Surviving a Catastrophic Event - Lessons from AF447 Crash

1. 73rd Annual Conference of the Airlines Medical Directors Association (AMDA) May 5, 2018Hilton Anatole Hotel, Dallas TX. Surviving a catastrophic eventThe AF447 crash aftermath and lessons learnt Dr Vincent Feuillie vifeuillie@airfrance.fr

2. 73rd Annual Conference of the Airlines Medical Directors Association (AMDA) May 5, 2018Hilton Anatole Hotel, Dallas TX. Disclosure InformationI am full time employee of AIR FRANCEAIR FRANCE-KLM GroupNo conflict of interests to disclose

3. AF447 Rio de Janeiro – Paris CDG

4. AF447 Rio de Janeiro – Paris CDG

5. AF447 Rio de Janeiro – Paris CDG

6. AF447 Rio de Janeiro – Paris CDG AF 447. Swiss Cheese REASON MODEL

7. AF447 Rio de Janeiro – Paris CDG

8. AF447 Rio de Janeiro – Paris CDG Lower Deck Mobile Crew Rest

9. AF447 Rio de Janeiro – Paris CDG

10. Air France crisisexperience Concorde crash (AF4590 July 25th 2000) 113 killed Hijakingflight AF8969 Alger Paris Christmas 1989, 3 hostages + 4 terroristkilled Runway excursion Toronto August 5th 2005 (AF358 CDG-Toronto), No death

11. Crisis = Major disruption for an airline • Takes on its full responsibilities • Ensures the continuity of operations with no deterioration to its image • Meets all regulatory and contractual obligations

12. What is the point of setting up crisis logistics? • Air transport is an activityinvolving a greatmanyrisks: • Air crash, accident withinjuredpassengers and crew, loss of an aircraft • Hijacking, bombalert, malevolent action • Public health, contagiousdiseases, foodpoisoning • Seriousgeopoliticalevent • Natural disaster.

13. Air France Crisis Centre (CC.AF) • Supervises communications • Takes all decisions required by the situation • Provides all necessary human and commercial support • Coordinates measures taken in the different geographic areas concerned by the event AIR FRANCE OCC AIR FRANCE CECC

14. Volunteers Management Unit Victims Information Compilation Centre Social Workers Internal Communications Reception Centre Families Airline Staff Emergency Plan for each station impacted Telephone Information Centre International & Netherlands Representative Human Resources Medical Doctor Representative Commercial France Back-office Consolidation Passenger List Air France Crisis Centre Operations Representative Crisis Director Crisis Logistics Representative Operations Manager on duty OCC Partner(s) Representative(s) Crisis Director’s PA Press Office Representative Technical Coordination Unit Security Representative External Communications Pilots Representative Cabin Crew Representative Go-Team Crew Coordination and Information Unit Security Control Centre

15. Role played by crisis volunteers • To provide support to the «people involved». • These include everyone who are in any way involved with the incident or accident: • Passengers • Crew • Staff • Families, relatives, friends and colleagues of the above persons.

16. Airline’s role with regard to volunteers • Organises and leads the group of volunteers • Via letters to volunteers • Answering questions via mail.volontaires • Prepares and trains volunteers by organizing: • familiarization courses • crisisexercise training Mobilizesvolunteers in the event of a crisis • Reception and briefing • Organization of logistics (transport, accommodation, etc.) CounsellingProvides support to the volunteer on his/her return to workafter the mission in liaison with the HR network and Air France physicians

17. Supporting Families • Reasons for interveningamongfamilies: • - dealingwithpainfulemotions • - psychologicalpreparation for the event • - facilitatinggrieving • - special attention in the case of losing a loved one • - anxious and depressivesymptomsimmediately visible • Do not confuse trauma with grief: • - the victims’ families are not traumatized • - do not overdo the psychiatrictreatment if unnecessary • - grieving: a privatematter • Avoidtwoverycommon attitudes: • - dedramatizing the situation • - takeaway the person’sguilt feelings

18. Attitude to adopt • Every situation is different, unique • Be creative but don’t improvise • Framework adapted to the reality of each situation • Flexible, adaptable framework, in which everyone has a role • Respond rapidly according to the circumstances • Spirit of inventiveness and innovation • Modesty, simplicity and availability • Avoid sophisticated methods • Be sparing about using psychotropic substances • Work focused on ability to listen and build a relationship

19. Air France GO TEAM

20. Medical and Psychological GO TEAM Organization • Agreements and partnerships: • - Agreement with an insurance company • (reinforcement of specialized local teams: physicians, nurses, and psychologists) • - Agreement with the Health Service of the Armed Forces • (psychiatric departments from 9 teaching hospitals of the Armed Forces) • - Takes part in the Medico-Psychological Emergency Unit (SAMU°)

21. The AF emergency response systemAF447 Rio de Janeiro – Paris CDG • Activation of the Corporate Emergency Command Center (CECC) : • Managed by the Crisis Director on call • With help from Managers on call (ERP, HR, Security, …) • Coordinating the full system : • Phone Inquiry Centers – PIC (Paris and Brazil) • PIC for the crew members’ families • Victims Information Collect Center – VICC (outbound calls) • Care Team Center • Technical Command Center • Security Command Center • Family Assistance Center for AF families • Go-team • LERAPs (mainly RIO and CDG) : Local Emergency Response Action Plan

22. helped by a potential of 3800 volunteers 3800 volunteers • Of which 85% are specially trained to help victims families • AF447 required more than a thousand of them Phone Inquiry Centers PICs activities • Paris : 24.000 calls on 01JUN and 22.000 on 02JUN Strong reduction on 03JUN ; percentage of strange calls increasing • Brazil : Complete PIC and VICC Victims Information Collect Center activated in Brazil • Germany : (27 victims) : first step, VICC in CDG then in Germany • Other nationalities : first contacts through 29 AF Regional teams remaining in tight contact with the VICC • Crew members families : one “referent” per family

23. A permanent system for the families : Aftermath Unit“AF447 Cell” The aftermath unit was entitled : AF447 Cell As from 02JUN2009 a Director was named by the AF CEO. The AF447 Cell is in charge, also in the long term, of the contacts with the families, the Associations, officials, …, and to organize the ceremonies, the memorial(s)

24. First actions of the AF447 Cell • Assist CDG and RIO stations to welcome the families, to accommodate them and to provide logistic supports. • Organize a first homage (D+2) in Notre Dame Cathedral – Paris, then an internal one (D+4), then in RIO (D+30) • Co-organization of 2 information meetings for the families with the French Authorities (D+8 and D+31) • Condolences to the families signed by the AF CEO and explaining the process about the advance payments (Montreal convention) • On request, an AF document was sent to the families about the presence on board to help for official steps • Organize a worldwide network of AF family correspondents (“referents”). This network is still active.

25. AF447 Rio de Janeiro – Paris CDG A Ceremony to commemorate the twelve crew members lost on flight AF 447 Friday 5 June at the Air France Head Office.

26. Several families expectations had to be met • Several expectations, which were taken care of, either by AF or by its Insurer. • Information and transparency • Short term transportation, family gathering • Immediate economic aid • Psychological support • Repatriation and burial of the identified bodies • Recovery of the personnel effects • Ceremonies • Families associations • Indemnification process

27. Link with the families • Information : creation of : • a news bulletin, that was sent to the referents who translated them in local languages and sent them to the families • An AF Internet website dedicated to the families (with password) in 4 languages (French, Brazilian, English, German); Some documents are translated in Italian and in Chinese languages. The families may leave messages. • an AF447 heading in AF Corporate website giving overall information about the aircraft, the crew members, some processes, family care team,… • Long term permanent link : • AF447 cell still active • Close cooperation with Family associations • World wide network (AF point of entry for families) still active

28. Ceremonies and memorial

29. Crisis communication • A dramatic event in the air sector is still highly publicized: (shock image, testimonies of survivors or people in mourning) • Objectivity of testimonies? • Avidity of journalists and "pseudo-experts" with questionable objectivity • It usually involves several countries (origin / destination) • Broader media exposure incorporating cultural and even political approaches • Investigative times are no longer compatible with the public's "waiting periods“ • Uncontrolled feeding of social networks and immediate immediacy of continuous news channels • Need to communicate before the first reliable information is known

30. Crisis communication • Airlines must integrate the fascination of air and general access to information into their communication strategy: • The sources of testimonies are many and varied: employees of the Company, witnesses, external actors (authorities, investigations ...), survivors, families of victims .... catalysed by journalists • Self-proclaimed experts and experts, independent of the airlines, are numerous and often eager for media exposure (internally: union representatives) - Many aviation enthusiasts (spotters, followers, ...) organized into networks  - Information now quickly accessible to the general public (FlightRadar application type)

31. The first speech: A key element « Walkinginto the Arena » The first public speaking is certainly trial by fire It is unavoidable:The world is watching you, he wants to know ... It is perilous:The first information is still uncertain, the causes of the event often still unknown. It is strategic:It conditions all the control of crisis management.

32. Peer Support Program Critical Incident ResponseProgram

33. Regain trust

34. Stress-Free Flying Workshop

35. What are they afraid of ? - Objects of fear Turbulence 81% Crash 78% Lack of contact with the ground 72% Take-off 69% Noises 66% Engine failures 58,7% Fear of void 53% Fear of their own fear 52,5% Seclusion 43% Landing 30% Terroristattacks 27% Wings breaking 25% Power of technology 11%

36. Cooperation with other airlines MH017 Amsterdam – Kuala Lumpur July 17th 2014 (298 deaths) MH370 Kuala Lumpur - Beijing March 8th 2014 (239 deaths) GermanWings Barcelone - Düsseldorf March 24th 2015 (150 deaths)

37. Conclusion

38. Acknowledgements • Alain Payen, Marie-Christine Bouton, Monique Cantegril, Catherine Cardines, Catherine Moussu-Suquet and colleaguesdoctors and nurses, OccupationalHealthCrewDepartment IO.ZM • Yves Abbas, Head of the AF447 Cell • Arnaud de Gabriac, Airbus 320 Captain, CIRP Organization • Philippe Goeury, Chief Purser, Psychologist, Stress-Free Flying Workshop • 1,100 volunteerswhowereinvolved in the consequences of the crisiswith flight AF447 • In memory of the 228 victims