Emergency Response Manual Uncontrolled

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Manual
Emergency
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Response
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Manual
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Department:
Safety Services Department

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Document No. : PAA/SSD/M/002

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Classification : RESTRICTED
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Issue : 05
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Revision : 00
Issue Date : 12 October 2017
Revision Date :
Control No. :
1
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© 2017 PHILIPPINES AIRASIA INC. All rights reserved.
Information contained in this document is the property of Philippines AirAsia Inc. (PAA) and
is disclosed in confidence to PAA employees and authorized persons stated in the
Distribution List of this document.
No part of this publication may be reproduced, distributed, or transmitted in any form or by

any means, including photocopying, recording, or any other electronic or mechanical
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methods, without the express written permission of PAA, except in the case of non-
commercial uses permitted under copyrights law. The use of the information extracted from
this document for the purpose of developing promotional or educational materials
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(“Materials”) is allowed, provided that the Materials are developed by the document owner
in PAA or anyone authorized by the document owner in PAA.
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For permission requests, kindly write to the relevant Document Control Center, addressed
“Attention: PAA Document Control Center,” at the following address:
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Philippines AirAsia Inc.

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Bldg. 4 Unit 1, Salem Complex,
Domestic Road Pasay City

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1300, Philippines
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Authority: Director for Safety, Philippines AirAsia Inc. 2

Emergency Response Manual
Issue 05 Revision 00
12 October 2017
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Approval for
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Prepared by
<SIGNATURE NOT DISPLAYED>

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..........................................................................................
JOSE A. RAZON III
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Emergency Response Manager
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Certified/ Reviewed by
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..........................................................................................
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CAPT. JOHANSEN C. HERNANDEZ

Director for Safety
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Approved by

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CAPT. DEXTER M. COMENDADOR
Chief Executive Officer

Emergency Response Manual
Issue 05 Revision 00
12 October 2017
Approval for
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Concurred/Accepted by
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..................................................................................................
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CAPT. RICARDO T. MISA
Principal Operations Inspector
CIVIL AVIATION AUTHORITY OF THE PHILIPPINES
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Doc. No. PAA/SSD/M/002
Emergency Response Manual Date 12 Oct 2017

Preface Issue 05 Rev 00
LIST OF EFFECTIVE PAGES
A current List of Effective Pages shall be distributed to all copyholders with every revision to
ensure that the document control procedure is properly updated.
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The new pages are indicated by ‘N’ and the revised pages by ‘R’ on the left column.
PREFACE N 15 05 00 12 Oct 17
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Page No. Issue No. Rev. No. Date 16 05 00 12 Oct 17
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N Cover
05 00 12 Oct 17 N 17 05 00 12 Oct 17
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N Copyright
05 00 12 Oct 17O N 18 05 00 12 Oct 17
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N 2 05 00 12 Oct 17 N 20 05 00 12 Oct 17
N 3 05 00 12 Oct 17 N 21 05 00 12 Oct 17
N 4 05 00 12 Oct 17 N 22 05 00 12 Oct 17
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N 12 05 00 12 Oct 17 N 30 05 00 12 Oct 17
N 13 05 00 12 Oct 17 N 31 05 00 12 Oct 17
N 14 05 00 12 Oct 17 32 05 00 12 Oct 17
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Prepared by: Certified by: Approved by:

<SIGNATURE NOT DISPLAYED> <SIGNATURE NOT DISPLAYED> <SIGNATURE NOT DISPLAYED>
JOSE A. RAZON III CAPT. JOHANSEN C. HERNANDEZ

Emergency Response Manager Director for Safety CAPT. RICARDO T. MISA
Principal Operations Inspector
CAAP
Authority: Designation <HOD / Director>, AOC Official Name 3

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PREFACE N 47 05 00 12 Oct 17
Page No. Issue No. Rev. No. Date N 48 05 00 12 Oct 17
N 33 05 00 12 Oct 17 N 49 05 00 12 Oct 17
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JOSE A. RAZON III CAPT. JOHANSEN C. HERNANDEZ CAPT. RICARDO T. MISA

Emergency Response Manager Director for Safety Principal Operations Inspector
CAAP

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CHAPTER 1 : EMERGENCY/CRISIS N 1.6.2 05 00 12 Oct 17

MANAGEMENT
Page No. Issue No. Rev. No. Date N 1.7.1 05 00 12 Oct 17
N 1.0.1 05 00 12 Oct 17 N 1.7.2 05 00 12 Oct 17
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1.0.2 05 00 12 Oct 17 N 1.7.3 05 00 12 Oct 17
N 1.1.1 05 00 12 Oct 17 N 1.7.4 05 00 12 Oct 17
N 1.1.2 05 00 12 Oct 17 N 1.7.5 05 00 12 Oct 17
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N 1.1.3 05 00 12 Oct 17 N 1.7.6 05 00 12 Oct 17
N 1.2.1 05 00 12 Oct 17 N 1.8.1 05 00 12 Oct 17
N 1.2.2 05 00 12 Oct 17 N 1.9.1 05 00 12 Oct 17
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N 1.3.1 05 00 12 Oct 17 1.9.3 05 00 12 Oct 17

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N 1.4.1 05 00 12 Oct 17 N 1.10.1 05 00 12 Oct 17
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N 1.6.1 05 00 12 Oct 17 N 1.10.3 05 00 12 Oct 17

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CHAPTER 2 : INTRODUCTION N 2.8.1 05 00 12 Oct 17
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N 2.0.1 05 00 12 Oct 17 N 2.9.2 05 00 12 Oct 17
N 2.0.2 05 00 12 Oct 17 N 2.10.1 05 00 12 Oct 17
N 2.1.1 05 00 12 Oct 17 N 2.10.2 05 00 12 Oct 17
N 2.1.2 05 00 12 Oct 17 N 2.11.1 05 00 12 Oct 17
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N 2.2.1 05 00 12 Oct 17 N 2.12.1 05 00 12 Oct 17
N 2.3.1 05 00 12 Oct 17 N 2.12.2 05 00 12 Oct 17
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2.3.2
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N 2.6.1 05 00 12 Oct 17 N 2.12.7 05 00 12 Oct 17

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N 2.6.2 05 00 12 Oct 17 N 2.12.8 05 00 12 Oct 17
N 2.6.3 05 00 12 Oct 17 N 2.12.9 05 00 12 Oct 17

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N 2.7.1 05 00 12 Oct 17 N 2.12.10 05 00 12 Oct 17

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N 2.7.3 05 00 12 Oct 17 N 2.12.12 05 00 12 Oct 17

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CHAPTER 3 : THE EMERGENCY ORGANIZATION N 3.4.4 05 00 12 Oct 17
N 3.0.1 05 00 12 Oct 17 N 3.4.6 05 00 12 Oct 17
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N 3.0.2 05 00 12 Oct 17 N 3.5.1 05 00 12 Oct 17
N 3.1.1 05 00 12 Oct 17 N 3.5.2 05 00 12 Oct 17
3.1.2 05 00 12 Oct 17 N 3.5.3 05 00 12 Oct 17

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3.1.3 05 00 12 Oct 17
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3.2.1 05 00 12 Oct 17
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3.3.1 05 00 12 Oct 17
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3.3.2 05 00 12 Oct 17
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3.4.1 05 00 12 Oct 17
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CHAPTER 4 : EMERGENCY RESPONSE PLAN N 4.1.3 05 00 12 Oct 17
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N 4.0.1 05 00 12 Oct 17 N 4.1.5 05 00 12 Oct 17
N 4.0.2 05 00 12 Oct 17 N 4.2.1 05 00 12 Oct 17
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CHAPTER 5 : TASKS AND CHECKLISTS N 5.1.20 05 00 12 Oct 17
N 5.0.1 05 00 12 Oct 17 N 5.1.22 05 00 12 Oct 17
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N 5.0.2 05 00 12 Oct 17 N 5.1.23 05 00 12 Oct 17
N 5.1.1 05 00 12 Oct 17 N 5.1.24 05 00 12 Oct 17
N 5.1.2 05 00 12 Oct 17 N 5.1.25 05 00 12 Oct 17
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N 5.1.3 05 00 12 Oct 17 N 5.1.26 05 00 12 Oct 17
N 5.1.4 05 00 12 Oct 17 N 5.1.27 05 00 12 Oct 17
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N 5.1.6 05 00 12 Oct 17 N 5.1.29 05 00 12 Oct 17

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N 5.1.7 05 00 12 Oct 17 N 5.1.30 05 00 12 Oct 17
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N 5.1.9 05 00 12 Oct 17 N 5.1.32 05 00 12 Oct 17

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N 5.1.10 05 00 12 Oct 17 N 5.1.33 05 00 12 Oct 17
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N 5.1.49 05 00 12 Oct 17 N 5.2.2 05 00 12 Oct 17
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CHAPTER 6 : STANDARD OPERATING N 6.4.4 05 00 12 Oct 17

PROCEDURES ON DISEASE OUTBREAK
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N 6.0.1 05 00 12 Oct 17 N 6.5.2 05 00 12 Oct 17
N 6.0.2 05 00 12 Oct 17 N 6.6.1 05 00 12 Oct 17
N 6.1.1 05 00 12 Oct 17 N 6.6.2 05 00 12 Oct 17
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N 6.1.2 05 00 12 Oct 17 N 6.6.3 05 00 12 Oct 17
N 6.1.3 05 00 12 Oct 17 N 6.6.4 05 00 12 Oct 17
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N 6.3.1 05 00 12 Oct 17 N 6.8.1 05 00 12 Oct 17
N 6.3.2 05 00 12 Oct 17 N 6.8.2 05 00 12 Oct 17

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N 6.3.3 05 00 12 Oct 17 N 6.9.1 05 00 12 Oct 17
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MASTER INDEX
COVER PAGE
APPROVAL PAGE
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LIST OF EFFECTIVE PAGES
MASTER INDEX
TABLE OF CONTENTS
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REVISION HISTORY
RECORD OF REVISION
RECORD OF TEMPORARY REVISIONS

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DISTRIBUTION CONTROL LIST
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FOREWORD
MANUAL ADMINISTRATION AND CONTROL

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ACRONYMS AND ABBREVIATIONS
DEFINITION OF TERMS
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TABLE OF CONTENT
1.0 CHAPTER 1 – EMERGENCY / CRISIS MANAGEMENT POLICY

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1.1 Purpose
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1.1.1 Policy
1.1.2 Criteria Prerequisite
1.1.3 Laws and Regulation
1.2 Responsibility
1.2.1 Skills and Qualification of ER Manager
1.3 Objectives
1.4 Public Disclosure Policy

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1.5 Compliance
1.6 Safety Review Board
1.6.1 Accident of Wet Lease Aircraft
1.7 Alerting
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1.7.1 Policy, Deployment, Control, Coordination and Implementation
1.8 Response Plan for Aircraft Crash Outside 8km Radius
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1.9 Emergency Operation Center Equipment Listing
1.10 Business Continuity
1.10.1 Management Business Continuity Objectives

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1.10.2 Post Recovery Process
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2.0 CHAPTER 2 - Introduction
2.1 Care for Affected Passengers

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2.2 Dealing with Customers and Families

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2.3 Special Assistance Team
2.3.1 Volunteers
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2.3.2 SAT Kits

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2.3.3 SAT Deployment
2.3.4 Welfare of Crew Members and Staffs

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2.3.5 Travel Arrangement for Relatives and/or Next-of-Kin
2.3.6 Employment of Volunteers
2.3.7 Handling of Passengers/Crew Members’ Personal Effects
2.4 Handling of Hijacking
2.5 Handling of Bomb Threats
2.6 Training

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2.6.1 Training of Volunteers
2.6.2 Training of Managers
2.7 Accident Instruction
2.7.1 Definition of Accident
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2.7.2 Emergency Phases
2.7.3 Application
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2.7.4 Activation
2.7.5 Notification Details
2.7.2 Emergency Phases O

2.8 Incident Instruction
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2.8.1 Description
2.9 Definition of Accident
2.9.1 Serious Incident Air

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2.9.2 Serious Incident Ground

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2.9.3 Ongoing Incident
2.10 Organizations
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2.10.1 AirAsia Organization

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2.10.2 State Organization
2.11 Flow Chart

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2.12 Appendix
3.0 CHAPTER 3 – The Emergency Organization
3.1 PAA Emergency Response Plan
3.1.1 Emergency Response Plan
3.1.2 Call Out List

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3.2 Emergency Response Room
3.2.1 Room Lay Out
3.2.2 Room Location
3.2.3 Equipment’s Maintenance
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3.3 Emergency Operations Center
3.3.1 Room Lay Out
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3.3.2 Room Location
3.3.3 Equipment’s Maintenance
3.4 Functions of the ERC O

3.4.1 Family Assistance Care
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3.4.2 Passenger Manifest Reconciliation
3.4.3 GO Team
3.4.4 Emergency Response Provider

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3.4.5 Call Center

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3.4.6 Communications
3.4.7 Media Team

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3.5 Company Investigation Team

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3.5.1 Members
3.5.2 Equipment
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3.5.3 Aircraft Recovery Organization
3.5.4 Local Emergency Services
3.5.5 Special Assistance Coordinator
3.6 Emergency Facilities at the Airport
3.6.1 Local Emergency Coordinator
3.6.2 Passenger Reception Center/Survivor Reception Center

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3.6.3 Crew Reception Center
3.6.4 Friend and Relative Reception Center
3.6.5 Emergency Inquiry Desk
3.6.6 Press/Media Center
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3.6.7 Baggage Storage Area
3.6.8 Temporary Mortuary
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3.7 Local Functions
3.7.1 Initial Information
3.7.2 Initiating Officer O

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3.7.4 Humanitarian Support
3.7.5 Field Representative
3.7.6 Outstation
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4.0 CHAPTER 4 – Emergency Response Plan
4.1 Station Process and Activation

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4.1.1 AirAsia Emergency Response Plan

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4.1.2 Activation Procedure
4.2 ERC Responsibilities

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5.0 CHAPTER 5 – Task and Checklists
5.1 General Policy
5.1.1 Initiating Officer
5.1.3 Operations Control Center
5.1.4 ERC – Emergency Chairman

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5.1.5 ERC – Emergency Director
5.1.6 ERC – Communications
5.1.7 ERC – Chief Operations Officer
5.1.8 ERC – Special Assistance Coordinator
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5.1.9 ERC – Special Assistance Coordinator (Site)
5.1.10 ERC – Ground Operations
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5.1.11 ERC – People Department
5.1.12 ERC - Commercial
5.1.13 ERC – Flight Operations O

5.1.14 ERC – Maintenance and Engineering
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5.1.15 ERC – Safety and Quality
5.1.16 ERC – Quality AMO
5.1.17 ERC – Administration Team

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5.1.18 ERC – IT Manager

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5.1.19 ERC – Chief Financial Officer
5.1.20 ERC – Cabin Crew Manager

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5.1.21 ERC – Spokesperson

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5.1.22 ERC – Security
5.1.23 ERC – GO Team

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5.2 Templates
5.2.1 Template 1 Accident Briefing Report
5.2.2 Template 2 Communications
5.2.3 Template 3 GO Team List
5.2.4 Template 4 GO Team Essentials
5.2.5 Template 5 Incident Report Form

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5.2.6 Template 6 CAAP Notification Message
5.2.7 Template 7 Paper Log
5.2.8 Template 8 Finance Control Sheets (Cash Issued on Location)
5.2.9 Template 9 Finance Control Sheets (Cash Spent on Location)
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5.2.10 Template 10 Location Templates
5.2.11 Template 11 Documentation to be Stored in Safe Place
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5.2.12 Template 12 PAA Bases Hotels
5.2.13 Template 13 Passenger Details
5.2.14 Template 14 Emergency Hotlines

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6.0 CHAPTER 6 – Standard Operating Procedures on Disease Outbreak
6.1 Background
6.1.1 Identifying Suspects

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6.1.2 Internal Notification Process

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6.2 Pre-flight Handling Procedures
6.2.1 Exit Screening

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6.2.2 Procedures at the Check-in Counter

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6.2.3 Handling of Suspect at Department Lounge
6.2.4 Boarding
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6.3 In-flight Handling Procedures
6.3.1 In-flight Public Address
6.3.2 Pilot’s Notification to Health Authorities
6.3.3 Handling of Victims In-flight
6.3.4 Before Landing
6.3.5 Inventory Management of Health Safety Equipment

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6.4 Management of Suspects on Ground
6.4.1 Opening of Aircraft Door on Arrival
6.4.2 Disembarkation
6.5 Management of Aircraft
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6.5.1 Cabin Cleaning
6.5.2 Disinfecting
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6.5.3 Waste Disposal
6.5.4 Bird Strike Cleaning (Avian Influenza)
6.5.5 Maintenance HEPA Filters O

6.6 Follow-up Handling of Suspect Crew
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6.6.1 Screening
6.6.2 Health Monitoring
6.7 General Health Practice at Work Place

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6.7.1 Personal Hygiene

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6.7.2 Personal Protection
6.7.3 Office Environment

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6.8 Appendices
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6.8.1 Appendix 1 Flight Announcement for Infectious Disease
6.8.2 Appendix 2 Pilot-in-Command Notification to Air Traffic Control Sample

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6.8.3 Appendix 3 Aircraft Disinfection Report Form

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REVISION HISTORY
Revision History records the trail of revisions made to a manual, the reason the revisions are
made and the Process Change Request (PCR) submitted by the Process Owner for each
revision. Revision History is the responsibility of DCC to ensure all revisions are justified and
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documented in accordance to proper document control procedures.
Issue
Rev. No PCR No. Rev. Date Reason for Revision
No.
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To comply with CAAP
02 00 21 Nov 13
requirements
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02 01 13 Oct 14 legal EOC and enhance
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procedures
To amend the Company Name

03 00 05 Oct 15
and assign chief pilot for safety
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To update the members of the

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04 00 29 Jul 16 legal EOC and enhance

procedure
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05 00 PCR/SSD/M/002 12 Oct 17 IOSA Compliance

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RECORD OF REVISIONS
Revisions may be issued periodically to reflect changes in local procedures and regulatory
requirements. The revised pages will be mailed or otherwise made available to each
copyholder as listed in the Distribution Control List and the copyholder shall replace and insert
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the revised pages to the existing manual.
Revisions to this manual shall be the responsibility of the copyholder to ensure the manual
reflects the most recent changes. After inserting the revisions into the existing templates, the
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copyholder shall complete the Records of Revision below and sign the “Inserted By” column.
Retain this Records of Revision in the manual until it is officially replaced upon new issuance.
Issue No. Rev. No Rev. Date

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Insertion
Date
Inserted By
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02 00 21 Nov 13 01 Oct 13 Capt. S. A. Villanueva
02 01 13 Oct 14 13 Oct 14 Capt. S. A. Villanueva
03 00 15 Oct 15 15 Oct 15 Capt. S. A. Villanueva
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04 00 29 Jul 16 29 Jul 16 Capt. J.C. Hernandez

05 00 12 Oct 17 12 Oct 17 Capt. J.C. Hernandez
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RECORD OF TEMPORARY REVISIONS
Temporary Revisions are revisions that may be applicable only for a certain period of time
and do not change the contents of the manual and are printed on yellow paper. Temporary
Revisions may be issued at irregular intervals. Temporary Revisions will be mailed or
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otherwise made available to each copyholder as listed in the Distribution Control List and
the copyholder shall replace and insert the revised pages to the existing manual without
delay.
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It shall be the responsibility of the copyholder to ensure the manual reflects all Temporary
Revisions. After inserting the Temporary Revision to the existing manual, the copyholder
shall complete the Record of Temporary Revision below and sign the “Inserted By” column.
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Rev. Insertion
PCR No. Inserted By
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Date Date
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DISTRIBUTION CONTROL LIST
The Control Number in the Distribution Control List are defined with the following codes:
A = Aircraft, S = Station, P = Personnel, X = External
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Control
Holder Location Medium
No.
Philippines AirAsia Inc. Master Copy

Salem Complex, Pasay City Master Hard Copy
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( Head Office)
Civil Aviation Authority of the

Old MIA Road, Pasay City
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Philippines
Accountable Manager Salem Complex, Pasay City P001 Hard Copy

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Director for Safety Salem Complex, Pasay City P002 Hard Copy
Flight Safety Manager Salem Complex, Pasay City P003 Hard Copy
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Ground Safety Manager Salem Complex, Pasay City P004 Soft Copy
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SMS Manager Salem Complex, Pasay City P005 Soft Copy

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Emergency Response Manager Salem Complex, Pasay City P006 Hard Copy
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Maintenance and Engineering Safety

Salem Complex, Pasay City P007 Soft Copy
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Executive
Cabin Safety Manager Salem Complex, Pasay City P008 Soft Copy
Cabin Safety Executive Salem Complex, Pasay City P009 Soft Copy
Flight Safety Officer Salem Complex, Pasay City P010 Soft Copy

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Flight Data Analysis Salem Complex, Pasay City P011 Soft Copy
Ground Safety Officer Salem Complex, Pasay City P012 Soft Copy
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Safety Administrator Salem Complex, Pasay City P013 Soft Copy
SMS Technical Officer Salem Complex, Pasay City P014 Soft Copy
Director of Flight Operations Salem Complex, Pasay City P015 Hard Copy
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Chief Pilot for Operations Salem Complex, Pasay City P016 Hard Copy
Chief Pilot for Training and

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Salem Complex, Pasay City P017 Hard Copy
Standards
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Cabin Crew Manager Salem Complex, Pasay City P018 Hard Copy
Operations Control Manager Salem Complex, Pasay City P019 Hard Copy
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Head of Engineering Salem Complex, Pasay City P020 Hard Copy

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Maintenance Operations Manager Salem Complex, Pasay City P021 Soft Copy
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Engineering Support Manager Salem Complex, Pasay City P022 Soft Copy
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Materials and Purchasing Manager Salem Complex, Pasay City P023 Soft Copy
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Head of Ground Operations Salem Complex, Pasay City P024 Hard Copy
Ground Services Manager Salem Complex, Pasay City P025 Hard Copy
Ramp Manager Salem Complex, Pasay City P026 Hard Copy
Inflight Catering Manager Salem Complex, Pasay City P027 Soft Copy
Cargo Manager Salem Complex, Pasay City P028 Hard Copy

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Head of Security Salem Complex, Pasay City P029 Hard Copy
Security Manager Salem Complex, Pasay City P030 Soft Copy
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GSE Executive Salem Complex, Pasay City P031 Soft Copy
Building Maintenance Executive Salem Complex, Pasay City P032 Soft Copy
Security Executive for Operations Salem Complex, Pasay City P033 Soft Copy
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Chief Financial Officer Salem Complex, Pasay City P034 Hard Copy
Financial Controller
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Salem Complex, Pasay City P035 Soft Copy
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Head of Commercial Salem Complex, Pasay City P036 Hard Copy
Head of Regulatory Issues and

Salem Complex, Pasay City P037 Hard Copy
Infraction Development
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Quality Assurance Manager Salem Complex, Pasay City P038 Hard Copy
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Head of People Department Salem Complex, Pasay City P039 Hard Copy
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Head of Corporate Quality Salem Complex, Pasay City P040 Hard Copy
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Internal Audit Manager Salem Complex, Pasay City P041 Hard Copy
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Station Head – Busan (PUS) Busan South Korea S001 Hard Copy
Station Head – Cebu (CEB) Lapu-Lapu City, Cebu S002 Hard Copy
Station Head – Davao (DVO) Catitipan, Davao City S003 Hard Copy
Station Head – Hangzhou (HGH) Hangzhou, China S004 Hard Copy
Station Head – Hong Kong (HKG) Chek Lap Kok, Hong Kong S005 Hard Copy

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Station Head – Incheon (ICN) Incheon, South Korea S006 Hard Copy
Station Head – Kalibo (KLO) Kalibo, Aklan S007 Hard Copy
Station Head – Kota Kinabalu (BKI)
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Kota Kinabalu, Malaysia S008 Hard Copy
Station Head – Kuala Lumpur (KUL) Sepang, Malaysia S009 Hard Copy
Station Head – Macau (MFM) Macau, China S010 Hard Copy
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Station Head – Manila (MNL) Pasay City, NCR S011 Hard Copy
Station Head – Nanjing (NGK)

O Shanghai, China S012 Hard Copy
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Station Head – Puerto Princesa
Puerto Princesa, Palawan S013 Hard Copy
(PPS)
Station Head – Wenzhou (WNZ) Wenzhou, China S014 Hard Copy

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Station Head – Wuxi (WUX) Wuxi, China S015 Hard Copy

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Station Head – Iloilo (ILO) Sta. Barbara, Iloilo S016 Hard Copy
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Station Head – Clark (CRK) Clark, Pampanga S017 Hard Copy

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Station Head – Shanghai (PVG) Shanghai, China S018 Hard Copy

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Station Head – Tacloban (TAC) Tacloban City, Leyte S019 Hard Copy
Station Head – Tagbilaran (TAG) Tagbilaran City, Bohol S020 Hard Copy
Station Head – Jakarta (CGK) Jakarta, Indonesia S021 Hard Copy
Station Head – Bali (DPS) Bali Denpasar, Indonesia S022 Hard Copy
Station Head – Saigon (SGN) Saigon, Vietnam S023 Hard Copy

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Station Head – Taipei (TPE) Taipei, Taiwan S024 Hard Copy
Station Head – Caticlan (MPH) Caticlan, Malay Aklan S025 Hard Copy
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Cabin Crew Salem Complex, Pasay City P042 Soft Copy
Flight Deck Crew Salem Complex, Pasay City P043 Soft Copy
CAAP Principal Operations
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Old MIA Road, Pasay City X002 Hard Copy
Inspector
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FOREWORD
MANUAL PURPOSE
The Emergency Response Manual outlines basic guidelines and procedures to be followed
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in the event of an emergency encountered by the Company.
The ERM is intended to provide a basic framework within which prompt and consistent
response to the emergency can be formulated. It is to be used during emergencies to
coordinate all operations that are involved during the period.
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APPLICABILITY
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It also serves as a checklist for basic actions common to most emergencies. Further, this
manual covers only significant emergencies which warrant activation of the company’s
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Emergency Response Plan (ERP). Reference can be made to Flight Operations Policies and
Procedure Manual for other lesser emergencies not covered by this manual.
The manual should be reviewed regularly to retain familiarity with its contents. This should
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not be left until the time an emergency takes place.

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ERM RELATED MANUALS AND REFERENCES
All chapters of the ERM have been prepared in accordance with the provisions prescribed by
the following:
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a. Safety Management System Manual Issue 07 Rev 00
b. Philippine Integrated Disease Surveillance and Response 3rd Edition (DOH)
c. CAAP Latest series of PCAR Part 9 – Air Operator Certification and Administration
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and
d. CAAP Latest series of PCAR Part 13 – Accident and Incident Reporting and
Investigation. O
e. CAAP State Safety Program – March 2014.
f. PAA and AirAsia Group safety processes and practices.
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International rules and regulations as well as the applicable ICAO standards and
practices were integrated as far as they apply.
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The language used throughout the ERM is English.

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COMPANY PUBLICATION
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All information provided by PAA shall be treated as Company property and must not be
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allowed to be transferred to third parties without prior formal approval of PAA. The following
terms, when used throughout the ERM, shall have the meaning as defined below:
a. Shall, Will, Must or any other imperative verb. Indicates that the application of a rule,
procedure or provision is mandatory.
b. Should. Indicates that the application of a procedure or provision is recommended.
c. May, Can or Could. Means that the application of a procedure or provision is optional.
d. No person may or a person may not. Means that no person is required, authorized, or
permitted to do the act concerned.

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e. Approved. Means the CAAP has reviewed the method, procedure or policy in question
and issued a formal written approval.
f. Acceptable. Means the CAAP and/or PAA has reviewed the method, procedure or
policy and has neither objected to nor approved its proposed use or implementation.
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g. Prescribed. Means the CAAP and/or PAA has issued a written policy or methodology
which imposes either a mandatory requirement, if it states "shall", "will", "must" or an
action verb in the imperative sense, a recommended requirement if it states "should"
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or a discretionary requirement if it states "may".
h. Note. Used when an operating procedure, technique, etc. is considered essential to
be emphasized. O
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MANUAL CONTROL
The ERM is serially numbered and issued to specific individuals/stations by Document
Control Center according to distribution list as documented in this manual. Key members of
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the CMT shall be issued copies of this manual.

It is the responsibility of each manual recipient to keep the manual current at all times.
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Revisions must be entered into the manual immediately upon the receipt and they must be
recorded on the Record of Revisions of ERM.
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MANUAL ADMINISTRATION AND CONTROL
System of Amendments and Revision
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A. Manual User Responsibility
Manual Users shall be responsible to contact Director for Safety (DFS) at
paa_ssd@airasia.com, if any standard, policy, process or procedure in this manual is:
i.Found to be inadequate in fulfilling local regulatory requirements; or
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ii.Cannot be fulfilled for any reason or circumstances.
B. Manual Distribution
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Hard copies of the manual shall be distributed to the personnel stated in the manual’s
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Distribution List. Softcopies of the manual shall also be distributed to the recipients
mentioned in the distribution list via CD Copy or email.
N
Any requests to include additional recipients into the Distribution List must be made
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to the DCC. Change in distribution list due to additional copyholders will only be made
in subsequent revisions.
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N
C. Revisions
Amendments to this document can only be made by the document author or anyone
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authorized by the document owner. The amended and/or revised parts of this manual
shall be issued at least once a year following a review.
A list of amendment records will be maintained at the front of each manual. Revisions
are also issued periodically to cover non-urgent corrections, changes and/or addition
of new data. All revisions shall be accompanied with an updated LEP.
Upon revision, every change made to content of the document (except LEP) will be
marked with a black bold vertical line on the left side of the document. Changes made

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due to a typing error or any change in page numbering as a result of format changes
or new page additions shall not be considered as revisions. Editorial revisions, e.g.
spelling corrections, may have revision bar with no associated highlights.
Note: Refer to QSM 7.9.3 for Manual Revisions procedures and process
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D. List of Effective Pages (LEP)
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The Cover Page and Copyright Page must be included in the LEP as part of controlled
pages and shall be recorded as “Cover Page” and “Copyright Page” in the table since
it does not have a page number. O
Upon revision, the LEP must be revised to reflect the changes made in the manual.
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New pages are indicated by ‘N’ and the revised pages by ‘R’. The date stated in the
LEP for each page shall correspond to the date in the header of the said page.
N
For new issues, the date in the LEP column and page header shall be the Issue Date
(as stated in the cover page). Once a page is revised, the date in the specific header
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and corresponding LEP row shall be the Last Revision Date.

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Effective date for the new and revised pages shall be effective on the date of the
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Regulator approved the Manual

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E. Manual Control
To control distribution, hardcopy manuals are numbered and registered in the
Document Control Center (DCC) Library. The DCC Library maintains up-to-date list
of manual holders together with their control number, name and designation as
appropriate.
F. Uncontrolled Copy
Downloaded softcopy or hardcopies printed for training purposes are uncontrolled
copies hence shall not be used as reference to perform actual operations. Manuals

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printed for training purposes shall be marked with the statement “Uncontrolled Copy”.
For “training purposes only” on each page.
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G. Handwritten Amendments
Handwritten amendments shall not be used throughout the manual, except for
amendments made by a copyholder in the Record of Temporary Revisions and
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Record of Revisions pages to record insertions made into the document. The Date,
Issue Number and Revision Number in the header of the Record of Temporary
Revisions and Record of Revisions pages shall also remain the same until a new
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issuance is made.
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H. Pagination
This manual was developed using font Arial size 12 on paper size A4 (210 x 297
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mm).
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Page layout:
Top 0.5 inch / 1.27 cm
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Bottom 0.5 inch / 1.27 cm

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Left 0.5 inch / 1.27 cm

Right 0.5 inch / 1.27 cm
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Gutter (Left) 0.25 inch / 0.64 cm
Each page shall contain:

(4)
(2)
a. Header

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Doc. No. AOC/DEP/M/001

Manual Title Date 01 Jan 17 (5)
Chapter Title
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Issue 01 Rev 00 (7)
Chapter 1
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(1) (6)
(3)
1. Company Logo
2. Manual Title O
3. Chapter Title
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4. Document Number
5. Date
- For new issues, the date shall be the Issue Date
- If the page has been revised, the date will be changed to the Last Revision
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Date
6. Chapter Number
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7. Issue Number and Revision Number

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b. Footer
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Authority: <Designation of Document Approver>, <AOC Official Name> <Page

Number>
(1) (2)
1. Authority
2. Page Number
- Each new sub-chapter starts at Page 1

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- Page 1 for the Preface chapter shall start at the Approval Page.
- Other pages starting Chapter 1 shall use the following format:
< <Subchapter number> <dot> <Page number>
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Example: <12.1>< dot ><2>
= 12.1.2
= Page two (2) of sub chapter 12.2
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I. Filing Instructions O
a. Remove and Return
The page must be removed and returned to DCC for disposal. It may be
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replaced by a new page if associated with an INSERT instruction from the
Transmittal Letter. If not, the page is cancelled.
b. Insert
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The page must be inserted. If not associated with a REMOVE instruction from
the Transmittal Letter, the page is new and does not replace an existing one.
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J. Manual Replacement
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A replacement copy may be requested if the current copy is damaged, missing or

deemed unusable or illegible by the Manual Holder. Replacement may also be done
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for specific parts of the manual if only certain pages of the manual are found
damaged, missing, unusable or illegible. Any requests for replacement must be made
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to the DCC.
K. Obsolete Document
Obsolete versions of this document shall be marked with the word “OBSOLETE” on
each page.

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ACRONYMS AND ABBREVIATIONS
The acronyms and abbreviations could be found throughout the ERM. Some abbreviations
may also appear in lowercase letters. Acronyms and abbreviations having very limited use
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are explained in the chapter where they are used.
Abbreviation Full Term
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A/C Aircraft
AAIIB Aircraft Accident Investigation and Inquiry Board

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ACARS Aircraft Communications Addressing and Reporting System
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Code word used by Civil Aviation organizations to designate alert

ALERFA phase
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AEP Airport Emergency Plan

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AERP Airport Emergency Reference Point

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AI Avian Influenza
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AMO Approved Maintenance Organization

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AOC Airport Operations Center/ Air Operator Certificate
ARC Aircraft Recovery Coordinator
ARO Aircraft Recovery Organization
ATA Actual Time of Arrival

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ATD Actual Time of Departure
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ATC Air Traffic Control
AvSec Aviation Security
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BCM Business Continuity Management
CAAP
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Civil Aviation Authority of the Philippines
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CAB Civil Aeronautics Board
CAMO Continuing Airworthiness Management Organization

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CC Call Center
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CCD Cabin Crew Department

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CEB Cebu
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CEO Chief Executive Officer

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CIAC Clark International Airport Corporation
CIT Company Investigation Team
CMT Crisis Management Team
CNN Cable News Network

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COA Chief Operations Adviser
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COO Chief Operations Officer
Corp Qual Coporate Quality
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CRM Crew Resource Management
CTO Charter/Tour Operator O

CVR Cockpit Voice Recorder
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DCC Document Control Center
DCS Departure Check-in System

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DFDR Digital Flight Data Recorder

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DFO Director of Flight Operations

C
DFS Director for Safety

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DG Dangerous Goods
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DOTC Department of Transportations and Communications
DSWD Department of Social Welfare and Development
EC Emergency Chairman
ED Emergency Director
e.g. Exempli Gratia (for example)

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e.i. Id Est. (That Is)
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EOC Emergency Operations Center
ER Emergency Response
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ERC Emergency Response Committee
ERM Emergency Response Manual/Manager
ERP
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Emergency Response Plan
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EU European Union
FAC Family Assistance Center

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FLOPS Flight Operations

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FO First Officer
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FRRC Friends and Relatives Reception Center
GERM Group Emergency Response Manual

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GMT Greenwich Mean Time

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GSA Guest Services Agent
GROPS Ground Operations
HEPA Filter High Efficiency Particulate Air
HQ Headquarters
IATA International Air Transport Association

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ICT Information and Communication Technology
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INO Initiating Officer
IOSA IATA Operational Safety Audit
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IT Information Technology
KLO Kalibo
KUL Kuala Lumpur

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LDM Loading Distribution Message
LECC Local Emergency Coordination Center

N
LECO Local Emergency Coordinator

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LEP List of Effective Pages

C
LIR Loading Instruction Report
LT Local Time
N
LTFRB Land Transportation Franchising and Regulatory Board

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LTO Land Transportation Office
LRTA Light Rail Transit Authority
M&E Maintenance and Engineering
MARINA Maritime Industry Authority
MBCO Management Business Continuity Objectives

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MCIAA Mactan-Cebu International Airport
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MEL Minimum Equipment List
MIAA Manila International Airport Authority
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MM Metro Manila
MNL Manila
MRT Metro Rail Transit

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NBI National Bureau of Investigation
NOTAM Notice to Airmen

N
NOTOC Notice to Captain

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OCC Operations Control Center

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OTS Office for Transportation Security

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PAA Philippines AirAsia

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PCAR Philippine Civil Aviation Regulation
PD People Department
PNL Passenger Name List
PNR Philippine National Railroad

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POB Persons on Board
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PPE Personal Protective Equipment
PPS Puerto Prinsesa
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QA Quality Assurance
SAC
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Special Assistance Coordinator
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SAT Special Assistance Team
SAT Phone Satellite Phone

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SCC Senior Cabin Crew

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SD Safety Director
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SDR Single Drawing Rights

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SEP Safety Emergency Procedures

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SERM Station Emergency Response Manual
SMS Safety Management System
SOP Standard Operating Procedures
SRC Survivor Reception Center

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SSD Safety Services Department
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STA Standard Time of Arrival
STAR Tollway Southern Tagalog Arterial Road Tollway
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STD Standard Time of Departure
STOC
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Station Tactical Operations Center
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TV Television
UTC Universal Time Coordinated

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VIP Very Important Person

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WLO Wet Lease Operations

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WHO World Health Organization

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DEFINITION OF TERMS
Accident
Means an occurrence associated with the operation of an aircraft which, in the case of a
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manned aircraft, takes place between the time any person boards the aircraft with the
intention of flight until such time as all such persons have disembarked, or in the case of
flight until such time it comes to rest at the end of the flight and the primary propulsion
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system is shut down, in which:
a. A person is fatally or seriously injured as a result of:

i.
ii.
Being in the aircraft.
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Direct contact with any part of the aircraft, including parts which have become
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detached from the aircraft.
iii. Direct exposure to jet blast, except where the injuries arise from natural
iv. Causes, self-inflicted or inflicted by other persons, or where the person injured
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is a stowaway hiding outside the areas normally available to the passengers and
crew.
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b. The aircraft sustains damage or structural failure which:

i. Adversely affects the structural strength, performance or flight characteristics of
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the aircraft
ii. Would normally require major repair or replacement of the affected component,
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except for engine failure or damage, when the damage is limited to a single
engine, (including its cowlings or accessories), to propellers, wing tips, antennas,
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probes, vanes, tires, brakes, wheels, fairings, panels, landing gear doors,
windscreens, the aircraft skin (such as small dents or puncture holes), for minor
damages to main rotor blades, landing gear, and those resulting from hail or bird
strike (including holes in the radome).
c. The aircraft is missing or is completely inaccessible

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Accident
NOTE 1: For statistical uniformity only, an injury resulting in death within thirty days of
the date of the accident is classified by ICAO, as a fatal injury.
NOTE 2: An aircraft is considered to be missing when the official search has been
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terminated and the wreckage has not been located.
NOTE 3: The type of unmanned aircraft system to be considered for investigation is
only those with a design and/or operational approval.
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NOTE4: The guidance for the determination of aircraft damage as accident is found in
Attachment G of Annex 13 to the Convention on International Civil Aviation,
Tenth Edition July 2010. O
Accountable Manager
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Account manager is used throughout the ER Manual, same definition as accountable
executive as defined in ICAO SMM Doc. 9859. A single, identifiable person having
responsibility for the effective and efficient performance of the of the PAA’s ERM.
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Analysis
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The conversion of data into information, to identify measures that predict safety related
problems to allow risk- management decision making, by the identification of trends,
C
deficiencies and root causes. This involves the processes of identifying a question or issue
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to be addressed, modeling the issue, investigating model results, interpreting the results,
and possibly making a recommendation. Analysis typically involves using scientific or
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mathematical methods for evaluation.
Assessment
The process of measuring or judging the value or level of something.

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Avian Flu
A highly contagious viral disease with up to 100 percent mortality in domestic fowl cause
by influenza A virus subtypes H5 and H7. All types of birds are susceptible to the virus, but
outbreaks occur most often in chickens and turkeys. The infection may be brought by
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migratory wild birds which can carry the virus, but show no signs of disease. Humans are
only rarely affected. Also known as fowl plague, avian flu, and bird flu.
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Bomb Threat
Is a threat usually verbal or written, to detonate an explosive or incendiary device to cause
property damage, death, or injuries, whether or not such a device actually exists. Criminal
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statutes typically dictate severe penalties.
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Bird Strike
Sometimes called bird ingestion, bird hit, bird aircraft strike hazard is a collision between
an airborne animal and a manmade vehicle, especially an aircraft. The term is also used
N
for bird deaths resulting from collisions with structures such as power lines, towers and
wind turbines.
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Contributing Factor
C
Actions, omissions, events, conditions, or a combination thereof, which, if eliminated,

N
avoided or absent, would have reduces the probability of the accident or incident occurring,
or mitigated the severity of the consequences of the accident or incident. The identification
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of contributing factors does not imply the assignment of fault or the determination of
administrative, civil or criminal liability. (as per Memorandum Circular No. 18-15, series of
2015).
Dark Site
Is a pre-made, non-visible web site that is activated when a crisis or emergency occurs.
This site stores written-in-advance information, as the specific details of the event are
added immediately before the site is activated.

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Disease Outbreak
Is the occurrence of cases of disease in excess of what would normally be expected ina
defined community, geographical area or season. An outbreak may occur in a restricted
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geographical area, or may extend over several countries. It may last for a few days or
weeks, or for several years.
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Documentation
Information or meaningful data and its supporting medium (e.g., paper, electronic, etc.).
In this context, documentation is different from records because documentation is the
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written description of policies, processes, procedures, objectives, requirements,
authorities, responsibilities, or work instructions; whereas records are the evidence of
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results achieved or activities performed.
Emergency
N
A situation that poses an immediate risk to health, life, property, or environment. Most
emergencies require urgent intervention to prevent a worsening of the situation, although
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in some situation, mitigation may not be possible and agencies may only be able to offer
palliative care for the aftermath.
C
N
Emergency Response
It is an effort to mitigate the impact of an incident on the public and the environment. A
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large or complex incident will require the cooperation of several agencies, and is likely to
be among them.
Forensic
Relating to of denoting the application of scientific methods and techniques to the
investigation of crime.

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Function
A function consists of specific or discreet actions required by a system to achieve an
objective (e.g. An operation that a system must perform in order to accomplish its
mission, such as a maintenance action required to restore a system to operation). Such
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actions may be accomplished through the use of equipment, personnel, facilities,
firmware, software or a combination thereof. In a broader sense, the term function refers
to what is expected to be incorporated into each system rather than how the system
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accomplishes its objective. This makes for a more performance-based system and
allows for a broad range of techniques to be used to accomplish the performance
objectives. This, in turn, maximizes scalability while preserving standardization of results
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across the aviation organization communities
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Hazard
A condition or an object with the potential to cause death, injuries to personnel, damage to
equipment or structures, loss of material, or reduction of the ability to perform a prescribed
N
function. For the purpose of aviation safety risk management, the term hazard should be
focused on those conditions which could cause or contribute to unsafe operation of aircraft
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or aviation safety-related equipment, products and services.

C
HEPA Filter
N
High Efficiency particulate air (HEPA), originally called high-efficiency particulate

absorber but also sometimes called high-efficiency particulate arresting or high-efficiency
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particulate arrestance, is a type of air filter.
Hijacking
An occasion when someone illegally takes control of a vehicle, especially an airplane,
using violence or threats.

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Incident
An occurrence, other than an accident, associated with the operation of an aircraft which
affects or could affect the safety of such operation.
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NOTE 1: The Mandatory Reportable Incidents are listed in IS 13.175-1, 2, and 3.
NOTE 2: The types of incidents which are of main interest to the ICAO for accident
prevention studies are listed in IS 13.030. (List of Examples of Serious
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Incidents).
Lesson Learned
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Knowledge or understanding gained by experience, which may be positive, such as a
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successful test or mission, or negative, such as a mishap or failure. Lessons learned
should be developed from information obtained from inside and outside of the
organization and/or industry
N
Likelihood
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The estimated probability or frequency, in quantitative or qualitative terms, of an occurrence

related to the hazard (see also safety risk probability)
C
N
Line Management
The management structure that operates (line managers, controls, supervisors, etc.) the
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operational activities and processes of the aviation system.
Management of Change (MOC)

A formal process to manage changes within an organization in a systematic manner, so
that changes which may impact identified hazards and risk mitigation strategies are
accounted for, before the implementation of such changes.

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Mortuary
Is used for the storage of human corpses awaiting identification or removal for autopsy of
disposal by burial, cremation or other method. In modern times, corpses have customarily
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been refrigerated to delay composition.
Objective
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The desired state or performance target of a process. Usually it is the final state of a
process and contains the results and outputs used to obtain the desired state or
performance target O
Operational Personnel
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Personnel involved in aviation activities who are in a position to report safety information.
N
NOTE : Such personnel include, but are not limited to: flight crews; air traffic
controllers; aeronautical station operators; maintenance technicians;
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personnel of aircraft design and manufacturing organizations; cabin crews;

flight dispatchers, apron personnel and ground handling personnel.
C
N
Organization / Company
Within the context of this document, the term organization or company refers to
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Philippines AirAsia (PAA), Inc.
Procedure
Specified ways to carry out operational activities that translate the what (objectives) into
how (practical activities).
Process
A set of interrelated or interacting activities that transform inputs into outputs.

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Product and/or Service Provider

Includes certificated and non-certificated aviation organizations, aviation product and/or
service providers, Original Equipment Manufacturer (OEM), airlines or air-carriers,
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maintenance repair organizations, approved training organizations, etc., that are
exposed to safety risks during the provision of their products, services and organizations
responsible for type design and/or manufacture of aircraft.
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Psychosocial
For a concept to be psychosocial means it relates to one’s psychosocial development in,
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and interaction with, a social environment. The individual needs not be fully awre of this
relationship with her or his environment.
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Root cause
Means actions, omissions, events, conditions, or a combination thereof, which led to the
N
accident or incident. The identification of causes does not imply the assignment of fault or
the determination of administrative, civil or criminal liability.
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Safety
C
Within the context of aviation, safety is “the state in which the possibility of harm to persons
N
or of property damage is reduced to, and maintained at or below, an acceptable level

through a continuing process of hazard identification and safety risk management.” It is
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also a state, in which risks associated with aviation activities, related to, or in direct support
of the operation of aircraft, are reduced and controlled to an acceptable level.
Safety Culture
Encompasses the commonly held perceptions and beliefs of an organization’s members
pertaining to the public’s safety and can be a determinant of the behaviour of the members.
A healthy safety culture relies on a high degree of trust and respect between personnel and

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management and must therefore be created and supported at the senior management
level.
Safety Objective
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A goal or desirable outcome related to safety generally based on the organization’s
safety policy, and specified for relevant functions and levels in the organization. Safety
objectives are typically measurable.
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Safety Officer
A person in charge of identifying the safety issues, proposing solutions, participating in the
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implementation of the solutions, and monitoring the effectiveness of the solutions and who
support the safety manager or executive in liaising with line managers and their delegates.
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Senior Management
The person or group of people who direct and control an organization, “person or group
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of people who directs and controls an organization at the highest level.” Top
management translates the policy into goals, objectives and strategies, and projects a
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shared-vision of the future. Top management makes decisions that affect everyone in
the organization, and is held entirely responsible for the success or failure of the
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enterprise. In PAA, this refers to the Directors, Head of Departments, Post Holders, Chief
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Pilots/Engineers, etc.
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Serious Incident
An incident involving circumstances indicating that there was a high probability of an
accident and is associated with the operation of an aircraft which, in the case of a
manned aircraft, takes place between the time any person boards the aircraft with the
intention of flight until such time as all such persons have disembarked, or in the case of
an unmanned aircraft, takes place between the time the aircraft is ready to move with the
purpose of flight until such time it comes to rest at the end of the flight and the primary
propulsion system is shut down.

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NOTE 1: The difference between an accident and a serious incident lies only in the
result.
NOTE 2: The types of incidents which are of main interest to the ICAO for accident
prevention studies are listed in ICAO Appendix 4. (List of Examples of Serious
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Incidents).
Serious Injury
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In relation to a person, an injury which is sustained by a person
in an accident and which:
a. Requires hospitalization for a period of more than 48 hours, commencing within 7
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days from the date the injury was received.
b. Results in a fracture of any bone (except simple fracture of fingers, toes or the
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nose).
c. Involves lacerations which cause severe hemorrhage, nerve, and muscle or
tendon damage.
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d. Involves injury to any internal organ.

e. Involves second or third degree burns or any burns affecting more than 5% of the
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surface of the body.

f. Involves verified exposure to infectious substances or injurious radiation.
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State Safety Program (SSP)

An integrated set of regulations and activities aimed at improving safety. (as per
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Memorandum Circular No. 18-15, series of 2015)
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.
NOTE: Engine failure or damage limited to an engine if only one engine fails or is
damaged, bent failings or cowling, dented skin, small punctured holes in the

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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 manual.
Violation
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A deliberate act of willful misconduct or omission resulting in a deviation from established
regulations, procedures, norms or practices. Violations of this type can be categorized as
follows:
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a. Situational violations are committed in response to factors experienced in a specific
context, such as time pressure or high workload.
b. Routine violations become the normal way of doing business within a work group.
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Such violations are committed in response to situations in which compliance with
established procedures makes task completion difficult. This may be due to
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practicality/workability issues, deficiencies in human technology interface design
and other issues that cause persons to adopt “workaround” procedures, which
eventually become routine. These deviations, referred to as “drift”, may continue
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without consequence, but over time they may become frequent and result in
potentially severe consequences. In some cases routine violations are well
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grounded and may result in the incorporation of the routine violation as an accepted
procedure after a proper safety assessment has been conducted and it is shown
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that safety is not compromised.

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c. Organizationally induced violations may be considered as an extension of routine

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violations. This type of violation tends to occur when an organization attempts to

meet increased output demands by ignoring or stretching its safety defenses.

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Emergency / Crisis Management Policy Issue 05 Rev 00
Chapter 1
TABLE OF CONTENTS
1.0 CHAPTER 1 – EMERGENCY / CRISIS MANAGEMENT POLICY ............................ 1.1.1

1.1 Purpose ..................................................................................................................... 1.1.1
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1.1.1 Policy .............................................................................................................. 1.1.2
1.1.2 Criteria Prerequisite ........................................................................................ 1.1.3
1.1.3 Laws and Regulations ..................................................................................... 1.1.3
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1.2 Responsibility ............................................................................................................. 1.2.1
1.2.1 Skills and Qualifications of Emergency Response Manager ........................... 1.2.3
1.3 Objectives .................................................................................................................. 1.3.1
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1.4 Public Disclosure Policy ............................................................................................. 1.4.1
1.5 Compliance ................................................................................................................ 1.5.1
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1.6 Applicability (To include Non-Aircraft Emergency) ..................................................... 1.6.1
1.6.1 Accident of Wet Lease Aircrafts ...................................................................... 1.6.2
1.7 Alerting....................................................................................................................... 1.7.1
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1.7.1 Policy, Deployment, Control, Coordination and Implementation ..................... 1.7.1

1.8 Response Plan for Aircraft Crash Outside 8 km Radius of AERP and / or in a
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Remote Area or at Sea (PCAR 8.5.1.10) ................................................................... 1.8.1

1.9 Emergency Operations Center .................................................................................. 1.9.1
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1.9.1 EOC Equipment Listing ................................................................................... 1.9.2

1.9.2 Equipment Maintenance ................................................................................. 1.9.3
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1.10 Business Continuity ................................................................................................. 1.10.1

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1.10.1 Management Business Continuity Objectives (MBCO) ................................. 1.10.1

1.10.2 Post Recovery Process ................................................................................. 1.10.2
Authority: Director for Safety, Philippines AirAsia Inc. 1.0.1

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Chapter 1
1.0 CHAPTER 1 – EMERGENCY / CRISIS MANAGEMENT POLICY
1.1 Purpose
PAA Emergency Response Plan (ERP) is for the central management and coordination of
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all activities, should it be necessary to respond to a major aircraft accident or other types of
adverse events that result in fatalities, serious injuries, considerable damage and/or
significant disruption of operations.
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The purpose of the Emergency Response Manual (ERM) is to manage, coordinate and
control any major or minor situations that threaten the company’s interest and at the same
time to continue with our normal operation with very minimum disruption to services.
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The manual also provides roles, responsibilities, procedures, forms and other guidelines for
development of checklists by the various response units to ensure proper handling of the
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situation and to promote good coordination system in the response effort.
The ultimate goal is to help control and prevent panic among staff for effective response
and to reduce the negative impact of the crisis on our passengers and our operations.
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Chapter 1
1.1.1 Policy
In the event of an accident involving PAA aircraft, or any aircraft operating on behalf of
AirAsia Group, or in an incident concerning AirAsia, the aim will be to:
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a. Ensure welfare for passengers, crew and staff involved.
b. Cooperate closely with the authorities concerned to save human life and assist all
persons and organizations directly involved.
c. Release accurate information as promptly as possible to the next of kin, other parties
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involved and news media.
d. Cooperate fully with the authorities concerned in establishing the cause of the
e.
occurrence.
Ensure preservation of evidence.
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f. Comply with our remaining obligations to the passengers and employees.
g. Limit the economic consequences and allow company business to continue as usual.
h. Ensure preservation of corporate image and continued daily operation.
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However, an emergency can occur at any time. The professional handling of an emergency
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is vital in maintaining the public’s confidence in AirAsia. This Plan has been designed to
mobilize and guide the AirAsia´s personnel in the event of an aircraft incident or accident
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and other possible crisis situations.

The aim of this plan is to declare AirAsia’s commitments, policies and procedures in
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responding to an emergency. These commitments, policies and procedures are intended to

ensure that AirAsia offers the highest levels of care for survivors and families of affected
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passengers.
It is essential that all personnel involved in the response to an emergency are fully aware of
the procedures that are to be followed. Each member of the emergency response
organization has to be familiar with the overall emergency organization and be completely
aware of her/his duties and responsibilities. This awareness can only be maintained
through adherence to this plan.

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Chapter 1
1.1.2 Criteria Prerequisite
a. To ensure vital information is communicated to authorities, corporate management,

operational and the local community whenever the ERP is activated, whether for an
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actual event or for a rehearsal.
b. If recommendations for corrective action or other changes result from activation of
the plan, a de-briefing will be conducted to relevant internal and external entities to
ensure awareness and considerations of such recommendations.
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1.1.3 Laws and Regulations
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The following are intended to provide an overview about international laws and regulations
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concerning a carrier’s response to an emergency situation.
Table 1-1. Applicable Laws and Regulation

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Country Law and Regulation

Philippines Civil Aviation Regulation Part 13
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International ICAO Doc 9973 Manual on Assistance to Aircraft Accident Victims and their
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Families.
ICAO Doc 9998 ICAO Policy on Assistance to Aircraft Accident Victims and
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their Families.
European Regulation EU 996/2010 of the European Parliament and of the Council of
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Union (EU) 20 October 2010 on the investigation and prevention of accidents and
incidents in civil aviation and repealing Directive 94/56/EC.

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Chapter 1
1.2 Responsibility
It is essential that all personnel involved in the response to an emergency are fully aware of
the procedures that are to be followed. IT IS THE RESPONSIBILITY OF THE COMPANY
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DIRECTORS to ensure that they keep their staff up to date and that their own internal
procedures or check lists are conveniently set up.
Twice a year, Directors and Managers should ensure that they test their own department’s
ability to perform the procedures required, as published in this manual. Emergency
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Response Manager together with the Safety Services Department is available for guidance
and training support. Minutes of the tests should be sent to the Emergency Response
Manager in order to keep records up to date.
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The Emergency Response Manager reports to the Accountable Manager. The Emergency
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Response Manager is the designated manager with appropriate qualification and authority
to manage and responsible for the development, implementation and maintenance of PAA
ERP.
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The office of the Emergency Response Manager is responsible for the creation, updating
and distribution of this plan which will be reviewed as a total revision at least once a year -
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after emergency response exercises or when specific changes are required.

Suggestions and contributions to improve the contents of the plan are appreciated. In the
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same way, any discrepancies or mistakes should be also reported.

Duties and responsibilities of the Emergency Response Manager (ERM):
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a. Assist Director for Safety in developing and maintaining contacts with authorities,
organizations and other airlines necessary to ensure Emergency Response Plan
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(ERP) are in compliance with legislative requirements.

b. Ensure the availability of an efficient EOC callout system for emergency use.
c. In liaison with respective station, practice the callout at semi-annual intervals
ensuring existing number in the ERP is current and updated.
d. Carry-out the implementation and maintenance of PAA ERP and ensure company
ERP procedures, checklists and forms are in place.
e. Carry out amendments to the Emergency Response Manual (ERM) and vetting for
approvals.

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Chapter 1
f. Carry out ERP training for new staff, ERC members, station manager and station
response teams as per training schedule.
g. Carry out yearly audits and table top exercises, as and when required with Station
Managers, Handling Agents and volunteers to test company ERP and ensure
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compliance with state local AEP.
h. Ensures that all AEP are coordinated with over-all corporate ERP.
i. Participate in drills associated with testing, training and rehearsing of ERP
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associated with aircraft crash practice and other emergency drills organized by the
state airport and police authorities.
j. Ensure availability of a pre-planned arrangement for setting up supporting a Station
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Coordination Center i.e.
i. Personnel
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ii. Equipment, Communications, checklist etc.
iii. Transport
iv. Human requirements – food, drinks etc.
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v. Passes and permits/ID.

vi. Relevant pre liaison with Red Cross/Crescent, airport authority etc.
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vii. Care of Emergency / Crisis victims (humanitarian, financial, accommodation,

information, travel etc.)
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k. Compile a report / detailed debriefing/ critique of lessons learned after every drill /
test / exercise or actual crisis.
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l. Provide for the immediate care and assistance of all crew on the flight involved and
their families.
m. Serve as liaison between company, crew and their families and arrange for their
welfare and care.
n. Ensure log keeping and information board duties and manage in-coming and out-
going accident information.

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Chapter 1
1.2.1 Skills and Qualifications of Emergency Response Manager

a. Knowledge of the internal organization of the Company.
b. At least 3 years of experience in Airline Operations, development, training, etc.
c. Document management and administration skills
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1.3 Objectives
ERM provides the procedures to ensure that emergency response plan provides action for
the following situations.
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a. A transition from normal to emergency operations
b. A return to normal operations
c. Coordination with all relevant and external organizations during the course of ERP
execution.
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The ERM procedures provide for the initial response and subsequent action for any of the
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aforesaid emergencies/crisis within the company’s operating network and include actions
as follows:
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a. Initiate assessment of any threat/emergency and recommend proper level of
response.
b. Provide arrangement for efficient coordination of internal resources.
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c. Implement liaison arrangement with all external agencies during an emergency.

d. Establish and implement public information / media relations.
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e. Implement plan activation arrangement.

f. Establish staffing and maintain Station Coordination Centre reporting to EOC.
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g. Organize internal and contracted external agencies to meet the various needs of an
emergency. (e.g. Fire Department, Police, Ambulance, Insurance Companies etc.)
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h. If a station is involved the said procedures must be effectively co-coordinated with

the appropriate handling agents towards implementation.
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Chapter 1
1.4 Public Disclosure Policy
Basic Rules
The following basic rules are compulsory for every AirAsia employee, in case that an
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incident, accident or an emergency arose:
a. NEVER discuss in public.
b. NEVER express any opinion.
c. NEVER admit any liability.
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To safeguard and protect the company against any kind of litigation and legal action with
regards to emergency events:
a.
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In the event of an incident all information must be regarded as confidential and may
only be released with the approval of the EOC. Company Officers and staff must
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ensure that discussions or statements outside the company must not include
anything that may be interpreted as an admission that the incident has been caused,
or contributed to in any way, by some fault on the part of the company or its
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employees or agents.
b. All employees when contacted by persons outside the company will politely decline
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to disseminate any kind of information concerning any event or emergency unless

authorized to do so.
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c. Response to public telephone enquiries relating to an aircraft operating to or from

any country will initially be coordinated through the respective Media Relations Room
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set up by respective Airport Authorities.

d. Until an official company release, all callers shall be referred to the Media Relations
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Room. Respective AOC Call Centre shall be activated within 90 minutes of being
advised of an accident and shall take over the role of answering family enquiries.

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Chapter 1
1.5 Compliance
The main tasks and responsibilities of an airline in the event of an aviation disaster are
within the scope of this manual in compliance with ICAO and IATA rules, regulations and
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recommendations, including:
a. Responsibility for the welfare of passengers and crew.
b. Protection of Company/personal property and coordinated release to the owners.
(Survivors and family assistance and support)
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c. Compliance with International and Local rules and regulations
d. Survivors and family assistance and support.
e.
f.
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Preservation of evidence and information.
Emergency response at/to the accident site and to all other emergency response
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centers.
g. Coordinated release of information to the media.
h. Effective internal and external communication.
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i. Accident investigation in coordination with local authorities.

j. Technical support at the accident site.
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k. Aircraft recovery after release by the local authorities.

l. Liaison with the insurance underwriters and insurers.
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m. Company support of employees.

n. Protection of the company’s legal rights.
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o. Preservation of company’s image.

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1.6 Applicability (To include Non-Aircraft Emergency)
The manual is applicable for serious emergency or accident situations involving aircraft as
follows:
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a. Any aircraft owned or on lease to the company.
b. Any company aircraft on lease or charter to another airline or company.
c. Any aircraft operated on behalf of the company.
i. Note: For the purpose of this Manual, company operations normally fall into
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two categories:
1. Wet Lease Operations (WLO) where the aircraft is operated by
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someone other than the company, but with company flight crew and
possibly one cabin crew.
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2. Charter/Tour Operator (CTO) where the aircraft is operated by the
company for or on behalf of a Charterer(s) and/or Tour Operator(s)
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d. The party chartering the flight will be responsible for notification to families of
passengers and charter staff on board as well as media releases regarding those on
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board.
e. Company procedures do not apply when aircraft is chartered by the company under
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the operational responsibility of another party except that the company will be
responsible for notification of families of passengers and staff on board as well cargo
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consignors. The company would also handle related media releases about
passengers and staff on the flight.
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f. Emergencies within the scope of this manual include in-flight emergency with
potential danger to the aircraft and occupants, any incident resulting in damage of
the aircraft or injuries to occupants, any incident involving emergency evacuation of
passengers and crew with or without injuries.

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Chapter 1
1.6.1 Accident of Wet Lease Aircrafts
In case the incident/accident aircraft is operated by a wet leased or sub chartered company
special attention has to be paid to ensure an effective management of the ERP. It is very
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important to establish a communication link with the operating carrier and to designate a
spokesperson with this airline which should be part in the operating carrier´s ERC. Both
operators should have their own Go Teams to ensure correct representation on site. The
perfect coordination of crisis communication is needed in order to guarantee that is done
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under the same criteria.
The parties should agree in the correspondent contract above criteria’s and if possible (long
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term agreements) the ERM’s of operators should review ERP of both companies. In this
review, special attention should be paid on the responsibility of the care of passengers and
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victims.
It is the operating carriers’ responsibility to report incident/accident to the authorities.
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1.7 Alerting
a. Traffic Control (ATC)

In any emergency, alert services are provided whenever the aircraft and/or its
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occupants are threatened by grave and imminent danger and require immediate
assistance during uncertainty, alert and distress phases (in-flight emergencies)
including, aircraft incidents and accidents where the alert will be carried out through
activation of crash alarm to the Fire Station.
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b. Flight Operations Control
In the event of an accident, sabotage or hijack, the company’s initial response will be
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coordinated by the Regional / Local Flight Operations Control. Regional / Local Flight
Operations Control will be responsible for the initiation of Company’s Emergency
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Response Plan as and when required. Any communication with regards to an
emergency situation be it from ATC, or for that matter from any other source will be
directed to the Operations Control Manager who will then execute the appropriate
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emergency response.
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1.7.1 Policy, Deployment, Control, Coordination and Implementation

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Purpose
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To provide deployment, control, coordination and implementation of policies during

emergency/crisis leading to a speedy response for recovery. (PCAR 8.5.1.10)
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Scope
The scope includes any aircraft and non-aircraft related events reportable to company’s
Regional / Local Flight Operations Control, in which case activation of Corporate /
Emergency Operations Centre (EOC), is necessary with reference to Chapter 6 - Types of
Emergency.

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Chapter 1
Policy, Deployment, Control and Coordination

a. The EOC is responsible for drawing out the policies and guidelines involving the
main framework of Company’s ERM which shall be implemented in the event of an
accident, incident or criminal act to company’s aircraft.
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b. In the event of emergencies, the emergency notification must be relayed to the
Regional / Local Flight Operations Control.
c. Once reported, Flight Operations Control shall contact the Emergency Director to
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ascertain the level of emergency activation required. Refer to Figure 1-1 and Figure
1-2.
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Chapter 1
Figure 1-1 Emergency Response Flowchart
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ORGANIZATION STRUCTURE-AIRCRAFT RELATED CRISIS (EOC NOT-ACTIVATED)
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Authority: Director for Safety, Philippines AirAsia Inc. ` 1.7.3

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Chapter 1
Figure 1-2 Emergency Response Flow Chart
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EMERGENCY RESPONSE FLOW CHART NON AIRCRAFT RELATED CRISIS (EOC ACTIVATED)
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Authority: Director for Safety, Philippines AirAsia Inc. ` 1.7.4

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d. PAA EOC will be activated based on the criteria of:

i. Aircraft related accident.
ii. Non-aircraft related accident.
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e. Overall control of PAA EOC with support from the Assessment Team shall advice
Chairman of PAA EOC to activate the EOC when the situation warrants.
f. For other cases of emergency/crisis, the decision of the Chairman of PAA EOC will
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be obtained for the activation and assembly of the permanent members of PAA
EOC. The said members will report to Corporate EOC for policy and direction.
g. The company as the operating carrier will assume full responsibility for the response
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of a particular emergency including any ground casualties arising from the aircraft
accident or incident.
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h. All information must be regarded as confidential and may only be released with the
approval of Corporate and PAA EOC. Call Centre will maintain constant liaison and
remain under the direction of the PAA EOC.
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i. In the event of a major incident occurring to a flight operating between points outside
the country of origin but carrying the passengers of the country, all public telephone
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enquiries will be handled by the Call Center / Information Center through Interpol or
respective embassies, consulates or legations. On the minimum, 2 call centers will
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activate their Emergency Response – the country of origin/departure and the country
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of destination/arrival.
j. The PAA EOC shall be responsible to plan, coordinate, control and implement all
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actions applicable to the procedures of this Manual, to maintain the overall objective
of the emergency response.
k. An Airline Identification Team shall be contracted to provide a specialist team to
assist in the recovery and identification of deceased victims and subsequently liaise
with their relatives and arrange repatriation or burial/cremation of bodies. They will
work under the direct coordination of the Corporate and PAA EOC and when
approved, Relevant authorities (i.e. NBI).

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Chapter 1
l. Normal department staff command arrangements remain in place but its affected
Managers must be responsible to the PAA EOC when the Emergency Response
Plan is activated.
m. Assembly of the permanent members of the EOC will be called upon by the EOC
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Secretariat or the ERP coordinating section once sanctioned by PAA EOC
Chairman.
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Chapter 1
1.8 Response Plan for Aircraft Crash Outside 8 km Radius of AERP and / or in a
Remote Area or at Sea (PCAR 8.5.1.10)
a. If an aircraft crash has occurred outside the 8 km radius of Airport Emergency
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Reference Point (AERP) and or in a remote area or at sea, the National Police/Army
will assume overall command of the incident as per National Directive issued by the
State.
b. The Air Traffic Control of Aviation Authority of the Philippines will be responsible for
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notifying the respective military authority and command operations until such time
the Police Field Coordinator arrives at the scene and control of an aircraft
c.
emergency will be transferred.
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Where required, the local Aviation Authority of the Philippines will continue to
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coordinate the search and initial rescue operation
d. In case of a sea crash, the Coast Guard and/or Maritime Police shall be informed
and assist in the search and rescue operations.
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e. The Emergency status classification shall be as per Chapter 2, 2.7.4-5– Emergency

Activation and Notification Details.
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f. When an emergency occurs in a remote or isolated area, a Forward Support Base

will need to be established to ensure that additional personnel, resources and
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facilities are available to support operations.

g. Airlines responsibility will be to arrange for and coordinate the welfare of survivors of
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an air / sea crash emergency and where applicable, friends and relatives.
h. Airlines will provide a Liaison Officer to the State Air Crash Operations Center and
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Forward Support Base including a Welfare coordinator for the provision of welfare
and transport for survivors, accommodation and care of uninjured passengers.
i. Subject to distance the local Airport Fire Service may make a response to the
accident on humanitarian grounds.

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1.9 Emergency Operations Center
The ERP Room is located in PAA Red Fort, 2nd floor, also known as the Big Conference
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Room.
Figure 1-3 Room Layout
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1.9.1 EOC Equipment Listing
As a minimum, the EOC located in is equipped with the following (refer to table 1-2)
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Table 1-2 Equipment Listing
# Equipment No. of Unit/s
1 SAT Phone 1 (#8821664505073) 1
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2 SAT Phone 2 (#8821664505057) 1
3 EOC Telephone (# 02 854 0992) 1
4 White projector screen 1
5
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Analog Wall Clock
Digital Wall Clock
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6 TV with Cable 1
7 Spider Phone 1
8 Projector 1
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9 Computer Monitor 2
10 Desktop 1
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11 Video Conference Camera 1

12 Printer(with scanner) 1
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13 ERP Cabinet 1
14 Information Board 2
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15 Speaker Set 1
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16 Flip Chart 2
17 Flip Chart Holder 1
18 Office Chairs 25
19 Long Table / Conference Table 1
20 White Board 3

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1.9.2 Equipment Maintenance
All the equipment within the EOC will be checked every quarter according to their
functionality.
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a. To verify that communication lines are working.
b. To check and verify all battery operated equipment.
c. To verify that the computer, printer, scanner and projector works.
d. To verify that the wall clocks are synchronized in different time zones.
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e. To verify TV and cable connection are working
f. To ensure that maps are regularly updated.
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1.10 Business Continuity
Business continuity, in the context of Emergency Response Program refers to the state of
readiness of Air Asia to continue its services while attending or after responding to an
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emergency situation.
When the Emergency Response Program is activated, the management has to provide the
necessary resources, particularly manpower, to carry out the planned response, support the
investigation and the recovery plan; the affected departments (where manpower were
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pulled) have to operate in Business Continuity mode to provide continued service to other
sectors/routes. It is imperative to ensure that critical and essential business functions can
continue with minimum disruption or downtime.
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After attending to the emergency needs of an incident or accident, the affected departments
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will continue to operate in Business Continuity mode until the recovery plan is completed
and operations is back to normal.
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NOTE: Each department has its own Business Continuity Plan (BCP).
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1.10.1 Management Business Continuity Objectives (MBCO)

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The general outline of BCP is based on the Response Phases. The recovery sequence of
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business functions for the department is translated as Business Recovery Priorities, and it
is driven by the MBCO.
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The MBCO represents the core business objectives to achieve during a crisis or disaster.
The mapping of the priority level of business functions based on its criticality against the
MBCO is as follows:
a. Operations - Service fulfillment on the day of operations
b. Customer Relations - Critical guest handling & reputational crisis mitigation
c. Revenue Pipeline - Minimize revenue decline from competitor risk
d. Corporate Support Services - Recover daily to long-term corporate support
obligations

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1.10.2 Post Recovery Process
a. In any event of return to normal operation, Chairman of EOC shall follow this post
recovery process flowchart below prior to declare normal operation.
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Figure 1-4 Post Recovery Process Flowchart
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b. Ensures vital information is communicated to regulatory authorities, corporate

management, operational personnel and the local community whenever the ERP is
activated, whether for an actual event or for a rehearsal.

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Introduction Issue 05 Rev 00
Chapter 2
TABLE OF CONTENTS
2.0 CHAPTER 2 - INTRODUCTION ................................................................................ 2.1.1

2.1 Care for Affected Passengers .................................................................................... 2.1.2
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2.2 Dealing with Customers and Families ........................................................................ 2.2.1
2.3 Special Assistance Team (SAT) ................................................................................ 2.3.1
2.3.1 Volunteers ....................................................................................................... 2.3.1
2.3.2 SAT Kits / Emergency Response Kits (ERP Kits) ........................................... 2.3.1
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2.3.3 SAT Deployment ............................................................................................. 2.3.1
2.3.4 Welfare of Crew Members and Staffs ............................................................. 2.3.1
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2.3.5 Travel Arrangements for Relatives and/or Next-Of-Kin ................................... 2.3.2
2.3.6 Employment of Volunteers .............................................................................. 2.3.2
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2.3.7 Handling of Passenger/Crew Members’ Personal Effects ............................... 2.3.3
2.4 Handling of Hijacking ................................................................................................. 2.4.1
2.5 Handling of Bomb Threats ......................................................................................... 2.5.1
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2.6 Training ...................................................................................................................... 2.6.1

2.6.1 Training for Volunteers .................................................................................... 2.6.1
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2.6.2 Training for Managers ..................................................................................... 2.6.2

2.6.3 Skills and Qualifications of SAC ...................................................................... 2.6.2
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2.6.4 Mandatory Exercises ....................................................................................... 2.6.3

2.7 Accident Instruction.................................................................................................... 2.7.1
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2.7.1 Definition of Accident by ICAO ........................................................................ 2.7.1

2.7.2 Emergency Phases ......................................................................................... 2.7.1
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2.7.3 Application....................................................................................................... 2.7.2

2.7.4 Activation......................................................................................................... 2.7.2
2.7.5 Notification Details .......................................................................................... 2.7.3
2.8 Incident Instruction ..................................................................................................... 2.8.1
2.8.1 Description ...................................................................................................... 2.8.1
2.9 Definition of Accident ................................................................................................. 2.9.1
2.9.1 Serious Incident Air (Please refer to PCAR Part 13) ....................................... 2.9.1
2.9.2 Serious Incident Ground ................................................................................. 2.9.2

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2.9.3 Ongoing Incident ............................................................................................. 2.9.2

2.10 Organizations ........................................................................................................... 2.10.1
2.10.1 AirAsia Organization ..................................................................................... 2.10.1
2.10.2 State Organization ........................................................................................ 2.10.2
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2.11 Flow Chart ............................................................................................................... 2.11.1
2.12 Appendix 1: Bomb Threat Assessment Checklist .................................................... 2.12.1
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2.0 CHAPTER 2 - INTRODUCTION
A. Foreword
Accidents happen and emergency occurs.
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All airlines have high priority on safety and security in order to avoid accidents, incidents and
emergencies; although, every year, some airline suffers accidents and emergencies.
Therefore, it is of high importance that AirAsia is as well prepared for an emergency on the
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same level as the other airlines in the aviation industry.
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In the event of actual emergency/drills, this manual together with the relevant Station
Emergency Response Manual (SERM), Airport Emergency Plan (AEP) and AirAsia Group
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Emergency Response Manual shall be used.
In the actual environment, a good emergency response plan is essential and can never be
underestimated. The review and understanding of this manual is vital. This plan is our “safety
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net” whenever we have an incident that forces us to respond accordingly to all parties involved.
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2.1 Care for Affected Passengers
Passengers affected by an accident should be supported in every possible manner, this

includes and not limited to special arrangements that need to be made if they want to continue
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their journey. Onward transportation should be provided. A Special Assistance Team (SAT)
member should be made available to escort the passengers if he or she requires it.
Passengers who do not wish to immediately continue their journey shall be accommodated in
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available hotels. During their stay they should be taken care of by a SAT member unless they
wish not to be escorted.
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2.2 Dealing with Customers and Families
The first and ultimate goal of every response action to an accident or incident is the protection
of the customers and their relatives´ interests. The AirAsia personnel will use every reasonable
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effort to ensure that:
a. Customers affected by an accident or incident will be taken care in an optimum way.

Necessary help will be offered and requests for assistance will be met as far as possible
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and if conditions allow.
b. Next of kin and families shall be notified as soon as possible and shall be continuously
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provided with reliable information. Necessary assistance will be offered in order to assist
in all psychological aspects, in travel arrangements, accommodation and any other
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assistance they might need.
c. Trained personnel will be made available to provide assistance in a personal and
dedicated manner.
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d. Names of passengers or crew members will only be released to general public or media
after the next-of-kin or family members have been already notified and proper consent
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has been obtained.

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2.3 Special Assistance Team (SAT)
2.3.1 Volunteers
The members of the Special Assistance Team work on a highly appreciated voluntary basis.
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For this reason, their Managers should support them in every single possible situation before,
during and after the emergency. e.g.: yearly training, attendance to emergency exercises,
during and after deployments, etc.
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AirAsia does not have sufficient Special Assistance Team volunteers to meet requirements,
therefore AirAsia may contact other companies or organizations. The number of available
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volunteers (AirAsia employees plus other organizations) should be calculated according the
formula: number of seats of the biggest aircraft of the fleet x 3 (actually 180 x 3 = 540).
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2.3.2 SAT Kits / Emergency Response Kits (ERP Kits)

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SAT kits are placed at different locations and under the SAT Leader’s responsibility. SAT kits
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are located at; MNL, CEB, KLO, PPS, … …

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2.3.3 SAT Deployment

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It’s the Emergency Director (ED) responsibility to decide the deployment of the SAT, as a
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guideline this team should be deployed whenever there are injured/killed or traumatized
passengers.
2.3.4 Welfare of Crew Members and Staffs
AirAsia management will ensure that all of its personnel who are either directly affected by an
accident or incident or who are engaged in response actions receive adequate assistance in
respect of physical or psychological aspects during and after the emergency.

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2.3.5 Travel Arrangements for Relatives and/or Next-Of-Kin
The travel arrangements will be offered to transport the relatives and/or next-of- kin to the
Family Assistance Center or to the accident site.
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The Call Center will collect all the relatives and/or next-of-kin ´s requests and all these will be
processed by the travel/booking department whose personnel will provide all the necessary
information to the Call Center to contact again the relatives and/or next-of-kin to provide them
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with the necessary information regarding all travel arrangements.
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In general, the number of family members is at least 5 people per affected passenger.
However, religious or cultural backgrounds may lead to a higher number of family members
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traveling to the Family Assistance Center or accident/incident site. In such cases, the
Emergency Director (ED) will have the final decision about limitations and/or exceptions
bearing in mind the situation/facilities/circumstances at the Family Assistance Center.
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2.3.6 Employment of Volunteers
Every volunteer has been instructed during the different training sessions to inform his/her
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department manager or supervisor on duty when being alerted. Although it is in the interest of
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the company to keep all operational standards, a possible declared emergency will have a
dramatic influence in the organization that may last for weeks or months.
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Nevertheless, it is necessary to focus all available resources on the response to an emergency

even if this means to reduce the service level for a limited period of time.
Therefore, NO MANAGER, DEPARTMENT HEAD OR SUPERVISOR SHALL HINDER ANY

VOLUNTEER TO TAKE HER/HIS DUTIES IN AN EMERGENCY unless this would influence
the Safety of the ongoing operation or might result in a complete shutdown of the respective
department or the whole operation.

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2.3.7 Handling of Passenger/Crew Members’ Personal Effects
In case of an incident, returning the passengers and crew members´ personal effects should
be locally done as soon as authorization has been provided by the local authorities. The Local
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Emergency Coordinator (LECO) will make sure that these are safeguarded and returned in a
fast and organized way. All these forms later on must be sending to the Special Assistance
Coordinator (SAC) and Ground Operations after having been used.
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In case of an accident this service will be provided by “Emergency Response Provider” or other
contracted call center.
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2.4 Handling of Hijacking
Whenever a hijacking situation occurs, the effects to the operating carrier may be similar to an
accident or serious incident. This situation might require:
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a. The Emergency Operations Center (EOC) will be formed.
b. An information hotline will be published as family members / next of kin will try to obtain
information.
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c. Special Assistance Team will be activated to meet and greet the next of kin/ family
members at different locations.
d.
e.
The dark site will be activated.
Press releases will be issued.
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f. Press conferences will be held.
g. Psychological assistance will be activated to support the passengers and employees in
need of assistance when the hijacking situation is ended.
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h. Involved crew members will require special psychological assistance.

i. The contents of this manual will be used as a reference in coordination with the local
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and foreign authorities in charge of the hijacking.

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2.5 Handling of Bomb Threats
A Bomb Threat must be classified as a security related situation. Specific procedures can be
found in the AirAsia Security Program.
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Nevertheless, in case of bomb explosion in an AirAsia aircraft, the effects of the emergency are
almost the same as the possible ones for an accident or serious incident, so it is strongly
recommended to act according to the procedures of this plan. (See Appendix 1)
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2.6 Training
PAA has trained staff for every emergency management, accident, severe incident or incident.
The responsible of PAA’s emergency plan, is the person enabled and in charge to train
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periodically the mentioned staff. This training is specifically included in the course for basic
management of emergencies.
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2.6.1 Training for Volunteers
The PAA volunteer training needs: O

a. Psychosocial Training
b. First Aid Training
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c. Emergency Response Awareness Training
Table 2-1 Training for Volunteers

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SAT Team Leaders Once a year

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SAT (Recurrent Training) Once every 24 months

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Call Center Volunteers Once every 24 months

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2.6.2 Training for Managers
The PAA HQ and Stations attend to the following trainings:

Table 2-2 Training for Manager
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Special Assistance Coordinator Once a year
Managers Once every 24 months
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Directors Once every 24 months
Recurrent Training Once every 24 months

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NOTE: Special Assistance Coordinators (SAC)
a. Support the Emergency Response Manager regarding SAT maintenance, SAT events
and activities.
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b. Update the Special Assistance Manual.

Collaboration in SAT volunteers’ trainings.
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c.
d. Keep updated the data base of volunteers.
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2.6.3 Skills and Qualifications of SAC

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a. Knowledge of the internal organization of the Company.

b. At least 3 years of experience in Airline Operations, development, training, etc.
c. Documented Administration skills.
d. Documented management skills.

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2.6.4 Mandatory Exercises
The following guidelines for the Emergency Response Exercises are established as follows:
a. At least two or more exercises will be carried out each year, involving all aspects of the
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plan - to be developed, planned, conducted and de-briefed by the Emergency Response
Manager. Any deficiencies in the plan and its execution must be addressed accordingly.
They are realized randomly, without dates, or precise intervals. They will be able to be
realized without previous notice, and under the criteria of the Emergency Response
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Manager in coordination with the members of the Emergency Response Committee.
b. AirAsia will participate in Airport Authority led exercises at specific airports (e.g. NAIA
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Crash-Rescue Exercise and other emergency response related activities). Such
exercises will be supervised and supported through the Emergency Response
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Manager’s office.
The results of rehearsals or practice exercises are recorded and analyzed; it is usually used as
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the basis for continual improvement of the plan. AirAsia recommends to the handling agent
working together with our airline to establish a similar policy where applicable and according to
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the specific nature of the company involved.

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2.7 Accident Instruction
2.7.1 Definition of Accident by ICAO
An occurrence associated with the operation of an aircraft which takes place between the time
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any person boards the aircraft with the intention of flight until such time as all such persons
have disembarked, in which a person is fatally or seriously injured as a result of:
a. Being in the aircraft.
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b. Direct contact with any part of the aircraft, including parts which have become detached
from the aircraft.
c. Direct exposure to jet blast. O
except when the injuries are from natural causes, self-inclined or inflicted by other persons, or
when the injuries are to stowaways hiding outside the areas are normally available to the
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passengers and crew, or the aircraft sustains damage or structural failure which adversely
affects the structural strength, performance or flight characteristics of the aircraft, and would
normally require major repair or replacement of the affected component, except for engine
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failure or damage, when the damage is limited to the engine, its cowlings or accessories; or for
damage limited to propellers, wing tips, antennas, tires, brakes, fairings, small dents or
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puncture holes in the aircraft skin; or the aircraft is missing or completely inaccessible.
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2.7.2 Emergency Phases

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ICAO has defined three emergency phases:

a. Uncertainty phase (INCERFA) A situation wherein uncertainty exists as to the safety of
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an aircraft and its occupants

b. Alert Phase (ALERFA) A situation wherein apprehension exists as to the safety of an
aircraft and its occupants.
c. Distress Phase (DETRESFA) The code word used to designate an emergency phase
wherein there is reasonable certainty that an aircraft and its occupants are threatened
by grave and imminent danger or require immediate assistance.

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2.7.3 Application
Accident instructions applying to AirAsia, these instructions apply to:

a. An accident to an aircraft belonging to AirAsia
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b. An accident to an aircraft that operates on behalf of AirAsia Group.
c. An accident involving crew on duty travel.
d. A ground incident involving AirAsia passengers e.g. terminal incident – fire or terrorist
activity.
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e. An accident involving major property damage, major environmental damage, chemical
spill / radiation.
f.
g.
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Natural disasters, floods, tornados, etc…involving AirAsia aircraft.
A bomb threat, sabotage or hijacking to an aircraft belonging or operating on behalf of
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AirAsia.
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2.7.4 Activation
In case of an accident, the following instructions apply:

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a. The Company employee (or agent) who first gains knowledge of the accident (Initiating
Officer, INO) must immediately notify to OCC.
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b. OCC will activate the Emergency Response Plan by contacting

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the Emergency Director (ED).

c. The Emergency Director (ED) will call to Emergency Chairman (CEO) and bring him
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updates.
d. The Emergency Director (ED) will decide what activation is necessary, but in case of
incident or accident the automatic call out will be performed;
e. The ED, later on, will decide depending on the case and the information available:
i. Evaluate which functions must remain in the ERC (all functions will be always
requested to show up for an initial evaluation).
ii. The level of activation of the ERP.
iii. Ensure periodical briefings with the members of the ERC.

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iv. Members must be informed about the next meeting time before leaving the ERC.
v. Ensure periodical briefings with non-ERC members but that perform supporting
duties or hold associated responsibilities.
vi. Review the possible need of new assisting functions within the ERC.
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2.7.5 Notification Details
The procedures mentioned below are valid for staff who is included in the emergency response
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organization. The following instructions shall not hinder personnel from acting with sound
judgment if the situation calls for it.
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Initial information regarding an accident shall be immediately reported to:
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AirAsia’s OCC, available 24 Hours:
e-mail: paa_occ@airasia.com
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Telephone: +632 854 0994 / +632 672 7827 / +632 833 6643
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Fax : (032) 854 0994

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OCC will perform all duties as specified in the checklist until at least one member of the
Emergency Response Committee (ERC) has been reached – then:
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a. The Emergency Director (ED) or the Emergency Response Committee (ERC) member
will perform all duties as specified in the checklist.
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b. The Emergency Director will decide if it is necessary to activate the full procedures.
c. OCC will brief and hand over remaining duties to Emergency Director (ED) when
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2.8 Incident Instruction
In case of an incident, the following instructions apply:

a. The Company employee (or agent) who first gains knowledge of the accident (Initiating
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Officer, INO) must immediately notify to OCC.
b. OCC will activate the Emergency Response Plan by contacting the Emergency Director
(ED).
c. The Emergency Director (ED) will decide what activation is necessary; even in case of
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incident the automatic call out will be ALWAYS performed.
d. The ED, later on, will decide depending on the case and the information available:
i.
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Evaluate which functions must remain in the ERC (all functions will be always
requested to show up for an initial evaluation/briefing).
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ii. The level of activation of the ERP.
iii. Ensure periodical briefings with the ERC members and that they are informed
about the next meeting time before leaving the ERC.
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iv. Ensure periodical briefings with non-ERC members but that

perform supporting duties or hold associated responsibilities.
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The ERC members and involved functions will follow up their respective plan
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checklists, making sure that all subjects are covered and disregarding of those ones
that would be exclusively used in case of an accident.
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2.8.1 Description
There are times when an incident has not occurred but there is a need for the ED to be advised
in order to make a decision as to the correct actions to be taken.

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2.9 Definition of Accident
The main definitions are shown below:
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2.9.1 Serious Incident Air (Please refer to PCAR Part 13)
The following examples are classed as Serious Incidents although this list should not be
regarded as exhaustive.
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a. Near collisions requiring a violent avoidance maneuver to avoid a collision.
b. Controlled flight into terrain only marginally avoided.
c. Rejected take-offs on a closed or engaged runway.
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d. Landings or attempted landings on a closed or engaged runway.
e. Gross failures to achieve predicted take-off performance.
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f. Fires and smoke in the passenger compartment, including galleys and toilets (actual or
suspected), in cargo compartments, or engine fires, even though such fires were
extinguished by the use of extinguishing agents.
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g. Events requiring the emergency use of oxygen other than portable by the crew and/or
passengers.
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h. Aircraft structural damage (excluding parked ground incident) or engine disintegration

not classified as an accident.
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i. Multiple malfunctions of one or more aircraft systems seriously affecting the operation of
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the aircraft.
j. Crew incapacitation in flight, impinging on minimum crew requirements.
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k. Any declaration of an emergency by the pilot.

l. Take-off or landing incidents - incidents such as undershooting, overrunning or running
off the side of the runways, planned emergency (excluding precautionary) landings not
resulting in an accident.
m. Major system failures, severe weather phenomena, operations significantly outside the
approved flight envelope or other occurrences that could have caused difficulties
controlling or navigating the aircraft.

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n. Passenger/s or crew member/s fatally or seriously injured in circumstances other than

that which constitutes an accident.
o. Safety and security incidents e.g. suspected bomb on board.
p. An accident nearly occurred.
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2.9.2 Serious Incident Ground
a. Evacuation from terminal under dangerous conditions.
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b. Fire in terminal.
c. Ground collision incident (minor injuries).
d.
e.
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Passenger/s and crew injured on ramp or boarding aircraft etc.
Terrorist activity e.g. bomb threats, hijacking, and attack at airport.
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2.9.3 Ongoing Incident
An ongoing incident is a prolonged occurrence e.g. hijacking of an aircraft. Due to the fact that
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this kind of situation could result in an aircraft accident, it is necessary to prepare for such a
possibility. Another example would be a technical difficulty that continued to cause alarm or
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could not be rectified and therefore it would be necessary to have the ERC in place.
The ED will decide whether the ERC should be alerted and whether the full activation is
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2.10 Organizations
2.10.1 AirAsia Organization
The type of emergency considered in this plan would normally occur when an aircraft is in
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service. The commander (PIC) will be in charge of the aircraft either until termination of flight,
or at the scene of the accident until relieved.
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When an emergency is a fact, the PAA station offices concerned will immediately initiate all
possible measures to assist in protecting passengers, crew, load and aircraft and to establish
liaison with the PAA Head Office in Manila and local authorities.
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The Chairman and Emergency Director (ED) initiate the activities to secure proper control of all
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phases of management of an accident, a non-controlled situation in relation to Company
interests or terrorist activity affecting a AirAsia aircraft and/or its passengers and crew.
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The Safety & Quality Management together with the Emergency Response Committee (ERC)
will appoint a Company Investigation Team (CIT) that will proceed to the scene of accident to
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cooperate with the Investigator in charge of the accident.

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2.10.2 State Organization
Each state provides Air Traffic Services (ATS) and will offer assistance in an emergency
situation. ATS monitors the air traffic flow and if an aircraft is deemed to be missing will initiate
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the appropriate activities in order to trace the location of the aircraft. ATS will alert the State
Search and Rescue organization (SAR), which may consist of civil and/or military units,
equipped and staffed to locate and assist aircraft in distress.
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Most airline accidents occur close to or at an airport and the search phase may, therefore, be
short. When the accident site is located, rescue teams will immediately start their own work
and a number of other activities.
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When an accident is confirmed, the state where the accident has occurred normally initiates an
inquiry and therefore appoints an Investigator in Charge.
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Simultaneously, the state notifies the State of Registry and the State of the Operator.
Accredited representatives from the operating state are entitled to be present at the inquiry.
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Such accredited representatives are, in turn, entitled to appoint advisers to assist them and, as
such, the Operator may participate in the official investigation.
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2.11 Flow Chart
Figure 2-1 Emergency Response Activation
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2.12 Appendix 1: Bomb Threat Assessment Checklist
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The Emergency Organization Issue 05 Rev 00
Chapter 3
TABLE OF CONTENTS
3.0 CHAPTER 3 – THE EMERGENCY ORGANIZATION ............................................... 3.1.1

3.1 Emergency Response Plan ....................................................................................... 3.1.1
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3.1.1 Emergency Response Committee ................................................................... 3.1.2
3.1.2 Call Out List..................................................................................................... 3.1.3
3.2 Emergency Response Room ..................................................................................... 3.2.1
3.2.1 Room Lay Out ................................................................................................. 3.2.1
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3.2.2 Room Location ................................................................................................ 3.2.2
3.3 Mandatory Functions ................................................................................................. 3.3.1
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3.3.1 Initiating Officer (INO) ..................................................................................... 3.3.1
3.3.2 Operations Control Center (OCC) ................................................................... 3.3.1
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3.3.3 Emergency Chairman ..................................................................................... 3.3.1
3.3.4 AirAsia Official Spokesperson ......................................................................... 3.3.1
3.3.5 Emergency Director (ED) ................................................................................ 3.3.2
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3.4 Functions of the ERC ................................................................................................. 3.4.1

3.4.1 Family Briefing ................................................................................................ 3.4.1
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3.4.2 Passenger Manifest Reconciliation ................................................................. 3.4.2

3.4.3 GO Team ........................................................................................................ 3.4.3
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3.4.4 “Emergency Response Provider” .................................................................... 3.4.4

3.4.5 Call Center (CC) .............................................................................................. 3.4.5
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3.4.6 Communications ............................................................................................. 3.4.5

3.5 Company Investigation Team .................................................................................... 3.5.1
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3.5.1 Members ......................................................................................................... 3.5.1

3.5.2 Equipment ....................................................................................................... 3.5.2
3.5.3 Aircraft Recovery Organization (ARO) ............................................................ 3.5.2
3.5.4 Local Emergency Services .............................................................................. 3.5.3
3.5.5 Special Assistance Coordinator (SAC) ............................................................ 3.5.3
3.6 Emergency Facilities at the Airport ............................................................................ 3.6.1
3.6.1 Local Emergency Coordinator Center ............................................................. 3.6.1
3.6.2 Passenger Reception Center/Survivors Reception Center (SRC) ................... 3.6.2

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3.6.3 Crew Reception Center ................................................................................... 3.6.2

3.6.4 Friend and Relatives Reception Center (FRRC) ............................................. 3.6.2
3.6.5 Emergency Inquiry Desk ................................................................................. 3.6.3
3.6.6 Press/Media Center ........................................................................................ 3.6.3
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3.6.7 Baggage Storage Area .................................................................................... 3.6.3
3.6.8 Temporary Mortuary ........................................................................................ 3.6.4
3.7 Local Functions .......................................................................................................... 3.7.1
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3.7.1 Initial Information – Station .............................................................................. 3.7.1
3.7.2 Initiating Officer ............................................................................................... 3.7.1
3.7.3 Local Emergency Coordinator (LECO) ............................................................ 3.7.2
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3.7.4 Humanitarian Support ..................................................................................... 3.7.2
3.7.5 Field Representative ....................................................................................... 3.7.3
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3.7.6 Outstations ...................................................................................................... 3.7.3
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3.0 CHAPTER 3 – THE EMERGENCY ORGANIZATION
3.1 Emergency Response Plan
The name of the Company‟s organization that handles emergency and accident situations
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within the Company is called the Emergency Response Committee (ERC).
Figure 3 – 1 Emergency Response Activation Process Flow
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3.1.1 Emergency Response Committee
a. Emergency Chairman
b. Emergency Director (ED)
ED
c. GROPS Head
d. Director Flight Operations
e. Director for Safety
f. Quality Head
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g. Corporate Communications
h. Special Assistance Coordinator
i.
j.
People Department
Commercial
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k. Maintenance & Engineering
l. Administration Team (Log Keeper)
m. ICT Head
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n. Finance
o. Legal
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p. Head of Security
q. OCC Manager
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3.1.2 Call Out List
When Emergency Director (ED) decides the activation of Emergency Response Committee
(ERC), OCC send by call/Viber/WhatsApp or email an automatic call and a SMS to all
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Emergency Response Committee.
The Emergency Response Committee (ERC), confirm as per the instructions received.
Once call received, each ERC member gives the estimated time of arrival to the EOC.
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ERC must proceed to the EOC as soon as possible (OCC can control the reception of
ETA).
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Once in the EOC each member should proceed with their respective checklist and case
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folder.
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3.2 Emergency Response Room
3.2.1 Room Lay Out
Figure 3 – 2 EOC Room Layout
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3.2.2 Room Location
The ERP Room is located in PAA Headquarters, 2nd floor Unit 1 Building 4 Salem
Complex Domestic Road Pasay City, also known as the Big Conference Room. As an
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alternate, F1 Hotel, Lane Q corner 32nd Street Bonifacio Global City, Taguig City
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3.3 Mandatory Functions
3.3.1 Initiating Officer (INO)
Initiating Officer could be the Pilot-in-Command, Air Traffic Controller, Airport Operations
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Control Center, Flight Dispatch or Station Head.
Upon receiving the first information of the emergency, the INO dispatches the Initial
Message, alerts the local emergency organization and carries out other tasks on behalf of
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the Local Emergency Coordinator (LECO) until the latter function is operational.
3.3.2 Operations Control Center (OCC)

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After receiving an Initial Message, OCC will alert the ED and execute the Emergency
Response Plan if needed and/or instructed to do so by the ED. If the emergency occurs out
of the business hours, OCC will facilitate access to the headquarters.
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3.3.3 Emergency Chairman

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The Emergency Chairman or the Accountable Manager leads and coordinate together with
the ED by supporting those operational, family assistance and crisis communications
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functions involved directly in the emergency (incident or accident) and to guarantee the
business continuity of the company and take personal contact with the highest relevant
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authorities (Presidents, Ambassadors, Ministers, high ranking security officers, etc.) build
trust in the activated AirAsia Emergency Response Plan and show highest support.
3.3.4 AirAsia Official Spokesperson
The AirAsia official spokesperson is part of the Emergency Response Committee (ERC).
His major task is to represent AirAsia in front of the media, performing interviews and press
conferences. His press appearances are coordinated with the Emergency Chairman and

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the Media/Communications Department. The AirAsia official spokesperson shall be, if

required, prepared to travel to the site of the accident as soon as possible in order to
respond to the media representatives. All activities performed by the Spokesperson must
be authorized by the Emergency Chairman and supported by the Media Team.
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3.3.5 Emergency Director (ED)
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The Emergency Director, six high-level officers, ensures that the entire local emergency
management organization is operating effectively as soon as possible and remains
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operational as long as there is a requirement for its existence. After a local emergency
situation has occurred, the ED coordinates dialogue between local authorities and AirAsia.
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a. There are six alternate Emergency Director along with the Safety Director to ensure
their high-availability during the actual occurrence of an emergency.
b. If scheduled Emergency Director, for any reason, will be disconnected, alternate will
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be appointed and OCC will be informed. It is the responsibility of the Emergency

Director to ensure that the OCC can always contact himself or any other Emergency
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Director.
c. If scheduled Emergency Director is not reachable the alternate should be contacted.
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The ED on duty together with the CEO will decide the closure of the EOC and the
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designation of a function to coordinate the pending issues.

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3.4 Functions of the ERC
a. Family and Friends Reception Center (FFRC)

b. Media Communications
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c. GO team
d. Passenger Manifest Reconciliation
e. Crew Assistance
f. Investigation
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3.4.1 Family Briefing
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Family Briefings are the regular meetings normally hosted at the Family Assistance Center
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to keep all the families and affected people informed. Meetings are normally hosted one
meeting a day after the first 12/24hours. No media representatives should be allowed in the
conference room and security measures may be needed.
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These meetings are important to show that the company acts in a professional and caring
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manner and that has activated a solid Emergency Response Plan.

These meetings tend to be very tough for everybody as they are often the first-time
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company representatives face family victims or affected passengers. A thorough technical

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preparation is encouraged and the spokesperson should be an expert and/or well prepared.
The content of these briefings normally focuses on:
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a. The resources available of the emergency response by AirAsia or in coordination

with other parties to ensure that proper humanitarian assistance is provided.
b. Answer specific questions and requests that families have during their stay at the
Family Assistance Center and /or while they are waiting for official information from
the authorities.
c. Carefully inform about the facts of what we know so far. These facts are limited to
what can be shared in public without taking legal risks or jeopardizing the ongoing
investigation. For example, the maintenance director may be able to explain how a

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specific part of an aircraft works in general. These should help some people gaining
understanding on what is happening and what can be expected.
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3.4.2 Passenger Manifest Reconciliation
The passenger manifest reconciliation is one of the prime functions to be carried out in the
event of an aircraft accident. Electronic records should be restricted and this will be
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normally done by ICT (see ICT checklist, Chapter 5 Table 5-18).
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AirAsia ICT once contacted by OCC will proceed to apply the emergency lock to the flight
and e-tickets thus disabling access to flight and e-ticket information. Only authorized
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personal will be able to access this information while the emergency lock is applied.
The departing station must secure the manifest and start immediately to verify the manifest
and load sheet to verify numbers and names on board. Head of Ground
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Operations/Manager, within AirAsia, is responsible for ensuring that all these actions are
carried out.
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Delivering the information: The information including the Passenger Name List (PNL), Crew
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on board and declared Dangerous Goods on board (if applicable) must be delivered to the
EOC. If the accident happened out of the national territory, the delivery of this
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documentation will be the Contact person officially designated where the accident took
place, being expressly forbidden to deliver the list to any person or entity including airport
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authorities unless this is in compliance with the local regulation. If any other authority
requires this information, legal advice should be first considered before providing this
confidential information.

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3.4.3 GO Team
As soon as an accident or serious incident has been established it is important to organize

a „Go Team‟.
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The Go Team will consists of:
a. On Site Director (responsible for the decision process).
b. Communications Manager.
c. Special Assistance Coordinator or Team Leader (to provide a liaison point between
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the Family Assistance Center and the ERC)
d. Special Assistance Team (the first available team that can be assembled)
e.
f.
Flight Operations Manager.
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Ground Handling Manager (to coordinate ground functions).
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g. People Department Manager (to ensure crew and staff are receiving adequate care,
to ensure necessary equipment are provided).
h. Maintenance Managers. Aircraft Recovery Organization
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i. Safety
j. Quality
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k. Relief Teams (Teams of personnel to support the business continuity at the involved
Station/s).
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In addition, the Company Investigation Team should be deployed if time permits.

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The dispatch of a „Go Team‟ is very important and the aircraft (already put aside by OCC)
should be sent without delay. If time would be lost by assembling all the people, send the
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key team members first and then send another team later. It will be important to support this
team quickly as they will need rest and therefore another team should be sent to relieve
them as soon as possible in order to provide 24-hour cover.

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3.4.4 “Emergency Response Provider”
“Emergency Response Provider” is a private, specialist organization contracted by AirAsia.

The services contracted by AirAsia includes the functions relating to the handling of
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possible victims and their personal effects, including mortuary and funeral services and
legal aspects, coordination with local forensic authorities and contact with the families,
under AirAsia supervision, for their final disposition.
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“Emergency Response Provider” is also contracted to supply the management of the
Family and Friends Reception Center (FFRC). The Special Assistance Coordinator (SAC)
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will act as the liaison point for all the above activities and coordinate the teams working in
support of the survivors and/or relatives.
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AirAsia has also appointed “Emergency Response Provider” as the media supervisor to
support AirAsia with their media response, in the event of a major incident or accident.
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When established, they will act as the AirAsia media office for incoming and outgoing calls
and issue approved media releases. “Emergency Response Provider” will also, if
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requested, accompany key team members in order to support them with their press
statements or interviews. The authorization for any media statement will remain with the
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Emergency Director.
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Emergency Director and Emergency Response Committee (ERC) will decide when and if
the activation is necessary. “Emergency Response Provider” will be activated by People
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Department. Work orders will be authorized by ED to start the process of assessment. The
Special Assistance Coordinator (SAC) will, when in a position to do so, take over the
activation process and coordinate the functions as the situation progresses.

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3.4.5 Call Center (CC)
AirAsia has a Call Center which is activated during emergencies to receive the first calls.
When appropriate, the provider‟s emergency response Call Center will be activated and will
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attend and assist to all calls. The provider will issue a hotline to be used for relatives and
friends and this will be published to the media, when activated.
The Call Center will receive calls via this number, produce an inquiry record and, in liaison
with the Special Assistance Coordinator (SAC) and authorities, call back when information
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is released and authorized.
In order to improve capacity of Call Center during the first hours after an emergency,
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maximum effort will be done to connect CC functions to alternative call centers that may
appear depending on where emergency occurs.
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The Special Assistance Coordinator (SAC) will coordinate all the activities of the Call
Center, Special Assistance Team (SAT) and the provider.
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The Communications responsibilities are stated in the corresponding checklist.

As their main role focuses on liaison with AirAsia, the Communications and passengers‟
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relatives, there are some guidelines.

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Communications is responsible for all public information aspects relating to an accident,

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hijacking or other emergency involving an AirAsia aircraft. It serves as the central point of
control for all external communications.
Employees of AirAsia or its agencies will not make any public statement of any kind relating
to the possible cause of an emergency/accident or in relation to AirAsia liability. Only
information originated or approved by Communications, the CEO or the Emergency
Director will be released to the media.

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3.4.6.1 Dark Site
AirAsia has established a company darksite, a site which replaces the company trading and
information site. The darksite is used to keep people informed of the accident through news
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releases. The decision to activate the darksite remains under the Emergency Director´s
responsibility.
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3.5 Company Investigation Team
If an accident has occurred, a Company Investigation Team (CIT) shall be formed for the
main purposes of:
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a. Performing and coordinating all company activities associated with the
investigation of the accident.
b. Assisting and serving as advisor to the official Aircraft Accident Incident Inquiry
Board (AAIIB) or its foreign counterpart.
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3.5.1 Members
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The Safety & Quality Management together with the ERC shall appoint the trained and
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qualified members of the Company Investigation Team (CIT).
The Company Investigation Team (CIT) shall include operational and technical personnel
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as required for the specific case. The Company Investigation Team (CIT) Coordinator, and
preferably other members of the Company Investigation Team (CIT) also, should have
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passed an Accident Investigation Course and the CEO will have the right to request
assistance as deemed necessary for the investigation and recovery activities, e.g.
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photographer, systems specialists, Aircraft Recovery Coordinator (ARC).

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At the scene of the accident, the Company Investigation Team (CIT) shall:
a. Assist the official AAIIB in collecting or securing manuals, check list, Navigation Kit,
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Aircraft Log and other documents carried on board at the time of the accident.
b. Start investigation of wreckage as required, in cooperation with AAIIB, so as to be
able to establish a preliminary probable cause of the accident at the earliest possible
date.
c. Prepare a preliminary damage report.
d. Arrange for an interview with crew members and other personnel involved (with the
approval of the authorities). Interviewing of passengers may also be necessary or
desirable – but this will depend on obtaining the authority‟s permission first.

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3.5.2 Equipment
An ERP Kit, as applicable, is stored at the SSD office ready for immediate dispatch to the
scene of accident according to directives from Company Investigation Team (CIT). Safety &
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Quality office has the main responsibility for the kit and the maintenance of its contents. The
Company Investigation Team (CIT) shall bring along, or forward to its field office, the
necessary manuals, and other relevant documentation.
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3.5.3 Aircraft Recovery Organization (ARO)
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When an aircraft accident or ground mishap has occurred and when this has led to the
involved aircraft becoming immobilized (i.e. the aircraft cannot move under its own power or
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be moved by regular handling equipment), the salvaging of the aircraft and the removal of
the aircraft to a location where it can be repaired or otherwise be returned to the operation,
and any subsequent repair work, is the responsibility of the Maintenance and Engineering
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Department.
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If the accident is preventing the utilization of the taxiway/runway, airport authorities would
want the runway cleared fast (normally within 8 hours) depending on the number of
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runways, economic dependency on airport being opened, or other considerations.

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Upon notified by EOC on a recoverable accident the Aircraft Recovery Team Leader or its
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Assistant Leader will arrange for the Aircraft Recovery Equipment to be moved to site. The
rest of the team shall proceed to the accident site after ascertaining all the necessary
equipment ready. The damaged aircraft must be recovered with minimal secondary
damage for further investigation or repair.
Aircraft recovery is the responsibility of registered owner or operator. Consideration has to

be given to the following key areas:
a. Availability and rapid receipt of equipment.

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b. Access route to bring equipment to site and for aircraft to be brought back to repair
facilities.
c. Nominated de-fuelling company.
d. Security, safety and health of recovery personnel
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e. Availability of first aid kit/medical in case of injury of personal during recovery.
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3.5.4 Local Emergency Services
There will be variations from place to place but there will normally be available number of
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official or volunteer organizations willing and prepared to assist AirAsia with the care of
passengers.
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The Local Emergency Coordinator will supervise contact with these services and coordinate
their support in conjunction with AirAsia and official authorities.
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The organizations will ensure that victims and relatives receive practical and individual
support, related to the accident and for a specified period of time, depending on the
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situation.
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The Special Assistance Coordinator in AirAsia will liaise with the LECO/voluntary services
to ensure that the overall service is coordinated according to need.
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3.5.5 Special Assistance Coordinator (SAC)
The main function of this position is to act as coordinator for all the aspects of the family
assistance, namely: Call Center (CC) link, Special Assistance Team (including Team
Leaders), Family and Friend Reception Center, psychological and On Site logistical
support, which policies are described in this plan from Chapter 2, item 2.1 to 2.3.7.

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AirAsia has a dedicated volunteer Special Assistance Team (SAT). The team is drawn from
AirAsia and other supporting organizations. The Team is activated by the Special
Assistance Coordinator (SAC) (or deputy) and controlled by a group of Team Leaders. The
Team Leaders will report into the Special Assistance Coordinator (SAC) (or deputy) and
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then from the on-site position when established.
The People Department (PD) will monitor the location of all staff whilst on duty and assist
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the Special Assistance Coordinator (SAC) in ensuring that adequate facilities are available
for all staff on duty (including associated companies if requested) to keep in contact with
their families whilst on service. A full and updated list of staff on duty will be kept in the
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Emergency Operations Center (EOC). The People Department will liaise with the Special
Assistance Coordinator (SAC) regarding the care of staff when on duty and returning to
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base. Any support actions will be coordinated via PD and they will work with psychological
support to receive recommendations as to the proper care of staff returning or for staff
located on base.
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3.6 Emergency Facilities at the Airport
In case of an accident the local authorities usually set up the following services:
a. Local Emergency Coordination Center
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b. Local Voluntary Services
c. Passenger Reception Center/Survivors Reception Center (SRC)
d. Crew Reception Center
e. Friends and Families Reception Center (FFRC)
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f. Media or Press Center
g. Emergency Inquiry Desk
h. Baggage Storage Area O
i. Temporary Mortuary
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3.6.1 Local Emergency Coordinator Center
In this facility, command and control is exercised and the link between AirAsia and the
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airport is established. The LECC must have adequate equipment, such as airport grid
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maps, computers, telephones, telex, fax etc to ensure reliable methods of communication,
both internal and external.
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The Local Emergency Coordinator (LECO) is responsible for ensuring coordination of

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communication between the LECC, the local authorities, ground handling agent resources
and AirAsia‟s Emergency Operations Center.
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In the case that AirAsia does not have a direct ability to set up a Local Emergency
Coordination Center, it will be the handling agent‟s responsibility to do so.
This can be done via the local authority‟s in-place arrangements. If so, the handling agent
should exercise this facility at regular intervals.

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The Station Emergency Response Manual (SERM) will be referred to by the LECO. This
manual is similar to the ERM but will have specific details and peculiarities of the particular
station and is abbreviated for ease of station use. For more details, the ERM will be referred
to.
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3.6.2 Passenger Reception Center/Survivors Reception Center (SRC)
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The SRC provides support and information for uninjured passengers. Registration of the
passengers will probably take place here – usually arranged by the Airport Authorities. The
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eventual meeting between passengers and friends/relatives will be coordinated by Airport
Authorities.
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3.6.3 Crew Reception Center

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The Crew Reception Center provides support and information for uninjured crew members.
Crew should be given the opportunity, as soon as it is possible, to let their relatives know
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that they are being cared for.

It is important that consideration be given to isolating the crew members from the
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passengers and Media.

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3.6.4 Friend and Relatives Reception Center (FRRC)

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The FRRC is for all friends and relatives who come to the airport, or location, to enquire
about the passengers involved in the accident.
It should be activated by the Airport Authority.
Coordination of the FRRC and the SRC is usually under the control of the Police.

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3.6.5 Emergency Inquiry Desk
A desk is usually set up at an airport terminal building (usually in the arrivals area and
preferably assisted by SAT volunteers) immediately after the emergency has been
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confirmed.
From this point, information can be passed on to the public and the Inquiry Desk can act as
a rendezvous point for friends and relatives who can then be escorted to the FRRC.
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It is important that the friends and relatives are screened from the attention of the Media –
to protect their privacy.
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3.6.6 Press/Media Center
The Press or Media Center should be established by the local authorities and this is often
the facility used to hold press conferences. AirAsia should be involved in these conferences
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whenever possible.
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This recommendation does not restrict the right of AirAsia to host all independent press
conferences and public declarations necessary.
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3.6.7 Baggage Storage Area

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The Baggage Storage Area provides a suitable location for storing baggage. The security of
personal effects and baggage is the responsibility of the local authorities or private agency
(with the authority‟s permission) – whilst in their care.
“Emergency Response Provider” will assist and coordinate this function if requested to do
so.

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3.6.8 Temporary Mortuary
The Temporary Mortuary should be established by the local authority. Most airports have
already designated an area suitable for this purpose.
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“Emergency Response Provider” will need to be advised regarding the facility and contact
numbers as they could endeavor to act on behalf of AirAsia.
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3.7 Local Functions
The following functions should be established in the local emergency management

organization.
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3.7.1 Initial Information – Station
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Initial information about the emergency will normally be provided locally by the Air Traffic
Service (ATS) function, but other situations can arise, e.g. over flying flights, where the
initial information may reach AirAsia late and via other sources.
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It is of vital importance, therefore, that station personnel are aware of the local crisis
management organization and that the Initiating Officer follows laid down procedures as
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soon as possible after the emergency occurs, i.e. contacts OCC.
Information about an emergency impact‟s on the safety of human lives and must, under no
circumstances, be disregarded.
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3.7.2 Initiating Officer

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Functions:
a. Can be a supervisory function working a shift at the airport.
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b. Sends the initial message to OCC

c. Alerts the local Emergency Management organization.
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d. Collects all documentation relating to the flight.

e. Acts as LECO until relieved.
f. Reports to the LECO (INO and LECO can be the same person).

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3.7.3 Local Emergency Coordinator (LECO)
Functions:
a. Activates LECC and remains there.
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b. Coordinates all activities in the LECC.
c. Is responsible for providing information within the local emergency organization, to
ED, to other functions within the AirAsia Emergency Management Organization and
to local authorities.
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d. Is responsible for the dispatch of all emergency messages.
e. Reports to ED.
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3.7.4 Humanitarian Support
Functions:
a. Is the AirAsia representative on site and coordinates the activities of the front-line
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Special Assistance Teams on site. AirAsia will deploy their SAT as soon as is
possible.
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b. Collects and coordinates all information concerning passengers, crew, and next of
kin.
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c. Organizes logistic arrangements for passengers, next of kin, crew and other
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personnel. This can include arrangements for accommodation, transportation,

catering, medical etc.
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d. Reports to the LECO and liaises with AirAsia‟s Special Assistance Coordinator
(SAC) and Emergency Director (ED).

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3.7.5 Field Representative
Functions:
a. AirAsia‟s representative at the accident site.
ED
b. Acts as an information coordinator between the authority‟s command post and
LECC.
c. Assists affected crew in all matters.
d. Assists authorities and Company Investigation Team (CIT).
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e. Assists the Aircraft Recovery Organization (ARO).
f. Coordinates information regarding the whereabouts of affected passengers and
g. Reports to LECO.
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crew (hospital, Passenger Reception Center etc.).
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3.7.6 Outstations
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Ground Operations will ensure that all stations meet the requirements established by Local
Authorities and AirAsia.
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AirAsia will assist wherever possible and supply any information it can in order to support
these functions. In those bases where there are no personnel of AirAsia (only handling
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agent), the AirAsia Station Managers will help in all necessary tasks to support the
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emergency.
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Chapter 4
TABLE OF CONTENTS
4.0 CHAPTER 4 - EMERGENCY RESPONSE PLAN ..................................................... 4.1.1

4.1 Station Processes and Activation............................................................................... 4.1.2
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4.1.1 AirAsia Emergency Response Plan ................................................................ 4.1.2
4.1.2 Activation Procedure ....................................................................................... 4.1.3
4.2 ERC Responsibilities ................................................................................................. 4.2.1
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4.0 CHAPTER 4 - EMERGENCY RESPONSE PLAN
When an emergency situation occurs, the pressure exerted by the media over AirAsia for
information and comments will be enormous. This pressure will begin immediately after the
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emergency has occurred and may last for weeks or even months. The main target will be the
affected station and Head Office functions, but, to a certain extent, all AirAsia stations will be
affected.
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Accordingly, it is of the utmost importance that all personnel levels are fully aware of this fact
whenever they are in contact with the public (passengers, relatives or Media).
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In the case of a hijacking or other act of unlawful interference, comments of a political nature or
speculation on motives must be avoided.
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Furthermore, security procedures must not be discussed and respect must be shown for the
requirement by the authority/ies for confidentiality regarding any subsequent investigation.
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4.1 Station Processes and Activation
4.1.1 AirAsia Emergency Response Plan
Part of this manual is a description of the functions and facilities that shall be activated to
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handle an emergency.
The aim is to establish a standardized ERP format which is to be utilized by Philippine AirAsia
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stations and in complementation with the concerned Airport Emergency Plan (AEP). Station
ERPs are individually tailored to meet varying requirements at each station and is coordinated
within an operator’s organization.
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Some stations will rely on support from their ground-handling agent in the first hours after the
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emergency, in coordination with the available humanitarian support sources.
When there are no available AirAsia resources at the stations, the efficiency of the entire crisis
response will rest on effective, rapid and accurate communication and liaison. This will be
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achieved by the Handling Agent establishing a Local Emergency Coordination Centre (LECC)
on behalf of AirAsia, to coordinate the local response to the emergency.
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The support shall be regulated in accordance with the terms of the ground handling agreement
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contract.
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Figure 4-1 Airport Emergency Response Coordination Flow

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4.1.2 Activation Procedure
Activate the plan as quickly as possible.
Every person that has been allocated a function in an emergency situation shall:
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a. Collect a copy of the Emergency Response Plan (ERP).
b. Collect the corresponding checklists.
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c. Collect the necessary forms for completion.
d. If member of ERC, proceed to the EOC and initiate actions according to their checklist.
The Emergency Response Manager (ERM): O

a. Distributes internal checklists to familiarize the staff about the coordinated actions that
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need to be done under pressure situations;
b. Ensures that the functions that would be involved in an emergency participate
periodically in the exercises;
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c. Rehearses internally the checklists to improve them and to keep them current, and
d. Revise these steps periodically and whenever there are organizational changes.
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The Emergency Director (ED) establish functions for each check list and function ensuring that
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there is a duty roster to cover this function at all times during the emergency.
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It is the duty of each person referred to in this plan, either by name or title, to be fully
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conversant with their responsibilities and activities in the event of an incident.
PAA has to consider a worst-case scenario which falls to those with executive responsibility to
ensure that everyone tasked with a specific job in the incident response has a deputy. The
deputy should be able to carry out the same functions as the First and will be called upon in the
initial absence of the former or share the tasks when the situation demands round-the-clock
coverage.

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Chapter 4
Unless the First decides otherwise there will be only one team member for each function at one
time; opening of the EOC, etc, raises the possibility of a protracted process and ‘burning up’
staff resource would be counter-productive.
ED
At the same time the Company must continue with as normal an operation as possible in order
to remain viable. Chief Officers, Post holder and Managers must therefore plan beforehand
how these demands can best be met.
LL
Regular checks of any procedures, equipment and instructions must be carried out to ensure
that they are valid and current.
O
TR
N
O
C
N
U

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Table 4-1 Activation Delegation Checklist
Information
Operations
Flight Ops
/GOS/ IT
Airports
Ground
Useful
ED
ACTION
OCC
ERM
ED
PD
Send email and SMS to all
Emergency Response
Committee (ERC) Member X
LL
informing emergency (no
activation yet)
If non-business hours,
prepare the Emergency O
Operation Center (EOC) X
Activate the Emergency
Response Committee
TR
(ERC) If Emergency X
Director (ED) requires
Contact providers
to alert them about the
situation and remain
N
stand-by X
Block passengers list
through DCS administrator
O
and request to station of

origin all flight
documentation (LDM, X
C
PSM, etc)
Appoint a Local Emergency
N
Coordinator (LECO) X
Confirm the Go Team

U
Director X
Activate Company
Investigation Team (CIT) X
Gather exact data on
situation of passengers
and crew X X

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4.2 ERC Responsibilities
The Emergency Response Committee (ERC) is responsible to take decisions with the
Chairman.
ED
No other figure should take any decision out of Emergency Response Committee (ERC). The
aim to follow a single and unique decision flowchart is to ensure that PAA is giving an excellent
service during the emergency to all people affected.
LL
Emergency Response Committee (ERC) is composed of the most relevant and necessary
figures to act in an emergency response. (refer to Chapter 3.1.1)
O
Directors and chiefs within the airline are all involved in the Emergency Response Committee
TR
(ERC). All of them have a specific roll to develop, with dedicated tasks and high duties.
N
O
C
N
U

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Chapter 5
TABLE OF CONTENTS
5.0 CHAPTER 5 – TASKS AND CHECKLISTS ............................................................... 5.1.1

5.1 General Policy............................................................................................................ 5.1.1
ED
5.1.1 Initiating Officer (INO) ..................................................................................... 5.1.2
5.1.2 Local Emergency Coordinator (LECO) ............................................................ 5.1.3
5.1.3 Operations Control Center (OCC) ................................................................... 5.1.5
5.1.4 ERC – Emergency Chairman (EC) .................................................................. 5.1.7
LL
5.1.5 ERC – Emergency Director (ED)..................................................................... 5.1.9
5.1.6 ERC – Communications ................................................................................ 5.1.16
O
5.1.7 ERC – Chief Operations Officer .................................................................... 5.1.29
5.1.8 ERC – Special Assistance Coordinator (SAC) .............................................. 5.1.31
TR
5.1.9 ERC – Special Assistance Coordinator (SAC) Site ....................................... 5.1.37
5.1.10 ERC – Ground Operations ............................................................................ 5.1.39
5.1.11 ERC – People Department ............................................................................ 5.1.43
5.1.12 ERC – Commercial ....................................................................................... 5.1.45
N
5.1.13 ERC – Flight Operations ............................................................................... 5.1.47

O
5.1.14 ERC – Maintenance and Engineering ........................................................... 5.1.49

5.1.15 ERC – Safety and Quality ............................................................................. 5.1.51
C
5.1.16 ERC – Quality Maintenance .......................................................................... 5.1.53

5.1.17 ERC – Administration Team .......................................................................... 5.1.54
N
5.1.18 ERC – IT Manager ........................................................................................ 5.1.56

5.1.19 ERC – Chief Financial Officer/Legal .............................................................. 5.1.58
U
5.1.20 ERC – Cabin Crew Manager ......................................................................... 5.1.61

5.1.21 ERC – Spokesperson .................................................................................... 5.1.62
5.1.22 ERC – Security.............................................................................................. 5.1.66
5.1.23 ERC – GO Team ........................................................................................... 5.1.68
5.2 Templates .................................................................................................................. 5.2.1
5.2.1 Accident Briefing Report.................................................................................. 5.2.1
5.2.2 Communications ............................................................................................. 5.2.2
5.2.3 Template 3 – GO Team List .......................................................................... 5.2.14

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Chapter 5
5.2.4 Template 4 – GO Team Essentials (Contents).............................................. 5.2.15

5.2.5 Template 5 – Incident Report Form ............................................................... 5.2.16
5.2.6 Template 6 – CAAP Notification Message .................................................... 5.2.22
5.2.7 Template 7 – Paper Log ................................................................................ 5.2.23
ED
5.2.8 Template 8 – Finance Control Sheets – Cash Issued on Location................ 5.2.25
5.2.9 Template 9 – Finance Control Sheets – Cash Spent on Location ................. 5.2.26
5.2.10 Template 10 –Location Templates ................................................................ 5.2.27
LL
5.2.11 Template 11 – Documentation to be Stored in Safe Place ............................ 5.2.28
5.2.12 Template 12 – PAA Bases Hotel ................................................................... 5.2.30
5.2.13 Template 13 – Passenger Details ................................................................. 5.2.31
O
TR
N
O
C
N
U

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Chapter 5
5.0 CHAPTER 5 – TASKS AND CHECKLISTS
5.1 General Policy
In a Full Emergency/Crisis declaration, the PAA Flight Operations will be responsible for the
ED
initiation of AirAsia’s Emergency Response Plan, as required. Full Emergency/Crisis is
declared when any accident or incident that involves lives of passengers in an aircraft
operated by the company and/or its code share partners carrying company’s flight numbers.
LL
Any communications with regards to an emergency situation, be it from ATC, Airport
Authority or for that matter from any other source (Initiating Officer) will be directed to the
O
AOC Flight Operations Control who will then execute the appropriate Emergency Response
Plan. The Emergency Response Committee (ERC) is the executive unit to be assembled in
TR
case of a serious incident, an accident, hijacking of a PAA aircraft, or a non- controlled
situation.
N
The Emergency Response Committee (ERC) has the overall responsibility for all decisions
and measures taken and is situated at the headquarters, Big Conference Room. This room
O
becomes the Emergency Operations Center (EOC) for the incident or accident.
C
As described in previous chapters, when OCC receives the first contact from the Initiating
N
Officer (INO), it will contact the first member of Emergency Response Committee (ERC)
according to the list on the following page: “Emergency Response Committee and Call List
U
Activation.” (Chapter 3.1.2)
The first member will assess (usually the Emergency Director, ED), with OCCs input, the
need to activate ALWAYS the members of the list.
The Emergency Director (ED) will decide after the Emergency Response Committee (ERC)
has received the briefing, which functions will be deactivated according to the progress of
the incident or accident. Additional members may be requested by the Emergency Director
(ED) whenever necessary.

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5.1.1 Initiating Officer (INO)
Table 5 – 1 INO Checklist

Company Position : Initiating Officer
ED
CHECKLIST  Time
1 In case of emergencies, contact OCC by phone immediately.
+ 632 854 0994 / + 632 833 6643
LL
2 Once reported verbally, send written details using email, fax or Viber,
with the next information: Name, location and contact number.
Email: paa_dutyocc@airasia.com
Fax : + 632 854 09 94
Tel : + 632 833 66 43
O
TR
Information required
Name
ID number / Position
N
Location
Contact number
O
3 Issue the “Accident Briefing Report” and send it to OCC and Local
C
Emergency Coordinator (LECO).

4 Alert local emergency organization, authorities and services according
N
to the contact list for each station. Refer to the Local Emergency
Coordinator (LECO) and Local Emergency Coordination Centre
U
(LECC) for all coordinators.

5 If the aircraft originates from own station, begin retrieving all Flight
Documents.
6 Necessary documentation
Accident Briefing Report
Local Alarm List
List of flight documents
Airport Map

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5.1.2 Local Emergency Coordinator – (LECO)
Table 5 – 2 LECO Checklists

Company Position : Local Emergency Coordinator - Station Manager
ED
CHECKLIST  Time
1 Receive a briefing and a copy of the “Accident Briefing Report”
from the Initiating Officer (INO) and any flight documents
LL
collected.
2 Activate the Local Emergency Coordination Center (LECC), if this
has not already been done, and ensure that all the
3
O
communications systems (e.g. telephones, faxes) are functioning.
Make contact with the local authorities, if not already established,
TR
and determine what support and resources are necessary to
secure the accident secure the accident site and provide ongoing
crisis management cover.
N
4 Send copy of preliminary Passenger Name List to Philippines

AirAsia’s Operations Control Center (OCC) – check fax/email
O
details are correct before sending.

CONFIDENTIAL
C
5 Ensure that the local processes and organization is in place and

IF NECCESARY, Assign a field representative on site to:
N
Coordinate the Reception Centers, ground transportation,

hotels, hospitals and any others support given to survivors
U
or relatives.
Keep a precise log of all the details above – keep feeding this
information to Ground Operations and keep a copy, in safe
custody, at the station.

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6 Coordinate with Ground Operations for the collection,

assembly and confirmation of a passenger manifest; once
completed coordinate its release to the Emergency Director
(ED).
ED
7 Activate and assign coordinators (via Handling Agent and
with the agreement of the airport authorities) for the remaining
Facilities according to the local list:
LL
Passenger Reception Center/Survivors Reception Center
(SRC).
Family Reception Center/Friends & Families Reception Center
O
(FFRC).
Crew Reception Center.
TR
Press Reception Center.
8 Collect, transmit to Emergency Response Committee (ERC) (via
GROUND OPERATIONS) all copies of documentation relating to
N
the passengers and flight crew at the Local Emergency

Coordination Center (LECC).
O
Keep copies of all documentation in a safe place.

9 Send an accident progress message whenever new information is
C
available and at least every two hours.

N
10 In liaison with the Ground Operations head, consider best way to

continue ground handling operations at your airport. Is the airport
U
closed or open?
11 Get the latest weather report.
12 Assist any team members arriving from PAA e.g.: Company
Investigation Team and Aircraft Recovery Organization (ARO).

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5.1.3 Operations Control Center – (OCC)
Main Tasks:
Gather all the information and provide to ED. Activate the Call Center.
ED
Perform first activation/information to involved parties.
Table 5 – 3 OCC Checklist
Company Position: Operations Control Center

LL
CHECKLIST TIME
1 On receipt of call verify information by calling back the Initiating

Officer.
2 Contact Emergency Director (ED) – assess.
O
(No other function will be provided with information until their arrival to
TR
the Emergency Operations Center – (EOC).
3 Establish link with Local Emergency Coordinator (LECO). Obtain
telephone and contact staff at accident site of the Airport Emergency
N
Control Center and handling agent local incident control center.

4 If Emergency Director (ED) requires activation of the Emergency
O
Operations Center (EOC) – contact with OCC Duty Manager to

activate the emergency response procedure.
C
5 Revise complete “Accident Briefing Report” containing basic

information about the incident/accident to the involved functions.
N
6 Request GROPS: to ask Departing Station for the boarded

U
Passengers Name List (PNL). Should be the final one, including the
Last Minute Changes (LMC) or Go-Show passengers, crew and any
declared Dangerous on board.
7 Together with GROPS: and CLC, obtain all flight documentation
available from station of departure: LDM-LIR-LOADSHEET, PNL,
Fuel Chit plus all message issued related to the flight. (NOTOC if
any).

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8 Review resources to be used: aircraft, crew (to be available to support

the Go Team and provide a relief aircraft).
9 Organize one member of OCC to be the link between OCC and the
Emergency Response Committee.
ED
10 Prepare documentation (from Local Emergency Coordinator-LECO)
for the briefing to the Emergency Director (ED) and the Emergency
Response Committee (ERC).
LL
Go to Emergency Operations Center (EOC).
11 Make necessary changes to the program to insure business
continuity. O
TR
N
O
C
N
U

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5.1.4 ERC – Emergency Chairman (EC)
Table 5 – 4 Emergency Chairman Checklist

Company Position: Chief Executive Officer
ED
CHECKLIST  TIME
1 Proceed to EOC. Ensure all communications and processes are
operational and the Emergency Response Committee (ERC) is
LL
activated. Ensure there is an Emergency Director in charge.
2 Chair the Emergency Operations Center (EOC) as soon as the
Emergency Director and the Emergency Response Committee
O
members are active. Ensure and hold first briefing together with the
Emergency Director: assess current situation, review all available
TR
information and agree strategy.
3 Support and guide the Emergency Director in all decisions and ensure
enough resources are available.
N
4 In liaise with the Authorities and the Contact Person, choose the right
place for the location of the Family´s Assistance Center and inform to
O
Emergency Director (ED) for activation.

5 Assure that the following 4 specific operational objectives are
C
achieved through the Emergency Response Committee (ERC):

1. Identify a confirmed Passengers Name List (PNL) including crew
N
names and possible dangerous goods on board and assure delivery

of the list to the appropriate authority. (within two hours of
U
accident/incident).
2. Activate Call Center for both passengers and families as well
ensure crew and family assistance is organized. (within a maximum of
two hours).
3. Ensure a Go Team is assembled and flight arrangements are
made to arrive to the place of accident/incident as urgent as possible.
4. Assure that a Company Investigation Team (CIT) is active.
(Not all 4 actions might always be needed).

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6 Media Crisis Communication: Support all media efforts done by the

communication officer(s) to protect AirAsia brand. Ensure information
is provided to the media (both social media and other channels).
*Guide communication strategy to the general public focusing
ED
especially on the needs of passengers, crew and their families.
*Watch out for false information by media sources. Dismiss false
information, if appropriate.
LL
7 Liaise and build confidence with shareholders and other creditors to
guarantee business continuity of the company.
8 Institutional Relations: take personal contact with the highest relevant
O
authorities (Presidents, Ambassadors, Ministers, high ranking security
officers, etc.) build trust in the activated Emergency Response Plan
TR
and show highest support.
1. Provide maximum cooperation with political authorities, security
forces, judges, civil protection authorities and hospitals.
N
2. Organize joint public communications with authorities (if

appropriate).
O
3. Support other technical requests of the Emergency Response

Team and facilitate access and coordination.
C
4. Attend high level meetings with public officers and provide

N
updated information on AirAsia ongoing support efforts.

9 Ensure the compliance of the immediate economic cover
U
requirements of the persons entitled to compensation, according the

normative and in coordination with the involved departments (finance,
legal...).

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5.1.5 ERC – Emergency Director (ED)
Table 5 – 5 ED Checklist
Company Position: 6 High-level officers in turn
ED
CHECKLIST  TIME
1 On receipt of call from OCC – confirm details and assess what action
should be taken.
LL
2 Call Emergency Chairman (CEO) and update immediately.
3 Contact to OCC to look for the parking security code out of business
hours.
O
Go to Emergency Operations Center (EOC) and ensure all Emergency
Response Committee (ERC) members are called.
TR
Ensure the activation of log, setting of clocks and running Emergency
Operations Center (EOC) (via Administration Team - Log Keeper).
4 Contact to OCC and receive an initial briefing and documentation. If
N
possible briefing should be received with the rest of the Emergency

Response Committee (ERC) present.
O
5 Decides the activation or not of “Emergency Response Provider”, after

previous authorization from the Emergency Chairman.
C
6 Ensure link with Local Emergency Coordinator (LECO) on arrival to

obtain briefing on current status at incident/accident location.
N
7 Decide the activation of GO TEAM and select a Go Team Leader.

U
8 Activate the Company Investigation Team (CIT), after previous

authorization from the Emergency Chairman.
9 Depending on the situation, decide, after previous authorization from
the Emergency Chairman, which functions need to be present in the
Emergency Operations Center (EOC). Functions not needed will
remain on stand-by.
10 Evaluate a possible briefing to those functions not attending the
Emergency Operations Center (EOC) and that possibly would need it

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(e.g. law, insurance,etc …) authorized by the Emergency Chairman.

11 Require a briefing from Ground Operations about the details of the
passengers:
Nationalities / languages. Family Groups / children.
ED
Passengers with special needs. Any special group.
Passengers with onward connections. Any VIP / media relevant
passenger.
LL
Any deviation or conflict reported in the departure.
12 Ensure that:
Ground Operations is organizing Go Team. O
“Emergency Response Provider” is activated–liaise with Special
TR
Assistance Coordinator (SAC).
That telephone numbers for Call Center are issued by Corp. Quality.
N
Ground Operations has acted on manifest reconciliation – allocate any

O
resource required if necessary. Ensure Special Assistance Coordinator

(SAC) involved.
C
N
Special Assistance Coordinator (SAC) and Emergency Response

Team are in the care of passengers and crew in liaising with People
U
Department and Flight Operation, and Special Assistance Coordinator

(SAC) has contacted with psychological support.
Family´s Assistance Center is activated according to Emergency

Chairman instructions and so communicated to Special Assistance
Coordinator (SAC) and Ground Operations (stations).
13 Ensure that Communications has started preparing the first press
release.

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14 Establish initial contact with local authorities – assess needs and liaise
with Local Emergency Coordinator (LECO)/ Special Assistance
Coordinator (SAC).
15 Make sure that someone is in charge of gather the
ED
contacts for the local authorities at:
Station of origin.
Station of destination.
LL
Station of transit.
Closer town hall / local government where the
accident has taken place. O
Any other authority that should be informed.
TR
16 Ensure that Safety & Quality has notified regulatory authorities of
accident and that all necessary paperwork has been complete.
N
Obtain assistance from PAA Legal and ascertain what is required to

protect crews and their families.
O
17 In liaison with Chief Financial Officer and Legal, consider legal and
financial requirements for continued running of incident.
C
18 If deployed, follow up the status of the GO Flight and the GO Team

N
with the Ground Operations.

U
Confirm with Ground Operations and Special Assistance Coordinator

(SAC) the opening of Family´s Assistance Center (FAC).
19 IF NECESSARY do a short break and gather information from all
assisting functions. Each function to briefly explain actions taken.
Hold briefing sessions with team as soon as possible – take updates

from team (at least hourly) - ensure that:

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Special Assistance Coordinator (SAC) /Ground Operations are

reconciling manifest. Remember the need to obtain PNL before two
hours after accident.
ED
*Passenger care is organized/resourced – is Special Assistance Team
(SAT) called and mobilizing? What assistance does Special Assistance
Coordinator (SAC) need?
LL
*Family Assistance Center (FAC) is being organized – time?
*Call Center is activated.

O
TR
*Crew care is being managed.
*Media/Communications statements are on schedule and

N
status/feedback from “Emergency Response Provider”.

O
*Internal statements are being issued on schedule (to be sent via PD

when ready).
C
N
*First media conferences or TV interviews are being arranged.

20 If now it is more than one hour since the incident/accident was notified,
U
to check if the following communications have been performed (if

applicable):
*With Media/Communications: First press release distributed.
*With People Department: Any Communications to workers if needed.
*With Flight Ops / Safety & Quality: First communication to on duty

Crews and passengers on flight.

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Chapter 5
*With Ground Operations: Communication to all bases when this has

been approved.
ED
*Liaise with Maintenance Director and ascertain status of aircraft. Has
history of aircraft been established, including last technical log entry?
LL
*Make sure that the information has been coordinated with a
homogeneous outcome.
21 Evaluate whether it is necessary a Legal / Insurance / Financial /
O
function within the Emergency Operations Center (EOC).
TR
If not, make sure that functions involved but not attending the
Emergency Operations Center (EOC) are continuously briefed.
22 Hold special briefing with media team – collate feedback and assess
N
what media issues we have.

Ensure that the EC is continuously updated and supported.
O
Require Communications to prepare a briefing about the media

monitoring. Require Communications to brief about the press releases
C
status.
N
23 IF NECESSARY do a short break and gather information from all

assisting functions. Each function to briefly explain actions taken.
U
Hold briefing sessions with team as soon as possible – take updates

from team (at least hourly) - ensure that:
*Passenger care is organized/resourced – is Special Assistance Team
(SAT) called and mobilizing? What assistance does Special Assistance
Coordinator (SAC) need?
*Family Assistance Center (FAC) is being organized – time?

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Chapter 5
*Crew care is being managed – is Flt Ops hot line open?
*Special Assistance Coordinator (SAC) /Ground Operations are
ED
reconciling manifest. PNL shall be published.
*Communications statements are on schedule.
LL
*Internal statements are being issued on schedule (to be sent via PD
when ready). O
*First media conferences or TV interviews are being arranged.
TR
*Contact airport authorities at affected airport and advice of actions

being taken. Discuss situation and plan for the future (via Local
N
Emergency Coordinator - LECO).

24 Check with the Emergency Chairman if there are special needs or
O
support being needed (financial, resources from other organizations,

etc…).
C
25 Organize roster patterns for continuation of the Emergency Response

N
Committee (ERC). Consider use of Human Resources to support

resource over the coming days.
U
26 Review on site needs e.g. staff, finance and plan to move main function
to on-site location as soon as is convenient – work with People and
Culture Department to achieve.
27 Ensure that each Emergency Operations Center (EOC) function,
including Emergency Director (ED), has a roster created.
28 Decide regular follow up / update meetings and communicate them
before the Emergency Response Committee (ERC) leaves the
Emergency Operations Center (EOC).

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29 Require to all Emergency Response Committee (ERC) members to

prepare a brief update for the next meeting. Communicate the next
meeting time. Require PUNCTUALITY.
30 Require to all Emergency Response Committee (ERC) to keep a log of
ED
the actions taken to prepare a report to be sent to the Emergency
Response Manager and the Emergency Director (ED).
31 Ensure that the members of the Emergency Response Committee
LL
(ERC) look for their substitution by another member.
32 Communicate to all Emergency Operations Center (EOC) members the
deactivation of the Emergency Operations Center (EOC).
O
33 Communicate to all Emergency Operations Center (EOC) members
that not earlier a week after the accident/incident it will take place a
TR
debriefing where ERC members are required to bring their reports on
their actuation. Follow up meetings might be decided to keep track on
open issues, leadership will be taken by CEO or the Emergency
N
Response Manager (ERM).

O
C
N
U

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5.1.6 ERC – Communications
Table 5 – 6 Communications Checklist

Company Position : Corp. Comm. Head + Director for Safety
ED
CHECKLIST  TIME
1 ACTIVATION
On receipt of notification, go to the EOC and verify initial FACTS and
LL
define what TYPE OF COMMUNICATION CRISIS are we facing:
KEY DECISION FOR COMMUNICATION TO OPEN A TREE OF
DIFFERENT REACTIONS
O
1.1. Identified event as a minor communication impact that does
not compromise AirAsia’s responsibility (ash cloud, strikes, etc.).
TR
1.2. Identified event as a major communication impact that does
not compromise AirAsia’s responsibility (Airport Fire, terrorist
N
attack, etc.).
O
1.3. Incident or minor accident with injured people and some

communication impact. (Aborted take-off causing injuries, etc.).
C
1.4. Major incident or minor accident that could evolve into a serious
N
event if injured people die. (Emergency landing where wheel

caught fire and evacuation is needed, etc.).
U
1.5. Accident with high communication impact and many

uncertainties (Loss of aircraft with fatalities and CNN or
similar relevant channel broadcasting the event, etc.).
1.6. In case of false crisis, incident or accident evaluate the need to

issue a press release dismissing that information and/or use
social media to respond. (Aircraft not being spotted by the radars

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for a short period of time, etc.).
1.7. If false crisis goes out control, it would be necessary to take

and upload positive pictures/testimonies/sound arguments to
ED
deny fake information in a positive and constructive manner.
(Media tabloid leaks unconfirmed rumours, as false
accident/PAA safety standards are weak/PAA to stop
LL
operations/PAA pilot arrested provoking massive stream of
booking cancellations and media coverage, etc.)
2 Activate the rest of the COMMUNICATION TEAM and/or volunteers.
O
Find out manpower available to support you.
Locate the best available nominated Spokesperson for AirAsia (in case
TR
you think you may need him soon).
Ensure that at least one dedicated media team player in the local
language is available as urgent as possible.
N
Ensure that at least one dedicated social media team player is also in
place as urgent as possible.
O
Ensure telephone numbers and communication methods to be used

within the team and to respond to the media. Make sure that incoming
C
external calls are diverted to ensure the line is free to

N
communicate with the Communication Team. Should it be in the case

that the event happens in a base, ensure that the main
U
representatives are included in the Communication Team.

3 MEDIA TELEPHONE NUMBER / EMAIL
Take the decision (according to the emergency level stated in (1),
to activate the global Emergency Communications provider/media
call center and/or the local media agencies.
Incident: (if applicable) issue a number from “Emergency Response
Provider” as Media call center number or email.
Accident: Contact “Emergency Response Provider” and initiate their

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cover. Issue telephone number for the Media Call Center of the
“Emergency Response Provider”.
4 KEEP COLLECTING INFORMATION AND FACTS
FROM THE OCC MANAGER (or on-duty deputy) the current situation
ED
and known circumstances of the accident as well as basic details
required for second and subsequent press releases and press
conference.
LL
Namely:
A. Flight number
B. Flight date and timing (actual time of departure and
O
expected time of arrival).
C. Origin & Destination
TR
D. A/C type
E. Number of passengers reported to be on board
F. Number of crew on board
N
FROM THE CHIEF PILOT FOR TECHNICAL AND SAFETY (or on-
O
duty deputy) the following details on aircraft history:

A. Aircraft type
C
B. Engines’ type
Aircraft’s date of manufacturing
N
C.
D. Engines’ date(s) of manufacturing
U
E. Frame’s latest checks

F. Engines’ latest checks
G. Previous owners
H. Frame’s number of cycles
I. Engines’ number of cycles
FROM THE FLIGHT OPS DIRECTOR (or on-duty deputy) the

following details on pilots:

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Chapter 5
A. Name and surname of captain – PRIVATE INFO.

B. Captain’s number of flight hours- of which, how many in
aircraft type.
C. Captain’s years of experience.
ED
D. Name and surname of first officer – PRIVATE INFO.
E. First officer’s number of flight hours – of which, how many in
the aircraft type.
LL
F. Captain’s date of entry in AirAsia
G. First officer’s years of experience
H. First officer’s date of entry in AirAsia
O
FROM THE CABIN CREW MANAGER (or on-duty deputy) the
TR
following details on cabin crew:
A. Name and surname of every cabin crew on board –
PRIVATE INFO.
N
B. Number of flight hours of every cabin crew on board.

C. Date of entry in AirAsia of every cabin-crew on board.
O
Ensure that all information is validated by the Emergency Director.

C
Ensure that those entitled to give interviews on behalf AirAsia

have exactly the same information.
N
U
Identify relevant authorities and get its media liaisons contacts to

coordinate any communication action.
5 PRESS RELEASE DISTRIBUTION: When the first press release
is approved by the Emergency Chairman:
A. Immediately send to all designated press agencies (via the
Media Call Centre). A list of relevant media agencies in
each country as well as global ones should be prepared.
B. Post the press release on your social media channels

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consistently with (see #15).

C. Remind the rest of the Emergency Response Team to use
and make available the press release to the accident site
team and the emergency call center.
ED
6 FIRST PRESS RELEASE AND FIRST TWEET WITHIN ONE
HOUR
(unless there are serious doubts about the type of event (based on
LL
(1)):
1. Prepare an initial press news release (within one hour)
(Chapter 5.2.2) based on the pre-formatted options. Issue brief
O
details containing:
A. Flight Number/Date. Routing. A/C type. Number of
TR
passengers reported to be on board. Number of crew on
board. Origin and destination of flight involved.
B. The first press release in the “dominant language”: the
N
release should be prepared in English and/or Tagalog

depending on the countries mainly affected. (To be
O
dependent on activation of local agencies to adapt any

template. Additional countries/languages issue to be
C
discussed).
N
C. English version must be prepared in parallel (should English

not be the dominating language, unless (1.4) or (1.5)
U
situations in which English may become the only language to

address the media).
Take Press Release to EOC for approval and obtain Emergency

Chairman specific authorization before release.
2. Consider release first “tweet” acknowledging initial reports to

position yourself as a quick responder (even before the first press

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release if required) and avoid damaging the reputation for lack of

interaction. Repeat regularly with short posts until new information is
confirmed. To be consistent with social media policy defined in (14).
7 Prepare the INTERNAL COMMUNICATION IN LIAISON WITH
ED
PEOPLE DEPARTMENT, prepare the Internal communication release
to (same timing and number as the press releases):
A. Employees
LL
Ensure the communication goes out a few minutes before external
communication. O
Ensure that local representative at the base of the accident/ incident
TR
get the statement before being released publicly.
Inform all staff that an incident has occurred.

N
Remind them that they shall not discuss the incident and should avoid
O
any comments outside of the company.

C
This communication is to be performed just minutes before the press

N
release. They should be also reminded to keep confidential all

information and NOT to post any information of the company in their
U
social media accounts.

Make sure that the information has been coordinated and updated in
the internal system.
8 Release a Corporate press release in order to position AirAsia as a
reputable airline.
As the event could bring interest from media unaware of AirAsia
before, ensure that it is sent to the same distribution list as the
Emergency press releases.

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9 COMMUNICATION TO STAKEHOLDERS: (depending on the

seriousness of the event, as determined in (1) and synchronized with
public statements) In liaison with the Emergency Chairman or
Emergency Director in EOC consider at the appropriate time:
ED
A. Sending a specific communication to shareholders or other
stakeholders that are involved or directly affected by the event
and should have information.
LL
B. Sending a specific communication to commercial partners
directly affected by the event (tour operators with passengers on
O
board or special commercial intermediaries).
TR
C. In case the aircraft is operated by a wet leased/franchise or sub
chartered company support consider coordinate and work
together with the operating carrier in regard to obtaining
N
technical data or information to be used in the press releases.

O
D. Change branding to monochrome/remove promotional images

and messaging from all online platforms that may be offensive.
C
Music/Voices onboard may also be removed or changed if

N
necessary.
10 When the toll-free numbers for family assistance (from the Emergency
U
Response Provider” Call Centre) are known:
A. Communicate both numbers (media and families’) to the

Special Assistance Coordinator and Communications Manager.
B. Add these to the media (media number and families’ number).

11 DEPLOYING A COMMUNICATION TEAM TO ACCIDENT SITE / GO
TEAM when event level (according to (1)) requests so.

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Accident site where families will meet and especially at the Family
Assistance Centre (normally Origin/Destination airport) will be the
centre of attention of the media.
ED
In liaison with the Emergency Chairman and Emergency Response
Committee (ERC), ascertain who will be deployed to the
LL
incident/accident site and departure airport (if required). Arrange for a
representative of the communication team to proceed to the event
location as a member of the support team.
O
If the incident was not at any airport, increase the media team
TR
accordingly to cover the accident site as well as the airport locations.
Establish contact with airport media teams, assess what response is
being offered and share it with the support team.
N
Ensure that accurate information is being issued.

O
Key processes to supervise or follow up at site will be:

C
A. Collect front line information and facts and report back to

N
EOC.
B. Liaison with Emergency Chairman on any relevant facts.
U
C. Organize local logistics of press conferences and assist

spokesperson needs.
D. Support family briefings by AirAsia management team.
E. Be prepared and manage potential private and conflicting
family’s statements to media.
F. Manage local false piece of information.
12 PRESS STATEMENT AND/OR PRESS CONFERENCE BY
SPOKESPERSON

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Prepare for press conferences and dedicate team members to assist

the AirAsia representative at the conference locations, must be
authorized by the Emergency Chairman. Support the chosen
spokesperson.
ED
Synchronize all communication releases and events with the relevant
authorities (local/regional/national) depending on the level of
LL
emergency (according to (1)).
In the event of category 1.5: O

H+3 / H+6 HOURS (aprox) (time TBD)
First media appearance/statement by a senior executive
TR
(Spokesperson) at departure/arrival airport or accident location.
Additionally, depending on circumstances, the airline may decide to

N
hold a first press conference in a pre-set location or to post a

broadcast-quality video statement by the CEO on its website and/or
O
YouTube, in which he/she confirms key facts and outlines the airline’s
immediate priorities, with appropriate messaging. This would ensure
C
that the CEO is “visible” early in the response, without necessarily

N
exposing him/her to media questions at a point where confirmed

information is scarce.
U
H+24 HOURS (time TBD)

First in-person press conference with CEO at departure/arrival airport
or accident location).
This event should be recorded.
For press conference. Please bear in mind:
A. Thorough preparation of statement to be made and
potential questions.

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B. Identify key message(s) and revise do’s and don’ts.

C. Call out to press / media sources with time, content and
duration.
D. Ensure an “adequate scenario”. Visit premises to ensure the
ED
place meets our needs and ensure security/access to press
media only and other logistic details.
LL
A first press conference at HQ may be quicker to organize at a hotel
nearby. A conference at departure/arrival airport or accident location
revises also above points. O
H+6-24 HOURS
TR
Further statements, media interviews and press conferences as
relevant information is confirmed (may be done jointly with emergency
services, response agencies, airport operator, government
N
representatives or investigating body).

13 Second and subsequent press releases should be stated by the
O
relevant AirAsia spokesperson.

Evaluate the need of a second press release according to the
C
information received through the media monitoring. (H+4hours aprox,

N
depending on new facts available).

14 ACTIVATING SOCIAL MEDIA CHANNELS:
U
If incident:
A. Ensure that all the passwords to Facebook, Twitter, Instagram,
LinkedIn & YouTube are reset to ensure that the appropriate
user knows the new password.
B. Ensure action has taken to ensure to post an approved

message in our social media platforms.

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C. Check with the Call Center Function if further support is

required.
If accident:
ED
A. Ensure that all the passwords to Facebook, Twitter, Instagram,
LinkedIn & YouTube are reset to A1rAs1a_emergency and
ensure that the appropriate user knows the new password.
LL
B. Ensure action has taken to ensure that Call Centre Agents
answers to any question related to the incident accordingly.
O
C. Stop any newsletter or planned publication in social media
TR
networks depending on the classification of the event
(according to (1)).
N
D. Check with the call center function if further support is required.

O
E. Synchronize the second and third press release with twitter and
Facebook distribution, referring to press releases as main
C
stream of communication.
N
15 Do not comment on passenger or crew names or issue any news on

crew names. If the media have gained access to passenger or crew
U
details liaise with Emergency Director to assess best course of action.

Names of passengers and/or crew members should not be released
publicly (if at all) until their legal next-of-kin have been notified, and
only then in close coordination with the authorities.
16 MEDIA CALL CENTER: Continue to assess information coming back
from “Emergency Response Provider” and guide/coordinate media
response accordingly.

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17 In case of mortal victims, always check with relevant authorities first,

release the message of condolence for the newspaper of the day after
and coordinate the selection of the place (city, etc.…) of the edition
with People Department.
ED
18 MEDIA TEAM: Create roster for media cover, calling upon help from
People Department, if required.
19 Send your report of actions taken, feedback, etc. to the Emergency
LL
Director and Emergency Chairman if possible with an “Accident
Briefing Report”.
20 COMMUNICATION VIA SOCIAL MEDIA (based on social media
O
policy to be defined in 15)
TR
Social media should be used as a faster direct channel to enhance
other classical communication channels.
N
Social media should not anticipate news not disclosed on main media
channels nor provide details not approved by the Communication
O
Director.
C
Social media approach should be to block negativity without becoming

N
a breaking news channel, avoiding to stress the whole communication

timeline (To be discussed according to (15))
U
Use social media networks to monitor the development of the crisis.

21 Events which may require ongoing communication (Day 3 and
beyond)
Once the situation begins to stabilise, organise a conference call of all
relevant parties to discuss – resource the next few days and avenue to
take to ensure AirAsia is well represented in the media.
These are the events that may require action or monitoring:

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A. Recovery/identification/repatriation of victims and hospitalized

survivors.
B. CEO visit to accident site (if accessible)
ED
C. Memorial events (internal/external)
LL
D. Funeral (employees/passengers)
E. Release of initial investigation findings

O
F. Return to business-as-usual (phased)
TR
G. Paid advertisements expressing sorrow & thanks to community

N
H. Future recovery of additional wreckage or remains

O
I. Conclusion of recovery/identification process

C
J. Release of interim investigation report

N
K. Release of final investigation report and recommendations

U
L. One-year anniversary (possible mass interment of unidentified

remains)
M. Completion of criminal/civil litigation
N. Subsequent anniversaries (particularly “milestones” – 10 years,

etc.)

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5.1.7 ERC – Chief Operations Officer
Table 5 – 7 COO Checklist

Company Position :
ED
CHECKLIST  TIME
1 On receipt of notification, go to the Emergency Operations Center
(EOC).
LL
2 Meet Technical & Operations Directors to collect and supply to EOC
all information related with aircraft and crew involved with the
incident or accident.
3
O
Contact Emergency Director (ED) to establish a proper scheme for
communication while crisis is not resolved.
TR
4 Ensure with OCC the continuity of operations of the company and
take appropriate decisions to mitigate the effects of incident or
accident.
N
5 Meet with Commercial and Business Continuity Manager to agree on

any action required to continue company activity. Establish a
O
scheme for future contacts as long as crisis lasts.

6 Meet again with Technical and Operations Directors to see if there is
C
any indicator that, based on evident facts, safety might be affected in

the rest of the fleet. It this is the case, make the relevant decisions.
N
7 Meet with Safety & Quality, Operational Managers and Human

U
Resources to prepare a note for the crew informing them that

incident or accident is being managed in accordance with company
rules and that nothing indicates that measures must be taken in
regards of the operation (if this is the case).
8 Check that potential passengers affected by cancelled flights, as a
result of the incident or accident, have been properly attended and
taken care.

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9 Liaise with People Department; meet with representatives of the

different Departments to check that everybody has the required
resources to continue with the normal operation.
10 Check that there are alternate staffs nominated for all key position to
ED
be sure that Emergency Response Plan for the crisis has coverage.
LL
O
TR
N
O
C
N
U

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5.1.8 ERC – Special Assistance Coordinator (SAC)
Table 5 – 8 SAC Incident/Accident Checklist

Company Position :
ED
CHECKLIST  Time
1 On arrival at the Emergency Operations Center (EOC) collect latest
information available from EDs briefing.
If incident, make “Emergency Response Provider” aware of the
LL
2
situation without activating.
If applicable, establish connection with Call Center and “Emergency
O
Response Provider” via phone: Record tel number for contact, make
a note of the “Emergency Response Provider” Phone number.
TR
If applicable, check status and coordinate implementation of:
A. Call Center: Post numbers for Emergency Operations Center
(EOC) as Family Assistance Center (FAC) logistics.
N
B. Traditional Services: Collect information required by

O

3 Activation of “Emergency Response Provider”
C
A. Ascertain with Emergency Director if “Emergency

Response Provider” is activated and/or if they have sent
N
their First Responder Team.

B. Attend briefing with Emergency Director. Determine plan of
U
action. If “Emergency Response Provider” has been

activated, establish lines of communication.
C. Liaise with the Emergency Director the opening of the Family
Assistance Center. Notify the decision to the “Emergency
Response Provider” immediately. The Head of People
Department is responsible for coordinating the opening of the
Family Assistance Centre and the Passenger Coordination
Centre with “Emergency Response Provider”. The Special

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Assistance Coordinator needs to be appraised of the plan at

the earliest opportunity.
D. Liaise with “Emergency Response Provider” First
Responders. Go Team has arrived ahead of the “Emergency
ED
Response Provider”, appoint one person (from the Go Team)
to carry out briefing with “Emergency Response Provider” and
relay information to you. Advise the Emergency Director.
LL
Select the appropriate Special Assistance Team (SAT) depending
on: O
A. Site.
B. Passenger’s nationality.
TR
C. GO Flight Departure Station.
D. Alert the SAT Leader to activate appropriate volunteers
avoiding situations where further problems are avoided, e.g.:
N
too many volunteers from the same department.

4 If applicable (normally incident), make sure that the passengers
O
are delivered with the template (SATKIT) to fill in their contact details
together with the details of personal belongings left on the aircraft.
C
5 Make sure that Call Center is aware of the situation. Further

N
information to be received via press releases and further contacts

between them and the Special Assistance Coordinator (SAC).
U
6 Activate the appropriate Special Assistance Teams via Team Leaders

A. Brief them with the latest information and instruct them to their
team for assembly at arranged points.
7 Establish contact with the Insurance company to coordinate the
passengers’ assistance:
A. Reference account number
B. Insurance Company Details

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8 Coordinate with Local Emergency Coordinator (LECO) regarding

location of local station reception centres for:
A. Families
B. Crew
ED
C. Employees
D. Media
LL
Based on station records and post in EOC.
9 Gather the list of uninjured, injured and deceased. Take appropriate
actions together with the CC and SAT deployed Teams through Site
O
Special Assistance Coordinator (SAC). Make sure that the information
is periodically updated (together with the deployed Teams)
TR
including the locations of these persons and the Special
Assistance Team (SAT) volunteers that assist them together with
their contact details.
N
If incident:
A. Get their contact details.
O
B. Make sure they are under Special Assistance Team (SAT)

supervision.
C
C. Make sure that continuous follow up contact is provided.

N
D. Make sure that medical and psychological assistance is

available when appropriate.
U
E. Provide brief and updated information to the Emergency

Director (ED).
10 If applicable, liaise with Emergency Director (ED) regarding
deployment of AirAsia Special Assistance Team (SAT).
When will they be ready to go?
Can this be coordinated with existing ”Go aircraft” or is there a need
to send team on another aircraft?
Ensure e-ticketing arrangements.

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11 If no Special Assistance Coordinator (SAC) available or activated

nominate a SAT Leader as an on Site Special Assistance Coordinator
(SAC).
12 Prepare the initial briefing for Special Assistance Team (SAT)
ED
Leaders and volunteers.
Details to include:
A. Description of emergency including details injuries/loss of life
LL
etc.
B. Status of Go Team and flight arrangements.
C. Destination location and Family Assistance Centre (FAC)
O
details (if available).
D. Alternate means of communication with Special Assistance
TR
Team (SAT) prior to deployment.
E. Securing of psychological support at briefing room/Go Team.
F. Provision for food/materials prior to deployment (consider
N
purchasing items locally if needed).

G. Future schedules for briefings.
O
13 Discuss with Emergency Director (ED), Local Emergency Coordinator

(LECO) and Ground Operations to ensure that all information
C
regarding passengers, relatives and crew is coordinated with the Call

N
Center (CC). If additional resources are required obtain via

Emergency Director (ED).
U
14 Incident-Make sure that Ground Operations and IT draw up a list of

the passengers with their contact numbers.
Accident-Ensure that Local Emergency Coordinator (LECO) is in
constant contact with local airport authorities and the Police regarding
notification. Ensure all the details are relayed back to you as the
situation progresses-report to Emergency Director (ED).

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15 Incident-Make sure that the PNL and the passenger contact details
are delivered to the Ground Operations.
Accident-Make sure that there is a periodical and continuous
communication flow between the deployed Teams and the Special
ED
Assistance Coordinator (SAC) in regards to:
 Uninjured, injured and deceased (location, contacts, needs,
etc.).
LL
 Special Assistance Teams deployed (resources, cash, other
needs and information flow).
16 Provide continuous updated information to the deployed SAT Team
O
leaders and make sure that updated feedback from them is also
received.
TR
17 If applicable, determine status of Family Assistance Center (FAC),
look at implementation of “Emergency Response Provider” and
AirAsia Special Assistance Teams. Evaluate resource needs on site.
N
Ensure information flows between Local Emergency Coordination

Center (LECC)/Emergency Operations Center (EOC) and Special
O
Assistance Team Leaders.

18 Establish workflow with AirAsia Call Center in order to define time
C
intervals (i.e. every 30 mins. to 1 hour) progress checks.

N
Collect/screen and disseminate critical information:

A. Passenger Manifest
U
B. Incoming calls to be Screened/Matched

C. Positive contacts
D. Notification via authorities
E. Unresolved contacts
F. Travel and meet and assist arrangements on site for
Families/Next of Kin
G. Other calls (media inquiries, normal business calls etc)
19 Contact the Special Assistance Coordinator (SAC) site to make sure:

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A. Organization and logistics for arrival, transfer and

accommodation is arranged and coordinated.
B. Organization of shifts, assignments, briefings.
C. Ensure that psychological/the “Emergency Response
ED
Provider” counselling support is available 24/7
D. Check that sufficient funds are available.
20 If applicable, ensure all internal/external information being used in
LL
briefing (“Emergency Response Provider” /Call Center, Special
Assistance Team, Volunteer Agencies etc.) is cross-checked and
verified for consistent content. O
21 Send your report of actions taken, feedback, etc.…to the Emergency
Director to develop the “Accident Briefing Report”.
TR
N
O
C
N
U

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5.1.9 ERC – Special Assistance Coordinator (SAC) Site
Table 5 – 9 SAC Site Checklist

Company Position : People Department
ED
CHECKLIST  Time
1 On arrival at the Meeting Point or Family Assistance Center (FAC)
collect latest information available from Special Assistance
LL
Coordinator (SAC) - Emergency Operations Center (EOC) briefing.
2 Brief Special Assistance Team Leaders.
 Latest information received from Special Assistance
Coordinator
(SAC)-Emergency Operations
O Center (EOC) (accident
TR
situation).
 Inform them about all the Family Assistance Center (FAC)
facilities available; include Psychological support/ “Emergency
N
Response Provider” details.

 Remind them not to speculate.
O
 Encourage them.
 Remind them to keep safe log books (collect all the
C
information about family members in their log books)

 Future briefings schedules.
N
3 Allocate Special Assistance Team Leaders to each volunteer

U
group depending on:

 Language (PNL information about Passengers nationality and
Call Center information received).
 Culture.
4 Make sure that Call Center information about families traveling
to the Family Assistance Center (FAC) is Forwarded to the
Family Assistance Center (FAC), names, number of family
members, etc.

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5 Forward family contact details or extra information to the Special

Assistance Team Leaders.
6 Coordinate all the logistics needs and information with the GO
TEAM.
ED
7 Coordinate meet and assist arrangements on site for Families/Next
of Kin that are travelling to the Family Assistance Center (FAC).
8 Evaluate resources needs on site, collect feedback and forward the
LL
information to the Team Leaders about family’s needs or wishes.
9 Provide continuous updated information to the Emergency
Operations Center (EOC). O
10 Work together with Families Assistance Center´s Director,
“Emergency Response Provider”, psychological support to
TR
evaluate that all the resources needed are available.
11 Special Assistance Team (SAT) Group Debriefing every day with
psychological support.
N
12 Secure deactivation process with Emergency Operations Center

(EOC), post emergency support to be made available.
O
13 Keep your daily report of actions taken, feedback etc. And send to
C
EOC upon request.

N
U

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5.1.10 ERC – Ground Operations
Table 5 – 10 Ground Operations Checklist

Company Position : GROPS
ED
CHECKLIST  Time
1 Collect latest information on arrival at the Emergency Operations
Center (EOC).
LL
2 Coordinate with applicable Departure Check-in System (DCS) in
order to restrict access to the passenger list note.
3 Appoint the Local Emergency Coordination Officer at the airport and
4
O
ascertain immediate care of passengers and crew.
Take over all coordination with the Local Emergency Coordinator
TR
(LECO).
Confirm that he/she has opened the Local Emergency Coordination
Center (LECC). In particular:
N
A. Confirm that the Passengers Names List has been sent to

AirAsia. As each set of names is retrieved advice Commercial
O
to check the PNRs and collate any relevant information such

as: VIPs, related passengers (if known), groups and infants.
C
B. Inform the Local Emergency Coordinator to start the

Passengers Names List reconciliation (ensure Customer
N
Service Director receives this as soon as possible –

he/she will send to the “Emergency Response Provider”
U
Call Center)
C. Confirm that the Local Emergency Coordinator (LECO) is
supported.
D. Ascertain if Dangerous Goods are on board the aircraft –
Take Local Emergency Coordinator (LECO) report to
authorities.
E. Confirm all the paperwork for that flight is under safe keeping.
F. Confirm all documentations recovery is done.

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5 In case the GO Flights are organized make sure that the “Go Team”
check list is taken by On Site Director. All members must coordinate
the logistical issues with that communicated function.
6 Organize ”Go Team” as follows: (See 5.2.3 templates 3). 1x On
ED
Site Director,1x Communications Manager, Special Assistance
Coordinator or Team Leader, 1x Special Assistance Team, 1x
Flight Operations Manager, 1x Ground Handling Manager, 1x Head
LL
of People Department, 1x Maintenance Managers (Aircraft
Recovery Organization-ARO), 1x Safety and Quality Manager.
7 Ensure that the Security Department functions take care of:
O
A. The written documentation is destroyed before being thrown
away.
TR
B. The access to the PAA Headquarters is only allowed to
authorized employees and persons authorized.
C. Ensure that headquarters buildings and PAA facilities, are
N
protected from external photographers or media.

D. Evaluate the possible needs for Security at the site to ensure
O
that there are security resources to cover: The Family

Assistance Centre; the hotels where PAA employees (incl.
C
crews) stay; the family briefing room; the hotels where victims
/ victim’s relatives stay; the aircraft accident / incident site and
N
the arrival / departure airport.

U
8 If the flight was operating a charter offer all assistance, via

Commercial, to the Tour Operator concerned. The Tour Operator
may be able to assist in the passenger reconciliation process.
9 Open a direct link with handling agent and ensure the station
functions are being carried out.
10 In order to find out that passengers are in the facilities of the airport,
the handling agent will provide the filling on forms. Normally these
forms are facilitated for the airport.

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11 Keep the Special Assistance Coordinator updated on the progress,

at regular intervals.
12 Ensure that contact and information exchange is kept with the
Stations:
ED
A. Station of origin.
B. Station of destination.
C. Intermediate Station.
LL
D. Station closer to the site.
Require the Stations to keep all the available flight documentation.
Make sure they are kept up to date in regards to information.
O
13 When manifest reconciliation is completed – confirm with ICT that all
names have been sent. Remember the need to delivery PNL before
TR
two hours after accident.
14 In coordination with Commercial and Communications coordinate the
information given on board the planes:
N
A. Evaluate avoiding commercial announcements.

B. Evaluate avoiding music on board the planes.
O
15 Protect next of kin from any intrusive media enquiries in the airport
facilities.
C
16 Be prepared to provide a briefing to the ED about the GO Flight / GO

N
Team situation.
17 Consider offering psychological support, in liaison, with the
U
management of the handling company, to affected staff at the airport.

18 In conjunction with the Authorities and Emergency Director, decide
what actions are applicable regarding originals of the flight
documentation.
19 Ensure the Special Assistance Coordinator has been kept updated
on the passenger manifest progress and details.
20 Send your report of actions taken, feedback, etc…to the Emergency
Direcor to develop the “Accident Briefing Report”.

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21 Consider producing a roster for your team, to support the incident

(looking ahead at least 48 hours).
22 In conjunction with the Authorities, ensure that the personal
unchecked and checked baggage are delivered as soon as possible
ED
to passengers (if possible) and consider if is necessary count on
LL
O
TR
N
O
C
N
U

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5.1.11 ERC – People Department
Table 5 – 11 People Department Checklist

Company Position : People Department
ED
CHECKLIST  Time
1 On reception of notification, go to the EOC.
2 Identify employees in aircraft:
LL
A. Get first-hand information of names (Via OCC-Operations
Control Center) of employees on the payroll of PAA, on official
duty business, and employees with free tickets or private trip,
O
that are traveling on board the aircraft involved in the event,
and report to the Emergency Director
TR
B. Submit copies of personnel records (Training records must be
from flight ops, included medical test), of the crews to
Flight Ops Postholder (DFO).
N
3 Contact and keep informed relatives of Crew and staff on duty. In

case of Family Assistance Center (FAC) (employees’ relatives)
O
activation send a SAT Leader to the site.

Support Flight Operations and Ground Operations to protect and
C
support crew and staff involved in the incident.

4 Coordinate any offers of help from staff and create volunteer rosters –
N
If required.
5 Support the Reception creating a supporting team of employees.
U
6 Assist the Special Assistance Coordinator in deployment of the

Special Assistance Team and additional staffing requirements.
7 Reporting accident to the Authorities (Labor Authority, Mutual of
Accidents...).
A. Coordinate the completion of the corresponding model,
appropriate for the reporting of accident / incident work,
and report the accident / incident within 24 hours by telegram,

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e-mail or other means to the labor authority of the province

where the accident/ incident occurred.
8 Ensure that a representation of PAA visit relatives of PAA
employees who were passengers, as well as crews, and coordinate
ED
with the Emergency Director. Determine with COO how relatives of
Crews will travel to the site, if necessary.
9 Consider if it is necessary to deploy more psychological professionals
LL
to support employees travelling to the site.
10 Consider overall staff utilization – avoiding, wherever possible,
resource issues for each department O
11 At regular intervals – discuss with the ED, the staffing situation.
12 Ensure that the company sends a management representative to the
TR
passenger’s relatives, in coordination with the Local Emergency
Coordinator (LECO).
13 If Business Continuity team has been set up – liaise with the team
N
regarding overall staff resources and where support could come from,
if not available from within PAA.
O
14 Make medical monitoring of the degree of tension and stress of each

employee involved in the emergency.
C

N

U

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5.1.12 ERC – Commercial
Table 5 – 12 Head of Commercial Checklist

Company Position : Head of Commercial
ED
CHECKLIST  Time
1 On arrival at the Emergency Operations Center (EOC), record time
and content of incoming messages.
LL
2 Decide the level of visibility of accident/incident news
3 In coordination with Ground Operations and Flight Ops. coordinate
the information given on board the planes:
O
A. Evaluate avoiding commercial announcements
B. Evaluate avoiding music on board the planes
TR
4 In case of accident, contact the Sales representative to issue a
communication to:
A. Commercial Area Managers
N
B. Travel Agencies
C. Commercial Clients (big accounts)
O
D. Tour Operators
E. Ticket offices Manager
C
F. GSA´s or other commercial representatives

N
Coordinate with Communications Department/team

A. The communication will be following the contents included in
U
the press releases. Decide the area of distribution, market

focused or totally. Request approval and coordination with
Communications and Emergency Director (ED).
B. Remind commercial representatives that the spokesperson is
the only person allowed to speak in the media.
C. Remind commercial network that a call center number is
available for families and another one for the media questions
and requests.

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D. Continuously updated the information on major developments

in the emergency response so as to protect PAA Brand in the
market and encourage business continuity.
5 Block commercial seats in own/external flights or ground
ED
facilities, for passengers’ relatives with travelling necessities to the
origin and/or destination of the flight affected. Priority will be given to
affected passenger travelling to the accident/incident site. For
LL
passenger (affected or not) reconsider ticket change policy of PAA in
the event of activation of the ERP. Some passengers may not want to
fly. O
6 Consider appointing a small team to look at the onward operation of
PAA whilst the emergency is in operation – a small Business
TR
Continuity team. This team should look at the resources being
deployed to assist the accident needs and our program over the
coming days. Update the Emergency Director (ED) and / or
N
Emergency Chairman (EC) regularly.

7 If there is a large organized group on board or tour operator allotment
O
contact the other contracting party and coordinate joint emergency

response for passengers and relatives (if need be).
C
8 Send your report of actions taken, feedback, etc… to the Emergency

N

U

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5.1.13 ERC – Flight Operations
Table 5 – 13 Flight Operations Checklist

Company Position : DIRECTOR OF FLIGHT OPERATIONS OR ALTERNATE
ED
CHECKLIST  Time
information.
LL
2 Obtain the crew list and begin verification (ensure if extra crew
and positional crew on board).
3 Endeavour to obtain details of status of crew and initiate care
4
O
and protection of crew. Obtain their next of kin details.
Whenever the Crew is protected in a safe place, inform the
TR
Emergency Director (ED), People Department (PD) and the Special
Assistance Coordinator (SAC).
5 In liaison with Cabin Crew Manager and PD coordinate plan to
N
contact the next of kin of Crew and set up 24-hour help line. It is
important to make contact as soon as is possible even if no firm
O
details are available. Keep this line updated. Appoint a crew liaison
officer.
C
6 Make sure that the Crew is supported in medical concerns and

assisted by psychological support.
N
7 Inform crew/staff cooperative (if applicable).

U
8 Prepare a communication to be sent to all Crew Dispatch offices

containing a brief communication approved by the Emergency
Director (ED). This communication will be addressed to the Technical
Crews and Cabin Crews (see 5.2.6, template 6).
Where appropriate remind Crews to avoid making unnecessary calls

that may overload the PAA switchboard or operational functions.

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9 Contact Chief Pilot and Base Captain and make sure that the person
in charge is collecting a date record of crew covering:
A. Health details
B. Personal data
ED
C. Flying hours
D. Training
They will keep the documentation and safeguard it.
LL
10 With the approval of the ED/EC, activate psychological support to
crews and families. Include the Special Assistance Coordinator in
your briefings. O
11 Consider the possible activation of a special team of SAT volunteers
through Special Assistance Coordinator (SAC) to support the crew at
TR
the site (coordinated by the Special Assistance Coordinator (SAC)).
N
O
C
N
U

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5.1.14 ERC – Maintenance and Engineering
Table 5 – 14 M&E Checklist

Company Position : HOE- Head of Engineering
ED
CHECKLIST  Time
(EOC).
LL
2 Direct the maintenance department staff concerned to proceed
immediately to the office and arrange for adequate staffing and
alert relevant production unit.
3
O
Contact Maintenance provider at the station and instruct them to
remove the flight recorders, preserve and retain them in safe custody
TR
until further instructions.
4 Start log and record all actions.
Inform Type Certificate Holder and relevant department
N
5 Inform manufacturer and relevant department (i.e. Airbus, GE,

etc.). If manufacturer wants to send an accredited representative,
O
advise them where to report to.

6 In accordance with the Emergency Director (ED) determine the need
C
to contact and assemble the Go Team, Company Investigation Team

(CIT) and Aircraft Recovery.
N
7 List accident aircraft general data:

U
A. Serial number
B. Fuselage number
C. Date of Manufacture
D. Date of delivery
E. Date of certification
F. Date of entry in PAA
8 Safeguard and protect all relevant technical data and information on
the aircraft concerned – including engine and component details.

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9 In case the aircraft is operated by a wet leased / franchise or

sub chartered company support the Emergency Director (ED) and
the Communications Department in regards of gathering technical
data or information.
ED
10 Direct all stations along the route to inform, by e-mail, or fax all text
and page numbers, CCL copy pages retained at the stations plus fuel
lift.
LL
Furnish the Company Investigation Team (CIT) with relevant
information on the aircraft technical status for a period covering at
O
least the last 50 hours’ flight time before the incident. The information
shall contain two copies of:
TR
A. TLB (including HIL and aircraft briefing card) and CCL.

N
B. In addition, any significant technical remarks – closed or open

since last ”C Check”, accumulated flight time and date of last
O
periodical maintenance check

C
N
U

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5.1.15 ERC – Safety and Quality
Table 5 – 15 Safety and Quality Checklist

Company Position : SSD + QA
ED
CHECKLIST  Time
1 On arrival at the Emergency Operations Centre (EOC) collect latest
information available about the affected flight and the Go Team
LL
members.
2 Get in contact with the OCC +632 854 0994 / +632 833 6643 to
communicate the incident/accident providing the initial details;
O
(a/c type, registration, site, passengers, crew and time of the
inc./acc.)
TR
3 Whether applicable, consider alerting to the search and rescue.
4 Coordinate together with Technical and Flight Operations the
information being delivered to the authorities.
N
5 Alert/activate the Company Investigation Team (CIT) members.

6 If the flight is operated by a wet leased, subchartered or franchised
O
carrier, establish a communication link with the Safety Division of

the operating carrier.
C
7 Brief the Company Investigation Team (CIT) before taking the Go

Flight.
N
Ensure the investigator Kit is available and complete

U
8 Provide with information to the National Investigation Board.

9 Coordinate with Flight Ops the basic information to be provided to the
crews on duty through: Flight Dispatch Offices, TOI and/or ACARS
with the aim of providing the duty crews with basic information to be
able to answer the passengers´ questions.
10 Follow up the technical information arising in the media together with
the Media Team.
11 Ensure continues feedback being received from the Company

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Investigation Team (CIT) and the Aircraft Recovery Organization

(ARO).
12 Ensure that all applicable paperwork has been completed and filled
as required, including Digital Flight Data Recorder (DFDR) and
ED
Cockpit Voice Recorder (CVR).
13 Collect and ensure the safe keeping of documents and other
evidence pertaining to the accident or incident
LL
14 Brief the ED about relevant information received from the Company
Investigation Team.
15 Preserve all evidences related to the accident or incident.
O
16 Establish regular meetings among Flight Ops, Maintenance to follow
up and complete the:
TR
A. Investigation
B. Contact with authorities and information provided to them.
C. Aircraft recovery
N
17 Ensure that the on-duty crews are updated in the information

provided.
O
18 Send your report of actions taken feedback, etc. to the Emergency

Director to develop the “Accident Briefing Report”
C
N
U

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5.1.16 ERC – Quality Maintenance
Table 5 – 16 Quality Maintenance Checklist

Company Position : Quality Maintenance
ED
CHECKLIST  Time
information available about the affected flight and aircraft.
LL
2 In case the aircraft is operated by a wet leased / franchise or sub-
chartered company establish communication link with Quality
Department of the other carrier and be prepared to ask for necessary
Quality records from the other party.
O
3 Ensure that all Audits and Inspection records of PAA Quality System
TR
relating to the Aircraft involved are collected and stored in a secure
location. For Quality - IT records ensure that they are kept safe.
4 Coordinate with other Areas of Emergency Operations Center (EOC)
N
any request related with CAMO issues affecting the subject aircraft or
the Organization.
O

C
N
U

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5.1.17 ERC – Administration Team
Table 5 – 17 Administration Checklist

Company Position : SSD and/or Corp Qual Staff
ED
CHECKLIST  Time
1 After receiving the call, proceed to the Emergency Operations Center
(EOC).
LL
2 Start-up data recording procedures. There may be a requirement, in
the Initial stages, to organize administrative support. The volume of
information can be vast. Determine if there is adequate support for
3
the administrative functions.
O
Obtain details of actions taken by each department and record in log.
TR
Advise members of Emergency Operations Center (EOC) to keep all
records for entry into the log – always note date and time of entry into
log.
N
Download entries on to secure drive as soon as possible and at

regular intervals, this to protect loss of data due possible computer
O
malfunction.
4 Check that each department has the capability to record log entries.
C
5 Review attendance of the Emergency Response Committee

(ERC) - if any members are still missing ascertain the Emergency
N
Director´s (ED) needs and appoint as necessary.

At each “time out” briefing, make a detailed record of briefing. If action
U
6
points are issued, the Emergency Director (ED) must note these.
Print the report/log in hard copy and distribute to all participants. To

remind to Emergency Director (ED) the briefings achievement.
7 No logged items are to be removed from the Emergency Operations
Center (EOC) without authorization. The exception to this rule is
removal for handover purposes. Documents must be returned to Log

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Keeper.
8 Arrange for catering or restaurant to be provide for the Emergency
Operations Center (EOC). Organize via Catering (H24 service).
9 Ensure that the EOC has all the necessary resources (battery
ED
charges…).
10 Ensure that the EOC has all the necessary communication tools.
11 Supervise all recording of data at each change of shift. Records must
LL
be stored in a secure place. Work with IT team to ensure that all
equipment is operating and supported 24 hours a day.
12 Ensure that written documents are destroyed before being thrown
O
away.
13 Provide a briefing to the next Administration Team volunteer
TR
14 Update and monitor the checking actions in Emergency Operations
Center (EOC)
N
O
C
N
U

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5.1.18 ERC – IT Manager
Table 5 – 18 ICT Checklist

Company Position : ICT Head
ED
CHECKLIST  Time
1 On receipt of notification, go directly to the Emergency Operations
Center (EOC).
LL
2 Make sure all Emergency Operations Center (EOC) related technical
equipment is working during the Emergency Response Committee´s
activation. Start them and check that the systems work.


TV & Audio
O
Back up mobile telephones & chargers
TR
 Telephone Conference system, etc.
3 Ensure all Emergency Operations Center (EOC) communications
links are operational and monitor any requirements for special
N
operational communication facilities.

4 Ensure that action has taken to disable any access to the Reservation
O
System, in accordance with Emergency Director (ED).

5 Ensure that action has taken to block the affected flight in the
C
Reservation System to avoid any outcome message being sent to

DCSs.
N
6 Make sure that OCC has blocked the information of the flight in AIMS.
U
7 Make sure that the Handling Agent (via Ground Operations) has
blocked the information of the manifest in the applicable DCS at the
airport.
8 Ensure that action has taken to redirect PAA’s Customer Care
telephone numbers to the call center telephone number that must be
provided by “Emergency Response Provider.”
9 Ensure if any support (human and material resources) is requested to
travel with the GO Flight.

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10 Check with the Call Center if further technical support is requested.

11 Monitor other urgent operational communications requirements and
advise the EOC on solutions.
12 Ensure sufficient resources in the ICT Dept.to run with the Business
ED
Continuity.
LL
O
TR
N
O
C
N
U

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5.1.19 ERC – Chief Financial Officer/Legal
Table 5 – 19 Chief Financial Officer/Legal Checklist

Company Position : CFO / Legal
ED
CHECKLIST  Time
1 On receipt of notification, go directly to the Emergency Operations
Center (EOC).
LL
2 Legal: Make sure that Finance Department have been advised on
the event and inform them to be ready for the next steps to be taken.
In case of casualties, Legal will join the Emergency Response
O
Committee in order to monitor actions and provide legal advice
where appropriate.
TR
3 Legal: Immediately that the emergency is declared, contact the
insurance broker, share relevant information in relation to potential
financial issues and procure relevant actions taken by Emergency
N
Response Team are covered under insurance policy. Establish

timeframe for issuing Single Drawing Rights (SDR) payments.
O
4 Legal and Financial: Receive a full briefing from the Emergency

Director in relation with the subject crisis.
C
5 Financial: In liaison with the Emergency Chairman and Legal

Director, consider financial requirements for continued running of
N
incident.
U
6 Financial: Organize immediate funds to accompany the Go Team.

7 Legal: Advise Finance department to gather larger volumes of money
(if necessary) or arrange contracts with suppliers.
8 Legal: In coordination with Special Assistance Coordinator (Special
Assistance Coordinator (SAC), contact “Emergency Response
Provider” and as certain if funds are required or if contracts are to be
put in place.
Liaise with insurance brokers as required.

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9 Financial: Issue dedicated budget coding for use during incident.

10 Financial: Advise all departments of dedicated budget code
allocation and inform them that they should use “Finance Control
Sheets – Cash Issued on Location” (see 5.2.8, template 8) and
ED
“Finance Control Sheets – Cash Spent on Location” (see 5.2.9,
template 9) forms for control.
11 Legal: Arrange for local legal counsel as and when required.
LL
A. Crew
B. Company Investigation Team (CIT)
C. Aircraft Recovery Organization (ARO)
O
D. ERC
E. Insurance
TR
F. Customer Relations
12 Financial: If Special Assistance Team has been activated, ascertain
what immediate funds are required. These funds should be passed to
N
the Special Assistance Coordinator before departure of the Go

Aircraft (if possible) or the Go Team Leader.
O
13 Financial: In liaison with the Special Assistance Coordinator (SAC),

ascertain if funds are needed to support the “Emergency Response
C
Provider” Call Center operation. This may include authorization for

N
travel and immediate payments to relatives.

U
Legal: Liaise with subcontracted lawyers, government lawyers and

local counsel in coordination with “Emergency Response Provider
“and the Emergency Chairman.
14 Legal: Contact insurance broker and establish timeframe for issuing
Single Drawing Rights (SDR) payments.
15 Legal and Financial: Ensure to keep and custody records and
documentation received from different sources and departments and
establish a database of most relevant facts, in coordination with

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insurance brokers and insurers’ lawyers.

16 Legal: Generally, ensure collection of information, which will be
required in litigation scenario.
17 Financial: In liaison with the Communications Director, ascertain if
ED
funds are needed for press conferences.
Legal: In liaison with the Communications Director, evaluate the
LL
press release log and review all communications to media if these
deviates from templates approved.
O
TR
N
O
C
N
U

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5.1.20 ERC – Cabin Crew Manager
Table 5 – 20 Cabin Crew Manager Checklist

Company Position : Cabin Crew Manager
ED
CHECKLIST  Time
information.
LL
2 In liaison with Flight Operations and PD coordinate plan to contact the
next-of-kin of Crew and set up 24-hour help line.
O
It is important to make contact as soon as is possible even if no firm
details are available. Keep this line updated. Appoint a crew liaison
TR
officer.
3 In liaison with Flight Operations and PD activate psychological
support to crews and families. Include the Special Assistance
N
Coordinator in your briefings.

4 Discuss with Flight operations and, if necessary, Emergency Director
O
(ED) what additional base support might be needed during the crisis
period, consider:
C
A. Sending support team to affected base

B. Briefing packs for other bases
N
C. Feedback packs for keeping staff updated at base

D. Media policy – liaise with media
U
5 Check sure that the coordination is taking place with Flight

Operations, Special Assistance Coordinator (SAC) and PD regarding
medical and counselling requirements always.

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5.1.21 ERC – Spokesperson
Table 5 – 21 Spokesperson Checklist

Company Position :
ED
CHECKLIST  Time
(EOC).
LL
2 Begin works with Communication Director to confirm that a first press
release crisis/accident/incident shall be ready to be issued before 1
hour from event notification time. It will be approved by the
Emergency Chairman.
O
3 Depending on circumstances, in liaise with Emergency Chairman
TR
and Communications Director decide to hold a first press conference
in HQ to confirm key facts and outlines the airline’s immediate
priorities, with appropriate messaging. Issue brief details containing:
N
A. Confirmation of the nature of the event.

O
B. Expression of regret and concern for those on board.

C. Factual information which has been verified:
C
D. Flight number/Date. Routing. A/C type. Number of

passengers reported to be on board. Number of crew onboard.
N
Where and when the event occurred.

4 Prepare the first press release in the “dominant language” in liaise
U
with Communications Director and Emergency Chairman. The

release must include a/some number/s for media enquiries.
5 Prepare for press conferences at the conference locations.
H+3 / H+6 HOURS (aprox)

First media appearance/statement by most senior executive
(spokesperson) to arrive at location where families, media and
authorities are congregating (usually at/near the accident scene or

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arrival/departure airport)
H+ 24 HOURS
First in-person press conference with CEO (may be at HQ,
ED
departure/arrival airport or accident location).
For press conference. Please bear in mind:
LL
A. Thorough preparation of statement to be made and potential
questions.
B. Identify key message/s and revise do’s and don’t’s.
O
C. List of possible questions.
TR
News release based on the pre-formatted options. Issue brief details
containing:
A. Confirmation of the nature and time of the event.
N
B. Flight number/Date. Routing. A/C type. Number of passengers

O
reported to be on board. Number of crew on board. Where and

when the event occurred.
C
N
C. Refer to Authorities official channels for information about

number of fatalities among those on board.
U
D. Do not comment on passenger or crew names or issue any

news on crew names. (If the media have gained access to
passenger or crew details liaise with ED and Authorities to
assess best course of action).
E. Refer to the Airlines’ immediate actions to attend the

emergency, confirming that two Emergency Oprations Centers

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have been created. The main is the “Go-team” already working

in accident location, and the other is in the
departure/destination location (as proceed)
ED
F. Confirm if it is already scheduled or it is being planned to
transport to families and relatives to the accident location by
the most suitable ways, like aircraft from/to departure,
LL
destination or nearest airport (depending of accident location),
buses and others.
O
G. Refer to CEO declarations saying that “everyone at PAA is
deeply shocked and saddened by this tragic accident and our
TR
thoughts and prayers are with the families and friends of our
passengers and colleagues on board the flight XXX”.
N
H. Remember the call center number and revert for further

information
O
I. Tell members of the news media, not to use the call center
C
number, as this line is reserved for family members seeking

N
information about those who may have been on board.

U
H+6-24 HOURS
Further statements, media interviews and press conferences as

relevant information is confirmed (may be done jointly with emergency
services, response agencies, airport operator, government
representatives or investigating body).

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6 Send your report of actions taken, feedback, etc. to the Emergency

Director and Emergency Chairman if possible with an “Accident
Briefing Report”.
ED
LL
O
TR
N
O
C
N
U

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5.1.22 ERC – Security
Table 5 – 22 Security Checklist

Company Position : Head of Security / Security Personnel
ED
CHECKLIST  Time
(EOC).
LL
2 Contact Security Officers on duty and notify them of the crisis. Recall
other Officers who are on off- shift/leave to report back to office.
3 Position one Security Officer outside EOC to ensure control of
4
incoming and outgoing personnel.
O
Make security related documents (manuals, forms, etc) available for
TR
reference if required.
Make copies of Passengers’ Manifest with breakdown of gender,
5 nationalities and number of child on board. Copies of Cargo Manifest,
N
General Declaration including the contact numbers of crew listed.

These documents are to be passed to Security representatives for
O
passenger profiling.
6 Maintain personal security chronological log of events from the start
C
of the crisis particularly on security issues.

7 Head of Security will position at Emergency Operations Center in
N
liaison with Emergency Director to proceed to Airport Crisis

U
Command Center to represent PAA.

Security Executive to mobilize Security Officers to incident site who
8 shall report to the Command Post to assist on security roles. The
number of personnel required shall be based on available staff and
the requirement.
If the following details of the passengers are obtained provide it
immediately to the Emergency Director:
9 Nationalities / languages. Family Groups / children.

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Passengers with special needs. Any special group.

Passengers with onward connections. Any VIP / media relevant
passenger.
Any deviation or conflict reported in the departure.
ED
10 To plan for long term crisis and staff rest periods as appropriate and
ensure staff are provided with refreshments and other necessary
logistical needs.
LL
11 Keep communication channel open with other Airport Security
Officers on duty at the main various crisis locations for related
feedbacks and update the Emergency Operations Center (Airport
O
EOC) as required.
12 Keep close liaison with the local police/army and other government
TR
agencies and jointly coordinate related security support.
13 If crisis is away from home base, coordinate the requirement and
movement of Security Officers to support the Station/Hub concerned
N
with sufficient security manning.

14 Assist Special Assistance Team members and other teams at
O
respective locations in controlling the public and victims.

15 To meet any other requirements as directed by the Emergency
C
Chairman / Head of Security.

N
U

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5.1.23 ERC – GO Team
Table 5 – 23 GO Team Checklist

Company Position : GROPS
ED
CHECKLIST  Time
1 Ground Operations should organize the Go Team at the earliest
opportunity.
LL
2 In case that the flight was operated by a wet lease, franchise or sub
chartered aircraft, offer the possibility of going on to the GO Flight to
the ED of the operating carrier for its Aircraft Recovery Organization
3
O
(ARO), Company Investigation Team (CIT), management, etc…
Notify Go Team members accordingly and advise them where to
TR
report.
4 Once established, advise Local Emergency Coordinator (LECO) of
arrangements and estimated time of arrival on site – liaise with
N
Emergency Director (ED).

5 Instruct Go Team to take mobile phones and chargers with them then
O
record all their names and lodge with Human Resources. Ensure they
carry their Emergency Response Plan (ERP).
C
Driving License and travel documents – e.g. Identity Cards or

passports (according to destination). The team should, if time permits,
N
take several days clothing with them according to weather conditions

at the on-site location. If this is not possible then clothing could be
U
purchased locally, on arrival.

6 Once arrangements have been finalized send details of what is
required, on arrival, from the station as follows:
A. Room to act as local Emergency Operations Center (EOC).
B. Rooms for arriving team plus lead Special Assistance Team
(SAT).
C. Rooms for debriefing and investigation needs.

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D. Room for media team.

7 On Arrival – On Site Leader should assume responsibility for the
running of the accident locally. He/she should consider the effect that
the accident has had on the local airport team, taking over ownership
ED
in a gradual manner.
The Go Team Leader should arrange a briefing session with the Local
Emergency Coordinator (LECO). Obtain update and plan for the next
LL
24 hours.
8 The Go Team Leader should liaise with the Local Emergency
Coordinator (LECO) and review any requirement to support their staff.
O
9 The Go Team Leader, in consultation with the team, should consider
whether the location of the Go Team’s is to be kept at the airport (e.g.
TR
Local Emergency Coordination Center) or moved to another location.
If it is decided to move to another location – set up an appropriate
“On-Site EOC‟ and equip with the necessary communications
N
facilities etc.
10 The On Site Director should establish a permanent link with the
O
Emergency Operations Center (EOC).

11 Once the assessments have been made a plan should be established
C
for further arrivals of support (organized by consulting the Emergency

N
Director-ED).
12 The list of primary actions for each team member is now listed below. Note
U
this is only a guideline and the Go Team Leader should evaluate these
procedures with his/her team and amend as necessary.
GO TEAM LEADER
A. Secure all premises.
B. Act as the senior person on-site.
C. Coordinate the role of the Go Team.
D. Link with the local authorities/airport/investigative authorities.
E. Ensure that the Go Team is resourced sufficiently.
F. Link with the EOC and coordinate all functions.

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FLIGHT OPERATIONS
A. Dedicate one Flight Operations representative to act as liaison
specialist with the investigative authority.
ED
B. Dedicate one Flight Operations representative to act as liaison
specialist for the care and welfare of the crew.
C. Coordinate all monetary and legal issues for complete crew.
LL
MAINTENANCE
A. Liaise with the investigative authority and with a specialist with PAA.
O
SAFETY AND QUALITY
TR
A. Liaise with the investigative authority and with a specialist with PAA
(Maintenance and Flight Operations).
N
HUMAN RESOURCES
A. Coordinate (with the assistance of any administrative support team
O
members) the care of the team and logistical support.

B. Coordinate the movements of all staff coming to/or leaving from/the
C
on-site EOC or Family Assistance Centre. Work closely with the

Special Assistance Coordinator.
N
U
GROUND HANDLING
A. To work with the Handling Agent and coordinate the ongoing
operation of PAA.
B. To work with the investigative authorities, if required. If not required,
assist with logistical support.
COMMUNICATIONS
A. Link with Communications Director. Update local situation and obtain
latest media releases. Ascertain what actions are required.

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SPECIAL ASSISTANCE COORDINATOR

A. The Special Assistance Coordinator will be relocated to the Family
Assistance Centre and report to both the Go Team Leader and the
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People Department. It is vital that this position is maintained 24
hours a day and that the Go Team Leader supports this position at
all times.
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B. The Special Assistance Coordinator must enlist the support of
his/her Special Assistance Team Leaders in order to ensure
maximum cover is available and that each person (including Special
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Assistance Coordinator) has the ability to adequate rest etc.
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C. Each GO Team member should ensure that they are able to carry
out their duties and it is recommended that the GO Team Leader
ensures that team members are afforded adequate rest and are
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relieved with replacement team members in an orderly manner.

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5.2 Templates
5.2.1 Accident Briefing Report
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A. Annex 1 Pre-emergency Tweet (ACCIDENT)
#(flight number) alert. We are investigating reports of an incident involving flight XXX (origin) to
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(destination). More information shortly.
(To be released if social media networks report short squeezes, even before the first
press release)
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B. Annex 2 First Press Release (ACCIDENT)
(English version)
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PAA bulletin No.
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1, Issued at
[time], [date]
Accident of PAA flight Z2 [number]

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PAA regrets to inform that flight Z2 [number] from [origin] to [destination] has been
involved in an accident at/near (location). The aircraft was a (aircraft type). It is believed
that there are (number) passengers and (number) crew on board the flight, but we are
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currently confirming the details of the passenger manifest. At the present time we have no
further information regarding the status of the passengers and crew members, but will
keep you informed as soon as more information becomes available. PAA is fully co-
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operating with the authorities in charge of the accident/incident investigation.
PAA has established/is working to establish a passenger information center, and a toll free
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number is available/will be available shortly for family or friends of those who may have
been on board the aircraft.
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The toll free number (if available) is: (give number). For those calling from outside
(country), please call (give international country code or alternative numbers).
Updated information will also be posted on the proposed PAA website.

Note to Editors: We ask that members of the news media do not call the PAA Telephone
Enquiry Center, as this line is reserved for family members seeking information about
those who may have been on board. Please direct your calls to PAA’ media hotline, (given
number).

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Chapter 5
C. Annex 3 First Tweet (ACCIDENT)

(To be released in parallel to First press release)
We are collecting information regarding <<PAA flight Z2xxxxx>><<the events

in xxx >> and working to clarify the situation as soon as possible.
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PAA has established/is working to establish a passenger information center, and a toll
free number is available/will be available shortly for family or friends of those who may
have been on board the aircraft in the flight Z2xxxx.
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Updated information will be posted on the proposed PAA website.
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D. Annex 4 First Internal Communication
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(To be issued in English version only)
PAA bulletin No.
1, Issued at [time],
[date]
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Accident of PAA flight Z2 [number]

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PAA regrets to inform that flight Z2 [number] from [origin] to [destination] has been involved in
an accident at/near (location). The aircraft was a (aircraft type).
C
It is believed that there are (number) passengers and (number) crew on board the flight, but we
are currently confirming the details of the passenger manifest.
N
At the present time we have no further information regarding the status of the passengers and
crew members, but will keep you informed as soon as more information becomes available.
PAA is fully co-operating with the authorities in charge of the accident/incident investigation.
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PAA has established/is working to establish a passenger information center, and a toll free
number is available/will be available shortly for family or friends of those who may have been
on board the aircraft.
The toll free number (if available) is: (give number). For those calling from outside (country),
please call (give international country code or alternative numbers).
Updated information will also be posted on the proposed PAA website.

Note to Editors: We ask that members of the news media do not call the PAA Telephone
Enquiry Center, as this line is reserved for family members seeking information about those
who may have been on board. Please direct your calls to PAA’ media hotline, (given number).

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E. Annex 4 First Internal Communication

(To be released in parallel to First press release)
Dear all,
As you may have surely heard by now, we have [just] had an incident/accident with one of our
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aircraft, in the Philippines Air Asia flight that was covering the route from [departure airport] to
[arrival airport].
The accident/incident has occurred at/close to [location] at [time].

It is believed that the aircraft has [number] people on board, including [number] colleagues of
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ours, PAA crew members, but we are currently confirming the details of the passenger manifest.
Even though we cannot reveal their identities at this point (as we must respect Civil Aviation
procedures) we can confirm you that is a MNL/ CEB/ KLO-based crew. We will keep you updated
with any new information. Right now, we have no more information that we can share with you
regarding the state of our colleagues and the passengers, but rest assured we will keep you
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informed as soon as more information becomes available. You will be the first to know.
In this difficult time, and out of respect to our colleagues in [the place of the incident/accident
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site] as well as those who are managing it from PAA offices, it is absolutely forbidden to
comment about it to anybody from outside of the company, and to post any sort of
content or comment on the internet—be it social networks, airline forums, online
newspapers and the like. Any violation could have serious legal implications. We hope you
understand [how5.2.2.1.1
serious] theAnnex
situation5 [is] and how important
Corporate it is not toRelease
Communication give rise to speculations.
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Thank you very much for your professionalism.

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/Signature/
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F. Annex 5 Corporate Communication Release
Philippines AirAsia Inc is a Commercial Air Operator established in accordance

with ICAO Regulations and the relevant provisions of AIR-OPS, and holds an Air
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Operator Certificate. All the operations and maintenance activities are carried out
to the compulsory standards required by the Authorities.
PAA has carried more than ten million passengers and performed over 100,000
Flights with no significant safety incidents and has a very solid reputation.
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PAA holds the IOSA certification by IATA, as recognition of meeting the highest
safety standards. The IOSA certification evaluates the operational management
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and control systems against 900 standards and recommended practices in the
airline
sector. Incidents of IOSA certificated carriers are 3.3 times lower than the rest of
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the
airlines.
PAA passes annually audit processes in different countries indicating the highest
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safety standards.
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PAA operates in cooperation with partners with the highest reputation in the
airline sector as Airbus, GE, among others state-of-the-art suppliers.
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PAA’s safety organizational structure ensures that all procedures and control
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checks are accurate in all areas. The Safety Management System is fully
implemented according to ICAO and IOSA standards.
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The Board of Directors, the Executive Committee and the Safety Review Board
are in charge of ensuring the regulatory compliance of safety procedures and
directly involved in its performance. PAA holds monthly a Safety Review Meeting
and a Safety Review Board is called quarterly. A highly- qualified Department of
experienced in-house professionals work permanently in the safety and quality
departments.

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G. Annex 6 Second Press Release (Accident)
PAA bulletin No. 2, issued at [time], [date]
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PRESS RELEASE Nº 2 REGARDING FLIGHT Z2 [number]
PAA regrets to confirm that one of its aircraft, a (Fleet) with flight number Z2
[number], from [origin] to [destination], was involved in an accident/incident
at/close to [location] at [time] today.
LL
The aircraft, whose registration number is [registration number], has [number]
passengers onboard: [number] men, [number] women, [number] children and
[number] infants.
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There are also [number] flight crew members onboard: 2 pilots and [number] flight
attendants. The captain has a record of [number] flight hours, of which [number]
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hours on a (Fleet). Its last maintenance check in the hangar took place on [day]
[month] [year] and all maintenance records are clear and complete in the aircraft,
complying with regulation.
At the present time, we have no further information regarding the status of the
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passengers and crew members onboard, but will keep you informed as soon as
more information becomes available.
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PAA is doing everything possible to help passengers and next-of-kin and to assist
[nationality] authorities at this difficult time. The names of passengers and crew
will be released once the [nationality] authorities give their permission to do so.
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[PAA management and staff would like to extend their deepest sympathy to the
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family and friends of the passengers and flight crew involved. The families and
friends are being taken care of in a reserved area at [venue name], with the
assistance of physicians and psychologists as well as specially-trained PAA
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volunteers.]
PAA has established a toll-free number for family and friends of those who may
have been onboard the aircraft.
[country]: [toll-free number]
Note to editors: We ask journalists not to call these numbers, which are reserved
for families and friends. Please direct your calls to PAA’s media hotline:
[media hotline number].

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H. Annex 7 Second Internal Communication (Accident)
Dear all,
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It is with great sadness that need to share with you that, we have [just] had an
incident/accident with one of our aircraft, in the PAA flight that was covering the
route from [departure airport] to [arrival airport]. The aircraft was a (aircraft type).
Our Emergency Response Plan has been activated lead by XXX. PAA main priority
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is to assist passengers, families and crews.
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We want to remind you that it is absolutely forbidden to comment about it to
anybody from outside of the company, and to post any sort of content or comment
on the internet social networks, airline forums, online newspapers and the like. Any
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violation could have serious legal implications. We hope you understand [how
serious] the situation [is] and how important it is not to give rise to speculations.
Please, we would also like to ask your full collaboration with the volunteer team
already in operations.
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Thank you very much for your professionalism.

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/Signature/
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I. Annex 8 Second Tweet (Accident)

(To be released in parallel to Second Press release)
PAA regrets to confirm that one of its aircraft, a (a/c type) with flight number Z2
[number], from [origin] to [destination], was involved in an accident/incident at/close to
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[location] at [time] today.
The aircraft, whose registration number is [registration number], has [number]

passengers onboard
LL
There are also [number] flight crew members onboard: 2 pilots and [number] flight
attendants. At the present time we have no further information regarding the status of
the passengers and crew members.
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Additional information will be posted on the proposed PAA website.
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J. Annex 9 Third press release (Nationalities)
PAA bulletin No. 3, issued at [time], [date]
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PRESS RELEASE Nº 3 REGARDING FLIGHT Z2 [number]
PAA regrets to confirm the existence of injuries/fatalities/casualties amongst the

passengers onboard today’s flight V7 [number]. At present time we have no further
information available regarding their extent, but will keep you informed as soon as
more information becomes available.
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PAA is now in a position to confirm the nationality of the passengers onboard the
flight. The following list is based on information provided by [source of the list].
[number] [nationality]
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[by decreasing order]
PAA is doing everything possible to help passengers and next-of-kin and to assist
[nationality] authorities at this difficult time.
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The names of passengers and crew will be released once the [nationality] authorities
give their permission to do so.
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PAA management and staff would like to extend their deepest sympathy to the family
and friends of the passengers and flight crew involved. The families and friends are
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being taken care of in a reserved area at [venue name], with the assistance of
physicians and psychologists as well as specially-trained PAA volunteers.
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A toll-free number has been established for family and friends of those who may have
been onboard the aircraft.
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[country]:[toll-free number]
[country]:[toll-free number]
Note to editors: We ask journalists not to call these numbers, which are reserved for
families and friends.
Please direct your calls to PAA’s media hotline: [media hotline number].

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K. Annex 10 Third Tweet (Accident)

(To be released in parallel to Third Press release)
PAA regrets to confirm the existence of injuries/fatalities/casualties amongst the

passengers onboard today’s flight Z2 [number]. At present time we have no
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further information available regarding their extent.
LL
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PAA is now in a position to confirm the nationality of the passengers onboard the flight.
The following list is based on information provided by [source of the list]
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N

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L. Annex 11 Fourth Press release (Passenger names)
PAA bulletin No. [number], issued at [time], [date]
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PRESS RELEASE Nº [number] REGARDING FLIGHT Z2 [number]
PAA has been allowed by the [nationality] authorities to publish the list of the names
of passenger onboard PAA flight Z2 [number] on [day] [month] [year], after all next-of-
kin have been notified.
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[surname] [first name]
Crew list
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TR
Position Name Nationality Age Hoursflown
[Position] [Full name] [nationality] [age] [hours flown]

N

O

C

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PAA management and staff would like to extend their deepest sympathy to the family
and friends of the passengers and flight crew involved. The families and friends are
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being taken care of in a reserved area at [venue name], with the assistance of
physicians and psychologists as well as specially-trained PAA volunteers. # # #

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M. Annex 12 Fourth Tweet (Accident)

(To be released in parallel to Fourth Press release)
PAA has been allowed by the [nationality] authorities to publish the list of the names
of passenger onboard PAA flight Z2 [number] on [day] [month] [year], after all next-
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of-kin have been notified.
PAA management and staff would like to extend their deepest sympathy to the
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family and friends of the passengers and flight crew involved.
The families and friends are being taken care of in a reserved area.
PAA has been allowed by the [nationality] authorities to publish the list of
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passengers onboard PAA flight Z2 [number] on [day] [month] [year], after all next-
of-kin have been notified. Additional information will be posted on proposed PAA
website.
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N. Annex 13 ICT Log Sheet
Internal
Release Uploaded in dark site Sent to media
Language Communication Title
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No. Date Hour Link Date Hour Link Date Hour Link
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O. Annex 16 Media Call Log
Serves as a reference on queries and data received from different media source.
N
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Items to be included;
a. Date of call
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b. Time of call
c. Length of call
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d. Name of caller
e. Form which media
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f. Contact phone number

g. Purpose of call
h. Action taken
i. Follow-up media
j. Contact phone number
k. Contact email address

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5.2.3 Template 3 – GO Team List
These are proposed names and telephones, but if necessary, can be changed
POSITION NAME MOBILE OTHER
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Go Team Leader
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Engineering and
Maintenance
Public Relations
/ Media
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Special Assistance
Coordinator (SAC)
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Flight Ops
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Ground Operations
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Safety Director
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Log Keeper
Finance
Additional Staff

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5.2.4 Template 4 – GO Team Essentials (Contents)
Per person
a. Travel Documents–Passport or National ID card (according to country of entry)
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b. Company ID
c. Manual or small personal checklist
d. Mobile telephone, charger and adaptor
e. Clothing – according to country of entry
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f. Company Credit Card (if applicable)
g. Personal Credit Card (should not be used for company expenditure – unless a
h.
company credit card is not available.
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Small amount of cash for immediate expenses
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Note – most items will be available at the center/s and additional items can be purchased
locally, or supplied from the Emergency Operations Center.
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Hotel accommodation and food will be supplied.

Ensure that laptops and/or data collection devices are kept secure and with password. As
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the data may be highly confidential and sensitive, ensure that equipment is never left
unattended.
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5.2.5 Template 5 – Incident Report Form
Initial incident information to “Emergency Response Provider”
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INITIALREPORT or INCIDENT UPDATE REPORT
Incident Report
Person reporting incident:
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Name: _________________________________
First Name Last Name O

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Company Name:____________________________ Title: ______________________________
Division (Parent Company):

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Phone number: ____________________________ Email: _____________________________

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Are you calling to activate “Emergency Response Provider” services or just to alert us?
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Activate Alert
If calling to activate:
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Which services are you requesting to have activated?
Call Center Disaster Human Services Disaster Recovery

Services O
Crisis Communications Disaster Services NotSure
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Type of Incident (Check One): Aviation Non –Aviation
Who will be the point of contact for incident related questions?:

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CrisisCommunication
Name:_____________________________ Name: _____________________________
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First Name Last Name First Name Last Name
Cell Phone#: Cell Phone#:

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N
1. What is the aircraft type (A320,737,etc.)?

INITIALREPORT . UPDATEREPORT
or INCIDENT
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IncidentReport
2. Does your company own the aircraft or is it leased?
Person reporting incident:
Member Aircraft Leased Aircraft
Name: .
If leased, name of Leasing Company:__________________________
3. FirstName
What LastName
is the home base of the aircraft? What is the 3-letter airport code for the home
base?
CompanyName: . Title:
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4. Which airport did the aircraft departed from?
a. Name:_____________________ b. 3 letter airport
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code:______________________
c. What time did the aircraft depart? (Local/UTC): ______________________
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5. Did the aircraft have a scheduled stop?
d. What is the flight number? ______________________
a. Name of airport:__________________ O b. 3 letter airport code: __________________
6. If answered yes to #5 – Did the aircraft have a second scheduled stop?

c. Arrival time (Local/UTC): ___________ d. Departure time (Local/UTC):_____________
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a. Name of airport:___________________ b. 3 letter airport code:______________________
c. Arrival time (Local/UTC):__________ d. Departure time (Local/UTC):_____________

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7. What was the aircrafts destination?

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a. Name of airport: ___________________ b. 3 letter airport code: ___________________

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8. c. Where wasthe
What was thescheduled
location ofarrival
the incident?
time at the destination airport? (Local /UTC):
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a. Country: State: _.
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Location and Grid Reference:_______________________________
9. How many passengers were onboard? _____ How many crew were on board?_____
b. Time of incident (Local/UTC):_______________
Are these numbers from a preliminary manifest or a confirmed manifest?
10. Were there are any survivors? Yes No Not sure
If yes, how many passengers survived?_____ How many crew survived? _____

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11. Were there are any injuries? Yes No Not sure
If yes, how many passenger injuries? How many crew injuries?
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Were there any injuries on the ground? Yes No Not sure
If yes, how many?
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Was there another aircraft involved? Yes No Not sure
12. Were there any fatalities? Yes

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If yes, were there any injures on the other aircraft?
No
Yes
Not Sure
No Not sure
If yes, how many?
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If yes, how many passenger fatalities?____ How many fatalities? ____
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13. Where was the location of the incident?

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a. Country: ___________________ State: __________________

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Location and Grid Reference:

14.b. How
Timemany passengers
of incident were on
(Local/UTC): board?______ How many crew were on board?______
__________________
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Are these
c. Phone numbers
at incident from a ____________________
location: preliminary manifest or a confirmed manifest?
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15. Were there are any survivors? Yes No Not sure
If yes, how many passengers survived? How many crew survived?

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16. Can you provide some additional information about the incident circumstances? (i.e.,
water crash, fire, etc.)
____________________________________________________________________________
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____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
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____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
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____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
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____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
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____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
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____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
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____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
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____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
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____________________________________________________________________________

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Person receiving
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Name:__________________________________ Phone
Number______________________________
First Name Last Name
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Date:_______________
SPECIAL NOTE:
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Incident Update Report will be checked, and Item # 16, will be completed as additional
information is collected and known about the incident. The Incident Report Form should be
faxed directly to “Emergency Response Provider” Operation Center, as updates and
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information have been confirmed

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5.2.6 Template 6 – CAAP Notification Message
AIRCRAFT ACCIDENT NOTIFICATION MESSAGE – CAAP – TOP URGENT

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SERIOUS INCIDENT/ACCIDENT
Identifying abbreviation
A
Type, model, nationality registration
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B
marks
Owner, operator, hirer (if any)
C
Name of Commander
D O
Date and time (UTC) of accident
E
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Last point of departure
/ intended landing
F point
Location / position of
accident (Airport/Country)
N
G
The number of Crew Passengers Others
H
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Killed
Injured
C
Details or nature of accident (as far as is known)

N
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Chapter 5
5.2.7 Template 7 – Paper Log
It can be used whilst awaiting download onto computer – if required
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Photocopy this form (5 copies) before use – see instructions
for
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DATE & TIME Name……………………………………
LOG STARTED (Initials)………………………………...
………………
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Time Description/Entry Initials
Department…………………………….
N
O
C
N
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Instructions – if you are unable to enter your log items directly

Page Number into the computer (via Log Keeper), write down your actions
on this form and hand to the LK as soon as possible. Show
time of entry (local time), brief description of action or
information and place your initials to the right hand side.

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Example:
Photocopy this form (5 copies) before use – see
instructions for handing over completed sheet at bottom
of page
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DATE & TIME
LOG STARTED
A.N.OTHER ANO
06 Sept 04 Name……………………………
LOGISTICS
……………… (Initials)…………………
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1902 LT
Time Description/Entry Initials

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1905 Received enquiry from KLO (Handling Agent at??)
regarding deployment of Go Team – when will they be
leaving MNL? Advised him that we hope to send the team
at about 2300 (our time). Expected to arrive (using sub ANO
service aircraft) about 0100 (localtime).
N
We will confirm - 30 minutes before expected time of

departure.
O
We will coordinate details and send names/contact

numbers as soon as possible.
C
The HRD wants to send 15 SAT members with our

original Go Team. Have advised this is fine and that they
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should report to BCN airport (desk
– 33) by no later than 2245LT. Have added

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names to our deployment list.
Page Number

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5.2.8 Template 8 – Finance Control Sheets – Cash Issued on Location
Name of Special Assistance Team Member ________________________

Location __________________________
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Received by:
Name _________________ID #:______ O

Signature:_____________Date:__________
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Office use only
Fill in details below and tick which account code applies. Add location where applicable.
N
Form number …………………..

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GO Team
(location 1 ………)
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(location 2………)
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Others
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Chapter 5
5.2.9 Template 9 – Finance Control Sheets – Cash Spent on Location
Name _______________________________________
Location _____________________________________
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O
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N
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Guidelines
Wherever possible please obtain receipts. This may not always be possible – just record
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what you have spent.

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Chapter 5
5.2.10 Template 10 –Location Templates
Please see the updated “PAA Ground Operations contacts” supplied by the Ground
Operations department,
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or
Contact “Ground Operations Support” and request an updated airport telephone contact
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list copy.
Or get access and get airport contact list.

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Chapter 5
5.2.11 Template 11 – Documentation to be Stored in Safe Place
This template tries to reflect all possible documents we could need legal and insurance
purposes. Please, ensure so far as possible that the local Aviation Authority or investigation
ED
team does not take away any original documents unless a clear Photostat or other
adequate copy is retained in PAA.
NAME OF DOCS / ITEM TO BE WHO TIME RQ TIME DONE
LL
STORED
Accident Briefing Report OCC
Flight Plan Flight Ops Dir
Meteo Information & WX briefing
Crew manifest
O
Flight Ops Dir
Flight Ops Dir
Copy of flight crew licences Flight Ops Dir
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Passenger Manifest Ground Operations
Boarding Check Sheet / Seat map Ground Operations
Load and Trim balance sheet Ground Operations
Cargo manifest & AWB’S, Notoc,
N
Ground Operations
Last 5 pages of maint. Tech- log Technical Manager
O
Certificate of last maintenance check Technical Manager

Airframe hours since new Technical Manager
Aircraft cycles since new Technical Manager
C
Time since last overhaul Technical Manager

Docs of engine type & model Technical Manager
N
Serial numbers of both engines Technical Manager

Both engines time since new Technical Manager
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Both engines time since last overhaul Technical Manager

Certificate of Airworthiness Technical Manager
Airworthiness Directives Technical Manager
Hard time components and life limited Technical Manager
parts status
Compliance check list Technical Manager
Notices & News from investigation Public Relations

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Information related to the crew on board:
TIME RQ TIME
DONE
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O
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Chapter 5
5.2.12 Template 12 – PAA Bases Hotel
-DOHERA HOTEL
A.C Cortez Avenue, Mandaue City, Philippines
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CEBU Tel: (032) 520-5876, Fax: 4206176
Mobile: 0932-881-1683
Email:reservations@doherahotel.com
-RED PLANET
LL
DAVAO J.P. Laurel Ave, Buhangin, Davao City
Tel: (63) 2 866 0888
O
Mobile: (63) 917 559 3659
Email: ramon.mayo@redplanethotels.com
-DISCOVER BORACAY
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KALIBO Kalibo International Airport Complex, Pook Kalibo, Aklan
Tel: (036) 272 1189
Email: dbtt.frontoffice@gmail.com
N
-CANDICE LUCY HOTEL

CATICLAN Western Nautical Hwy, Malay, Aklan
O
Tel: (036) 288 7815

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-SUNLIGHT HOTEL
PUERTO PRINCESA Barangay Tagumpay, Malvar Road, Puerto Princesa,
N
5300 Palawan
Tel: (048) 434 2334
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Email: reservations@sunlighthotelsandresorts.com
-HOTEL XYZ
TACLOBAN P. Zamora St., Downtown, Tacloban City, 6500 Leyte
Tel: 0917 773 8008
Email: reservations@hotelxyz.com.ph

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Chapter 5
5.2.13 Template 13 – Passenger Details
1 Passenger Name :
ED
Seat:
2 Address
LL
3 Temporary address: O
TR
4 Telephone contact details:
N
Home (please include country prefix):

O
5 Personal effects left on board:

C
Mobile:
N
U

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EMERGENCY HOTLINES
PAGASA Hotline
General inquiries Public Information Unit (632)4342696
ED
Weather Forecasting (632)9264258
Weather updates
Section
(632)9271541
LL
Aeronautical
Aviation weather updates Meteorology Service (632)8323023
O Section
Philippine Coast Guard

TR
(02) 527-8481
Trunk line
to 89
Action center (02) 527-3877
N
0917-PCG-
Globe DOTC
O
724-3682
Smart 0918-967-4697
C
Manila Water Hotline

N
1627
PHIVOLCS
U
(02) 426-1468 to
Trunk line Seismology 79
local 124/125
Department of Social Welfare and Development (DSWD)
Text hotline 0918-912-2813
Trunk line (02) 931-81-01
(02) 856-3665
Disaster Response Unit
(02) 852-8081

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Civil Aviation Authority of the Philippines (CAAP)

(02) 879-9112
Operations
(02) 879-9110
Manila International Airport Authority (MIAA)
ED
0917-TEX-NAIA
Text hotline
839-6242
(02) 877-1109
LL
Terminals 1, 2, and 4
local 2444
(02) 877-7888
Terminal 3
O local 8046
Clark International Airport Corporation (CIAC)
TR
Trunk line (045) 499-1468
Mactan-Cebu International Airport (MCIAA)
(032) 340-2486
Operations local 1560
N
O
Civil Aeronautics Board (CAB)

(02) 542-5234
C
Maritime Industry Authority (MARINA)

Enforcement Office (02) 524-9126
N
0917-
Call and Text hotline SUMBONG
U
7862664
Land Transportation Office (LTO)
LTOHELP to
Text LTO hotline (All networks)
2600
(02) 922-9061 to
Hotline
66

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Chapter 5
Land Transportation Franchising and Regulatory Board (LTFRB)

24/7 hotline (02) 459-2129
Public Assistance Office (02) 426-2515
(02) 492 57-
ED
36/37
Phone (02) 929-67-89
(02) 929-73-66
LL
(02) 926-63-46
CAVITEX
O (02) 825- 4004
Call and Text hotline 0942-822-8489
TR
Southern Tagalog Arterial Road (S.T.A.R Tollway)
(043) 756- 7870
(043) 757-2277
Philippine National Railways (PNR)
N
Control Division (02) 319-0044

O
Light Rail Transit Authority (LRTA)

(02) 853-0041 to
Pasay
C
60
(02) 647-3479 to
Santolan
N
91
Metro Rail Transit (DOTC-MRT3)
U
(02) 920-6683
Control Center
(02) 924-0054
Trunk line (02) 929-5347
Office for Transportation Security (OTS)
(02) 853-5249
0915-315-5377

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Manila Traffic Hotline

Front desk (02) 527-3087
Traffic Investigation (02) 527-3088
Trunk line (02) 527-3065
ED
Las Piñas Traffic Hotline
(02) 874-5756
Investigations (02) 874-3927
LL
Traffic (02) 874-5754
Mandaluyong Traffic Hotline
Traffic O (02) 534-2993
Command Control Center / C3 (02) 533-2225
TR
(02) 588-2200
Emergency
(02) 588-2299
Marikina Station Tactical Operations Center (STOC)
Hotline 161
N
PNP (02) 646-1631

O
Traffic (02) 646-1633

Pasig Traffic
C
Traffic (02) 641-1907

Command Control Center / C3 (02) 643-0000
N
Trunk line (02) 643-1111

Makati Public Safety Department
U
(02) 870-1940
Command Control Center / C3
(02) 870-1942
(02) 844-3146
Traffic / Radio Room / Public Safety
(02) 819-3270 to
Department
71

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PAA ERC NUMBERS (CONFIDENTIAL)

CEO –EMERGENCY RESPONSE CAPT. DEXTER COMENDADOR +639988458734
CHAIRMAN (EC)
+639988451953
ED
CAPT. GOMER MONREAL
EMERGENCY RESPONSE +639175388379
DIRECTOR (ED) +639988458736
CAPT. HANS HERNANDEZ +639175629551
LL
DIGNO BERNARDINO +639988458747
LAMBERTO “BJ’ PEÑA

O +639277024391
CAPT SATURNINO +639228578538

TR
VILLANUEVA
JEREME TOREJA +639988458742

N
ALEX TUPRIO +639985922936

O
PETE CHAREONWONGSAK +63 998 588 8756

C
DIRECTOR FOR SAFETY +639988458736

N
CAPT. HANS HERNANDEZ +639175629551

HEAD OF GROUND OPERATIONS
U
ERICK AREJOLA +639178888202
FLIGHT OPERATIONS 1ST CAPT. GOMER MONREAL +639988451953

+639175388379
2ND CAPT. DARREN ACORDA +639989819971

HEAD OF ENGINEERING
ENG. JEREME TOREJA +639988458742
+639064382762

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MAINTENANCE MANAGER
JAIME GUANZON +639985904760
QUALITY ASSURANCE MANAGER
LAMBERTO PEÑA +639277024391
ED
QA MAINTENANCE
KENNETH TABILOS +639178824161
1ST BARBARA SANCHEZ
PEOPLE DEPARTMENT +639988458739
LL
ND
2 KAREN MENESES
+639988451971
FINANCE
O
1ST MARIO PADILLA +639175723887
TR
2ND FRANZ LOPEZ +639988458743
MIKE SANTIAGO +639988451959
ICT DENNIS CRIMEN
N
+639992295366
CORPORATE COMMUNICATION JENNY TAN +639988451933

O
COMMERCIAL
C
N
U

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Standard Operating Procedures on
Disease Outbreak Issue 05 Rev 00
Chapter 6
TABLE OF CONTENTS
6.0 CHAPTER 6 - STANDARD OPERATING PROCEDURES on DISEASE OUTBREAK6.1.1

6.1 Background ................................................................................................................ 6.1.1
ED
6.1.1 Identifying Suspects ........................................................................................ 6.1.3
6.2 Internal Notification Process ...................................................................................... 6.2.1
6.3 Pre-Flight Handling Procedures ................................................................................. 6.3.1
LL
6.3.1 Exit Screening ................................................................................................. 6.3.1
6.3.2 Procedures at the Check-In Counter: .............................................................. 6.3.1
6.3.3 Handling of suspect at Department Lounge .................................................... 6.3.2
O
6.3.4 Boarding .......................................................................................................... 6.3.3
6.4 In-Flight Handling Procedures ................................................................................... 6.4.1
TR
6.4.1 In-flight Public Address ................................................................................... 6.4.1
6.4.2 Pilot‟s Notification to Health Authorities ........................................................... 6.4.1
6.4.3 Handling of Victims In-flight ............................................................................. 6.4.2
N
6.4.4 Before Landing ................................................................................................ 6.4.4

6.5 Management Of Suspects On Ground ....................................................................... 6.5.1
O
6.5.1 Opening of Aircraft Door on Arrival ................................................................. 6.5.1

6.5.2 Disembarkation ............................................................................................... 6.5.1
C
6.5.3 Handling of Suspects on Ground (Airport Operations Staff) ............................ 6.5.2

N
6.6 Management Of Aircraft ............................................................................................. 6.6.1

6.6.1 Cabin Cleaning................................................................................................ 6.6.1
U
6.6.2 Disinfecting...................................................................................................... 6.6.2

6.6.3 Waste Disposal ............................................................................................... 6.6.2
6.6.4 Bird Strike Cleaning (Avian Influenza) ............................................................. 6.6.3
6.6.5 Maintenance of HEPA Filters .......................................................................... 6.6.3
6.7 Follow-up Handling Of Suspected Crew .................................................................... 6.7.1
6.7.1 Screening ........................................................................................................ 6.7.1
6.7.2 Health Monitoring ............................................................................................ 6.7.1
6.8 General Health Practice At Workplace....................................................................... 6.8.1

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6.8.1 Personal Hygiene ............................................................................................ 6.8.1

6.8.2 Personal Protection ......................................................................................... 6.8.1
6.8.3 Office Environment .......................................................................................... 6.8.2
ED
6.9 Appendix 1: Health Quarantine Forms or Checklist Announcement .......................... 6.9.1
6.9.1 Appendix 2: Pilot-in-Command Notification To Air Traffic Control For Avian Flu
Outbreak Sample.................................................................................................. 6.9.2
6.9.2 Appendix 3: Aircraft Disinfection Report Form ................................................ 6.9.3
LL
O
TR
N
O
C
N
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Chapter 6
6.0 CHAPTER 6 - STANDARD OPERATING PROCEDURES ON DISEASE

OUTBREAK
6.1 Background
ED
Major infectious diseases are likely to be encountered in countries where the risk of such
disease is assessed to be very high as compared to the United States. These infectious
LL
diseases represent risks to any personnel travelling to the specified country for a period of
less than three years. The degree of risks is assessed by considering the foreign nature of
these infectious diseases, their severity and the probability of being affected by the disease
present.
O
TR
The risk to an individual traveller varies considerably by the specific location, visit duration,
type of activities, type of accommodations, time of the year, and other factors. Consultation
with a travel Medical Physician is needed to evaluate individual risks and recommended
N
appropriate preventive measures.

O
Avian influenza (AI) is a type of influenza that mainly infects birds but occasionally affects
humans. AI can be transmitted from birds to people, although transmission between
C
humans, up to this moment, is very inefficient. The initial symptoms of AI are similar to
those of ordinary seasonal influenza, including fever, generalized muscle pain, cough, sore
N
throat or even diarrhoea. However, it can result in high fever (>38oC), chest infection,
respiratory failure, multi-organ failure, and even death. If people are concurrently infected
U
with the usual human influenza virus and AI virus strains, they may serve as the “mixing
vessel” for the emergence of a novel virus subtype having sufficient human influenza genes
to facilitate transmission from person to person. The event could mark the beginning of a
disease outbreak.
Heavy international traffic has increased the potential for suspected airline ground or cabin
staff, particularly those serving AI affected areas or areas with disease outbreak to be in
contact with passengers. It is paramount that airline staffs are aware of the signs and

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Chapter 6
symptoms of diseases such as AI and respond promptly and appropriately to limit the
spread of the disease via air travel.
ED
In addition to a contingency plan for a disease outbreak, airlines should develop a
prevention and emergency response plan. Ground and cabin staff should be provided with
adequate training, and that operation manuals should give appropriate instruction on
dealing with passengers suspected to be suffering from a disease outbreak. They should
LL
be tested and continuously improved by means of regular drills or exercises.
O
The Manual of Procedures for the Philippines Integrated Disease Surveillance and
Response (3rd Edition) issued under the authority of Department of Health in the Philippines
TR
(National Epidemiology Center) which aims to provide guidance for the development or
revision of their emergency response plan to ensure that their plans align with Department
Of Health on disease outbreak response.
N
This operating procedure for Disease outbreak is based on WHO and IATA guidelines, and
O
in conjunction and guidelines from the Department of Health, Philippines. This procedure is
targeted for Philippines AirAsia Inc. crewmembers, Airport Operations staff, maintenance
C
and cleaning personnel and all other staff directly involved in the handling of passengers,
cargo and baggage.
N
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Chapter 6
6.1.1 Identifying Suspects
A communicable disease is suspected when a traveller (passenger or crewmember) has a

fever (>37.5 degree C or 100.8 degrees F) associated with one or more of the following
ED
signs or symptoms:
a. Appearing obviously unwell
b. Persistent coughing
LL
c. Impaired breathing
d. Persistent diarrhea
e. Persistent vomiting O
f. Skin rash
g. Bruising or bleeding without previous injury
TR
h. Confusion of recent onset
N
O
C
N
U

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Chapter 6
6.2 Internal Notification Process
Figure 6-1 Internal Notification Process
ED
LL
O
TR
N
O
C
N
U

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Chapter 6
6.3 Pre-Flight Handling Procedures
The following procedures are to be strictly complied with by all the Ground Staff for all
passengers before boarding a flight from the declared affected countries:
ED
6.3.1 Exit Screening
LL
a. To ensure all passengers, including transit passengers has undergone exit screening
conducted by the Health Authorities prior to check-in for flight by requesting
passengers to produce Health Alert Card with clear official stamping from the Health
O
Authorities.
b. To ensure only passengers and crew screened and found to be free from infectious
TR
disease are allowed to board the flight.
c. To perform visual assessment again at the point of checking the boarding passes at
the departure hall.
N
d. If any passenger or crew found to have symptoms of AI, he/she shall be referred to
the Airport Health Authorities or the National Health Authorities, for further medical
O
treatment.
C
N
6.3.2 Procedures at the Check-In Counter:

a. Inform passenger of the requirement to ask them a few questions, as follows:
U
i. Do you have fever or high body temperature?

ii. Have you been experiencing any symptoms of infectious disease for the past
48 hrs? I.e. fever, difficulty in breathing or shortness in breath?
iii. Have you been in contact with person suspected or probably has infectious
disease cases?
b. If any of the answers above is „yes‟, refer passenger(s) to the Airport Health
Authorities or National Health Authorities.

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6.3.3 Handling of suspect at Department Lounge

a. To perform a visual screening to identify passengers who might look sick. If the
passengers appear to be healthy and normal, proceed with the standard check-in
ED
procedures.
b. Any passenger who appears sick will be required to undergo the health screening
again and passengers must be briefed of the requirement.
c. Advise and request Health Officer to report at the boarding lounge immediately to
LL
perform the screening process for the suspect.
d. Ensure suspect is isolated from the rest of the passengers during the screening
e.
process in the departure lounge.
O
Check and confirm with Airport Health Officer on status of suspect.
TR
f. If suspect is confirmed free from pan flu symptoms by Airport Health Officer, proceed
with boarding of aircraft.
g. If suspect is confirmed with pan flu symptoms and required to be sent to hospital,
N
take the following action immediately:

i. Ground staff who is handling the suspect is to put on full face mask and glove
O
immediately.
ii. Provide suspect with same mask as mentioned above.
C
iii. Terminate boarding of passenger and retain suspect boarding pass.

iv. Advice to off-load suspect‟s checked-in baggage, if any.
N
v. Handover the suspect to Airport Health Officer.

h. To check with Airport Health Officer the status of suspect and make the travel
U
arrangement if necessary.

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6.3.4 Boarding
a. Cabin Crew to perform visual assessment while welcoming passenger on board at
the aircraft‟s door.
ED
b. If passenger look sick, cabin crew shall deny boarding and refer passenger (s) to
Ground Staff.
c. The Ground staff will then hand over the suspect to the Health Authorities as per
item 9.2.3 above.
LL
O
TR
N
O
C
N
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6.4 In-Flight Handling Procedures
6.4.1 In-flight Public Address
ED
The Pilot In command (PIC) the aircraft, or the In-Flight Supervisor (IFS) should make the
following announcements:
a. Announcement During Flight
LL
i. To request passengers with symptoms of possible infectious disease to
identify themselves to the crew.
ii. To advise the symptoms of the infectious disease such as fever, cough
O
difficulty in breathing, or shortness of breath.
TR
b. Announcement Before Landing
i. To remind passengers to fill up the Health Declaration Form
ii. To remind passengers that they will be subject to health screening.
N
iii. To remind passengers who do not declare truthfully will be committing an

offence under the CIQ of the respective State
O
A template for the in-flight announcement is attached in Appendix 1.

C
6.4.2 Pilot’s Notification to Health Authorities

N
a. Pilot In command (PIC) of the aircraft shall notify the Air Traffic Controller
U
immediately if there are any passengers suspected of pan Flu to be on board the
aircraft.
b. Pursuance to item 9.3.1 above, PIC shall also inform ATC of the following
information:
i. Airlines, Flight number, airport of departure, airport of destination, estimated
time of arrival and total passengers on board.
ii. Number of suspects, nationality and gender of suspected passengers and
number of passenger(s) accompanying the suspects.

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Chapter 6
iii. Request ATC of the airport to advise the Airport Health Authority to position
personnel and screening facilities at the arrival gate.
iv. Contact Bureau of Quarantine via aircraft radio and request for wheelchair or
ED
ambu-lift, upon arrival, if necessary and advice all the relevant Departments.
v. Use the Notification template as per APPENDIX 2
LL
6.4.3 Handling of Victims In-flight
a. During the flight, any passenger(s) who appear sick, repeated coughing or having
O
fever with high body temperature during flight, shall be considered as suspect(s).
b. Cabin crew handling this victim is to obtain the suspects‟ details such as name,
TR
gender, nationalities and seat number and immediately inform the Senior Cabin
Crew (SCC)
c. SCC IFS shall inform the Pilot-in-Command (PIC) Captain immediately and furnish
N
him all the information obtained about the suspects as provided by the crewmember.
d. SCC shall assign a specific cabin crew to handle the suspect and apply the following
O
procedures when handling the suspect:

i. Before approaching the suspect, the crewmember is required to put on the
C
protective mask and hand gloves.

N
ii. Approach and brief the suspect politely that he/she is considered as a disease
outbreak suspect and has to comply with AirAsia and National Epidemiology
U
Center Department of Health‟s manual of procedures for the Philippine

Integrated Disease Surveillance and Response. Seek the suspect‟s
cooperation for the implementation of these procedures.
iii. Provide suspect with the face mask (N95) immediately and show him/her on
the correct way to wear it. Also provide the suspect with tissue papers and air
sick bag to throw all soiled tissue into the air sick bag.
iv. Reseat and isolate suspect to the rear cabin and ensure two rows surrounding
seats are emptied. If this reseating of suspect is not possible for any reason,

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Chapter 6
then vacate two rows forward, two rows behind and two adjacent rows. In
doing so, obtain the cooperation of other passengers. If for any reason, the
latter is still not possible, than ensure the surrounding passengers are
ED
properly briefed and provide them with masks.
v. Request suspect(s) to remain seated at all times and discourage to interact
with other passengers.
vi. Advice suspects to inform cabin crew every time whenever he/she needs to
LL
use the toilet.
vii. Arrange for a separate and dedicated toilet for the suspect, if this is not
O
possible, ensure the toilet used by suspect is cleaned and disinfection
immediately after every use.
TR
viii. Passengers‟ seated 2 rows forward, rear and adjacent of the suspect(s) will
be considered as “contacts”. Cabin crew is to identify and monitor these
“contacts” closely. Once identified, note the seat numbers and inform the
N
SCC. This is important as upon arrival, the SCC have to inform the Medical
Authorities where the suspects are seated so that they will be evacuated after
O
the other passengers have disembarked.

ix. After the “contacts” have been identified, brief the contacts that they will have
C
to be evacuated only after the normal passengers have disembarked.

x. Cabin Crew is to ask the suspects‟ accompanying passengers such as
N
spouse, children, friends and etc., if they have any similar symptoms and if
positive, treat them as suspect and apply the same handling procedures as
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mentioned above.

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6.4.4 Before Landing
a. The Pilot in Command (PIC) shall notify ATC of the airport of destination and advice
about if any changes or latest additional information about the situation in the cabin
ED
and/or any new suspect identified. If possible, the PIC should also inform Philippines
AirAsia Inc. Operations Control Centre or Network Management Centre at the
company‟s frequency.
LL
b. Check if Airport and Health Authorities has been notified and the screening
personnel and facilities are already available and prepared.
c. Check is specific parking bay number has been designated.
O
d. Cabin Crew is to advise suspects that they will disembark last and the Airport Health
Authorities will follow-up with further medical treatment.
TR
N
O
C
N
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Chapter 6
6.5 Management Of Suspects On Ground
6.5.1 Opening of Aircraft Door on Arrival
ED
a. After the aircraft comes to a complete stop, cabin crew is to remind all passengers to
remain seated until permission to disembark the aircraft is given by the cabin crew.
b. Crewmembers are to remind suspects that they will be disembarked last.
LL
c. After opening the door (as per normal procedures), brief the Health Officer at the
gate and inform him the status, numbers and location of the suspects and contacts.
6.5.2 Disembarkation
O
TR
a. After the PA by the Health Officer, all passengers will remain seated until the cabin is
disinfected. Then the officer will apply a yellow tag (sticker) to the contacts and red
tag (sticker) to the suspects.
N
b. Only after the tagging of the suspects and contacts, the other passengers will be
O
allowed to be disembarked. The contacted passengers will disembark, followed by

the suspects.
C
c. Assist the disembarkation of the suspect where appropriate if required by the Health
Officer.
N
d. Cabin crew is to coordinate with the ground operations and other ground staff to
initiate their respective actions as per their respective procedures accordingly. Cabin
U
crew will also be required to inform the assigned seats of the victims.
e. Cabin crew is to ensure all item used by suspect in-flight such as magazines, other
reading materials, headset and air sick bag in the seat pocket(s), protective
equipment and material used by suspect , contacts and cabin crew, such hand-
glove, mask, cutleries are to be categorized as hazardous materials and to be
disposed in accordance to the following procedures:
i. All the hazardous materials are to be place in the bio-hazard plastic bag and
label it with “hazardous materials”.

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Chapter 6
ii. To surrender the bio-hazard plastic bag to designated staff for proper
disposal.
1. SCC is to perform visual assessment to all cabin crew and ask them if
ED
they feel sick.
2. The crewmember handling the suspect(s) will also be considered as
contacts and must undergo the normal screening as other contacts.
3. All Cabin Crew are required to undergo the exit screening after
LL
disembarkation.
4. SCC is to complete the Accident and Incident Report (Flight Medical
O
Incident Report Form) accordingly.
TR
6.5.3 Handling of Suspects on Ground (Airport Operations Staff)
a. The Airport Operations staff will provide all assistance necessary to the normal
N
passengers as per their normal passenger handling procedures.

b. The contacted passengers and suspects will be handled by the Medical Officers as
O
per their operating procedures.

c. Provide any assistance required to the Medical Officers and the suspects as and
C
when necessary, especially with the clearance of their baggage and personal
N
belongings.
d. If any crewmembers are detained or hospitalized as directed by the Medical Officers,
U
inform the Station Manager, who will then advice Cabin Crew Department for their
immediate follow-up actions.
e. Cabin Crew Department shall then inform their family members and also the
Departmental Head at the earliest opportunity.

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6.6 Management Of Aircraft
6.6.1 Cabin Cleaning
ED
a. SCC shall liaise with ground operations for interior cabin cleaning and advise the
staff of the suspect seat location and toilet used for cleaning and disinfection.
b. Cleaning staff should wear non-sterile disposable water-proof gloves while cleaning
LL
the cabin and lavatories. Gloves should be carefully removed and hands should be
washed with soap and water after cleaning is done. Avoid touching faces with
gloved or unwashed hands.
c.
O
Do not use compressed air or high pressure water, and avoid generating splashes
and sprays.
TR
d. Seat cover, backrest cover, headrest cover, blanket and pillow from the seats used
by the suspect, if found soiled, shall be disposed.
e. Disinfection of upholstery, carpets, storage compartments, is only indicated when
N
they have been soiled by body fluids. In such cases, disinfect before vacuuming to
eliminate the risk of re-aerosolisation.
O
f. Wipe the following areas of the seats used by the sick passenger and adjacent seats
with disinfectant.
C
i. Armrest, seat belt and buckle, seatback, (the plastic and/or metal art)
ii. Bulkheads and partitions
N
iii. Tray tables

iv. Overhead light and air controls
U
v. Adjacent walls, windows and window shades

vi. Individual video facilities such as monitor and ear-plug (if used)
vii. Overhead lockers (exterior and interior surface)
viii. Cabin ventilation grill.
g. Wipe the following areas of the toilet(s) used by the suspect:
i. Toilet door surfaces (exterior and interior).
ii. Door handle
iii. Locking device

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Chapter 6
iv. Handrail
v. Toilet shroud, seat and seat cover
vi. Faucet
ED
vii. Wash hand basin,
viii. Walls and counters.
h. The rest of the cabin will be cleaned as per the normal cleaning procedures.
i. Special cleaning and disinfection of upholstery, carpets, or storage compartments is
LL
not necessary unless otherwise they have been soiled by body fluids. In such cases,
cleaning and disinfection must be done first follow by vacuuming.
j.
O
Seek advice from Health Office on the extent of the area requiring disinfection.
TR
6.6.2 Disinfecting
a. After the cabin has been thoroughly cleaned, the cabin will finally be disinfected by
N
using hospital grade disinfectant or any disinfectant as approved by the Health

Authorities.
O
b. Disinfect all exposed surfaces in the galleys such as working tops, food counters,
oven surface, refrigerator surface, and then rinse thoroughly with water after
C
sufficient contact time.

N
c. After disinfection works has been done, the staff performing the infection must
complete the Aircraft Disinfection Report Form (see Appendix 3).
U
6.6.3 Waste Disposal
a. Cabin cleaning crew is to ensure all items used by suspects that were disposed in
the bio-hazard plastic bag must be labelled as hazardous material.
b. They are to be treated as bio-hazard materials and to be properly disposed through
the approved waste disposal company.

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6.6.4 Bird Strike Cleaning (Avian Influenza)
a. The PIC shall report all bird strike incident to the ATC.
b. Perform Engine shut down immediately upon arrival at the gate.
ED
c. Request all ground personnel not to come near the engine.
d. Maintenance and Engineering is to perform engine inspection immediately and
arrange for engine cleaning and disinfection.
LL
e. Personnel performing the engine cleaning and disinfection is to comply with the
following procedures:
i. Wear disposal mask and glove. O
ii. If body contact is unavoidable while cleaning the engine, wear a disposal
coverall.
TR
iii. Remove bird remains, if any and put them in the sealed plastic bag.
iv. After completion of the engine cleaning and inspection, remove mask, gloves,
coverall and put them in the plastic the same sealed plastic bag and handover
N
to designated staff for proper disposal.

v. Wash hands thoroughly with soap and water
O
vi. Do not touch any part of the face with the glove.
f. Provide report to the PIC as soon as the cleaning and disinfection has been
C
completed.
N
U
6.6.5 Maintenance of HEPA Filters
a. The PIC shall advise the Aircraft Servicing Unit (ASU) on arrival.
b. ASU is to perform HEPA Filters change immediately.
c. ASU staff, when removing or disposing the HEPA filters shall comply with the
following procedures:
i. Wear non-sterile disposable water-proof gloves.
ii. Avoid hitting, dropping or shaking the filter.
iii. Do not use compressed air to clean a filter.

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Chapter 6
iv. Used filter and disposable gloves should be placed and sealed in a plastic
bag and label with hazardous materials.
v. Wash hands with soap and water when the task is finished.
ED
vi. While wearing the glove, do not touch any part of your face.
LL
O
TR
N
O
C
N
U

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Chapter 6
6.7 Follow-up Handling Of Suspected Crew
6.7.1 Screening
ED
a. Cabin Crew who was assigned to handle suspect during flight shall be considered
suspect him/herself.
b. He/ She must undergo the exit health screening and shall be surrendered to the
LL
Airport Health Authority if found to be positive for further medical examination.
6.7.2 Health Monitoring

O
TR
a. Cabin crew who has cleared the exit screening is however required to perform daily
body temperature check by the Government or Company doctor.
b. Ensure cabin crew whose body temperature detected above 37.5 degree Celsius is
given further medical attention.
N
c. Cabin Crew Department shall ensure the cabin crew is closely monitored and
O
provide early treatment if necessary.

C
N
U

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Chapter 6
6.8 General Health Practice At Workplace
6.8.1 Personal Hygiene
ED
a. To ensure proper hand washing after handling each suspect or patient and after
removing of hand gloves.
b. Use alcohol-based skin disinfectant, e.g. septic gels.
LL
c. Avoid touching mucosal surface such as nose, eye and mouth.
d. To ensure personnel involved in the disinfection of the aircraft shall wash their hands
with water and soap or alcohol based hand sanitizers and practice hygiene at all
e.
time.
O
Staff should be encouraged to build up good body resistance through a balanced
TR
diet, regular exercise, adequate rest, reducing stress, and not smoking.
f. Keep hands clean and wash hands properly and frequently with liquid soap. Use
hand dryer or disposable towel for drying hand.
N
g. When sneezing or coughing, cover nose and mouth, and wash hands with liquid
soap and water immediately afterwards.
O
C
6.8.2 Personal Protection

N
a. Wear personal protective equipment (PPE) when handling suspect cases, examples
of which are as follows:
U
i. Disposable surgical hand glove.

ii. Disposable mask N95.
iii. Disposable Gown.
iv. Disposable apron.
v. Disposable shoe cover or footwear that can be decontaminated.
vi. Disposable cap.
vii. Disposable goggles.

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Chapter 6
b. Always maintain good hygiene practice at all times.

c. To monitor own health condition and advice superior if otherwise.
d. To avoid travelling to infected areas.
ED
6.8.3 Office Environment
LL
a. Maintain a clean and hygienic working environment.
b. Ensure liquid soap and hand dryer or disposable towel are provided in office toilets.
c. Clean and disinfect commonly-used equipment (e.g. telephones, switches, door
O
handles) and frequently touched surfaces at least daily using appropriate disinfectant
(e.g. 1 part of 5.25% household bleach in 99 parts water for non-metallic or 70%
TR
alcohol for metallic surface). Leave for 30 minutes and then rinse with water.
d. If places are contaminated by respiratory secretions, vomitus or excreta, use
disposable towels to wipe them away. Then disinfect the surface and surrounding
N
area with appropriate disinfectant (e.g. 1 part 5.25% household bleach in 49 parts
water for non-metallic or 70% alcohol for metallic surface), leave for 30 minutes and
O
then rinse with water. The staff responsible for the task should wear appropriate
protective gear like gloves, face mask and apron. Goggle or face shield should be
C
worn when there is chance of fluid splashing.

N
e. Contaminated articles (like tissue paper) should be disposed into dustbin with cover.
f. Ensure good ventilation. Keep air-conditioning system well-maintained and wash or
U
replace the dust-filters frequently. Office windows (if available) should be opened
from time to time for better ventilation, but make sure that window and louver are not
located on the same wall.

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Chapter 6
6.9 Appendix 1: Health Quarantine Forms or Checklist Announcement
ED
LL
O
TR
N
O
C
N
U

RESTRICTED

Chapter 6
6.9.1 Appendix 2: Pilot-in-Command Notification To Air Traffic Control For Avian Flu
Outbreak Sample
NOTIFICATION TEXT
ED
(ATC Call sign), this is PHILIPPINES AIRASIA (Flight no.)
Request the following information to be forwarded as soon as possible to
LL
(Destination airport) Tower. Please advise if ready to copy, (wait for reply)
PHILIPPINES AIRASIA ______ (Flight no.) advise __________(destination aerodrome)

O
Tower that PHILIPPINES AIRASIA _____(Flight no.) departed __________(Departed
Aerodrome) ETA ______(destination aerodrome) at _______hrs. with suspected
TR
_____(no. of pax) on board with case of disease.
Request Medical personnel on arrival and request gate number, please!

N
Please acknowledge!
O
C
N
U

RESTRICTED

Chapter 6
6.9.2 Appendix 3: Aircraft Disinfection Report Form
ED
LL
O
TR
N
O
C
N
U

RESTRICTED

Chapter 6
ED
LL
O
TR
N

O
C
N
U

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Safety Services Department

Document No. : PAA/SSD/M/002

Issue Date : 12 October 2017

No part of this publication may be reproduced, distributed, or transmitted in any form or by

Philippines AirAsia Inc.

Bldg. 4 Unit 1, Salem Complex,

Domestic Road Pasay City

Authority: Director for Safety, Philippines AirAsia Inc. 2

<SIGNATURE NOT DISPLAYED>

<SIGNATURE NOT DISPLAYED>

CAPT. JOHANSEN C. HERNANDEZ

Safety Services Department

<SIGNATURE NOT DISPLAYED>

Authority: Director for Safety, Philippines AirAsia Inc. 1

Authority: Director for Safety, Philippines AirAsia Inc. 2

Doc. No. PAA/SSD/M/002

Emergency Response Manual Date 12 Oct 2017

LIST OF EFFECTIVE PAGES

Prepared by: Certified by: Approved by:

JOSE A. RAZON III CAPT. JOHANSEN C. HERNANDEZ

Authority: Designation <HOD / Director>, AOC Official Name 3

Doc. No. PAA/SSD/M/002

Emergency Response Manual Date 12 Oct 2017

Page No. Issue No. Rev. No. Date N 48 05 00 12 Oct 17

Prepared by: Certified by: Approved by:

JOSE A. RAZON III CAPT. JOHANSEN C. HERNANDEZ CAPT. RICARDO T. MISA

Authority: Director for Safety, Philippines AirAsia Inc. 4

Doc. No. PAA/SSD/M/002

Emergency Response Manual Date 12 Oct 2017

CHAPTER 1 : EMERGENCY/CRISIS N 1.6.2 05 00 12 Oct 17

N 1.0.1 05 00 12 Oct 17 N 1.7.2 05 00 12 Oct 17

N 1.1.1 05 00 12 Oct 17 N 1.7.4 05 00 12 Oct 17

N 1.1.2 05 00 12 Oct 17 N 1.7.5 05 00 12 Oct 17

N 1.2.1 05 00 12 Oct 17 N 1.8.1 05 00 12 Oct 17

N 1.2.2 05 00 12 Oct 17 N 1.9.1 05 00 12 Oct 17

N 1.3.1 05 00 12 Oct 17 1.9.3 05 00 12 Oct 17

N 1.5.1 05 00 12 Oct 17 N 1.10.2 05 00 12 Oct 17

N 1.6.1 05 00 12 Oct 17 N 1.10.3 05 00 12 Oct 17

Prepared by: Certified by: Approved by:

JOSE A. RAZON III CAPT. JOHANSEN C. HERNANDEZ CAPT. RICARDO T. MISA

Authority: Director for Safety, Philippines AirAsia Inc. 5

Doc. No. PAA/SSD/M/002

Emergency Response Manual Date 12 Oct 2017

CHAPTER 2 : INTRODUCTION N 2.8.1 05 00 12 Oct 17

Page No. Issue No. Rev. No. Date N 2.9.1 05 00 12 Oct 17

N 2.0.2 05 00 12 Oct 17 N 2.10.1 05 00 12 Oct 17

N 2.1.1 05 00 12 Oct 17 N 2.10.2 05 00 12 Oct 17

N 2.1.2 05 00 12 Oct 17 N 2.11.1 05 00 12 Oct 17

N 2.3.1 05 00 12 Oct 17 N 2.12.2 05 00 12 Oct 17

N 2.5.1 05 00 12 Oct 17 N 2.12.6 05 00 12 Oct 17

N 2.6.1 05 00 12 Oct 17 N 2.12.7 05 00 12 Oct 17

N 2.6.2 05 00 12 Oct 17 N 2.12.8 05 00 12 Oct 17

N 2.6.3 05 00 12 Oct 17 N 2.12.9 05 00 12 Oct 17

N 2.7.1 05 00 12 Oct 17 N 2.12.10 05 00 12 Oct 17

N 2.7.2 05 00 12 Oct 17 N 2.12.11 05 00 12 Oct 17

N 2.7.3 05 00 12 Oct 17 N 2.12.12 05 00 12 Oct 17

Prepared by: Certified by: Approved by:

JOSE A. RAZON III CAPT. JOHANSEN C. HERNANDEZ CAPT. RICARDO T. MISA