emergency operations manual - contour aviationintranet.flycfm.com/files/347/file/eom rev 25 (29 jan...

EMERGENCY

OPERATIONS

MANUAL

All rights reserved. This publication and its contents may not be reproduced, stored in a retrieval system, disseminated or transmitted in any form or by any means (electronic, photocopy, by recording, mechanically or otherwise) without the prior written permission of Corporate Flight Management, Inc. Printed in U.S.A. Revision 25 2016 Corporate Flight Management, Inc. Uncontrolled When Downloaded

January 29, 2018

Description of changes for EOM Rev 25 (29 January 2018)

1. Chapter 3 page 3-28 Added station contact information. 2. Chapter 3 page 3-42 Updated station contact information.

RECORD OF REVISIONS

Rev No Issue Date Rev

No Issue Date Rev No Issue Date

0 1 Apr 03 15 04 Oct 13 30

1 22 Jul 03 16 10 July 14 31

2 22 Dec 03 17 24 April 15 32

3 23 Feb 04 18 13 Nov 15 33

4 13 Apr 05 19 23 March 16 34

5 21 Nov 06 20 8 August 16 35

6 12 Jan 07 21 24 August 16 36

7 6 Aug 08 22 06 April 17 37

8 18 Feb 09 23 08 August 17 38

9 23 May 09 24 03 October 17 39

10 26 Feb 10 25 29 January 18 40

11 01 Nov 10 26 41

12 17 May 11 27 42

13 19 July 12 28 43

14 04 June 13 29 44

Emergency Operations Manual

Chapter 0 Page: 0-1 29 Jan 18

BACK ROR


List of Effective Pages Page: 0- 1 29 Jan 18

List of Effective Pages Page No. Dated Chapter 0 Cover/Record of Revisions ...... 08 Aug 17 List of Effective Pages 0-1 ........................................... 08 Aug 17 0-2 ........................................... 08 Aug 17 0-3/Blank ............................................. NA Table of Contents 0-4 ........................................... 08 Aug 17 0-5 ........................................... 08 Aug 17 0-6 ........................................... 08 Aug 16 0-7 ........................................... 08 Aug 16 Chapter 1 1-1 ............................................ 04 Oct 13 1-2/Blank ............................................. NA Chapter 2 2-1 ........................................... 24 Aug 16 2-2 ............................................ 03 Oct 17 2-3 .......................................... 06 April 17 2-4 ........................................... 10 July 14 Chapter 3 3-1 .......................................... 06 April 17 3-2 .......................................... 06 April 17 3-3 .......................................... 06 April 17 3-4 ........................................... 01 Nov 10 3-5 .......................................... 17 May 11 3-6 .......................................... 06 April 17 3-7 ........................................... 24 Aug 17 3-8 .......................................... 24 April 15 3-9 ........................................... 08 Aug 17 3-10 ........................................ 06 April 17 3-11 ......................................... 24 Aug 16 3-12 ........................................ 24 April 15 3-13 ........................................ 04 June 13 3-14 ........................................ 06 April 17

Page No. ..................................... Dated 3-15 ........................................ 24 April 15 3-16 ........................................ 17 May 11 3-17 ........................................ 06 April 17 3-18 ........................................ 04 June 13 3-19 ........................................ 06 April 17 3-20 ........................................ 06 April 17 3-21 ........................................ 06 April 17 3-22 ........................................ 06 April 17 3-23 ........................................ 06 April 17 3-24 ........................................ 06 April 17 3-25 ........................................ 24 April 15 3-26 ......................................... 13 Nov 15 3-27 ......................................... 08 Aug 16 3-28 .......................................... 29 Jan 18 3-29 ........................................ 04 June 13 3-30 ........................................ 04 June 13 3-31 ........................................ 04 June 13 3-32 ......................................... 08 Aug 16 3-33 ........................................ 04 June 13 3-34 ..................................... 23 March 16 3-35 ........................................ 17 May 11 3-36 ........................................ 24 April 15 3-37 ......................................... 08 Aug 16 3-38 ........................................ 06 April 17 3-39 ......................................... 13 Nov 15 3-40 ........................................ 04 June 13 3-41 ........................................ 24 April 15 3-42 .......................................... 29 Jan 18 3-43 ......................................... 24 Aug 16 3-44 ........................................ 17 May 11 3-45 ......................................... 08 Aug 16


List of Effective Pages Page: 0- 2 08 Aug 17

Page No. ..................................... Dated Chapter 4 4-1 ............................................ 04 Oct 13 4-2 ........................................... 19 July 12 4-3 ........................................... 01 Nov 10 4-4 ........................................... 01 Nov 10 4-5 ........................................... 01 Nov 10 4-6 ........................................... 01 Nov 10 4-7 ........................................... 01 Nov 10 4-8 ........................................... 19 July 12 Chapter 5 5-1 ........................................... 10 July 14 5-2 ........................................... 10 July 14 5-3 ........................................... 10 July 14 5-4 ........................................... 10 July 14 5-5 .......................................... 24 April 15 5-6 ........................................... 01 Nov 10 5-7 ........................................... 01 Nov 10 5-8 ........................................... 01 Nov 10 5-9 ........................................... 01 Nov 10 5-10 ......................................... 01 Nov 10 5-11 ......................................... 01 Nov 10 5-12 ......................................... 01 Nov 10 Chapter 6 6-1 ........................................... 23 Mar 16 6-2 ............................................ 26 Feb 10 6-3 ........................................... 23 Mar 16 6-4 ............................................ 26 Feb 10 6-5 ........................................... 10 July 14 6-6 .......................................... 24 April 15 6-7 ............................................ 26 Feb 10

Page No. ..................................... Dated Chapter 7 7-1 .......................................... 06 April 17 7-2 ........................................... 24 Aug 16 7-3 ........................................... 01 Nov 10 7-4 .......................................... 06 April 17 7-5/Blank ............................................. NA Appendix A .............................. 13 Nov 15 Appendix B .............................. 13 Nov 15 Tab 2 T2-1 ......................................... 10 July 14 T2-2 ......................................... 19 July 12 T2-3 ......................................... 19 July 12 T2-4 ......................................... 01 Nov 10 T2-5 ......................................... 01 Nov 10 T2-6 ......................................... 01 Nov 10 T2-7 ......................................... 10 July 14 T2-8 ......................................... 19 July 12 T2-9 ......................................... 10 July 14 T2-10 ....................................... 10 July 14 Tab 3 T3-1 ......................................... 08 Aug 17 Tab 4 T4-1 ......................................... 10 July 14 T4-2 ......................................... 10 July 14 T4-3 ......................................... 10 July 14 T4-4 ......................................... 10 July 14


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Table of Contents

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TABLE OF CONTENTS

CHAPTER 1 - Introduction PAGE

Introduction ..................................................................................................................... 1-1 CHAPTER 2 – Company Emergency Organization Emergency Organization .................................................................................................. 2-1 Emergency Operations Center ......................................................................................... 2-1 Director of Operations Determination ............................................................................ 2-1 Trigger Events .................................................................................................................. 2-2 Tiered Notification and Response ................................................................................... 2-2 Headquarters Emergency Operations Center ................................................................. 2-3 Emergency Operations Center Staff ................................................................................ 2-3 Management Team .......................................................................................................... 2-3 Employee Emergency Preparedness ............................................................................... 2-3 Annual Exercise of Emergency Procedures ..................................................................... 2-4 CHAPTER 3 – Emergency Notification Initial Emergency Notification ......................................................................................... 3-1 Headquarters Emergency Notification Phone Tree ......................................................... 3-1 TSA Admin Office of Intelligence (Immediate Notification) ............................................ 3-4 Emergency Notification – Military ................................................................................... 3-4 Emergency Contact Numbers – Frequently Used Airfields ............................................. 3-6 Albany, NY (ALB) .................................................................................................. 3-6 Atlanta, GA (ATL) .................................................................................................. 3-7 Austin, TX (AUS) ................................................................................................... 3-8 Baltimore, MD (BWI) ............................................................................................ 3-9 Bimini Island, Bahamas (MYBS) ......................................................................... 3-10 Bowling Green, KY (BWG) .................................................................................. 3-11 Branson, MO (BBG) ............................................................................................ 3-12 Chicago, IL (MDW) ............................................................................................. 3-13 Covington, KY (CVG) ........................................................................................... 3-14 Dallas-Fort Worth (DFW) ................................................................................... 3-15 Danbury, CT (DXR) .............................................................................................. 3-16 Del Rio, TX (DRT) ................................................................................................ 3-17 Destin, FL (DTS) .................................................................................................. 3-18 Dulles, VA (IAD) .................................................................................................. 3-19 Elizabeth City, NC (ECG) ..................................................................................... 3-20 Fort Lauderdale, FL (FXE) ................................................................................... 3-21


Table of Contents

Page: 0-5 08 Aug 17

Houston, TX (IAH) ............................................................................................... 3-22 Huntsville, Alabama (HSV) ................................................................................. 3-23 Indianapolis, IN (IND) ......................................................................................... 3-24 Jackson, MS (JAN) .............................................................................................. 3-25 Knoxville, TN (TYS) ............................................................................................. 3-26 Louisville, KY (SDF) ............................................................................................. 3-27 Macon, GA (MCN) .............................................................................................. 3-28 Memphis, TN (MEM) .......................................................................................... 3-29 Manassas, VA (HEF) ........................................................................................... 3-30 Manistee, MI (MBL) ........................................................................................... 3-31 Milwaukee, WI (MKE) ........................................................................................ 3-32 Nantucket, MA (ACK) ......................................................................................... 3-33 Nashville, TN (BNA) ............................................................................................ 3-34 Nashville, TN (JWN) ............................................................................................ 3-35 New Haven, CT (HVN) ........................................................................................ 3-36 Pittsburgh, PA (PIT) ............................................................................................ 3-37 Richmond, VA (RIC) ............................................................................................ 3-38 Smyrna, TN ......................................................................................................... 3-39 Teterboro, NJ (TEB) ............................................................................................ 3-40 Trenton, NJ (TTN) ............................................................................................... 3-41 Tupelo, MS (TUP) ............................................................................................... 3-42 Victoria, TX ......................................................................................................... 3-43 White Plains, NY (HPN) ...................................................................................... 3-44 Windsor Locks, CT (BDL) .................................................................................... 3-45 CHAPTER 4 – Emergency Procedures Emergency Response Partner Notification (Fireside) ...................................................... 4-1 NTSB Emergency Notification .......................................................................................... 4-1 Emergency Operations..................................................................................................... 4-2 Accident, Incident, Emergency Procedures and Responsibilities (NTSB) ........................ 4-2 Definitions (NTSB 830) ..................................................................................................... 4-2 NTSB Immediate Notification (NTSB 830.5) .................................................................... 4-3 Required Information (NTSB 830.6)................................................................................. 4-5 Preservation of Aircraft Wreckage, Mail, Cargo and Records (NTSB 830.10) ................. 4-5 NTSB Offices ..................................................................................................................... 4-6 Records ............................................................................................................................ 4-6 Maintenance Records ...................................................................................................... 4-6 Flight Crew ....................................................................................................................... 4-7


Table of Contents

Page: 0-6 8 Aug 16

Drug and Alcohol Testing ................................................................................................. 4-7 Family Assistance ............................................................................................................. 4-8 CHAPTER 5 – Bomb/Sabotage Threats Bomb Sabotage Threats ................................................................................................... 5-1 CFM Building Bomb Threat Procedures ........................................................................... 5-1 Returning To The Building ................................................................................................ 5-2 Bomb Threat To Airport Facilities .................................................................................... 5-2 Bomb Threat To Aircraft In Flight .................................................................................... 5-2 Evacuation Decision Tool ................................................................................................. 5-3 Bomb Threat Checklist ..................................................................................................... 5-4 Threat Response – Who To Notify ................................................................................... 5-6 Aircraft Inspection Procedures ........................................................................................ 5-7 Aircraft Security Inspection Procedures ........................................................................ 5-10 Aircraft Security Inspection Checklist ............................................................................ 5-11 CHAPTER 6 – Forms Aircraft Accident / Incident Reporting Form ................................................................... 6-2 Emergency Event Log ....................................................................................................... 6-3 Sample Emergency Event Log .......................................................................................... 6-4 Bomb Threat Checklist ..................................................................................................... 6-5 Bomb Information ............................................................................................................ 6-6 Over-Due Aircraft Checklist ............................................................................................. 6-7 CHAPTER 7 – Disasters Tornado ............................................................................................................................ 7-1 Fire ................................................................................................................................... 7-2 Designated Assembly Areas ............................................................................................. 7-4 Appendix A Raddix – Emergencey Response Procedures Guide Appendix B Wheels Up – ERP Interface and Contact Information


Table of Contents

Page: 0-7 8 Aug 16

TAB 2 – 1st First Responder’s Checklists EOC Manager’s Checklist .................................................................................................... 1 Dispatch Checklist ............................................................................................................... 4 Administrative Support Checklist ....................................................................................... 6 Department Management Checklist................................................................................... 7 Maintenance Checklist ........................................................................................................ 8 Corporate Communications Checklist ................................................................................ 9 Emergency Event Log ........................................................................................................ 10 TAB 3 – Partial Service Agreement Fireside Partners-Emergency Response Partner TAB 4 – Media and Public Responses Request of Information about Accident/Incident Media and Public Responses (Various Scenarios) .............................................................. 1 Internal Email Statement .................................................................................................... 4


Table of Contents

Page: 0-8 8 Aug 16

RESERVED


Chapter 1 Page: 1-1 04 Oct 13

CHAPTER 1

INTRODUCTION

Corporate Flight Management has created this Emergency Operations Manual as a tool for immediate action in the unlikely event of an emergency or incident. It contains a Management Phone tree list, informational forms to be completed in the event of an emergency, an Event/Phone log, and procedures for handling calls from families and the media. It is important that you familiarize yourself with its contents, how to use it, and what to do in the event of an emergency. Each revision to the Emergency Operations Manual will be distributed with a new Cover Page, Record of Revisions, and a summary of the major changes in the content of the manual. Upon receipt, the holder of the Emergency Operations Manual should review the changes with all affected personnel. Any questions or suggestions regarding updates of this manual should be directed to the Director of Safety or the Vice President of Flight Administration.



RESERVED


Chapter 2 Page: 2-1 24 Aug 16

CHAPTER 2

COMPANY EMERGENCY ORGANIZATION

EMERGENCY ORGANIZATION During a major emergency impacting company operations, the Emergency Operations Center (EOC) is activated to allow direct headquarters management of the emergency situation without hampering normal operations. The Emergency Operations Center Director is responsible for the overall direction of the emergency effort, including operation of the EOC, Emergency Response Partner notification (Fireside Associates), deployment of a Management Team to the accident site and coordination of on-scene activities through (Fireside Associates), local authorities or the Management Team Leader. EMERGENCY OPERATIONS CENTER The Charter office is the Emergency Operations Center (EOC) for the company. As such they will be immediately notified of all major emergency situations affecting company aircraft, passengers, personnel or facilities. This centralized notification and control permits around the clock response, consistent application of company emergency procedures, and rapid communication with all parties involved. Charter personnel will immediately notify the EOC Director and the Director of Operations when an emergency is declared concerning an aircraft, a situation is such that a major emergency is most likely to occur or Charter is uncertain whether or not a situation requires emergency notification. The EOC Director and/or the Director of Operations will evaluate the nature and scope of the emergency reported, and direct the appropriate action to be taken. EOC DIRECTOR DETERMINATION Upon notification by Charter personnel, the EOC Director will determine which of the following actions, if any, are warranted based on the nature and scope of the emergency situation.

1. Standby alert or immediate recall of the Emergency Operations Center staff. 2. Partial or full-scale activation of the Emergency Operations Center. 3. Partial or full-scale recall of headquarters personnel. 4. Activation/deployment of the designated Management Team.

The following list of trigger events and tiered response flow chart may be useful tools in determining the scope of the situation.



Trigger events: The following Trigger Events box provides examples of events that could initiate activation of the aviation ERP.

Tiered Notification and Response: Emergency Response Management is often a balance between being in a position to take proactive measures, while utilizing all available resources efficiently – and not using resources when they are not necessary. The Tiered Notification and Response methodology takes these considerations into account.

POSSIBLE TRIGGER EVENTS: Minor or major aircraft incident or accident Occupants who may be: uninjured, injured, or there may be fatalities Health Related Events/Environmental Events Bomb Sabotage Threats Aircraft significantly damaged or disabled Emergency evacuation of the aircraft Emergency landing In-flight emergencies Unusual aircraft attitude Customers traumatized by events Significant media attention such as Breaking News and/or continuous coverage


Chapter 2 Page: 2-3 6 April 17

HEADQUARTERS EMERGENCY OPERATIONS CENTER This center may be activated on a partial or full-scale basis depending on the nature and extent of an emergency impacting company operations. The EOC Director will direct the Centers activation. Emergency Operations Center is located at:

Corporate Flight Management, Inc. 808 Blue Angel Way Smyrna, TN 37167

EMERGENCY OPERATIONS CENTER STAFF DUTY POSITION PRIMARY ALTERNATE EOC Director Allen Howell Lee Harris/Scot McBride Maintenance Key Responder Jay McKinley Ryan Donahue/Bill Baker Charter Office Key Responder Pam Pajor Katie Slosky Safety Office Key Responder Ron Barnum Allen Howell Flight Ops Office Key Responder Scott McBride Greg Engel Management Team Leader Lee Harris Scot McBride Administrative Support Jualanna Mitchell Ed Galloway Corporate Communications Kelly Ginn Allen Howell Human Resources Support Elise Streeter Rick Berry Humanitarian/NTSB Lee Harris MANAGEMENT TEAM The Management Team, if deployed, is made up of various area specialist determined by the EOC Director that may be deployed to the actual site of the emergency to direct on-scene activities. The Management Team leader directs all company related activities at the emergency location in coordination with Fireside Associates. Individuals will be assigned to the Management Team as required by the nature and scope of the emergency.


Chapter 2 Page: 2-4 10 July 14

EMPLOYEE EMERGENCY PREPAREDNESS All company personnel should be briefed periodically by their managers on the company’s overall emergency plan and the general contents of this Manual. Personnel who are specifically assigned emergency duties are responsible for assuring they fully understand such duties and are properly prepared to respond in a given emergency situation. Such personnel must be thoroughly familiar with their emergency duties as detailed in this and other CFM publications. ANNUAL EXERCISE OF EMERGENCY PROCEDURES Corporate Flight Management’s Emergency Operations Center staff will conduct a “table top” exercise of the emergency procedures contained in this manual on an annual basis.



CHAPTER 3

EMERGENCY NOTIFICATION

INITIAL EMERGENCY NOTIFICATIONS Charter office personnel, FBO personnel, Maintenance Manager or any other individual that becomes aware of an unusual or possible emergency situation will notify the Director of Safety (EOC Director). Start Emergency Event Log found in Quick Tab Section at back of Manual Labeled Accident/Phone Tree. If directed to do so by the EOC Director, Charter office personnel will notify the following personnel that an emergency situation exists and that they are to report to the EOC immediately.

HEADQUARTERS EMERGENCY NOTIFICATION PHONE TREE (phone numbers are for official use only and will not be released)

In the event of an aircraft accident/incident or any other emergency situation, activate the Management Notification Phone Tree in the following order (Regardless of time, day/night) and start the Emergency Event Log. * Denotes On-Site Personnel As Necessary Fireside Senior Management Only 24 Hour .... 302-295-3082 Allen Howell EOC Director Office ...... 615-220-1761 Corp Comm & Safety (ALT) Cell ...... 615-804-6740 * Lee Harris Mgmt. Team Leader Office ...... 615-534-8640 EOC (ALT)/NTSB Cell ...... 281-630-7977 * Ron Barnum Safety Lead Office ...... 615-534-4573 Cell ...... 615-692-2573 * Scott McBride Flight Ops Key Responder Cell ...... 832-506-6535 EOC (ALT)/Mgt. Team Leader (ALT) * Greg Engel Flight Ops (ALT) Office ...... 615-768-4046 Cell ...... 615-812-8061 * Jay McKinley Maintenance Key Responder Cell ...... 865-202-7042



HEADQUARTERS EMERGENCY NOTIFICATION PHONE TREE (Continued) Ryan Donahue Maintenance (ALT) Office ...... 615-534-4557 Cell ...... 615-306-5865 Bill Baker Maintenance (ALT) Office ...... 615-534-4600 Home ...... 615-867-1438 Cell ...... 615-542-4983 After Hours MX Maintenance On Call Cell ...... 615-585-8138 Pam Pajor Charter Office Key Resp. Office ...... 615-220-1765 Cell ...... 334-797-2668 Katie Slosky Charter Office (ALT) Office ...... 615-220-1761 Cell ...... 615-330-9482 Kelly Ginn Corp Comm/Finance Office ...... 615-534-4541 Cell ...... 615-295-9944 Elise Streeter HR Support Office ...... 615-534-4539 Cell ...... 757-589-3417 Rick Berry HR Support (ALT) Office ...... 615-534-4547 Cell ...... 404-904-8050 Jualanna Mitchell Admin Support Office …….615-768-4047 Cell …….615-439-0186



Additional Support Numbers

Shane Feck Maintenance (ALT) Office ...... 615-534-4551 Home ...... 931-294-3326 Cell ...... 615-504-8901 Ed Galloway Charter Office (Alt) Office ...... 615-220-1761 Cell ...... 615-495-1051 Home ...... 615-292-2081 Randy Ferguson IT Support Office ...... 615-534-4535 Cell ……615-202-9904 Smyrna Airport Public Safety Office ...... 615-943-8398


Chapter 3 Page: 3-4 01 Nov 10

TRANSPORTATION SECURITY ADMINISTRATION OFFICE OF INTELLIGENCE The Transportation Security Administration (TSA) Office of Intelligence will be immediately notified via telephone (703-601-5300) if any of the following situations/incidents occur: • If a prospective passenger’s name appears on the most recent TSA issued “No-Fly”

list. The individual will be denied boarding pending clearance from the TSA. • Whenever an individual is denied boarding because he or she has made a threat, or

is determined to be a threat to the aircraft. • When a suspect item is found aboard an aircraft. • When any indication of tampering with or unauthorized access to an aircraft is

discovered and the situation is determined to be a grave and imminent threat. • All bomb threats not directed at a specific aircraft or a specific ground facility must

be reported within 72 hours. • Bomb threat against a specific aircraft – inform the TSA Office of Intelligence upon

receipt of a specific threat. After completion of a security inspection of the aircraft, inform the TSA Office of Intelligence of the inspection results.

• Bomb threat against a specific ground facility – inform the TSA Office of Intelligence

upon receipt of a specific threat. After completion of a security inspection of the ground facility, inform the TSA Office of Intelligence of the inspection results.

• Any actual or suspected act of air piracy against an aircraft. • Any other situation that could affect United States civil aviation. EMERGENCY NOTIFICATION – MILITARY All Certificate Operations When a DOD approved air carrier is involved in an accident or incident (see below note) whether on a DOD mission or not, the carrier will notify HQ AMC/A3B, Scott AFB IL at (618) 229-4801 or 4343. Accident information should be provided within the next business day by the most expeditious mans available. Fatal or otherwise serious accident information is forwarded to the Commercial Airlift Review Board (CARB) for review IAW public law. The following information is required for all accident reports:


Chapter 3 Page: 3-5

17 May 11 1) Carrier and mission number. 2) Aircraft type and number. 3) Date and time of the accident. 4) Last point of departure and point of intended landing of the aircraft.

5) Nature of the accident and the extent of damage to the aircraft so far as is known. 6) Total number of souls (crewmembers & passengers) on board. 7) Number of injured and fatalities aboard the aircraft. 8) Condition of baggage or government-owned material, if any, on board.

NOTE

Accidents and incidents are defined in 49 CFR, Part 830. Incidents that occur on military charters must be reported in accordance with the following instructions. Since the classification of events can change between the accident and incident definition as additional facts are learned, carriers are asked to keep HQ AMC/A3B informed of all mishaps that occur on certificate operations, which have the potential to fall into the accident realm.

Military Charter Missions When an air carrier is involved in an accident or incident (see above note) in conduct of a military charter mission, the air carrier will transmit the above report information, by the most expeditious means available, to the 618th Tanker airlift Control Center (618 TACC) Emergency Action Cell at Scott AFB IL, (618) 229-0360. Within the next business day, notification must also be made to both, the Administrative Contracting Officer, USTRANSCOM, Scott AFB IL, (618) 220-6413, and to HQ AMC/A3B at (618) 229-4801 or 4343. EMERGENCY CONTACT NUMBERS – FREQUENTLY USED AIRFIELDS The TSA Twelve-Five Security Program requires Corporate Flight Management to maintain liaison with frequently used airfields. The following pages contain useful information on the most frequently used airfields and also lists contact numbers should an accident/incident occur at or near these locations



ALBANY, NEW YORK (ALB) Albany International Airport

Albany Shaker Rd Colonie, NY 12110

Airport Operations (24 Hrs) ................................................................... 518-242-2300 ARTCC .................................................................................................... Boston Center Albany Approach Control .............................................................................................. Burlington Flight Service Station ................................................................................... Control Tower Continuous ............................................................................................ ARFF Index C ................................................................................................................. Million Air (FBO) ..................................................................................... 518-242-2444 North American Flight Service (FBO) ..................................................... 518-885-5470 Albany County Airport Authority ........................................................... 518-242-2200



ATLANTA, GA (ATL) Hartsfield-Jackson Atlanta International Airport

6000 N Terminal Pkwy Atlanta, GA 30320

24 Hour Airport Communications/Emergency/Fire ............................ (404) 530-6666 * Dispatch number that is answered 24 Hours a day and can put us in direct contact with any operations on the field – Fire – Police – Tower etc. General Manager Office .................................................................................................... (404) 530-6600 General Airport Security Information Office .................................................................................................... (404) 530-6667 Emergency............................................................................................ (404) 530-2150 FAA Control Tower Continuous Operation .......................................... (404) 669-1233 ARTCC .................................................................................................... Atlanta Center FSS .................................................................................. Macon Flight Service Station ARFF Index E .................................................................................................................. KATL Ramp Handler – PrimeFlight Manager Cell: 662-871-8638 Fueler – ASIG General Manager – Christopher Nix Office: 404-362-2904 Cell: 678-878-1238 Email: [email protected]


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24 April 15

AUSTIN, TX (AUS) Austin-Bergstrom International Airport

City Of Austin PO Box 1088

Austin, TX 78767 Phone 512-974-2000

STATION MGMT Handler – Cleared Direct O: 361-485-0444 [email protected] Virginia Naranjo C: 361-648-9577 [email protected] GSCs Amy Zweschper (sup.): C: 979-574-8379 [email protected] Sharla Stewart: C: 409-782-2426 [email protected] Oluwatoyin (Toyin) Ige: C: 954-319-3143 [email protected] Mariana Lira: C: 325-374-4072 [email protected] Marvelyn Iweh: C: 281-736-8307 [email protected] FUEL Fuel Supplier: Epic ASIG: Chris Richards O: 512-530-6424 [email protected] MISC TSA O: 512-530-2022 Arpt Police/Security: O: 512-530-2242 Arpt Authority: O: 512-530-2242 FAA Tracon: O: 512-530-7550 Hazmat: O: 512-530-2242 FAA O: 512-369-7800 FBO – Atlantic ................................................................................................ C: 512-530-7000 ............................................................................................. [email protected] Shuttle (Jerry Dinse) ...................................................................................... C: 512-961-2412 ........................................................................................................... [email protected]

mailto:[email protected]














BALTIMORE/WASHINGTON, MD (BWI) Baltimore/Washington International Thurgood Marshall Airport

7035 Elm Road Baltimore, MD 21240

Emergency, EMS, Fire & Rescue ............................................................ 410-859-7222 24 Hour Airport Police ........................................................................... 410-859-7040 Airport Operations ................................................................................. 410-859-7018 General Manager Office .................................................................................................... (410) 859-7018 General Airport Information ................................................................ (410) 859-7111 FAA Control Tower Continuous Operation ................................................................... ARTCC ............................................................................................ Washington Center FSS ............................................................................... Leesburg Flight Service Station ARFF Index D ................................................................................................................. Signature Flight Support (FBO) .............................................................. 410-859-8393 Link to useful phone numbers on their web page https://www.bwiairport.com/contact

https://www.bwiairport.com/contact


Chapter 3

Page: 3-10 6 April 17

BIMINI ISLAND, BAHAMAS (MYBS) South Bimini Airport

South Bimini Bahamas

Attendance: MON-FRI 1400-2200Z++ UTC-5(-4DT) ARTCC ..................................................................................................... Miami Center FSS: MIAMI FLIGHT SERVICE STATION

NASSAU FLT SVC FOR LCL INF0 1-242-377-7116/2006; EMERG 1-242-377-2040


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BOWLING GREEN, KY (BWG) Bowling Green-Warren County Regional Airport

1000 Woodhurst St. Bowling Green, KY 42103

Airport Manager – Rob Barnett ............................................................. 270-842-1101 ARTCC ................................................................................................ Memphis Center Control Tower ...................................................................................................... None CO-MAR Aviation (FBO) 24 Hours .......................................................... 270-781-9797 ARFF Index A, Index B Available upon request ............................................................. Warren County Sheriff’s Office .............................................................. 270-842-1633 Bowling Green Fire Department ............................................................ 270-393-4831 Control Tower ...................................................................................................... None KBWG Ramp Handler – Airport Manager – Rob Barnett Office: 270-842-1101 Cell: 270-842-7245 Emergency 24 Hour Work Cell: 270-392-1950 Director of Airport Operations – Susan Harmon Office: 270-842-1101 Cell: 270-202-6356


Chapter 3


BRANSON, MO (BBG) Branson Airport

4000 Branson Airport Blvd. Hollister, MO 65672

Airport Operations Fire And Rescue (24 Hrs) ........................................ 417-334-8002 ARTCC ............................................................................................. Kansas City Center Springfield Approach Control ....................................................................................... Columbia Flight Service Station .................................................................................... Control Tower Hours of Operation 0700-2100 Local Time ................... 417-339-7361 ARFF Index B ................................................................................................................. Branson Jet Center (FBO) ....................................................................... 417-334-8234


Chapter 3

Page: 3-13 04 June 13

CHICAGO, IL (MDW) Chicago Midway International Airport

5700 S. Cicero Chicago, IL 60638

Airport Operations Fire And Rescue (24 Hrs) ........................................ 773-838-0677 ARTCC ............................................................................................................... Chicago Control Tower Continuous Operation ................................................... 773-884-3680 Atlantic (FBO) ......................................................................................... 773-582-5720 Signature (FBO) ...................................................................................... 773-767-4400


Chapter 3


COVINGTON, KY (CVG) Cincinnati/Northern Kentucky International Airport

3807 Terminal Drive Hebron, KY 41048

Emergencies Airport Police (24 Hrs) ...................................................... 859-767-3123 ARTCC ............................................................................................ Indianapolis Center Cincinnati Approach Control ......................................................................................... Louisville Flight Service Station ..................................................................................... Control Tower Continuous ............................................................................................ ARFF Index C ................................................................................................................. Delta Jet Center (FBO)............................................................................ 859-534-4301


Chapter 3


DALLAS-FORT WORTH, TX (DFW) Dallas-Fort Worth International Airport

PO BOX 619428 DALLAS-FT WORTH, TX 75261

STATION MGMT Handler – Swissport O: 972-973-4584 [email protected] David Beavers (Stat. Mgr) O: 972-973-4586 [email protected] C: 817-874-1891 Don Tobin (Ramp Mgr) O: 972-973-4589 [email protected] C: 713-585-5016 Carlos Becerra (Pax Svcs.) O: 972-973-4586 [email protected] C: 940-300-7311 Ann Kidd (Station Admin) O: 972-973-4586 [email protected] Teresa Labree (Trainer) O: 972-973-4584 [email protected] FUEL Into Plane: Allied Aviation Joe Correa (Gen. Mgr.) O: 972-574-2610 ext 228 [email protected] Doug Miller (Ops Mgr.) O: 972-574-2610 [email protected] C: 214-876-1644 GSCs Hector Gomez O: 972-973-4584 Carlos Becerra C: 940-300-7311 [email protected] Paloma Espinoza Paula Silva Kiran Oomen Aiman Salman Daniel Perlal MISC TSA (DFW) O: 469-948-1810 Fire Dept (ARFF) O: 972-973-3210 Arpt Police/Security O: 972-973-3210 Arpt Authority (Jim Smith) O: 512-530-2242 FAA Tower O: 972-453-4200 FBI O: 972-973-3471











Chapter 3

Page: 3-16 17 May 11

DANBURY, CT (DXR) Danville Municipal Airport

1 Wibling Road Danbury, Connecticut 06810

Airport Administrator (Paul Estetan) ..................................................... 203-797-4624 Tower (Operational 0700-2200 Local Time) .......................................... 203-748-6375 Police Department ................................................................................. 203-797-4614 Fire Department ..................................................................................... 203-796-1550


Chapter 3


DEL RIO, TX (DRT) Del Rio International Airport

1104 W 10th St. Del Rio, TX 78840

Airport Operations (24 Hrs) ................................................................... 830-734-4857 Attendance: 0700-1900 FBO -- AFT HRS CALL 830-768-0898 ARTCC .................................................................................................. Houston Center Del Rio Approach Control ............................................................................................. San Angelo Flight Service Station.................................................................................. Control Tower ......................................................................................................... NO ARFF Index A ................................................................................................................. Pico Aviation (FBO) ................................................................................ 830-768-0898


Chapter 3

Page: 3-18 04 June 13

DESTIN, FL (DTS) Destin Fort Walton Beach Airport

Airport Road Destin, FL 32541

Airport Fire Rescue .............................................................................................. None Eglin AFB Tower ..................................................................................... 850-882-9152 (Eglin Tower Closes RWY and Dispatches Emergency Personnel To The Airport) Frank Hunter (Okaloosa County Contact) .............................................. 850-978-0043 FAA Local Contact (Jack Clark) ........................................................ Cell 265-404-4479 Airport Manager (Greg Donovan) ........................................... 850-651-7160 Ext 1004 Tower .................................................................................................................. None ARTCC ........................................................................................................ Jacksonville Destin Jet (FBO) ...................................................................................... 850-424-6890 Miracle Strip Aviation (FBO) .................................................................. 850-837-6135


Chapter 3 Page: 3-19

6 April 17

DULLES, VA (IAD) Washington Dulles International Airport

1 Saarinen Circle Dulles, VA 20166

Airport Operations (24 Hrs) ................................................................... 703-572-2730 ARTCC ............................................................................................ Washington Center Potomac Approach Control .......................................................................................... Leesburg Flight Service Station ..................................................................................... Control Tower Continuous ............................................................................................ ARFF Index E .................................................................................................................. Signature (FBO) ...................................................................................... 703-572-0001 Jet Aviation (FBO) ................................................................................... 703-661-0150



6 April 17

ELIZABETH CITY, NC (ECG) Elizabeth City Coast Guard Air Station/Regional Airport

1028 Consolidated Rd. Elizabeth City, NC 27909

ARTCC ............................................................................................ Washington Center Norfolk Approach Control ............................................................................................. Raleigh Flight Service Station ........................................................................................ Control Tower Hours -- M-Thursday 0700-2300 Local Friday-Sunday 0700-2200 Local Elizabeth City Regional Airport (FBO) .................................................... 252-335-5634

Airport Manager -- After Hours: (252) 562-2472 Coast Guard Operations (24 Hrs) – 252-335-6333 Elizabeth City Firehouse 252-335-6257



6 April 17

FORT LAUDERDALE, FL (FXE) Fort Lauderdale Executive Airport

6000 NW 21st Ave. Fort Lauderdale, FL 33309

Airport Security (24 Hrs) ........................................................................ 954-778-7582 ARTCC ..................................................................................................... Miami Center Miami Approach Control............................................................................................... Miami Flight Service Station ......................................................................................... Control Tower .................................................................................................... 24 Hrs Fire Rescue Station 53........................................................................................ 24 Hrs Sano Jet Center (FBO) ............................................................................ 954-351-2003 Banyon (FBO) ......................................................................................... 954-491-3170



6 April 17

HOUSTON, TX (IAH) George Bush Intercontinental/Houston Airport

2800 N Terminal Rd. Houston, TX 77032

Airport Operations (24 Hrs) ................................................................... 713-376-0254 ARTCC .................................................................................................. Houston Center Houston Approach Control ........................................................................................... Montgomery County Flight Service Station .................................................................. Control Tower ......................................................................................Yes Continuous ARFF Index E .................................................................................................................. Signature (FBO) ...................................................................................... 281-209-2673 Atlantic (FBO) ......................................................................................... 281-443-3434



6 April 17

HUNTSVILLE, AL (HSV) Huntsville International Airport-Carl T Jones Field

1000 Glenn Hearn Blvd SW. Huntsville, AL 35824

Airport Communications (24 Hrs) .......................................................... 256-258-1246 ARTCC ................................................................................................ Memphis Center Huntsville Approach Control ......................................................................................... Anniston Flight Service Station ..................................................................................... Control Tower ............................................................................................ Continuous ARFF Index C ................................................................................................................. Signature (FBO) ...................................................................................... 256-772-9341



6 April 17

INDIANAPOLIS, IN (IND) Indianapolis International Airport

7800 Col. H. Weir Cook Memorial Dr, Indianapolis, IN 46241

Airport Operations Dispatch (24 Hrs) .................................................... 317-487-5089 ARTCC ............................................................................................ Indianapolis Center Indianapolis Approach Control ..................................................................................... Terra Haute Flight Service Station ................................................................................ Control Tower ............................................................................................ Continuous ARFF Index D ................................................................................................................. Signature (FBO) ...................................................................................... 317-248-4900 Million Air (FBO) ..................................................................................... 317-554-8400



JACKSON, MS (JAN) Jackson-Medgar Wiley Evers International Airport

100 International Drive Jackson, MS 39208

Airport Operations/Fire Police (24 Hour) .............................................. 601-939-5631 Tower ...................................................... Hours(local) of operation: 0700 – Midnight ARFF Index C ................................................................................................................. ARTCC ................................................................................................ Memphis Center FSS ....................................................................................... Greenwood Flight Service Jackson Approach ......................................................................................................... . Airport Manager (Dirk Vanderleest) ...................................................... 601-939-5631 Atlantic Aviation (FBO) ........................................................................... 601-939-9366


Chapter 3

Page: 3-26 13 Nov 15

KNOXVILLE, TN (TYS) McGee Tyson Airport 2055 Alcoa Highway

Alcoa, Tennessee 37701

Tower ..................................................................................................... 865-910-3025 24 Hour Emergency Number ................................................................. 865-342-3088 Office ...................................................................................................... 865-342-3000 Fax .......................................................................................................... 865-342-3050 Airport Director of Operations............................................................... 865-342-3040 Department of Safety General Number .................................................................................... 865-342-3088 Fax Number ............................................................................................ 865-977-9320

FBI Field Office ....................................................................................... 865-544-0751 Public/Media Relations .......................................................................... 865-342-3014 TSA Federal Security Director (FSD) ....................................................... 865-342-3361


Chapter 3

Page: 3-27 8 August 16

LOUISVILLE, KY (SDF) Louisville International Airport – Standiford Field

600 Terminal Drive Louisville, Kentucky 40209

Tower Continuous .................................................................................. 502-375-7450 Airport Operations 24 Hours ................................................................. 502-380-8257 Airport Fire/Police 24 Hours .................................................................. 502-380-8250 FSS ............................................................................... Louisville Flight Service Station ARTCC Indianapolis Center .................................................................. 502-375-7450

ARFF Index C Manager Kimberly Pelletier………………………………………………………………..207-831-1071


Chapter 3

Page: 3-28 29 Jan 18

MACON, GA (MCN) Middle Georgia Regional Airport

1000 Terminal Dr. Macon, GA 31297

Macon County Fire & Rescue ................................................................. 478-751-9180 ARTCC .................................................................................................... Atlanta Center Atlanta Approach Control ............................................................................................. Macon Flight Service Station ........................................................................................ Control Tower ........................................................................................ 478-788-3771 ARFF Index A ................................................................................................................. Lowe Aviation (FBO) ............................................................................... 478-788-3491

MCN Contacts Kris Dixon (478-484-3845) Station Manager Station number: 478-200-4607


Chapter 3

Page: 3-29 04 June 13

MEMPHIS, TN (MEM) Memphis International Airport,

2491 Winchester Rd Memphis, Tennessee 38116

Tower Continuous ........Note Dispatch Number Below Will Contact Tower If Needed 24 Hour Emergency Number Dispatch .................................................. 901-922-8298 Airport Director of Operations............................................................... 901-922-8121 FSS ................................................................................. Jackson Flight Service Station ARTCC ................................................................................................ Memphis Center

ARFF Index C Airline operations: INDEX D ARFF EQUIPMENT AVAILABLE 24 HOURS PER DAY, 7 DAYS

PER WEEK


Chapter 3

Page: 3-30 04 June 13

MANASSAS, VA (HEF) Manassas Regional/Harry P. Davis Airport

10600 Harry J. Parrish Blvd. Manassas, VA 20110

Airport Operations ................................................................................. 703-257-8279 Tower ..................................................................................................... 703-361-1601 Hours(local) of operation: 0630-2230 ARTCC ........................................................................................................ Washington Airport Manager (Juan Rivera) ............................................................... 703-361-1882 Dulles Aviation (FBO) ............................................................................. 888-835-9324 APP Jet Center (FBO) .............................................................................. 866-459-5387


Chapter 3

Page: 3-31 04 June 13

MANISTEE, MI (MBL) Manistee Co.-Blacker

2323 Airport Road Manistee, MI 49660

Airport Manager .................................................................................... 231-723-4351 FBO Orchard Beach Aviation .................................................................. 231-723-6073 Control Tower ...................................................................................................... None ARTCC ....................................................................................................... Minneapolis Airport Fire and Rescue ......................................................................... 231-723-4351 NOTE: Airport Fire and Rescue is always on location during our (CFM) flight operations. In the event there is an emergency, they may not answer the above listed number due to staff availability. If they do not answer call the Airport Manager listed below: Barry Lind .......................................................................................... Airport Manager Cell Phone .............................................................................................. 231-233-4143 Home Phone .......................................................................................... 231-398-0307


Chapter 3


MILWAUKEE, WI (MKE) General Mitchell International Airport

5300 S Howell Ave Milwaukee, WI 53207

Tower Continuous .................................................................................. 414-489-2150 Airport Operations 24 Hours ................................................................. 414-747-5325 Airport Fire/Police 24 Hours .................................................................. 414-747-5329 FSS ............................................................................. Green Bay Flight Service Station ARTCC Chicago Center ......................................................................... 414-489-2150

ARFF Index C Manager Noel Ruiz……………………………………………………………………………..414-651-6635


Chapter 3

Page: 3-33 04 June 13

NANTUCKET, MA (ACK) Nantucket Memorial Airport

30 Airport Road Nantucket, MA 02554

Airport Operations Fire And Rescue (24 Hours) .................................... 508-325-5307 Tower .................................................................................................... 508-228-0464 Hours(local) of operation: 0600-2200 MAY 15-SEP 30; 0600-2100 OCT 1-MAY 14 ARTCC ................................................................................................................ Boston Nantucket Memorial Airport (FBO & Operations) ................................. 508-325-5307


Chapter 3

Page: 3-34 23 March 16

NASHVILLE, TN (BNA) Nashville International Airport

1 Terminal Drive, Suite 501 Nashville, TN 37214

Airport Authority Admin Office .......................................................................................... 615-275-1600 Fax .......................................................................................................... 615-275-1575 Tower (Continuous) ............................................................................... 615-275-1797 Airport Police ............................................................................... 615-275-1703/1704 Security Office ........................................................................................ 615-275-1703 TSA Federal Security Director (FSD) Office: ................................................................................. 615-354-6700/6740/6741

Station Supervisor Contacts –KBNA Station Supervisor: Scott Blaisure Phone: 336-912-0112 Email: [email protected] Phone: 662-871-8638



Chapter 3

Page: 3-35 17 May 11

NASHVILLE, TN (JWN) John Tune Airport

110 Tune Airport Drive Nashville, TN 37209

Front Counter ......................................................................................... 615-350-5000 Nashville Airport Police (BNA Ops Will Dispatch) .................................. 615-275-1704


Chapter 3


NEW HAVEN, CT (HVN) Tweed-New Haven Airport

155 Burr Street New Haven, CT 06512

Airport Operations/Fire Police (24 Hour) .............................................. 203-469-5768 Tower ............................................................... Hours(local) of operation: 0600-2200 ARTCC ................................................................................................ New York Center FSS ......................................................................................... Bridgeport Flight Service Airport Manager (Diane Jackson) .......................................................... 203-466-8833 Robinson Aviation (FBO)……………………………………………………………………. 203-467-9555


Chapter 3


PITTSBURGH, PA (PIT) Pittsburgh International Airport

1000 Airport Blvd. Pittsburgh, PA 15231

Tower Continuous .......................................................... 412-269-9237 Extension 234 Airport Operations 24 Hours ................................................................. 412-472-5630 Airport Fire/Police 24 Hours .........................Fire 412-472-5700 Police 412-472-5500 FSS ................................................................................. Altoona Flight Service Station ARTCC Cleveland Center ............................................. 412-269-9237 Extension 234

ARFF Index D Manager Tina Wells…………………………………………………………………………...724-302-7434


Chapter 3


RICHMOND, VA (RIC) Richmond International Airport

1 Richard E Byrd Terminal Dr. Richmond, VA 23250

Airport Dispatch (24 Hrs) ....................................................................... 804-226-0001 ARTCC ............................................................................................ Washington Center Potomac Approach Control .......................................................................................... Leesburg Flight Service Station ..................................................................................... Control Tower ............................................................................................ Continuous ARFF Index C ................................................................................................................. Million Air (FBO) ..................................................................................... 804-222-3700 Richmond Jet Center (FBO) .................................................................... 804-226-7200


Chapter 3

Page: 3-39 13 Nov 15

SMYRNA, TN (MQY) Smyrna/Rutherford County Airport

278 Doug Warpoole Road Smyrna, Tennessee 37167

Smyrna Airport Manager Office .................................................................................................... (615) 459-2651 Fax ........................................................................................................ (615) 459-1030 Airport Security ............................................................................................ 943-8398 Air Traffic Control Tower .............................................................................. 355-9610 LaVergne Police Department ............................................................... 911 / 793-6644 LaVergne Fire Department................................................................... 911 / 793-6222 LaVergne Rescue Squad ....................................................................... 911 / 793-6022 Rutherford County Civil Defense Unit (Radiological Monitoring) ................ 741-5181 Rutherford County Sheriff’s Department ............................................ 911 / 898-7770 Rutherford County Rescue Squad ................................................................. 355-3221 Smyrna Police Department .................................................................. 911 / 459-6644 Smyrna Fire Department ..................................................................... 911 / 459-6644 Smyrna Rescue Squad .......................................................................... 911 / 459-4436 Smyrna Emergency Medical Center .............................................................. 459-8771 Vanderbuilt Lifeflight Helicopter .................................................................. 322-3211


Chapter 3

Page: 3-40 04 June 13

TETERBORO, NJ (TEB) Teterboro Airport

90 Moonachie Ave. Teterboro, NJ 07608

Airport Operations Fire And Rescue (24 Hours) .................................... 201-288-1775 Note: This # takes you to a voice activated menu. Immediately Push the #7 when the recording starts and it will transfer you directly to the Operations Team where a human being will answer the phone. There is no other direct number. Tower (Continuous) ............................................................................... 201-288-1889 ARTCC ............................................................................................................ New York Meridian (FBO) ....................................................................................... 201-288-5040 Jet Aviation (FBO) ................................................................................... 800-538-0832 Atlantic (FBO) ......................................................................................... 201-288-1740 Landmark (FBO) ..................................................................................... 201-288-3555 Signature (FBO) ...................................................................................... 201-288-1880


Chapter 3


TRENTON, NJ (TTN) Trenton Mercer Airport

1100 Terminal Circle Drive West Trenton, NJ 08628

Airport Operations/Fire Police (24 Hour) .............................................. 609-883-0994 Tower ............................................................... Hours(local) of operation: 0600-2200 ARTCC ................................................................................................ New York Center FSS ............................................................................................. Millville Flight Service Recorded Info Number .......................................................................... 609-882-1600 Airport Manager (Melinda Montgomery) ............................................. 609-882-1601 Landmark Aviation (FBO)…………………………………………………………………….609-362-0100


Chapter 3

Page: 3-42 29 Jan 18

TUPELO, MS Tupelo Regional Airport

2704 West Jackson St Tupelo, MS 38801

Airport Operations/Fire Police (0500-2200) .......................................... 662-841-6574 Tower-Hours(local) of operation (0600-2200) ...................................... 662-791-0480 ARTCC ................................................................................................ Memphis Center FSS .......................................................................... Greenwood Flight Service Station Airport Manager (Cliff Nash) ...................................... 662-841-6570 or 662-871-3283 ARFF Index B …………………………………………………………………………………………………………..

TUP CONTACT INFORMATION Ticket Counter TUP 662-620-9777 Ticket Counter BNA 615-504-0062/615-504-0948 Gate TUP 662-620-9777 Operations TUP 662-620-9777 Supervisor JENNIFER DAWE 662-419-7384 MX TUP BAYNE 662-397-4701 BOB 386-965-9422 DUSTIN 662-255-4589 Customer Experience Reservations 888-332-6686 System Operations Center SOC 615-220-1765 Fuel TAU 662-823-4359 TAU AFTER HOURS 662-841-6570 Lav Service TAU 662-823-4359 TSA/BOS VONIA STASKO MGR 662-372-8933 LARRY ALBEE SUP 662-231-0549 MARIO ONEAL SUP 662-491-0771 SECURE FLIGHT 866-584-4501 or 719-381-5900 TSOC (703)563-3240 LEO 662-321-4774/662-841-6574 ARF 662-321-4774/662-841-6574 FBI 662-842-9411 Airport Maintenance 662-841-6570 Airport Operations 662-841-6570 Director of Airport Services Tammy Kroyer 502-269-9139 Manager of Contour Airlines Customer Experience 888-332-6686 Station Supervisor Jennifer Dawe 662-419-7384 Airline Choice Help Desk 224-265-8020 Infant Seating Rows (ERJ 135) Row 1 BC, Row 4 BC, Row 5 BC, Row 8 BC, Row 10 ABC


Chapter 3

Page: 3-43 24 Aug 16

VICTORIA, TX (VCT) Victoria Regional Airport

609 Foster Field Drive Victoria, TX 77904

Tower ........................ Hours(local) of operation: 0600-2000 and Sundays 0600-1800 ARTCC .................................................................................................. Houston Center FSS ........................................................................ Montgomery County Flight Service ARFF Index A ............................................................................................................. Airport Manager (Jason Milewski) ......................................................... 361-578-2704 Victoria Jet Center (FBO)……………………………………………………………………..361-578-1221 STATION MGMT Handler – Cleared Direct O: 361-485-0444 [email protected] Jason Milewski (owner) O: 361-655-0958 [email protected] Virginia Naranjo (dir of ops) O: 361-485-0444 [email protected] C: 361-648-9577 Jeremy Moeller (cust rel) C: 832-724-8580 [email protected] GSCs Virginia Naranjo C: 361-648-9577 [email protected] Jessica Van Buskirk C: 361-237-7954 Rocio Balboa C: 361-827-3819 MISC: TSA ARFF: Ronald Pray O: 361–582–5889 [email protected]; Arpt Mgr O: 361-578-2704 FBO-Victoria Jet Center O: 361-578-1221 437 Hangar Drive South, VCT 77904








Chapter 3

Page: 3-44 17 May 11

WHITE PLAINS, NY (HPN) Westchester County Airport

240 Airport Road White Plains, New York 10604

Airport Ops Emergency Number Fire Police .......................................... 914-995-4850 (Monitored 24 hours 365 days) Tower (Operations 0600-2300 Local Time) ..................................................................


Chapter 3

Page: 3-45 8 Aug 16

WINDSOR LOCKS, CT (BDL) Bradley International Airport

11 Schoephoester Rd. Windsor Locks, CT 06096

Tower Continuous ...................................................... 860-386-3581 or 860-386-3515 Airport Operations 24 Hours ................................................................. 860-627-3001 Airport Fire/Police 24 Hours .................................................................. 860-292-7400 FSS ............................................................................ Bridgeport Flight Service Station ARTCC ........................................ Boston 603-879-6633 or New York 631-468-1001

ARFF Index D Station Contact - Christopher Saccoccio 860-578-7334 or Erin Karpenko 860-818-1305



CHAPTER 4

EMERGENCY PROCEDURES Aircraft Accident / Incident

EMERGENCY RESPONSE PARTNER NOTIFICATION

Upon activation of the Emergency Response Plan related to an aircraft incident or accident, contact CFM’s emergency

response partner:

Fireside Partners 302-295-3082

24/7 Emergency Operations Center

Fireside Partners is contracted by CFM and specifically trained to provide the following emergency response services, as requested:

• Advance Team • On-site Investigative Consultation • Media Monitoring • Inbound Call Volume Support • Coordination Services

o Federal response agencies o Industry contacts

• Emergency Contact Notification • Family Assistance Services • Post Event Emotional Response and Support

NTSB EMERGENCY NOTIFICATION Upon activation of the Emergency Response Plan related to an aircraft incident or accident, notify the NTSB 24 Hour Communications Center at 1-202-314-6290, as soon as practical. Obtain the contact information for nearest NTSB Field Office and contact as required by NTSB 830 regulations. 1. If physically able, the PIC shall notify the Director of Operations or his designee

of an accident or incident. The VP of Flight Administration will assemble the Corporate Flight Management Emergency Operations Center staff (if required) and, as soon as practicable, notify the NTSB.



2. If the PIC cannot immediately contact the Director of Operations or his designee,

the PIC will as soon as practicable notify the NTSB. The PIC will inform the Director of Operations or his designee of that contact as soon as practical.

EMERGENCY OPERATIONS If an emergency situation involving the safety of persons or property that requires immediate decisions and actions, the pilot in command or other management personnel may deviate from prescribed operations procedures, weather minimums, FAR’s, the company Operations Manual or any other company publication, etc. to the extent necessary to meet that emergency. The PIC or personnel working the emergency shall keep the appropriate ground facilities fully informed when the emergency involves an airplane in flight. If anyone exercises the above deviation authority; they shall report the deviation verbally to the Director of Operations as soon as practicable describing the reason for the deviation. A follow-up written report must be submitted within 24 hours. The Director of Operations shall investigate and submit a written report to the Flight Standards District Office within 10 working days (if required). ACCIDENT, INCIDENT, EMERGENCY PROCEDURES AND RESPONSIBILITIES (NTSB 830) The procedures outlined here are a summary of the procedures to be followed should company aircraft or property be involved in an accident, incident or other emergency situation. The actions of all concerned CFM personnel must be guided by the following: • Provide care for passengers and family members of passengers • Comply with the mandatory requirements of the National Transportation Safety

Board (NTSB) • Avoid publicity. Refer the press to the EOC Director or his designee DEFINITIONS (NTSB 830): Aircraft Accident – 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 all such persons have disembarked and in which any person suffers death or serious injury, or in which the aircraft receives substantial damage. For purposes of this part, the definition of “aircraft accident” includes “unmanned aircraft accident,” as defined herein. Fatal Injury – Any injury which results in death within 30 days of the accident.



Incident – An occurrence other than an accident associated with the operation of an aircraft, which affects or could affect the safety of operations. Serious Injury – Any Injury that requires hospitalization for more than 48 hours, commencing within 7 days from the date of injury and results in the following: • Fracture of any bone (except simple fractures of fingers, toes or nose. • Severe hemorrhages, nerve, muscle or tendon damage. • Involves any internal organ • Involves second or third degree burs, or any burns affecting more than 5% of the

body surface. Substantial Damage – Damage or failure which adversely affects the structural strength, performance, or flight characteristics of the aircraft and which would normally require major repair or replacement of the affected component. Engine failure or damage limited to an engine if only one engine fails or is damaged, bent fairings or cowling, dented skin, small punctured holes in the skin or fabric, ground damage to rotor or propeller blades, and damage to landing gear, wheels, tires, flaps, engine accessories, brakes, or wingtips are not considered “substantial damage” for the purpose of this part. NTSB IMMEDIATE NOTIFICATION (NTSB 830.5): The nearest NTSB field office shall be notified as soon as practicable by the Director of Operations or the Director of Maintenance when: a. An aircraft accident or any of the following incidents occur;

• Flight control system failure or malfunction.

• Inability of any required crewmember to perform required duties in flight as a result of injury or illness.

• Failure of any internal turbine engine component that results in the escape

of debris other than out the exhaust path

• In flight fire.

• Aircraft collision in flight.

• Damage to property, other than aircraft, estimated to exceed $25,000. For repair (including materials and labor) or fair market value in the event of total loss, whichever is less



• In addition for large multi-engine aircraft (more than 12,500 pounds maximum certificated takeoff weight):

o In flight failure of electrical systems which requires the sustained use of

emergency bus powered by a backup source such as battery, auxiliary power unit or air driven generator to retain flight control or essential instruments.

o In flight failure of hydraulic systems that result in sustained reliance on the sole remaining hydraulic or mechanical system for movement of flight control surfaces.

o Sustained loss of power or thrust produced by two or more engines.

o Evacuation of an aircraft in which emergency egress systems are utilized.

• Release of all or a portion of a propeller blade from an aircraft, excluding release caused solely by ground contact;

• A complete loss of information, excluding flickering, from more than 50

percent of an aircraft's cockpit displays known as:

o Electronic Flight Instrument System (EFIS) displays; o Engine Indication and Crew Alerting System (EICAS) displays;

o Electronic Centralized Aircraft Monitor (ECAM) displays; or o Other displays of this type, which generally include a primary flight

display (PFD), primary navigation display (PND), and other integrated displays;

• Airborne Collision and Avoidance System (ACAS) resolution advisories issued either:

o When an aircraft is being operated on an instrument flight rules flight

plan and compliance with the advisory is necessary to avert a substantial risk of collision between two or more aircraft; or

o To an aircraft operating in class A airspace.



• Damage to helicopter tail or main rotor blades, including ground damage, that requires major repair or replacement of the blade(s);

• Any event in which an operator, when operating an airplane as an air carrier

at a public-use airport on land:

o Lands or departs on a taxiway, incorrect runway, or other area not designed as a runway; or

o Experiences a runway incursion that requires the operator or the crew of

another aircraft or vehicle to take immediate corrective action to avoid a collision.

b. An aircraft is overdue and believed to have been involved in an accident. REQUIRED INFORMATION (NTSB 830.6) The information to be given in the notification required shall contain the following, (if available): a. Type, nationality, and registration marks of the aircraft. b. Name of owner and operator of the aircraft. c. Name of the pilot in command. d. Date and time of accident. e. Last point of departure and point of intended landing. f. Position of the aircraft with reference to some easily identified geographic point. g. Number of persons onboard, number killed, number seriously injured. h. Nature of accident, weather, and the extent of aircraft damage. i. Description of any dangerous materials carried. (Hazmat) PRESERVATION OF AIRCRAFT WRECKAGE, MAIL, CARGO AND RECORDS (NTSB 830.10) If an aircraft incident or accident has occurred for which notification must be given to the NTSB, notify the State Highway Patrol or the Sheriff’s Office nearest the scene of the accident and request the area be secured from all personnel until representatives from



either Corporate Flight Management, the NTSB, or the FAA arrive to take charge of the wreckage. Prior to the time the NTSB or it’s authorized representative takes custody of the aircraft wreckage, mail or cargo, such wreckage will not be distributed or moved except to the extent necessary to: • Remove persons injured or trapped. • Protect the wreckage from further damage. • Protect the public from injury. If it is necessary to move the wreckage, mail or cargo, the original position shall be documented, including impact marks, by sketches and if possible photographs. CFM shall retain all records, reports, internal documents, and memoranda dealing with the accident or incident, until authorized by the NTSB to the contrary. NATIONAL TRANSPORTATION SAFETY BOARD (NTSB) OFFICES NTSB offices are located in the following cities: Anchorage, AK 907-271-5001 Atlanta, GA 404-347-7385 Chicago, IL 708-377-8177 Denver, CO 303-361-0600 Arlington, TX 817-885-6800 Gardenia, CA (LAX) 310-297-1041 Miami, FL 305-597-4610 Parsippany, NJ 201-334-6420 Seattle, WA 206-764-3782 Washington, D.C. 202-382-6714 RECORDS Maintenance Records and Flight Crew Records will be assembled and forwarded to the Emergency Operations Center as soon as possible. Original records remain the property of Corporate Flight Management and will not be released to any investigative entity without the expressed consent of the Director of Operations. Maintenance Records – Accident Aircraft Immediate steps will be taken to assemble and secure maintenance records pertaining to the accident aircraft. Aircraft maintenance records to be assembled and secured will include: • Weight and Balance Records



• Aircraft Flight Logs • Manufacturer’s Maintenance Manuals • Company Maintenance Program pertaining to accident aircraft • Minimum Equipment List • Mechanical Irregularity Reports • Complete Overhaul and Inspection Reports for Engine, Propellers, and Equipment • Preflight Inspection Records • Maintenance Test Flight Records • Flight Logs Prepared by the Crew • Applicable AD’s and Compliance Records • Service Difficulty Reports • Manufacturer Service Bulletins • Airworthiness Directives • Engineering Changes and Modification Records • All Other Available Aircraft Logs and Records Flight Crew Records – Accident Crew Immediate steps will be taken to assemble and secure flight crew records pertaining to the accident crew. Flight Crew Records to be assembled and secured will include: • Employment History • Date Upgraded to Captain in Accident Aircraft • Training Records (Initial and Recurrent) • Total Pilot Time • Total Pilot Time for last 30, 60 and 90 days • Total Pilot Time in Type • Total Pilot Time in Type for last 30, 60 and 90 days • Total Instrument Time • Total Instrument Time in Type for last 30, 60 and 90 days • Total Cross-Country Time • Total Night Time • Certificates and Ratings Held, and Dates Acquired • Proficiency Checks • Line Checks and Enroute Inspections • Duty Time and Rest Records for last 30 days Drug and Alcohol Testing The Director of Operations or the AMPP Manager will decide whether or not to have the accident crew undergo Post-Accident Drug and Alcohol testing. The accident crew will



normally be tested if their actions contributed to, or cannot be discounted as a contributing factor to the accident. FAMILY ASSISTANCE Notification of family members: Corporate Charters – CFM’s Human Resources (HR) representative will coordinate emergency contact notifications with the charter customers Human Resources Department. CFM HR will follow directions received from the charter customers HR representative and coordinate with CFM’s emergency response partner, Fireside Partners, to assist with emergency contact notifications, if asked to do so. Individual Charters –Fireside Partners will, at the direction of CFM HR, contact the emergency contacts after an aviation accident. Additional Activities: CFM will spare no expense, within reason, in meeting the demands and desires of family members. Assistance will include, but not be limited to: • Transportation to the accident/incident site either on CFM aircraft or commercial

carrier • Arrange for hotels • Arrange for ground transportation • If asked to do so, make arrangements for remains to be shipped home in the event

of fatalities • Make arrangements for meal expenses • Contact local clergy and local Red Cross to arrange for grief counselors, spiritual

guidance, etc. • Assign a member of management to assist each individual family affected by the

accident/incident



CHAPTER 5

BOMB / SABOTAGE THREATS

The warning or threat of possible sabotage or harm against Corporate Flight Management personnel, passengers, facilities or equipment should be taken seriously and reported immediately. Regardless if the threat was received by phone, mail, orally or written, the following steps must be followed. CFM Building Bomb Threat Procedures

1. Get out the Bomb Threat Checklist from the EOM Tab Labeled Bomb Threat (If you are unable to retrieve the checklist-write down as much information that you can get from the caller. The checklist is also found on the Safety Page of the Employee site – http://intranet.flycfm.com

2. When the call ends --- Notify your immediate supervisor/manager and recommend calling airport security or 911 and to make evacuation decision. If you can’t get in touch with them then –Don’t Hesitate to call airport security or 911 and page to evacuate the building saying:

“We have a possible safety situation that requires all personnel to evacuate the building immediately – Do Not Use Elevators and meet in the pre-designated Fire Evacuation Assembly Area. Leave all personal items and grab your Emergency Operations Manual if possible. Please leave in a calm orderly fashion.”

3. Transfer main inbound number to cell phone ---Especially if it is the dispatch

building. 4. Take Bomb Threat Checklist and EOM with you --- leave everything else.

Once Outside at Designated Safe Area

1. Take a head count to make sure everyone is accounted for. 2. Coordinate with Emergency Responders – Bomb Checklist and head count and

notify if someone is possibly not accounted for. 3. Notify EOC Director or Senior Level Management of situation (#’s are located on

the Bomb Threat Checklist and/or in the Phone Tree Checklist Tab 4. Senior Level Management will make the determination on calling Fireside –

Definitely will call if the bomb threat was in the dispatch building to help with continual A/C tracking and communications.

http://intranet.flycfm.com/



Returning To Building After Evacuation Employees should remain at the designated assembly area until it has been determined the building is safe. A large employee population poses some problems for an orderly return to the building. A few portable, battery-operated megaphones utilized by floor leaders would be of assistance in this situation. The police themselves or building management may use this means to announce that employees may return to the building. Bomb Threat to Airport Facilities Notify Smyrna Airport Public Safety and ask for assistance. 615-943-8398 or 911 Bomb Threat To Aircraft In Flight

1. Get out the Bomb Threat Checklist from the EOM Tab Labeled Bomb Threat (If you are unable to retrieve the checklist-write down as much information that you can get from the caller. The checklist is also found on the Safety Page of the Employee site – http://intranet.flycfm.com

2. When call ends – Notify Dispatch Immediately 615-220-1761 3. Pass along all pertinent information from the Bomb Threat Checklist, then send a

copy of the checklist to them --- unless the call was direct to dispatch.

Continued Procedures For Dispatch/Flight Operations

4. Notify EOC Director and or Senior Management (use phone tree if necessary). 5. Dispatcher to call the phone tree as directed by EOC Director or Senior

Management. 6. EOC Director/Team or Senior Management to determine whether to notify

officials at airport of intended landing of the aircraft bomb/sabotage threat. Ascertain availability of explosive detection dog team. Request immediate assistance from airport officials.

7. Decision to be made by EOC Team to notify A/C in flight and if to divert to a more suitable airport prepared to handle such an event.

8. EOC Team member to contact Fireside 9. For threats not related to or received at a specific airport (aircraft in flight or for

a location not at an airport, notify TSOC (Transportation Security Operations Center) at 1-866-655-7023 (for callers from the 50 States and Puerto Rico) or 1-703-563-3240 (for all other callers). At locations outside the United States, immediately notify: TSOC at 1-866-655-7023 (for callers from Canada) or 1-703-563-3240 (for all other callers).

http://intranet.flycfm.com/



EVACUATION DECISION—USEFUL TOOL TO HELP DETERMINE EVACUATION REMEMBER --- THE SAFEST THING TO DO IS TO JUST EVACUATE!!!! Any of the circumstances listed below would generally indicate that an evacuation may be in order: • If the call is made directly and the caller indicates a bomb has been placed in a specific

location in the building that would be hazardous to your area. • If the caller indicates that the bomb will detonate in a limited or specific period of time,

which would not allow time for a search to be conducted. • If the caller claims that the bomb has been planted by a known dissident or terrorist

group or a group dealing in this activity for extortion purposes. Again based on prior experience, the police are the best advisors in this instance.

• If a call indicates that a bomb has been planted at your location was initially made to a

radio or TV station, newspaper office, to the police, or some other city department. This method of operation has been used by terrorist groups and other dissidents. There are times when a device has exploded without prior warning and then a call is made to one of the above agencies claiming credit for the act. The police themselves may order an evacuation of the building based on their evaluation of the information received.

• If a search has been conducted after a bomb threat call produces a suspicious package,

carton or device which appears to be an explosive. Although it may be innocent-looking as a shopping bag or a shoe box, don't take a chance with any strange item that turns up in a search. Let the police experts check it out. Always play it safe and immediately evacuate all personnel from the area.

• When an actual explosive device has been found.

NOTE Caution must always be used when an actual or purported device has been found. It may be one of several devices planted and another device may have been planted in or near an evacuation route. That is why it is essential that a coordinated effort be made with building management to ensure that evacuation routes have been searched and are free of any device.



BOMB THREAT CHECKLIST

INSTRUCTIONS: Be calm. Be courteous. Listen, do not interrupt the caller. If possible, notify management, supervisor or co-worker while caller is on the line. Person taking call:________________________Time:____________Date:______________ Caller’s Identity: Sex: Male Female Adult Juvenile _____Approximate age in years Origin of Call: Local Long Distance Cell Internal Unknown Voice Characteristics: Speech Language Loud Soft Fast Slow Normal High Deep Distinct Distorted Good Raspy Pleasant Stutter Slurred Foul Nasal Lisp Intoxicated Accent Manner Background Noises Local Calm Angry Quiet Voices Not Local Rational Irrational Music Bedlam Region Coherent Incoherent Animals Street Foreign Deliberate Emotional Trains Airplanes Righteous Laughing Party

(continued next page)


Chapter 5 Page: 5-5

24 April 15

BOMB INFORMATION Pretend to have difficulty hearing the individual. Keep caller talking as long as possible. If caller seems agreeable to further conversation, ask the following questions: When will the bomb go off? Date/Time ________________________________ Where is it located? Building______________ Area_______________ What kind of bomb? ________________Where are you now? ___________________ How do you know so much about the bomb? _____________________________________________________________________ Why are you making this threat? ___________________________________________________________________ What is your name and address? ___________________________________________________________________ If the building is occupied, inform caller that the detonation could cause serious injury or death. Did caller appear familiar with the area by his description of the bomb location? _____________________________________________________________________ IMPORTANT: As soon as the call ends refer to the Bomb Threat Procedures described on page 5-1 (Building Threat) or 5-2 (Threat to an in-flight aircraft) of this manual. These procedures are also provided in the quick reference tab where you found this checklist. EOC Director----(Office Direct) 615-534-4573 (Cell) 615-692-2573 Dispatch Office-----615-220-1761 or 877-459-8100 Airport Public Safety ----- 615-943-8398 -Also see phone Tree for more contact numbers. For threats not related to or received at a specific airport (aircraft in flight or for a location not at an airport, notify TSOC (Transportation Security Operations Center) at 1-866-655-7023 (for callers from the 50 States and Puerto Rico) or 1-703-563-3240 (for all other callers).



THREAT RESPONSE Nonspecific Threats This type of threat will be noted by the Director of Operations or Manager on Duty and will be reported to the FAA and/or the TSA as appropriate within 72 hours. Specific Threats (POSITIVE threat) Notify officials at airport of intended landing of the aircraft bomb/sabotage threat. Ascertain availability of explosive detection dog team. Request immediate assistance from airport officials. 1. Positive Threat Against Aircraft – PIC actions:

a. Aircraft taxied to aircraft inspection area. b. Ensure passengers are accompanied/transported to a holding area. A

uniformed crew member should remain with passengers until the inspections are completed.

c. Have the baggage/cargo unloaded from the aircraft and located a safe

distance from both passengers and the aircraft.

d. Direct the inspection of the aircraft interior/exterior, passengers, and baggage/cargo using company guidelines.

e. Notify airport authorities of aircraft status.



AIRCRAFT INSPECTION PROCEDURES The company recognizes two methods of inspecting aircraft and/or baggage for suspect items based on a specific threat. The primary (preferred) method involves the inspection of the aircraft and baggage using a trained explosive detection dog team. When such a team is not available locally or unable to respond in a reasonable time frame (one hour), the alternative method of inspection involving visual/physical inspection of the aircraft baggage should be used.

Caution During such inspection unidentified items will not be moved or opened. If an employee recognizes an explosive or incendiary device, all personnel will immediately evacuate the area and under no circumstances will anyone other than bomb disposal personnel touch or move the device. 1. Primary Inspection Procedures

a. Deplane passengers and crew members along with all their carry-on luggage and personal effects, including crew luggage.

b. The aircraft will be taxied or towed to the airport’s designated security

inspection area.

c. Prior to exiting the aircraft, the crew shall inspect the flight deck and cabin areas for any unexplained containers or devices.

d. All passengers should be accompanied/transported to a temporary

holding area a minimum of 100 yards from the aircraft and the baggage inspection site. A uniformed employee should stay with the passengers in the passenger holding area.

e. The PIC shall have all baggage/cargo off-loaded.

NOTE Baggage/cargo shall be staged at least 100 yards from the aircraft and passengers. The items should be lined up on the ramp with sufficient space between the bags to allow the explosive detection dog to walk around the bags and to permit easy identification. f. The PIC, assisted by other willing and knowledgeable crew members

and/or aircraft mechanics, will inspect the exterior of the aircraft.



g. The PIC will brief the explosive/bomb detection team on the results of

inspections, and location of the baggage and passenger holding areas.

h. Upon request, assist/accompany detection team members during their inspection of aircraft baggage.

i. If the dog alerts on any item, the bomb disposal personnel will take

charge of the scene until the item is removed or rendered safe.

j. If no explosive or incendiary device is identified, the PIC will inform the Dispatch Office.

k. The Director of Operations or his designee may then authorize the

reloading and release of the aircraft.

2. Alternate Inspection Procedures

a. Deplane passengers and crew members along with all their carry-on luggage and personal effects, including crew luggage. b. The aircraft will be taxied or towed to the airport’s designated security inspection area. c. Prior to exiting the aircraft, the crew shall inspect the flight deck and cabin areas for any unexplained containers or devices. d. All passengers should be accompanied/transported to a temporary

holding area a minimum of 100 yards from the aircraft and the baggage inspection site. A uniformed employee should stay with the passengers in the passenger holding area.

e. The PIC shall have all baggage/cargo off-loaded.

NOTE Baggage/cargo shall be staged at least 100 yards from the aircraft and passengers. The items should be lined up on the ramp with sufficient space between the bags to allow the explosive detection dog to walk around the bags and to permit easy identification. f. The PIC, assisted by other willing and knowledgeable crew members

and/or aircraft mechanics, will inspect the exterior of the aircraft.



g. The PIC will brief the explosive/bomb detection team on the results of

inspections, and location of the baggage and passenger holding areas. h. Bring small groups of passengers to the baggage inspection area to identify

their bags and who packed them.

1) Self-packed bags positively identified by passenger may be prepared for reloading.

2) Passengers will be required to open any bags not self-packed for

inspection.

3) Any unidentified bags, bags containing items not identifiable by passengers, or bags containing suspect devices will be searched only by trained bomb disposal personnel. Such bags will not be moved or reloaded on aircraft until cleared by bomb disposal personnel.

i. If no explosive or incendiary device is identified, the PIC will inform the

Dispatch Office. j. The Director of Operations or his designee may then authorize the reloading

and release of the aircraft.


Chapter 5

Page: 5-10 01 Nov 10

AIRCRAFT SECURITY INSPECTION PROCEDURES Aircraft inspections should be conducted in a systematic manner by employees who are familiar with the aircraft using this guide as a reference. The purpose of a security inspection is to identify any unfamiliar or unexplained objects, devices, or baggage aboard the aircraft that may conceal explosive or incendiary materials or devices. Inspectors should be alert for familiar items which are in inappropriate locations or appear to have been tampered with. Hand held radios, cell phones or other signal transmitting devices should not be used during such inspections.

CAUTION Do not move or touch any unidentified or suspect items found. Simply note the description of the items and their exact location in the aircraft. If any actual explosive device is recognized, the inspection will immediately be discontinued and all personnel will evacuate the aircraft.

(SEE CHECKLIST NEXT PAGE)


Chapter 5

Page: 5-11 01 Nov 10

AIRCRAFT SECURITY INSPECTION CHECKLIST

Aircraft Interior Inspection Flight Stations – Normally inspected by flight crew • Seats, including pouches, cushions, and life vest containers in seat backs • Log book and flight manual storage areas • Crew Oxygen mask storage • Entire floor surface including area around rudder pedals and beneath flight deck

seats • Area around oxygen cylinders • External surfaces – ceiling, sides, and rear walls • Crew coat and luggage storage area • Trash containers • Emergency equipment storage area • Head set storage area • Each crew member should thoroughly inspect his flight bag. If no suspect items are

found, the crew member will take their flight bag off the aircraft when they deplane. Cabin Area • Check storage areas at the rear of the aircraft • Check lavatories, look under sink, in the toilet bowl and in all material storage areas • Check each passenger seating area to include any overhead storage area, the seat

backs, underneath the seat cushion, and underneath the seats • Check carry-on baggage storage areas for unexplained baggage or objects.

(Passengers should deplane with all carry-on baggage and personal effects) • Open and inspect all galley compartments. Remove all contents and inspect the

compartment itself and the items contained in it • Check all trash storage areas by removing the trash container, inspecting the interior

of the compartment, and visually checking the trash itself • Inspect portable emergency flashlights and exit lights • Inspect fire extinguishers (location and full charge) • Inspect first aid kit • Examine forward entrance area for any unusual or unfamiliar items. Aircraft Exterior – Particular attention should be paid to areas and compartments easily accessible to the public, i.e., those which are clearly identified and require no special access tools (such as the Pod on the Jetstream). Fuselage (due to diversity of CFM fleet, not all aircraft will have all items installed) • External power receptacle • Radio rack cooling vent


Chapter 5

Page: 5-12 01 Nov 10

• Cabin pressure safety relief valve area • Cabin outflow valves • Aft Lavatory service panel • Pneumatic air ground connection panel • APU remove control access panel • Tail compartment access doors • Heat exchanger exhaust openings • Elevator hydraulic accumulator servicing panel • Ground air conditioning access panel • APU compartment ventilation opening • Inspect Pod and Aft baggage compartments • Interior electrical and electronic compartment • Forward accessory compartment Landing Gear and Wheels • Nosewheel well; area behind access panels • Main gear wheel wells • Gear assemblies, wheels, tires, brakes Wings • Trailing edge wing flap • Aileron hinge points • Refuel and defuel access panels • Fuel vent openings Engines and APU (if applicable) • Intake and exhaust openings • Oil service doors • Thrust reverser access doors • Engine cowl cooling vents • Open engine cowl doors. Check entire engine and all openings on the cowl


Chapter 6 Page: 6-1

23 March 16

CHAPTER 6

FORMS

The following forms will be used to document all accidents/incidents involving Corporate Flight Management aircraft and/or facilities: Aircraft Accident / Incident Reporting Form ............................................................................ 6-2 Emergency Event Log and Inbound Call Sheet ..................................................................... 6-3 Sample Emergency Event Log ............................................................................................... 6-4 Bomb Threat Checklist .......................................................................................................... 6-5 Over-due Aircraft Checklist ..................................................................................................... 6-6

NOTE Extra copies of the above forms are located in the document protectors following this Chapter.


Chapter 6 Page: 6-2 26 Feb 10

AIRCRAFT ACCIDENT / INCIDENT REPORTING FORM In the event of an Aircraft Accident/Incident obtain as much information as possible:

Person Calling:

Date/Time:

Caller’s Employer: Phone Contact at Accident/Incident Location: Accident/Incident Location: Aircraft Type: Aircraft Tail Number: Departure / Arrival City: Crew Names: CA: FO: *Number of Passengers on Board: Adults: Children: Infants: Type of Injuries Injuries Crew Passengers Other Fatal: Non-Fatal: None *Secure passenger manifest. General Description of Accident (i.e. Takeoff, Landing, Cruise, etc.) Weather Conditions at Accident Location: General Description of Aircraft/Scene Damage: Begin Emergency Event Log (see sample on following page. Actual forms are located in document protectors following Chapter 6)


Chapter 6 Page: 6-3

23 March 16

EMERGENCY EVENT LOG and INBOUND CALL SHEET

“I am not authorized to release any information at this time. I can take your information and relay it to our Operations Center.” Date Time Event and/or Person Calling Action Taken and/or Contact # For

Person Calling Name of person completing this form __________________________

Page _____ of _____pages



SAMPLE EMERGENCY EVENT LOG

DATE TIME EVENT ACTION TAKEN

3-21-04 0600 Received call from Smyrna Airport Authority stating that a bomb threat had been made against “that company at Smyrna Airport”

Notified Director of Operations

3-21-04 0605 Director of Operations told me to continue to monitor situation and call him if any more specific information was received. Also directed that Maintenance and Safety Contact be informed.

Using Management Phone Tree, informed Allan Peralta and David Augustin.

3-21-04 0630 Informed by Smyrna Airport Authority that bomb threat was found to be a prank by some local school boys.

Informed Director of Operations, Allan Peralta and David Augustin.

Name of Person Completing this Form:______________________________________________

Page ____ of ____



BOMB THREAT CHECKLIST

INSTRUCTIONS: Be calm. Be courteous. Listen, do not interrupt the caller. If possible, notify management, supervisor or co-worker while caller is on the line. Person taking call:________________________Time:____________Date:______________ Caller’s Identity:

Sex: Male Female Adult Juvenile _____Approximate age in years Origin of Call: Local Long Distance Cell Internal Unknown Voice Characteristics: Speech Language Loud Soft Fast Slow Normal High Deep Distinct Distorted Good Raspy Pleasant Stutter Slurred Foul Nasal Lisp Intoxicated Accent Manner Background Noises Local Calm Angry Quiet Voices Not Local Rational Irrational Music Bedlam Region Coherent Incoherent Animals Street Foreign Deliberate Emotional Trains Airplanes Righteous Laughing Party Factory Office

(continued next page)


Chapter 6 Page: 6-6

24 April 15

BOMB INFORMATION Pretend to have difficulty hearing the individual. Keep caller talking as long as possible. If caller seems agreeable to further conversation, ask the following questions: When will the bomb go off? Date/Time ________________________________ Where is it located? Building______________ Area_______________ What kind of bomb? ________________Where are you now? ___________________ How do you know so much about the bomb? _____________________________________________________________________ Why are you making this threat? ___________________________________________________________________ What is your name and address? ___________________________________________________________________ If the building is occupied, inform caller that the detonation could cause serious injury or death. Did caller appear familiar with the area by his description of the bomb location? ____________________________________________________________________ IMPORTANT: As soon as the call ends refer to the Bomb Threat Procedures described on page 5-1 (Building Threat) or 5-2 (Threat to an in-flight aircraft) of this manual. These procedures are also provided in the quick reference tab where you found this checklist. EOC Director----(Office Direct) 615-534-4573 (Cell) 692-2573 Dispatch Office-----615-220-1761 or 877-459-8100 Airport Public Safety ----- 615-943-8398 Also see phone Tree for more contact numbers. For threats not related to or received at a specific airport (aircraft in flight or for a location not at an airport, notify TSOC (Transportation Security Operations Center) at 1-866-655-7023 (for callers from the 50 States and Puerto Rico) or 1-703-563-3240 (for all other callers).



OVER-DUE AIRCRAFT TRACKING FORM To be initiated if aircraft cannot be located 30 minutes after scheduled arrival

(Begin tracking all communications and events using the Emergency Event Log)

Person Initiating Search:

Date/Time:

Aircraft Type: Aircraft Tail Number: Crew Names: CA: FO: Client: Number of Passengers on Aircraft: Adults: Children: Infants:

Itinerary (Times are Central):

Itinerary Departure Arrival From To Scheduled Actual Scheduled Actual

Date and time of last contact with aircraft:____________________________________________ Summarize attempts to contact over-due aircraft: If attempts to locate the aircraft are unsuccessful notify the Director of Operations



CHAPTER 7

DISASTERS

TORNADOES Emergency weather radios, computers (Radar), and phone systems in the main reception area of the FBO and in maintenance hangar 693 are monitored during inclement weather. All customers, staff, and other departments within the company will be advised of inclement weather where severe thunderstorms or tornados may occur. The most expedient method of notification will be used to warn personnel of impending danger. Assist moving all aircraft into a hangar, time permitting, and then proceed to one of the following safe havens: Plan to move to a “Safe Place” Maintenance Hangar 690 & 693 Proceed to the downstairs restroom facilities or the break room and remain there until the threat is over. Smyrna FBO Proceed to the restroom facilities, preferably the ladies restroom and remain there until the threat is over. John C. Tune FBO Proceed to the men’s and ladies restroom and remain there until the threat is over. Headquarters – 808 Blue Angel Way Proceed by the stairs to the bottom of the stairs and remain in the stairwell until the threat is over. DO NOT USE THE ELEVATOR FOR EVACUATION. Monitor the Weather Emergency weather radios, computers (Radar), and phone systems in the main reception area of the FBO’s, and in both maintenance hangars are monitored during inclement weather. All customers, staff, and other departments within the company will be advised of inclement weather where severe thunderstorms or tornados may occur. The most expedient method should be used, overhead paging, telephone, or word of mouth. Move all aircraft into the hangars, close and lock the hangar doors. Proceed to the safe area as listed above.



Sound the Alarm 615-943-8398 (Airport Public Safety) MQY After notifying public safety contact the appropriate department head or all departments depending on the scope of the emergency. 1. MQY FBO Front Counter 615-220-2957 (FBO) MQY FBO 2. David Augustin 615-948-1735 (Cell) 615-534-8636 (Office) EVP FBO Services 3. Allen Howell 615-804-6740 (Cell) 615-534-4050 (Office) Executive Chairman 4. David Augustin 615-948-1735 (Cell) 615-350-5000 (Office) JWN FBO 5. Ryan Donahue 615-306-5865 (Cell) 615-534-4557 (Office) VP Maintenance 6. Lee Harris 281-630-7977 (Cell) 615-534-8640 (Office) Flight Ops 7. Elise Streeter 757-589-3417 (Cell) 615-534-4539 (Office) Human Resources 8. Tony Crandall 615-223-6718 (Cell) 615-534-4571 (Office) Accessory Shop 9. Ron Barnum 615-692-2573 (Cell) 615-534-4573 (Office) Safety 10. On Call Charter 615-768-4044 (Office) Flight Ops 11. Charter/Dispatch Office 615-220-1761 (Office) Dispatch

FIRE If You Discover A Fire: 1. Leave the fire area and close the door to the area. 2. Sound the fire alarm. 3. Immediately evacuate the building via the shortest and safest route. (Proper use of fire

extinguishers within extinguisher limits and by trained individuals is optional but should not be attempted until building alarm is actuated and people are evacuated.)

4. Use the stairs to evacuate. DO NOT USE ELEVATORS. A fire can disrupt the operation of

elevators and trap occupants inside. 5. If you notice smoke, use the alternate escape route. 6. Test doors with the back of your hand before opening them. If the door is warm or if

you notice smoke, use an alternative escape route. Check paths for safety before proceeding and close doors behind you.

7 Crawl low if you have to go through smoke.



8. Go to a safe area or to a pre-assigned exterior area for your building. 9. From the nearest phone in a safe area, call 9-1-1. 10. Await emergency response personnel at safe location and direct them to the scene. 11. If you suspect that someone is missing or trapped, contact the emergency personnel

outside the building. 12. If you are trapped during a fire emergency, close all doors between you and the fire and

stuff cracks around the doors to keep out smoke. Wait at a safe window and signal/call for help. If there is a phone in the room, call the 9-1-1 and tell them exactly where you are.

13. Stop, Drop and Roll if your clothing catches fire. Once You Have Evacuated 1. From the nearest phone in the safe area, call 9-1-1. 2. If you suspect that someone is missing or trapped, contact firefighters on scene or at the

fire engine, police officers, or ambulance personnel. 3. Await emergency response personnel at a safe location and direct them to the scene.

Do not reenter the building until instructed to do so by the fire department. 4. Follow directions of fire and police personnel. 5. Report to the person who is taking accountability of personnel. 6. Never re-enter the building to save your personal belongings.



DESIGNATED ASSEMBLY AREAS Any time a company facility has to be evacuated, employees will proceed to one of the following designated assembly areas. Assembling in a designated area will enable a supervisor to conduct a headcount. It will be assume that any employee not in the designated assembly area may be trapped and requires rescue, therefore it is very important that you do not leave the area without informing a supervisor first. Hangar 690 and 693 Assembly Area for both hangars is the northern most part of the parking lot behind each hangar. Smyrna FBO Assembly Area is in the gravel parking lot across the street from the two buildings (west side of Doug Warpoole Rd). Headquarters – 808 Blue Angel Way Assembly Area is in the field in front of the building. John C. Tune FBO and All Hangars Assembly Area is in the grass area next to Gate T1 (main front gate).



BLANK


Appendix A

13 Nov 15

Radixx Emergency Response Process The following pages in Appendix A are specific to the Radixx Emergency Response Procedures for an aircraft accident.

CONFIDENTIAL & PROPRIETARY: This document contains valuable trade secrets and proprietary information of Radixx International (Radixx). No part of this software or manual may be reproduced or retransmitted in any form by any means,

electronic, mechanical or otherwise without express written permission from Radixx. All applicable copyright laws protect this manual and the represented software.

Radixx Solutions International Radixx Emergency Response Process

SEPTEMBER 21, 2015

6310 HAZELTINE NATIONAL DRIVE ORLANDO, FL 32822 USA

+1.407.856.9009 http://www.radixx.com

[email protected]

http://www.radixx.com/


Radixx Emergency Response Process Guide

CONFIDENTIAL & PROPRIETARY: This document contains valuable trade secrets and proprietary information of Radixx International (Radixx). No part of this software or manual may be reproduced or retransmitted in any form by any means,

electronic, mechanical or otherwise without express written permission from Radixx. All applicable copyright laws protect this manual and the represented software.

TABLE OF CONTENTS

September 21, 2015 .................................................................................................................................. 1 Revision History ............................................................................................................................................ 1 Overview ....................................................................................................................................................... 2 Emergency Response Procedures ................................................................................................................. 3 Radixx Crisis Response Team ........................................................................................................................ 5 Customer Emergency/Safety Contacts ......................................................................................................... 6


1 CONFIDENTIAL & PROPRIETARY: This document contains valuable trade secrets and proprietary information of Radixx

International (Radixx). No part of this software or manual may be reproduced or retransmitted in any form by any means, electronic, mechanical or otherwise without express written permission from Radixx. All applicable copyright laws protect this

manual and the represented software.

REVISION HISTORY

Date Version Comment Made By

10-11-2013 1.0 Completed document in new Radixx International template.

Jessica Campbell

10-28-2014 1.1 Added emailed details determined in meeting and transferred information from Jessica’s documentation.

Elaine Briggs McMullen

09-21-2015 1.2 Minor enhancement on escalation procedures and timings.

Ludvik Olason





OVERVIEW

The purpose of this document is to provide the required response procedures for when a flight “in ground” situation occurs.

IMPORTANT! Radixx must be provided the names and contact information of the primary and backup Emergency Coordinators for the airline.





EMERGENCY RESPONSE PROCEDURES

When an “in ground” incident happens there is a manual emergency response procedure to be followed that involves customer emergency contacts and the Radixx Customer Support. The process flow is as follows:

1. The customer will advise Radixx of the incident by calling Radixx Customer Support at:

1-407-856-9009

Available 24 hours a day, seven (7) days a week, 365 days a year.

Customer Support will:

a. Validate the emergency contact details against the filed emergency contact list. b. Open a ticket with the flight number, O&D, flight date and LFID/PFID. c. Contact Radixx Crisis Response Team and start an internal call and e-mail thread for the

incident.

If Radixx has not been notified by the customer but becomes aware of the emergency, Radixx will attempt to contact the customer Emergency contacts on file. If Radixx is unsuccessful in contacting the customer, customer support will go ahead and open a ticket and contact the Radixx Crisis Response Team.

2. The Radixx Crisis Response Team coordinates the next steps after clear directions from the

customer (no action will be taken until approval from the customer):

a. Customer Support:

Print the flight manifest for the affected flight b. DBA

Extract the passenger related data including emergency contact detail and history into a temporary database table.

Create a new flight.

Put all passengers on the new flight by modifying the logical flight ID (do not perform a re-accommodation).

Rename all passengers on the affected flight.

Update E-ticket tables to restrict access to the passenger name records.

Notify on the internal call and the common email thread upon completion.

c. BI Team

Rename all passengers on the affected flight in the data warehouse.

d. Customer Support





CS will confirm flight is no longer available.

Procedure will not take longer than 30 minutes from the time customer gives the go ahead.

3. Radixx Client Service Manager will continue to be the point of contact with the customer and

coordinate communication with the Radixx Crisis Response Team.





RADIXX CRISIS RESPONSE TEAM

Mike Barrera

Greg Gent

Brian Perez

Ron Peri

Jamie Schulze Jamie Schulze handles communication with the CSM.





CUSTOMER EMERGENCY/SAFETY CONTACTS

Name Title Email Address Phone number


Appendix B

8 Aug 16

Wheels Up ERP Interface The following pages in Appendix B describe the ERP Communication Plan for Wheels Up along with contact information provided in the event of an emergency.

WHEELS UP Safety Management System

Proprietary Information – for use by Wheels Up Approved operators only

ERP Interface: Client Notification Procedure

(Version: R1)

Note: the following is provided for reference purposes only. The operator may incorporate

this section in its entirety in its manual system, or may choose to document the information

in another manner. However, in all cases, Wheels Up notification and contact requirements

must be documented in the operator’s system and be readily available if needed.

Client Notification Procedure

Certain clients or organizations require immediate notification if an incident or accident

occurs involving their passengers on a [insert operator name] aircraft. These include:

Wheels Up

NOTE: In addition, Wheels Up requires immediate notification of any accident or incident

involving [insert operator name] aircraft.

The following information must be provided:

1. Aircraft type

2. Registration number

3. Location of event

4. Number of persons on board (crew and passengers)

5. Status of persons on board (if known)

6. [Insert operator name] point of contact

Notification of Wheels Up



Dave Hewitt, EVP Safety (primary)

(917) 708-0949

(615) 772-3447

[email protected]

Wheels Up Member Services

(855) 933-5987 [email protected]

Rob Patris, EVP Flight Operations

(614) 800-9713 [email protected]




Media, Public, and Other Communications

When a client organization’s customer is involved in an incident or accident it is required

that all public communications, including press or news media statements or releases

regarding the incident or accident, be coordinated with the client organization prior to

release.

NOTE: Unauthorized [insert operator name] employees are prohibited from making any

statements to anyone regarding the incident or accident. This includes speculation,

comments to family and friends, and use of social networking or similar websites to

comment about the incident or accident.

Notification of Family Members

It is essential that notification of family members be coordinated in advance with the client

organization when their customer or client is involved in an incident or accident on a [insert

operator name] aircraft. This is to ensure that accurate family contact information is

available to those making the notification.

Security

The Director of Security will insure that the aircraft and its contents are safeguarded to

insure the returning of personal effects. He will also insure that all crew documents are

obtained and properly secured.


TAB 2

Page:T2-1 10 July 14

EOC Manager Checklist

First Hour Over-View Checklist

EOC Director—CEO---COO---Designated Manager

1. Start First Hour of notification. Time __________________ 2. Phone Tree has been activated.

3. Need accident verification information.

4. EOC Manager to decide if necessary to establish the EOC –Depends

on nature of accident/incident.

5. Communicate with Fireside if haven’t already. Establish phone bank services and telephone number for us to use if necessary (to start sending them calls or to release to the press depending on situation) Fireside # 302-295-3082

6. Establish with Fireside if they are going to start contacting emergency

contacts for customer/passengers.

7. Once Accident/Incident Verified and EOC Established – EOC Team members will start their respective checklists found in the EOM under Tab 2 “First Responders Checklist” and each will start their own Emergency Event Log.

• EOC Manager Checklist • Dispatch Checklist – Probably already started • Administrative Checklist • Department Manager Checklist • Maintenance Checklist • Corporate Communications Checklist


TAB 2



EMERGENCY OPERATIONS CENTER MANAGER’S Checklist Date/Time of Contact: Caller: Contact number:

ACCIDENT VERIFICATION / INITIAL BRIEFING

1. Verification

• If aviation accident has been verified, request copy of verification report.

• If no verification has been completed, then perform verification and document on the Event Log.

2. Passenger Manifest

• Contact Dispatch for passenger and crew manifest.

• Ensure no manifest changes were received.

• Is anyone waiting for passengers or crew members at the destination point?

3. Initial Briefing

• Gather available personnel, contact by conference call when not in the office

• Inform them of the facts known about the incident

• Make initial contact assignments:

♦ Corporate Notification __________________________

♦ NTSB Notification __________________________

♦ Insurance Company __________________________

♦ Fireside Notification __________________________

• Set TIME for key management to meet: __________________________

• Make initial personnel assignments:

♦ Emergency Manager ___________________________

♦ Dispatch ___________________________

♦ Administrative Support ___________________________

♦ Maintenance ___________________________

(over)


TAB 2



Response Management 1. Initial Status:

Passenger Manifest/Cargo list

Victim Location and Status Record for each passenger/crew

Department Next-of-Kin Notification assignments

Department Next-of-Kin support assignments

ERC Personnel Schedule

Briefing Schedule — first 3 hours

List of important Telephone/FAX Numbers

List of Corporate Telephone/FAX Numbers

Increased Security necessary?

NTSB notified?

Corporate notified?

Flight department personnel notified?

Insurance notified?

NTSB Form 6120.1 Filed (< ten days)

NTSB Form 6120.1 Filed (< ten days)

Emergency Response Partners Notified?

2. Continual Operations:

• Keep track of key times

• Take regular breaks

• Light refreshments — fruit, vegetables, sandwiches, water

• Monitor personnel for signs of traumatic stress

• Maintain contact with personnel/next-of-kin at the site

• Set priorities at scheduled briefings

• Maintain status of open priority actions

• Maintain files of completed actions

• Check with department managers on personnel status as appropriate.

3. Shift Turnover:

• Relievers to arrive 30 minutes prior for individual turnover — review open and completed actions

• Both shifts present for turnover brief — review key events and actions, set priorities for 1st hour.

• Affirm time of next shift change, and any personnel changes

• Discuss any changes in procedure, or points of contact outside of department.

4. Deactivation:

• Deactivate positions at Emergency Manager’s discretion — when level of activity allows response operation to continue

• Assign personnel to collect notes.

• Establish “duty” schedule and documentation methods for deactivated positions — include briefings and contact numbers.

5. Checklist Status

Closed Date / Time: Emergency Manager

Closed Date / Time: Dispatch

Closed Date / Time: Administrative Support

Closed Date / Time: Maintenance


TAB 2

Page:T2-4 1 Nov 10

Dispatch Checklist

DISPATCH Checklist Note: = One-time activities; check when complete. • = Continual activities.

Immediate Action 1. Manifest Retrieve and Print Passenger Manifest and trip information READ Manifest, ensure it is legible Check for updates to Passenger Manifest Provide copies of the Passenger Manifest, with changes to Emergency Manager Provide copies of trip information to Emergency Manager Attend Emergency Manager’s initial brief

2. Flight Departure Information Contact FBO, or Handling Agency and request FAX and hard-copy of records of the following: Fuel Slip (date / time / volume / truck number / tank number) Documentation of any maintenance requests / actions Meteorological report for time of departure Copies of catering delivery documentation

Transportation Support

1. Personnel / Supplies / Equipment • Coordinate transportation of On-Site Support Team members and equipment/supplies,

as requested.

2. Family Support Transportation • Coordinate transportation of passengers and crew family members to the location of the

accident, if desired by the family members. If family members do not wish to travel on Company aircraft, then coordinate transportation on charter, or airline carrier (lowest priority). Family support contact, when assigned, should travel with the family members to the location

• Coordinate the movement of these passengers and their baggage through representative handling the family liaison effort at the site.


TAB 2

Page:T2-5 1 Nov 10

Dispatch Checklist

DISPATCH Checklist (cont’d) Response Management

1. General • Maintain EVENT LOG sheets for each Flight Operations/Dispatch tasking • Provide EM with information pertaining to the schedule of Company aircraft, e.g. flights in

support of response, and flights in support of other Company business.

2. Flight Schedule • Coordinate modification of flight schedules, as required, to support response efforts.

• Coordinate alternate flight support to continue Company operations.

3. Records --Retrieve, seal and secure pilot training records. Notes:


TAB 2

Page:T2-6 1 Nov 10

Administrative Support Checklist

ADMINISTRATIVE SUPPORT CHECKLIST Note: = One-time activities; check when complete. • = Continual activities.

Emergency Management Activation

1. Communications Equipment

Telephones/Phone Chargers

Computer

FAX machines

Television

♦ Plug in telephone systems /Check dial-tone

♦ Set up computers, check operational status

♦ Set up FAX, check operational status

♦ Turn on TV to CNN, or most applicable channel

2. Supplies

Copies of Emergency Operations Manual

Several Copies of EVENT LOG

Pads, pens

Dry Erase markers for each

One Tablet each of Records

Clipboards, file folders,

• Provide each station the package of materials they will need to begin

• Post Telephone number list near each telephone

3. Emergency Management Shift Schedule

Personnel assignments for Shift A (Date/Time Period: ___________)

♦ Emergency Manager _______________________

♦ Dispatch ________________________

♦ Administrative Support ________________________

♦ Maintenance ________________________

Personnel assignments for Shift B (Date/Time Period: ___________)

♦ Emergency Manager _______________________

♦ Dispatch ________________________

♦ Administrative Support ________________________

♦ Maintenance ________________________ 4. General Activities

Order refreshments for response team members. Fruits, vegetables and light snacks. Keep plenty of liquids available

Coordinate lodging support for response team members, if needed

Keep adequate supply of general admin. supplies on-hand (pens, file folders, tablets, forms, etc.)

Monitor the response area, and call for clean-up times to collect and dispose of members’ trash

Monitor response team members for symptoms of traumatic stress. Alert the Emergency Manager when appropriate.


TAB 2


Department Managers Checklist

Department Management Checklist Note: = One-time activities; check when complete. • = Continual activities.

Immediate Action 1. Notification/Verification

Upon receipt of a report that a company aircraft has been involved in an accident, ensure the information is verified.

2. Initial Briefing

Gather available department personnel, contact by telephone (not cellular) when not in the office

Inform them of the facts known about the incident and updates will follow

Brief all personnel that they are not to talk to anyone about the incident, especially the media, and not to post anything to social media.

Assess personnel as to whether they can safely carry out their duties depending

on the circumstances of the accident/incident and relationship to anyone

involved in accident/incident.

Responses for Request for Information Information will be released by CFM’s Corporate Communications staff and updates will be

released accordingly.

Continuing Operations

If base of operations was accident aircraft’s intended destination, then:

• Family members should be provided a private room, and a call made to;

♦ Emergency Manager (for family of crew) to allow them to hear latest information

♦ Corporate (for family of passengers) to allow them to hear the latest information

♦ For any family member, provide supportive contact, and call on local clergy or counseling resources, or trained volunteers to support personnel.

If base is home for aircraft or crewmembers involved, then:

• Arrange for family notification and family support personnel to initiate their activities

• Monitor personnel for indications of traumatic stress, provide information as appropriate to the Emergency Manager

• Consider stand-down for upcoming activities and operations.


TAB 2

Page:T2-8 19 July12

Maintenance Checklist

MAINTENANCE CHECKLIST Note: = One-time activities; check when complete. • = Continual activities.

Immediate Action 1. Records Support investigation effort by collecting maintenance records of

accident aircraft in preparation for turnover to FAA/NTSB. Aircraft Maintenance Log / Deferred Maintenance Log Minimum Equipment List Overhaul and inspection records of airframe, engines and equipment

Applicable manufacturer maintenance manuals Important: Ensure Company maintains original copies of all documents. Copies of

documents should only be provided to the investigation team (NTSB). FAA should get copies from NTSB.

Monitoring Maintenance Operations

1. Emergency Management Participation • Maintain EVENT LOG for all tasks, actions and communications. • Support response team personnel.

Notes:


TAB 2 Page:T2-9 10 July 14

Corporate Communications Checklist

CEO-COO-Designated Manager

1. Send out an internal email to all employees – Located in “Media Responses” Quick Tab in EOM

2. Start drafting a media response appropriate to the emergency ---

Several “canned” statements are available to choose from in the “Media Responses” Quick Tab in EOM

3. Who will contact our employee’s emergency contact – this can be

CFM or Fireside. Choose from media statements or draft exactly what you want to say and clear it with Fireside before starting phone calls.

4. Decide on a Management Team to send to accident/incident site if

necessary.

5. Send periodic updates to all department Managers so they can update employees as new information is available.

6. Coordinate with EOC Manager and his checklist as to whom else

needs to be contacted --- NTSB, FAA, Insurance Company, Airport Authority, Customer etc.


TAB 2 Page:T2-10

10 July 14

EMERGENCY EVENT LOG and INBOUND CALL SHEET

“I am not authorized to release any information at this time. I can take your information and relay

it to our Operations Center.”

Date Time Event and/or Person Calling Action Taken and/or Contact # For Person Calling

Name of person completing this form __________________________

Page _____ of _____pages


TAB 3

Page:T3-1 01 June 16

CFM’s Emergency Response Partner Fireside Partners Service Agreement

The 5 following pages is a partial copy of CFM’s Emergency Response Partner Agreement with Fireside Partners showing the dates of the contract, the signed agreement page, and the schedule of services provided to Corporate Flight Management by Fireside. EMERGENCY RESPONSE PARTNER NOTIFICATION


response partner:






• Emergency Contact Notification • Family Assistance Services

Post Event Emotional Response and Support


TAB 3


CFM’s Emergency Response Partner Fireside Partners Service Agreement

The 5 following pages is a partial copy of CFM’s Emergency Response Partner Agreement with Fireside Partners showing the dates of the contract, the signed agreement page, and the schedule of services provided to Corporate Flight Management by Fireside. EMERGENCY RESPONSE PARTNER NOTIFICATION


response partner:






• Emergency Contact Notification • Family Assistance Services

Post Event Emotional Response and Support

222402-1

SERVICES AGREEMENT

SERVICES AGREEMENT (together with the Schedules and Exhibits hereto, this “Agreement”) dated 1 June, 2012, by and between CORPORATE FLIGHT MANAGEMENT (collectively the “Client”), a Tennessee corporation, with primary offices and hangar facilities at 276 Doug Warpoole Road Smyrna, TN 37167, and FIRESIDE PARTNERS LLC, a Delaware company, with offices and an Emergency Operations Center at 12 Penn’s Way, New Castle, DE (“Contractor”). Client and Contractor are each referred to herein as a “Party” and collectively as the “Parties.” This agreement supersedes any previous agreement or contract between the Parties.

RECITALS:

WHEREAS, Client desires certain services relating to Client’s business and Contractor desires to contract with Client to perform such services, upon the terms and subject to the conditions set forth herein.

NOW, THEREFORE, in consideration of the mutual promises and agreements contained herein, the adequacy and sufficiency of which are hereby acknowledged, Parties hereby agree as follows:

ARTICLE I

SERVICES AND FEES

Section 1.01 Services. Client hereby engages Contractor, and Contractor hereby agrees, to provide the following services for and on behalf of Client during the Service Period (as defined in Section 2.01).

(a) Basic Services. The Basic Services as more fully described in Schedule 1 to this Agreement.

(b) Emergency Response Services. Upon the occurrence of an accident directly involving Client’s flight department (an “Accident”), and upon request of the Client, those Emergency Response Services as more fully described in Schedule 1 to this Agreement. Provision of such “Emergency Response Services” shall sometimes be referred to herein as an “Emergency Response.” Notwithstanding the foregoing, Contractor may refuse to perform Emergency Response Services pursuant to Section 1.02(b) of this Agreement.

Section 1.02 Fees and Expenses. As consideration for the Services, Client shall pay to Contractor the following fees provided in Sections 1.02 (a) – (d) (collectively, the “Fees”) and if applicable, shall reimburse Contractor for Expenses (as defined in Section 1.02(e)) incurred in connection with performing the Services as follows:

(a) Initial Set‐up Fee. Client shall pay to Contractor an initial Set‐up fee in the amount provided on Schedule 2, payable within 30 days of the beginning of the Initial Service Period (as defined in Section 2.01).

(b) Annual Service Fee. Client shall pay to Contractor an Annual Service Fee in the amount provided on Schedule 2, payable on the first day of the Service Period. Client may elect to pay the Annual Service Fee in twelve (12) installments, as provided on Schedule 2, with each installment payable on the first day of each month during the Service Period. In the event Client fails to pay the Annual Service Fee or any installments thereof, Contractor reserves the right to refuse to perform Emergency Response Services until such Annual Service Fee or installment thereof is paid in full.

222402-1

SCHEDULE 1

SERVICES

Contractor will provide the following Services under this Service Agreement to Client: BASIC SERVICES: The following “Basic Services” shall be provided pursuant to Section 1.01(a) of this Agreement:

24/7/365 Response Availability – Contractor shall maintain availability at all times without interruption for activation and deployment of the HELP Team (as defined in Section 1.07(a) to this Agreement) to provide Emergency Response Services, as defined in Section 1.01(b) of this Agreement. Contractor shall also maintain availability at all times without interruption of Contractor’s Emergency Operations Center (“EOC”) for consultation related to accidents directly involving Client’s flight department.

ERP Support ‐ In support of Client emergency response drills or exercises, Contractor activation of the Contractor’s Emergency Operations Center (“EOC”) as per the requirements within Client aviation Emergency Response Plan (“ERP”).

EMERGENCY RESPONSE SERVICES: In the event of an Accident, Contractor will provide the “Emergency Response Services” listed below pursuant to Section 1.01(b) of this Agreement.1 With the exception of the Contractor Advance Team Launch (as defined below), which will be provided automatically upon notification to Contractor of an Accident, all Emergency Response Services shall be provided pursuant to authorization by Client. Once Client has authorized Contractor to provide Family Assistance Services (as defined below), such Family Assistance Services will be provided at the request of Client. Emergency Response Services will be provided by the HELP Team. The HELP Team will initially be comprised of the Advance Team (as defined below); however, members of the HELP Team may be added, removed or replaced in the sole discretion of Contractor.

I. Advance Team Launch ‐ Upon notification of an Accident by Client, Contractor shall, by the most expeditious means possible, send a one or two‐person advance team (the “Advance Team”) to the Accident site location (the “Contractor Advance Team Launch”). Depending upon the location of the Accident, Contractor may choose from local (ILG) charter resources, Contractor’s charter account with Executive Jet Management, and/or available commercial transport. In the event that the Accident is later determined to be not of a magnitude that requires an immediate Contractor presence, then the Advance Team will return as soon as practical.

II. On‐site Investigative Consultation – Contractor will support Client’s participation in the Accident investigation and/or relations with external agencies, whether on‐site at or near the place of the Accident

III. Media Monitoring – Contractor will continually monitor and report back to Client on major and local news broadcasts, anywhere in the world where there is a satellite broadcasting capability, related to Client and the Accident. Contractor will also monitor Social media message trending and internet news related to Client and the Accident.

1 Due to current civil and governmental risks in Mexico and other parts of the world, some or all of the Emergency Response Services may not be provided in connection with Accidents occurring outside of the United States or Canada. Contractor will consult with Client to determine which Emergency Response Services will be available prior to the Contractor Advance Team Launch.

222402-1

IV. Call Volume Support – In the event that inbound call volume to Client is occurring in a capacity that exceeds the capability to respond to calls in a timely and professional manner, Contractor shall assist in overflow call support. In doing so Contractor will assist with call screening, and where appropriate can answer basic inquiries and forward calls as appropriate.

V. Crisis Public Relations Support and Consultation – Contractor shall work with Client’s public relations and legal departments or professionals as required/directed to assist in drafting media statements and related matters.

VI. Coordination Services – Contractor’s EOC specialists will coordinate with Federal response agencies and industry contacts to assist Client in focusing Client’s resources on demonstrating Client’s commitment to supporting victims and families, and publicly representing Client’s brand.

VII. Emergency Contact Services – After an Accident, Contractor’s HELP Team will support the individual or individuals to whom Client has delegated the responsibility to notify the emergency contacts of Client passengers and crew (the “Client Notification Team”) by notifying such emergency contacts of Client’s passengers and crew in cases where Client Notification Team cannot perform such notifications. The HELP team shall use the Contractor’s four‐phase process, as customized for Client.

VIII. Family Assistance Services– Upon request of the families of Accident victims (including survivors and fatalities), Contractor will assign members of the HELP Team to provide “Family Assistance Services” in‐person or telephonically, to such families of upon request of the families:

Assist with physiological and logistical needs;

Provide essential information;

Match stated informational, medical and other logistical needs with available resources;

Provide compassionate support throughout the process of victim medical treatment; and

Provide compassionate support throughout the process of victim recovery, identification, and the return of remains

In providing such Family Assistance Services, Contractor will use a process methodology generally established within the Federal Family Assistance Plan for Company accidents. Contractor will endeavor to provide such Family Assistance Services to each family from the time in which the family is initially notified of the Accident until the family returns home with the Accident victim, or until such time the Accident victim is returned home to them.

IX. Post Event Emotional Response and Support (PEERS/TSR) – Contractor will provide Client employees and Client ERP teams that responded to the Accident, or any other company human asset that expresses a need for debriefing services with counseling by Contractor’s clinical psychologist.


TAB 4


Media and Public Responses / Internal Email

Report of an Accident/Incident—Not Yet Confirmed • “We are in the process of investigating a report of an incident involving one of our aircraft.

There is no information available at this time. If the incident is confirmed, informational updates will be provided by CFM Public Affairs.”

Confirmation of an Accident/Incident

• “CFM confirms that an incident involving one of our aircraft has occurred, however, we are

unable to provide any details at this time. The CFM Public Affairs office will be providing periodic updates on the situation as information becomes available.”

or

• A CFM [AIRCRAFT TYPE] was involved in an accident at/near [AIRPORT, IF APPLICABLE] in [CITY, STATE] at approximately [TIME / TIMEZONE] today while en route to [ARRIVAL AIRPORT/CITY/STATE] from [DEPARTING AIRPORT/CITY/STATE]. CFM is in the process of collecting and confirming all related information. More information will be released as soon as it is available.

After Confirmation of an Accident/Incident

• “The focus of our efforts at this time is to attend to the needs of our passengers, crew and

their families, and work with the NTSB and local public safety officials to determine the cause and extent of the accident. The CFM Public Affairs office will be providing periodic updates on the situation as information becomes available.”

or

Continued Statements Next Page


TAB 4


Aircraft Accident with Fatalities and/or Injuries and Manifest Not Confirmed or

Incomplete It is with sincere sorrow that we have confirmed a CFM corporate aircraft, a [AIRCRAFT TYPE] has been involved in an accident [INCLUDE DETAILS WHERE RELEVANT]. The flight was en route from [DEPARTING AIRPORT] to [ARRIVING AIRPORT]. Sadly, we have received confirmation from the [SOURCE] that there were no survivors* in this accident. CFM is working aggressively to confirm all details related to our aircraft and our crew and passengers. ** As this process is being completed, we are also devoting all of our resources to assist the families that have been affected by this very difficult event. “On behalf of the entire CFM family, we are deeply saddened with today’s news. Our thoughts and prayers are with all of the family members and loved ones of the individuals involved in this tragedy.“ Specially-trained employee teams are working to assist those affected by this tragedy, and will continue to do so in the days and weeks ahead. CFM is also supporting the accident investigators in their difficult work. A CFM technical team was dispatched to work directly with the accident investigation authorities. Out of respect for our employees and their families, and for the integrity of the investigation, we will not release any names, nor will we speculate on the cause of this accident. The confidentiality and privacy of our employees and their families is paramount, and it is care and professionalism that forms the foundation of everything we do.” We will provide you with addition information as we are able. Thank you. * If there are survivors, amend “no survivors” to identify with x injuries, x fatalities

or

Continued Statements Next Page


TAB 4 Page:T4-3 10 July 14

Aircraft Accident with All Fatalities and Manifest Confirmed and Complete “On behalf of the entire CFM family, we are deeply saddened with today’s news. Our thoughts and prayers are with all of the family members and loved ones of the individuals involved in this tragedy.“ We are devoting all of our resources to assist the families that have been affected by this very difficult event, and specially-trained employee teams are working to assist them in the days and weeks ahead. CFM is also supporting the accident investigators in their difficult work. A CFM technical team was dispatched to work directly with the accident investigation authorities. The CFM [AIRCRAFT] departed from [AIRPORT/CITY/STATE] earlier today and was en route to [AIRPORT/CITY] carrying [NUMBER] passengers and [NUMBER] crewmembers when the accident occurred. The National Transportation Safety Board is leading a thorough investigation to determine the probable cause; and they have our complete support. We are deeply saddened by the loss of our [PASSENGERS/OWNERS/CREW (NOT NAMES)] and colleagues; and they will be greatly missed. We grieve for them and for all of the individuals involved. Out of respect for our employees and their families, and for the integrity of the investigation, we will not release any names, nor will we speculate on the cause of this tragedy. The confidentiality and privacy of our employees and their families is paramount, and it is care and professionalism that forms the foundation of everything we do.” CFM will continue to release information as we are able.

Internal Email/Statement Next Page

Internal Email -- Statement Today at approximately [TIME / TIME ZONE], a CFM [AIRCRAFT TYPE] was involved in an [briefly describe event] at/near [AIRPORT, IF APPLICABLE] in [CITY, STATE]. CFM can confirm that there were injuries/ CFM can confirm that there were no significant injuries/ reported among the [NUMBER] passengers and [NUMBER] crewmembers onboard. Our immediate concern is for the well being of our passengers, and crewmembers, and their families. We are dedicating all of our resources to their assistance, including CFM teams trained to provide a full range of support for each family. In addition, a CFM team of experts is being assembled and will be dispatched to the accident site to lend support to investigation All CFM employees are reminded that any release of information, including this message, or any commentary having to do with any occurrence within the company is strictly prohibited without prior authorization. In addition, do not contact any employees or employees’ families out of respect for their privacy and to allow for CFM notification and assistance activities to be completed. Please refer all media inquiries directly to the Media Relations Hotline, xxx-xxx-xxxx. More information will be distributed as it becomes available.


TAB 4


emergency operations manual - contour aviationintranet.flycfm.com/files/347/file/eom rev 25 (29 jan...

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