Occurrence description:

Source(s) of Information:

Nature Of Incident /Accident :………………………………………………………………………………….

Overrun , Collision , Explosion ,Bomb threat,Hijacking,Others

Extent Of Damage:

Aircraft , Fatalities , Injuries

Persons O/B Status( if known): Crew: Passengers: Infants:

-Injured : Yes …….. No………. Fatalities: Yes……… No ……..

Special Cargo/Dangerous goods:

Airport Status……………………………………..(airport open or closed ,All Rwys affected or just one)

Nearest Operational airport(s)…………………………………………………..

Name ,Function ,Contact of Person issuing this report

Signature:

MSO/IOCC- F-08

IOCC


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Aug 2014

Load Status Summary Report

Operating Carrier:

Flight No:

Total Passengers On Board:

Total Crew On Board:

Date:

Issuing Time UTC:








Persons On Board Cockpit Crew No. Cabin Crew No. Pax Included Infants No.

Uninjured No.

Injured at hospitals No.

Injured in Airport or hotels No.

Deceased No.

Missing No.

Total No.

Remarks About Special Passen-gers

(WCHR.UM,others)

Remarks About Special Cargo

(Dangerous Goods,Avi,Radioactive,Others)

Person making this report

Name : Job Position:

Signature :

MSO/IOCC- F-09

IOCC


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Aug 2014

Local Emergency Procedures – Location Log

Station Item Location Tel.

Local Command Center

Local Go-Team Assembly


Local Operations Team Assembly area

News media Room

Temporary morgue

EGYPTAIR H.Q Safety Investigation con-ference room

H.Q GO-Team Hotel

Hanger/Warehouse (for aircraft compo-nents assembly/analysis)

Emergency Kit location

Portable Lighting location/provision

Airport Medical Station/Physician

Photographer

CAA Command Center

Area hospitals

Police department

Fire fighting

Ambulance

Airport tower

Airport security

Electric company

Custom

Immigration office

Egyptian embassy

Egyptian ambassador

MSO/IOCC- F-10

IOCC


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Aug 2014

Passenger Information Form

Use block letters and send form as soon as possible to the operating carrier

Please tick appropriate box whenever asked for

MUST Flight number Date and time of issuing this form

/ /

Station

MUST Passenger Mr. Mrs. Chd. Inf. Male Female

Family name First name Middle name

Which other name might have been used for booking in passport?

Address Street: City State

Country Postal code Zip

Nationality 1 Nationality 1

Date of birth DD/MM/YY Language(s):

Religion: Phone (country/city/phone no.) Mobile phone:

Office phone:

Passenger status

CAN Physical status Uninjured Injured Nature of injuries

CAN Traveling together with or tour operator

Special requests (e.g. kind of transportation, special medication or medical treatment)

Family

Are there family members to be contacted

YES NO

Meeters and greeters at the air port

YES NO

MUST Relationship to passenger:

Phones:

Home phones:

Office phones:

Mobile phone:

Address

Street: City:

Postal code State:

Country:

MSO/IOCC- F-11

IOCC


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Aug 2014

Bomb threat / sabotage / checklist

No INFORMATION NOTICES

1 Reporter Name

2 Time of call

3 Flight Number

4 Gender of Reporter

5 Mean of report (telephone – fax – Sita)

6 Caller 's voice (calm – angry – excited slow – rapid – soft – loud – laugher – crying – normal – nasal – deep – deep breathing – familiar).

7 Background sounds (clear – music – voices – house noises – other – threat – Street noises – factory noises – animal noises)

8 Language: 1-Arabic 2-English 3-French 4-Others (Well spoken – incoherent – irrational)

9 Speech:(fast-distinct-stutter-slow)


11 Accent:(local-foreign-race-regional-other)

12 Warning pertains to:

1-aircraft

-Flight number: -date: -a/c type: -Reg.: -present location: 2-Buildings and installations:

-Details of threat:


13 Location of bomb

14 Name of call Recipient

15 Other Details

MSO/IOCC- F-12

IOCC


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Aug 2014

دليل تلقى اتصال بتهديد أوعملية ترريبية:

البيان مالحظات

:اسم المتصل

:وقت االبالغ

:رقم الرحلة

:جنس صاحب االتصال

اخرى –رسالة محمول -موبايل-سيتا-فاكس-تليفون)وسيلة االبالغ

-يتحدث من انفه-عادى-صوت صارخ-ضاحك-عالى-ناعم-سريع-صوت غاضب بط -غاضب-هادئ)صوت المتصل

مالوف-تنفس عالى-عميق

-حيواناتضوضاء -ضوضاء مصنع-ضوضاء شارع-تهديدات-ضوضاء منزلية-اصوات-موسيقى-الش )خلفية الصوت

(أخرى

اخرى-4فرنسية -3انجليزية -2عربية -1لغة المتصل

(ضعيفة-متوسطة-جيدة)درجة االجادة اللغوية

(بطيئة-بصعوبة-واضحة-سريعة)طريقة التحدث

:موقع تلقى االتصال

(أقليمية-أجنبية-محلية)طريقة النطق

(معلومات أخري-حروف التسجيل-الطائرةنوع -التاريخ-رقم الرحلة)طائرة -1التحذير خاص ب

(تفصيالت المبني-نوع التهديد)مبني-2

:موقع المتفجرات ان امكن معرفته

:اسم متلقي البالغ

:معلومات أخري

MSO/IOCC- F-13

IOCC


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Aug 2014

NOTIFICATION REPORT SAMPLE

1.0 Carrier:

1.1 Date:

1.2 Time of occurrence UTC: Local:


1.3 Occurrence Location:

1.4 Is the aircraft painted in full Star Alliance Livery? Y/N

1.5 Last point of departure:

Airport: Time UTC:

1.6 Point of intended landing:

Airport: Time UTC:

1.7 Flight Number

1.8 Type of operation:

1.9 Phase of operation:

2.0 Occurrence description:

3.1 Aircraft Manufacturer:

3.2 Model:

Notification sample Report (cont.)

IOCC


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Aug 2014

3.3 Registration:

3.4 Serial Number:

3.5 Delivery date:

3.6 Operator:

4.1 Number of persons aboard:

Crew: Passengers: Infants:

4.2 Injuries

FATAL SERIOUS MINOR NONE TOTAL

Captain

Co-pilot

Other Flight Crew Members

Cabin Crew Members

Passengers

Infants

5.1 Persons injured or killed on ground:

IOCC


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Aug 2014

5.2 Facilities damaged:

5.3 Other:

6.1 Person making this report:

6.2 Department:

6.3 Telephone No.

6.4 Telefax No:

MSO/IOCC- F-14

IOCC


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Aug 2014

10.17 FAMILY INQUIRY REPORT


1.1 Last Name:

1.2 First Name:

1.3 Middle Name:

1.4 Middle Name:

1.5 Nick Name:

2.0 Caller’s Name

2.1 Last Name:

2.2 First Name:



4.1 Business:

4.2 Home:






Watched them board



Other ( specify ):


MSO/IOCC- F-15

IOCC


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Aug 2014

Photographer declaration

Pictures of an aircraft and the persons involved are always of great interest for the media. Many times journalists make tremendous offers to persons that are in possession of such pictures. By doing so they do not respect the privacy of victims. If a photographer is appointed to take photos in relation to an accident, the following declaration must be signed in duplicate at the time of appointment.

Original

I, ……………………………………………………………………(surname and given names),………………………………………………………………………………………………..

(complete address)

Hereby declare that I shall deliver to. ……………………………(Airline) at ……………………….

All photos (inclusive prints. Proofs and negatives) taken by myself and my employees by order of Airline and that I shall cede to the Airline the exclusive right to make use of this photos.

I specially confirm that I shall not hand positives or negatives to third parties, such as press, film or television repre-sentative, etc.

Payment for my work will be in accordance with local tariffs and in consideration of the above agreement

Place:…………………………………….. Date:……………………………….

Signature of photographer Signature of the Airline Signature of Witness (if required)

Photographer’s Copy

I, ……………………………………………………………………… (surname and given names),………………………………………………………………………………………………..

(complete address)

Hereby declare that I shall deliver to. ……………………………(Airline) at ……………………….

All photos (inclusive prints. Proofs and negatives) taken by myself and my employees by order of Airline and that I shall cede to the Airline the exclusive right to make use of this photos.

I specially confirm that I shall not hand positives or negatives to third parties, such as press, film or television repre-sentative, etc.

Payment for my work will be in accordance with local tariffs and in consideration of the above agreement

Place:…………………………………….. Date:……………………………….

Signature of photographer Signature of the Airline Signature of Witness (if required)

MSO/IOCC- F-16

(In case of using more than one copy they, must be numbered)

IOCC


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12. ERP. POLICY

IOCC


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-------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 CH 12-ERP Manual Policy 12-1

Aug 2014

12. Policies

-Safety is the top priority for EGYPTAIR. However, an emergency can occur at any time the professional handling of an emergency is vital in maintaining the public's confidence in EGYPTAIR. The EGYPTAIR emergency response Plan has been designed to mobilize and guide the EGYPTAIR personnel in the event of an aircraft incident or accident and other possible crisis situations.

The aim of this plan is to set down EGYPTAIR's commitments, policies and procedures in responding to an emergency. These commitments, policies and procedures are intended to ensure that EGYPTAIR offers the highest levels of care for survivors and families of affected passengers.

It is essential that all personnel involved in the response to an emergency are fully aware of the procedures that are to be followed. Each member of the emergency response organization has to be familiar with the overall emergency organization and be completely aware of her/his duties and responsibilities. This aware-ness can only be maintained through adherence to the Emergency Response Plan

-The executive responsibility to ensure emergency response planning and to chair the EGYPTAIR executive Emergency Response Team ERT has been delegated to the executive Vice president Flight Operation.

-EGYPTAIR Emergency Response committee, chaired by Chairman Of EGYPTAIR Holding Company emer-gency response department, is responsible for regularly reviewing and rehearsing the plans and procedures.

- The duty manager of integrated Operation Control Center (IOCC) represents initially EGYPTAIR directorate until revealed by Emergency Response Center (ERC).

ERC should be activated to be supportive of those at the emergency scene & participate in major decisions.-Each company within EGYPTAIR Holding Company shall Issue and maintain its own Emergency response plan ,which will be adhered to and implemented during the handling of an aircraft accident or other types of emergency.

IOCC


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Aug 2014

this ensures that all companies shall be given the accurate support and assistance required to launch an emergency response of an aircraft accident or other types of Emergency

-EGYPTAIR is a member Of the Star Alliance and as such, adheres to the Star Alliance Emergency Re-sponse Policies and Procedures

12.1 ERP. Training Course:

-Face To face Training

Who should attend the training courses?

-Training of home base and field team member, out stations staff /handling agent managers

-Training of Special Assistance Team (SAT) Teams members from all departments

-Training of Family Support Team, Members Public Relation

Training Duration: Two days

Day (1)

Introduction.

Definitions

IOCC Response.

ERC Response

Station Response.

Day (2)

6. Site Team Response.

7. Airport Terminal Team Response.

8. Sabotage Threats

9. Hijacking

9. Publicity and Information

10. Reciprocal contingency Services RCS (Star Alliance Group and Code Share Agreements)

11. Visit to Emergency Response Center (ERC)

NOTICE: Recurrent and Refreshing Course every two year

Duration one day ( 5hrs)

Revision Only on the duties and responsibilities and checklists

From chapter 3 to chapter 10

IOCC


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Aug 2014

12.2 Testing and Revision of, ERC equipments, information, contacts

-The Emergency Response Center Equipments (telephones, faxes, TV, Computers…….etc) will be tested and revised weekly through crises management staff.

-The vital information of Stations, Crisis Teams, Agencies, Hospitals and Authorities , Code share ,and Star Alliances members will be tested monthly by suitable mean (Fax, Telephone, sita……)under the supervision of crisis management manager

12.3 ERP Exercises and Rehearsal

12.3.1 Purpose of conducting an Exercise:

1. Ensure everyone has been properly briefed

2. Take the time to work through the checklists.

3. Verify the exercise instructions.

4. Ensure everyone is aware of how and when the exercise will end.

5. Familiarize personnel with responsibilities and procedures

6. Ensure ready functionality of all equipment and facilities.

7. Expose deficiencies in the plan and its execution, and ensure such deficiencies are addressed

8. -If the crises center has been activated due to any emergency or actual emergency happened in the peri-od of any type of an exercise no need to conduct the exercise of these period and Expose deficiencies in the plan and its execution, and ensure such deficiencies are addressed

12.3.2 Rules of conducting an Exercise Communications:

1-Ensure all communications are started and ended with the words:" This an exercise"

2- Director Corporate Communication/Or representative must activate the relevant Star Alliance contacts to be as a part of drill and it should to inform the other star partners during the exercise by sending the complet-ed notification report to the other star members(form no 13 chapter12

3-Do not use live flight numbers.refere the flight number using "000"or the name of the exercise.

4- Director Corporate Communication/Or representative must contact the Star Alliance Press Office on +49 69 96375110.

5-Designate a code that will automatically end the exercise

12.3.3Types of exercises and drills (Rehearsal):

a. Tabletop Exercises(Rehearsals): Every (1)one year or Upon Request)

-to check the response of the team personnel to arrive the Emergency Response Center (ERC) after notifica-tion. Of an emergency situation.

-to ensure everyone has been properly briefed.

-Ensure every one is aware about his duties responsibilities and reviewing his Check list

b. Simulation Exercises (Rehearsals): Every (2) two years It includes:

- Reporting.

-Activation of Emergency Response Center (ERC).

IOCC


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Aug 2014

-Application of the check lists of home base team

12.3.4 Debriefing:

A-Do it immediately after an actual event or an exercise (rehearsal).

B-Capture the lessons learned.

C-write a report and distribute to regulatory authorities, corporate management, operational personnel and the local community to identify deficiencies discovered during the event or drill & recommending cor-rective and / or preventative action.

D-ensure vital information is communicated to regulatory authorities, corporate management, operational personnel and the local community when the ERP is activated whether for an actual event or a rehearsal.

Notice:

Any of the previous exercises can be conducted at any time upon the request of the emergency director, CAA, HQ of EGYPTAIR, emergency management manager

Or star alliance

IOCC


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Aug 2014

E-The Emergency Response management shall follow up that the recommendations made following emergen-cies and drill are properly considered and addressed.

12.3.5The Star Alliance Emergency Response Exercises

It is essential that all personnel involved in the response to an emergency are fully aware of the procedures that are to be followed. This awareness can only be maintained through the continual testing and exercising of a company’s Emergency Response Plan.

In order to assess a member of the Alliance’s ability to interact with another member, each member will be re-quired to conduct one exercise a year that involves a Star Alliance member.

All members are to submit the observations from their exercise to the Chair and Vice Chair for posting in the board book. The Chair will invite three (3) members to present the observations from their exercises at the Star Alliance Emergency Response Advisory Group meeting immediately following the exercise and adjustments to the Star Alliance Emergency Response Policies and Procedures Manual will be made as required.

Types of Emergency Response Exercises and Simulations

Exercises that are conducted should include, but not be limited to, tabletop exercises, functional exercises and full operational simulations.

Tabletop Exercises

The basic purpose of a tabletop exercise is to solve problems in a group discussion. This normally provides key individuals an opportunity to evaluate coordination, review plan and SOP elements, and prepare for larger and more complex exercises. Tabletop exercises do not involve the use of response equipment. Each problem or element of the exercise must be given adequate time for discussion to allow for complete problem solution.

Functional Exercises

Functional exercises are a simulation that is designed to evaluate a limited number of functions within the overall plan. They require the participation of response personnel and the use of response equipment, as well as the coordination needed for these functions. Several functional exercises may be needed to test specific areas of the plan independently for appropriate evaluation.

Full Operational Simulations

Full operational simulations are designed to physically test a major portion of the plan, bringing together the func-tional elements tested during the previous functional exercises. These exercises would typically require the acti-vation of a Crisis Centre to coordinate the activities of all of the entities involved and for participants to suspend normal operations and activate plans as they would in a real event.

Exercise Notification

Star Alliance members are required to send a notification message for all internal and external emergency re-sponse functional and simulation exercises that they are involved in. Further, all Star Alliance members will be expected to acknowledge the receipt of the notification message.

The results from the notification and acknowledgement of exercises should be made available to all members at the Star Alliance meeting immediately following the exercise.

IOCC


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------------------------------------------------------------------------------------------------------------------------------------------------ Ed.3- Rev.2 CH 12-ERP Manual Policy 12-6

Aug 2014

It is essential that all personnel involved in the response to an emergency are fully aware of the procedures that are to be followed. This awareness can only be maintained through the continual testing and exercising of a company’s Emergency Response Plan.

In order to assess a member’s ability to interact with another member of the alliance, each member will conduct one joint exercise a year where:

a member is paired with another member of the alliance

the date of the exercise is jointly agreed to by the members involved and the STAR ALLIANCE Emergency Re-sponse Advisory Group

the scenario and scope for the exercise is jointly developed by the members involved and the STAR ALLIANCE Emergency Response Advisory Group

each carrier will conduct the same exercise so that the results of the exercise can be compared

The exercise will be reviewed at the STAR ALLIANCE Emergency Response Advisory Group meeting immedi-ately following the exercise and adjustments to the STAR ALLIANCE Emergency Response Policies and Proce-dures Manual will be made as required

IOCC


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Aug 2014

12.4 ERP System of Amendments:

Amendments requiring immediate revision shall be initiated and put into force and signed by IOCC General Manager & Crisis Management Manager.

With each normal amendment an update (List of effective pages, LEP) which forms part of the ERP, shall be issued; thus the user will be able to check whether his manual up-to-date.

Any Amended page(s) that will affect the numbering system of the manual; shall be given a numbering system associated with an alphabetical character e.g. 4-14A, 4-14B, … etc.

12.5 Distribution of ERP Manual:

The Emergency Management is responsible for distributing the manual(electronically/or papers A4) to the companies ,departments , individuals Code sharing and Star Alliance Emergency Response Advisory Group listed in the distributing list mentioned before.

12.6 Rescue & Search Agreements-Reciprocal Services Agreements:

Rescue and Search agreement has been signed with Egyptian Ministry of Defence concerning domestic res-cue affairs (Egyptian Territory).

Agreement with Delta Airlines according to international airlines technical pool (IATP)

Agreement with Kenyon International Emergency Services, Inc to provide Emergency and consulting in family assistance and special assistance services in the event of disasters in connection with EGYPTAIR, s opera-tions and Crisis Management

12.7Kenyon services will include the following

1-Establishment of local emergency command centers at line stations or remote locations with coordination of EGYPTAIR ERC and EGYPTAIR nearest station provided with equipment and material necessary for suc-cessful execution of EGYPTAIR emergency plan (ERP)

2-Advisory services to support incident management

3-Search and recovery of remains.

4-Establishment, operate and maintain a mass fatality incident morgue.

5-Search for and recovery of personal effects

6-Establishment, operate and maintain a family information center

7-Provide crisis communication professionals to assist in media relation.

8-Crisis communication professionals to provide EGYPTAIR daily reviews and analysis of local media cover-age and advice on responding to issues raised in the media coverage

9-Multilingual emergency response call center services to handle the potential volume of calls expected with emergency events

9.Trained staff to act as supports personnel for family members (often called special assistance teams) to meet their needs for information, advice, support and ongoing care, with the cooperation of dispatched special assistance teams from EGYPTAIR.

IOCC


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------------------------------------------------------------------------------------------------------------------------------------------------ Ed.3- Rev.2 CH 12-ERP Manual Policy 12-8

Aug 2014

12.8 Emergency Management Qualification/Skills

12.8.1Emergency Management Manager/Deputy(Responsibilities/Qualification and skills)

1-responsible for the development, implementation and maintenance of the ERP

2- Updating, Revising, Modification and promoting Emergency Response Plan ERP.

3-Following up the Agreements concerning emergencies between EGYPTAIR and other agencies, code shar-ing parties and star alliance partners

4-Revise the response of each station, department in crisis to avoid the shortage in the future.

5-Ensure and control that internal and external communications strategies are up-to-date.

6-Following up and ensure all outstations personnel with responsibilities under the ERP are appropriately trained and qualified to execute applicable procedures under supervision and coordination with the training center.

7-Following up the Emergency Response Center to be ready to use in case of an emergency or training though himself and his supporting stuff

8-Plan and manage the logistics and delivery of ERP training material and programmes by means of coordi-nating with internal departments and maintaining an effective track record and statistical analysis of all training sessions completed.

9-Partner with Out Stations Managers in dealings with airport authorities and GHAs to ensure that each sta-tion’s plan is supported appropriately by its local authorities and agencies

10- Provide advice and proposals to Out Stations managers to ensure that their Station Emergency Pro-gramme is fit for purpose’ including input into arrangements with code share partners.

Qualification

-Suitable University Degree

-Good Experience in the flight operation not less than 14 years

Knowledge/skills:

- Experience working in Operation Control Center

- Knowledge of reservation and flight Following systems and all used systems concerning Flight operation

-Working knowledge of emergency response planning procedures

-Good Experience in computer skills

-Sufficient and continuous training on the field of crises management (airline Emergency planning and Re-sponse Management, Go team Crises Management Operation ,Crises Management Center Operations, Call Center Operations, Special and Family Assistance Team management ………..)

-Developing leader ship skills

-,Instructor Professional Skills

IOCC


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Aug 2014

12.8.2 Emergency Management Staff Crisis Manager Assistance

They are the Team Who Provide support to the Emergency Director/Crisis Management Manager

Qualification

-Suitable University Degree

Experience:

-Good Experience in computer skills

-Good Experience in the flight operation not less than 07years

-good Command in English other language is preferred

-Working knowledge of emergency response planning procedures

-Sufficient and continuous training on the field of crises management (airline Emergency planning and Re-sponse Management, Go team Crises Management Operation ,Crises Management Center Operations, Call Center Operations, Special and Family Assistance Team management ………..)

IOCC


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13- Glossary and References

IOCC


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---------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 CH 13.Glossary 13-1

Aug 2014

Glossary

ERC Emergency Response Center

ERP Emergency Response Plan

ERT Emergency Response Team

LCC Local Command Center

IOCC


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------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 CH 13.Glossary 13-2

Aug 2014

References:

1. American Airlines and Saber Recommendations.

2. Cairo Airport Emergency Plan (AEP).

3. Flight Operation Manual. (FOM)

4. IATA Crisis Communications Manual.

5. Station Emergency Plan (Austrian Airlines) (STEP)

6. Airline Emergency Planning and Response Management Course Cairo 2007

7. Star Alliance Crisis Communications Guidelines.

8. Star Alliance Emergency Response Policies and Procedures.

9. Star Alliance Contact Information.

IOCC


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------------------------------------------------------------------------------------------------------------------------------------------------------Ed.3- Rev.2 CH 13.Glossary 13-3

Aug 2014
