STATEMENT OF LOUISE LAUGHLIN VICE PRESIDENT OF PEOPLE, VALUJET AIRLINES TO THE COMMITTEE ON TRANSPORTATION AND INFRASTRUCTURE FOR THE JUNE 19, 1996 HEARING ON THE TREATMENT OF SURVIVORS AND VICTIMS' FAMILIES Lewis Jordan and the ValuJet Team are deeply saddened by the tragic loss of life following the crash of Flight 592. We mourn the loss of our customers and our colleagues resulting from this terrible accident. The events of the past several weeks have had a profound and permanent effect on Mr. Jordan and each one of us at the airline. We deeply and genuinely sympathize with the victims' families. While our grief and the sadness felt by everyone who has been touched by this disaster are difficult to express, the sense of loss is inescapable. It will remain with us always. We understand that many families have been forever changed by what has transpired, and we continue to extend our sincere thoughts and deepest prayers to each and every person associated with Flight 592. All of us at ValuJet have the greatest concern, and deepest sympathy for the anguish and sorrow of all the victims' families and friends. We have made every conceivable effort to help support them in any way we can during this extremely difficult time. Since the accident, the Company's top priority has been to provide the victims' families with support. We have committed ourselves to making their comfort and support our highest priority. Each day, Mr. Jordan stresses the importance of reaching out to the victims' families in an effort to help them through their overwhelming grief. ValuJet is committed to meeting the continuing needs of the victims' families. We would also like to recognize the selfless contributions of all those who have offered help and support, especially the NTSB, The National Air Disaster Alliance (NADA), Metro-Dade Police, Fire Rescue, and Medical Examiner and Victoria Commack. Each has been a valuable resource to ValuJet and a great source of comfort to the victims' families. We have attached letters, printed in the Florida press, to these groups expressing our appreciation. We commend the Committee for looking into this most important topic. It is our hope that ValuJet's efforts can be of some assistance to others in comforting and aiding victims' families and accident survivors in the aftermath of future tragedies from whatever cause. The following outlines Lewis Jordan's priority action plan in the aftermath of the tragic accident of flight 592: Notification, Arrangements and Logistics: The crash of Flight 592 occurred at 2:15 p.m. on Saturday, May 11. Notification to the victims' families began at 4p.m., and all possible notification was completed by 11p.m. A "1-800" Hotline number was set up for the victims' families to contact ValuJet. The Hotline was in operation 24 hours a day for two weeks following the accident. Families were informed that hotel accommodations, flight arrangements and car rentals were being arranged. ValuJet also arranged transportation to and from the airport if requested. Arrangements were established based on individual needs, most arrangements were finalized by 11p.m. Saturday. Families were personally recontacted and given all the pertinent information and flight itineraries. As the necessary information became available, it was faxed to the accident outreach headquarters in Miami so the hotels, car rental agencies and airline representatives received the information and could make arrangements to greet the families. For those families who did not wish to leave for Miami immediately, our command center contact number was provided so they could depart at their at own convenience. ValuJet established Direct Billing Accounts with all accommodating hotels, car rental agencies and some airlines. Any additional expenses incurred by the victims' families related to travel or similar expenses were reimbursed excluding alcohol purchases. ValuJet granted any reasonable expense requests for non-immediate family members who traveled to Miami and for plane tickets of family members flying to other immediate family members homes in lieu of traveling to Miami. (For example, a number of families had more than 15 members present with ValuJet's full financial support.) Upon Arrival: Transportation arrangements were provided to escort the victims' families from the airport to the hotel where they were greeted and assigned a personal ValuJet contact who remained with the family as needed. The contact provided room keys making check-in unnecessary. Employees were counseled on how to help and support the families. Counseling was set up for all of the victims' families both in Miami and within the victims' home towns. Counselors were also made available on-site at the ValuJet Headquarters to speak with and counsel employees. ValuJet requested that the hotel implement additional security measures to enhance privacy and protect the families from any unwanted intrusions from the press or others. A conference room was reserved at the hotel for victims' families to meet and console one another. Ground transportation to and from the site was arranged by ValuJet Continuing Counseling and Briefings: Counselors were made available for the families 24 hours a day, 7 days a week. The families were provided with at least two daily briefings by ValuJet Prayer services hosted by a wide range of religious representatives from the community were available each day. Information Gathering: ValuJet worked with the families to gather the Death Certificate information. Death Certificate information was then provided to families personally by ValuJet representatives or, if that was not possible, by Federal Express. Once all pertinent information was gathered, and positive identification was As bodies have been identified, families have been notified personally by the Dade County Medical Examiners Office. ValuJet followed up with each family personally. For those not in Miami, the families have been personally visited at their home by uniformed police officers accompanied by Red Cross Mental health counselors. Memorial Services: Most Families set up their own private memorial services. ValuJet contacted and made every available effort to obtain the necessary memorial service information and sent flowers. If ValuJet missed a memorial service, flowers were sent to the next of kin's house. ValuJet Family Representatives and employees attended all known memorial services. ValuJet's President, Lewis Jordan and his family, attended some personally. ValuJet had an on site memorial service on May 15, 1996. This memorial also provided an important opportunity for ValuJet employees to honor their colleagues. ValuJet provided transportation for the families, friends and employees. ValuJet held a memorial service at Georgia Tech Auditorium in Atlanta. The service was attended by ValuJet employees and a number of victims' families. ValuJet held a memorial service in Dallas, Texas for the flight crew which was attended by Mrs. Lewis Jordan, Joan Auch, Vice President of In Flight Operations, Louise Laughlin, Vice President of People, and other employees. The command center has remained open to family members from 8a.m.to 8p.m. every day in order to answer questions and address concerns. After all the memorial services were held, ValuJet provided the family with a contact number in the event the families needed additional support or counseling. ValuJet appreciates that the healing process is extraordinarily slow and painful. ValuJet and its employees are dedicated to providing ongoing support to the victims' families in their time of need. ValuJet commends the strength and fortitude of all the victims' families and ValuJet employees. By working together, we hope to ease the sorrow and prevent such a tragic event from occurring again. Overall ValuJet attempted to combine human compassion with good judgment to treat family members as we believed we would want to be treated in similar circumstances. Compassion, caring and concern has been the central focus of every individual throughout the Company. |