Testing our ER Plans 2011 Full Scale Drill

1. Testing our ER Plans2011 Full Scale Drill Penny Neferis – Director Care & Emergency Response

2. Agenda • Care & Emergency Response Department • JetBlue’s Emergency Response Plan • Overview of 2011 Full Scale Drill • Drill Objectives • 2010 Tabletop Exercises • Timeline of 2011 Full Scale Drill Events • Key Player Roles & Communication • After Action Report (AAR)

3. Care & Emergency Response Department

4. The Care & Emergency Response Department Our Mission Statement “It is our goal to prepare our Company to effectively, compassionately and responsibly handle an aviation disaster.”

6. JetBlue’s Emergency Response Plan

7. Aviation IndustryLegislation • Federal Law • Requires all carriers to have a plan on file • Ensures proper treatment of passengers and survivors • Enacted in 1996 • For more info: ntsb.gov

8. Victim Support Task 2- JetBlue • Submit Emergency Response Plan to NTSB & DOT • Train personnel in crisis response • Set up a toll-free phone number • Notify passenger families in a timely matter • Secure a facility for family members to gather and receive investigation updates and support • Provide logistical support to families • Have a badge process • Plus additional tasks outlined in the Law

9. Our Corporate ER Plan

10. JetBlue’s ER Teams Operations Planning Logistics Finance General Team Organization How will we pay for it? What will we do? What resources will we need? How will we do it?

11. IRMA- Incident Response Management Application

12. Stations Plans - ERL • Emergency Response Liaison at every Airport • ER Liaison program started in September 2004 • Every city has a least 2 ERLs (Primary & Deputy) • Crewmembers should volunteer for this role • Attend Initial ERL Training, then yearly Annual • Works with leadership to keep Station ER plans are updated and accurate

13. What Is The Red Bag? • It is a red bag with checklists and supplies • Located in a secure but accessible area • Deployed immediately in the event of an accident or major incident • ERLs keep information up-to-date / inventory • All station employees should be aware of the Red Bag location • Consistency between Stations is key!

14. Care Team • Travels to accident site • could be deployed to home / hospital / other • Works face-to-face with survivors / family members • Provides assistance with short term immediate needs • May provide notification to family members and crew • Care Care Team Members 952 Languages 37 Religions 40

15. Care at JetBlue Different model than some other airlines JetBlue Care Team can activate for non-accident emergencies, such as: Aircraft Incident Employee Crisis or Injury Employee Death Natural Disaster

16. Haiti Earthquake • Activated Haiti Relief Command Center • Impacted 90+ Crewmembers Haitian-American • Worked closely with Corporate Social Responsibility Team • Deployed Care Team Members to DR • JCCF Funds provide to impacted Crewmembers • Over 1000 flight reservations • First time responding in both external and internal focus

17. Hurricane Irene • Impacted 4 countries and over 15 USA cities we serve • Over 6300 Crewmembers lived in area • Deployed SAT phones • Established Incident Operations Center in FSC • Sent “checking in” notification message • Over 92 Crewmembers who requested assistance

18. Overview of 2011 Full Scale Drill

19. Full Scale Drill Definition An exercise where the aim is placed on activating all of JetBlue’s Emergency Response Plan in which all Emergency Response teams are deployed as if it were an actual event. The exercise’s emphases are on executing processes and procedures from the EOM under crisis conditions and assess teamwork with the participating groups.

20. Overview Scenario On May 12, 2011, an Embraer E190, N190JB, JetBlue Flight #9099 from BDA to BOS crashed in Boston Harbor while attempting an emergency landing at BOS due to an onboard aircraft fire. There were 4 Crewmembers and 90 Customers onboard. Flight 9099 departed BDA at 0740 with a 0915 BOS arrival time. During descent over the Atlantic Ocean, 30 minutes before landing, the Flight Crew reported to Air Traffic Control (ATC) that they were experiencing numerous aircraft electrical anomalies. The Flight Crew requested priority handling from ATC into BOS. Fifteen minutes later, the Flight Crew declared an emergency with ATC due to an onboard aircraft fire and requested vectors direct to BOS. During the descent the fire and smoke intensified. 25 minutes after the first indication of a problem (5 minutes before the accident) there was no further communication between the aircraft and ATC. In the final minutes of the flight it became increasingly difficult for the Flight Crew to see their flight instruments due to heavy smoke. While on final approach, the aircraft descended below the glide slope and impacted Boston Harbor. The aircraft broke apart on impact with the water. Passenger Status: 59 fatal; 31 injured

21. Our Department’s Roles Penny Oversaw team’s progress and worked closely with Executive Leadership and external stakeholders. Communicated drill’s objectives company-wide and led Go Team pre-drill meeting. Chaired Massport’s Family Assistance Group and help various meetings with Boston EMS, participating hospitals, and American Red Cross. On the day of the drill was primary lead at Family Assistance Hotel in Boston. Christina Met with and trained Family Support Team (FST). Worked closely with new Business Partner, Empathia, as well as manifest reconciliation team and Salt Lake City Support Center (SSC) Leadership, and was primary lead for team in SSC the day of the drill.

22. Our Department’s Roles Athena Led all Actor efforts including recruiting, logistics, and creating actor packets. Additionally, secured hotels, food, car rentals, and flights as well as worked closely with the Emergency Response Liaisons (ERLs). Andrew Created task tracking system for project tasks and SurveyMonkeys for callers day of drill and post drill feedback. Worked closely with Accident Investigation Team (AIT) and IT to ensure resources were identified for Go Team launch. Audited Emergency Command Center (ECC) and Go Team Launch supplies. Day of drill was lead at Go Team Leadership Hotel in Boston. Kristal Worked with Care Command Leadership and Care Team that would be deployed on day of drill. Additionally, created new signage for FAC Hotel and created handout materials for participants. Day of the drill she was a lead in the Friends and Family Reception Center (FFRC)

23. Other Roles Eddie Oversaw media footage for Emergency Command Center (ECC) and secured videographer for Boston drill activities. Day of drill was lead in Emergency Command Center (ECC). Toshie Was on special assignment with the Care & Emergency Response Department for over a month. Created the Master Binders used by drill leadership and secured critical documents such as manifest, fuel slip, rosters. Day of drill was lead in Media Room in Emergency Command Center (ECC). Jason Worked with pre-identified Emergency Response Liaisons (ERLs) on assigning roles for drill activities. Day of drill was supporting ERLs.

24. Other Roles Emergency Response Liaisons (ERLs) 31 ERLs from across the JetBlue network volunteered to assist with drill activities in Boston, Bermuda, Salt Lake City Support Center, and Forest Hills Support Center. Actors 85 actors were recruited from Nedrix and various hospital groups, and they participated in the drill as survivors (Friends and Family) in the Friends and Family Reception Center and Family Reception Center. Care Team 48 Care Team volunteers worked with Survivors and the Care Command team at the Family Assistance Center Red Cross 33 Red Cross volunteers worked in the Family Assistance Center and maintained a designated Mental Health/Childcare Room.

25. Full Scale DrillKey Player Roles • Emergency Command Center, Forest Hills Support Center • Drill Director/Official Timekeeper • Advisor • Caller Helpdesk • Observers • Coordinators • System Ops Crew Services Advisor • Go Team, JFK- Hangar 81 • Drill Director • Advisor • Observers • Coordinators

26. Full Scale DrillKey Player Roles • Family Support Team – Salt Lake City Support Center • Drill Director • Advisor • Observers • Coordinators • Boston and Bermuda • Advisors • Observers • Coordinators

27. Executive Leadership • Executive Leadership • The Full Scale Drill and Emergency Response-related activities in general are fully supported by JetBlue Airways Leadership. As would be the case in a real incident/accident, JetBlue leadership had the opportunity to drill their assigned roles: • Dave Barger, President & CEO • Provided leadership in the Emergency Command Center and underwent a mock press statement with our Media Relations business partner • Rob Maruster, COO • Go Team Incident Commander; led bridge line between Emergency Command Center and Go Team Leadership. • Joanna Geraghty, EVP and Chief People Officer • Gave mock press statements alongside representatives from Massport and other entities as well as updates to Family Members.

28. Budget FAC Hotel - room rental & Food Hyatt Harborside $10,960.00 Go Team/ Care Hotel food Embassy Suites $4080.00 Volunteers Guest Rooms Comfort Inn & Suites $3476.76 Car rentals for Care Team Enterprise Car - BOS $491.44 FST Supplies SSC $114.22 FST & Care On-site sign Materials SSC $353.94 Signs for Care & FST SSC $311.31 easels for Care Command SSC $135.11 ECC & Hangar food - A&B FSC $375.62 Busses FSC $900.00 ERL Dinner in BOS BOS $468.44 Airport Screeners BOS $819.00 Signs FST FST $81.85 Total (Not Including Flight) $22,567.69

29. Overview Roles of ER Teams • Objectives for Go Team • Setup Family Assistance Center (FAC) • Drill Care Command’s critical logistical and support functions • Register and assist survivors and families • Assign Care Team members • Conduct family briefing(s) • Overall ability to “hit the ground running”

30. Overview Roles of ER Teams • Objectives for • Emergency Command Center • Train new Incident Directors • Activate all Team checklists • Work with Go Team onsite • Objectives for • Family Support Team • Test new upgrades to IRMA • Test new BP • Allow FST members to all play

31. Overview Roles of ER Teams • Objectives for Boston • Setup Friends and Family Reception Center (FFRC) • Activate Red Bag • Brief and assist with arrival and changeover to GoTeam • Transition to FAC • Objectives for Bermuda • Reconcile Passenger Manifest • Work with Airport Authority • Provide Family Assitance

32. Drill Objectives

33. Drill Objectives • Activate all our Emergency Response Teams • Assemble and deploy Go Team to accident location • Test Go Team onsite processes, including setting up and staffing a Friends and Family Reception Center, Family Assistance Center and the Joint Family Support Operations Center (JFSOC) • Train new ECC Incident Directors & develop skills regarding an international flight involved in an accident

34. Drill Objectives (Cont’d) • Test new Family Support Team manifest procedures, business partners and passenger tracking system enhancements • Activate BOS and BDA BlueCity ER Kit/Red Bag Plan • Interact with local, state, and federal authorities • Learn about each other's roles and responsibilities • Provide feedback to enhance plan

35. 2010 Tabletop Exercises

36. Pre-Drill Planning2010Tabletop Exercises • Three different tabletops were created for each ER Team • Emphasis was placed on Incident v. Accident Response • Aim to assist with identifying gaps and prepare for upcoming FS Drill

37. Pre-Drill Planning2010Tabletop Exercises • Key to Effective Tabletops: • Challenging Scenarios • Conduct tabletop at location where members are located and/or would report to in a real incident • Utilize leadership to facilitate tabletop • Provide checklists to each member; collect feedback on changes needed • Survey group for questions and provide feedback / direction

38. Pre-Drill Planning2010Tabletop Exercises DATE: December 1, 2010 TIME: 9am – 12pm SCENARIO: Jets branded A/C w/ all survivors at JFK LOCATION: ECC MEMBERS: 55 Persons SURVEYED: 30 Respondents DATE: November 17, 2010 TIME: 10am – 12pm SCENARIO: Delivery Flight w/ Crewmembers onboard in Brazil LOCATION: JFK Int’l Hotel MEMBERS: 65 Persons SURVEYED: 38 Respondents DATE: November 17, 2010 TIME: 10am – 12pm SCENARIO: Runway Incursion with an airline partner LOCATION: New York Conf Room (FST) MEMBERS: 59 Persons SURVEYED: 22 Respondents

39. Timeline of 2011 Full Scale Drill Events

40. Pre-Drill PlanningHi Level Timeline Overview

41. Pre-Drill PlanningInternal JetBlue Meetings • Go Team Drill Prep Meeting • All Go Team Members • Executive Meetings • CEO, COO, CPO, VP Tech Ops, VP System Ops, VP Corporate Security, VP Legal, VP Safety, among others • Section Team Meetings • Manifest Reconciliation, Family Assistance, Badging, Security, System Operations, Incident Directors, Safety, etc • Most Go Team/ECC/FST Sections were met with individually beforehand • Care & Emergency Response • Met on a weekly basis and gradually on a bi-weekly basis • Utilized additional Crewmember support for drill prep

42. Pre-Drill PlanningExternal Meetings • BOS Massport Meetings (Jan – May) • 11 Planning Meetings in BOS • Meetings included all stakeholders and 4 subgroups • Emergency Operations Center • Evidence Collection • Family Assistance Center • Media • Additional Meetings • Boston EMS (Passenger Tracking) • American Red Cross • Hyatt/Embassy Suites Hotels • Family Assistance Subgroup Meetings • JetBlue BOS Leadership Training

43. Exercise TimelineOverview

44. Exercise TimelinePre-launch Phase (0630—0830) • Go Team check in and registers at JFK Hangar 81 • ER team member bags and Go Team kits are loaded onto Go Team aircraft • Crew is on Go Team aircraft prepared for depart • ECC members in position by 0830 • Family actors positioned in BOS arrivals

45. Exercise TimelineLaunch Phase (0830—1030) • Crash at 0820ET, SOC notified • ER Notification sent to team by SOC MOD • Teams begin to report • Go Team departs/arrives • First press release released • Dark Site launched • Manifest reconciliation begins • Red Bags activated • BOS Friends and Family Reception Center set up • 1st media clip released

46. Exercise TimelinePhase One (1000- 1100) • Go Team plane from JFK-BOS is delayed due to an actual mechanical • Phase One Zingers distributed to all participants • i.e. Reports of a “manifest” are showing up on Facebook and Twitter. It looks like a genuine manifest but is obviously falsified • The Hilton is reporting their hotel is booked solid, but you need this hotel. What do you do next? • Go Team deploys to FAC, Massport EOC and Go/Care Command hotel/Terminal • Calls begin to 800 number • Bluenote distributed • Manifest reconciled • 2nd media clip released

47. Exercise TimelinePhase One (1000- 1100) cont’d • Passenger Manifest • Manifest is one of the most critical components of a real event and therefore drill • Manifest is reconciled and closely guarded • Used to determine whether survivors at airport or callers have family member on effected flight • For drill, many of the in person and caller actors were given manifested names to test process of confirmation.

48. Exercise TimelinePhase Two (1100-1200) • Phase Two Zingers distributed to all participants • The President of Harvard is on TV saying that they have received no communication from JetBlue and is releasing the names of the students before family notifications have been completed. What do you do? • The Red Sox organization is calling, asking for details because they are concerned our sponsorship may have a negative reaction to fans at tonight's game. • Families transported from BOS FFRC to Hyatt FAC • Crewmember family notifications concluded • Prep for first press statement • 3rd media clip released

49. Exercise TimelinePhase Three (1200-1400) • Phase Three Zingers distributed to all participants • The spouse of the Captain is reporting that media is outside of their home in Nashville, TN. What do you do? • The White House is calling wanting to confirm one VIP name who may or may not be on the manifest. • Press statement by Dave or JB Executive • Exercise activities end at 1300 • Gather all participants for final on site Executive briefing to families • Surveys distributed and collected

50. Key Player Roles & Communication