t7 b13 aa phone transcripts fdr- aa 11 calls- kean commission transcripts

8/14/2019 T7 B13 AA Phone Transcripts Fdr- AA 11 Calls- Kean Commission Transcripts

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TRANSCRIPTS OF 9/11TELEPHONE CALLS

Private andConfidential - Do NotCopy orDisclose.Sensitive Security Information.

AA KEAN COMM 006327


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iOF9/11 TELEPHONE CALLSTA B FILE NAME

1 UNTTTLED

2 AACTRMGRl J25A3 AACTRMGR1_825A_

4 AADISP265 AADISP276 A A DIS P 28

LENGTH DESCRIFHONRD U FOLDER

(4:07) Belly Ong -Vanessa Minter, Winston Sadler andNydia GonzalezSOC CENTER MANAGER FOLDER

_0 (20:50) Nydia Gonzalez - Craig Marquis (Part I)1 (3:51) Nydia Gonzalez - Craig Marquis (Part2)

SOC DISPATCH FOLDER(0:48) Craig Marquis- Peggy Houck(1:56) Peggy Houck -San Francisco ARINC(1:27) San Francisco ARINC - Peggy Houck

SOC SECTOR MANAGER FOLDER7g91 0

1 1

12

1314151617

AASECMGR5AASECMGR6AASECM GR7AASECMGR8AASECMGR9AASECMGR10

AASECMGR12AASECMGR12AASECMGR12AASECM GRI3AASBCMGR13

(0:31)(0:23)(0:36)(1:00)(0:46)(8:26)

(3:31)(3:31)(3:31)(2:43)(2:43)

Ray Howland Elaine1 lam] |- RayHowland

Joe Bertapcfle Ray Hpwland1 I(BOS) - Ray Howiahd.| t-BOS)- RayHowlandNancy Wyati (BOS FligMService)-RayHowland

1 KLGAI-RavTfowland1 IfMOC)- Ray Hc/wtondI IfBOS) - Ray Howland1 k - Ray Howland| f- Ray Howland

Working-levelEmployee

SOC ATC FOLDER1819

.202 122

ATCIJ01ATC1J02ATC1_832ATC1_834ATC1_917

(4:47)(2:45)(2:06)(1:46)(3:49)

Billllalleck | KPartl)Bill Halleck- ((Part2)Bill Halleck -BOS Flight Control (Part 1)Bill Halleck - BOS Flight Control (Part 2)Bill Halleck - I IJFAA Command CenterHead of Central Traffic Flow)

AA KEAN COMM 006928


3/62

BETTY ONG TO VANESSA MINTER, WINSTON SADLER ANDNYPIA GONZALEZ (A A RALEIGH RESERVATIONS OFFICE)

BETTY ON G:

WINSTON SADLER:BETTY ONG:(UNISON)VANESSA MINTER:(UNISON)WINSTON SADLER:

BETTY ONG:WINSTON SADLER:VANESSA MINTER:BETTY ONG:VANESSA MINTER:BETTY ONG:

VANESSA MINTER:

BETTY ONG:VANESSA MINTER:BETTY ONG:WINSTON SADLER:

BETTY ONG:VANESSA MINTER:WINSTON SADLER:

... number three in the back. The cockpit's not answering,somebody's stabbed in business class and ... I think there'smace ... that wecan't breathe ...I don't know, 1 ihink we're getting hijacked.Which flight arc you on?Flight 12.

Flight 12.

And what scat are you in? ... Ma'am are you there? ...

Yes.What... what seat are you in?Ma'am what seat are you in?We're... we ust left Boston we're up in the air.I know, what... .We're supposed to go to LA and the cockpit's no t answeringtheir phone.Okay, bu t what seal are you sitting in? What's th e number ofyour seal?Okay, I'm in my jumpscat right now.Okay.A t 3 R .Okay, you're the flight attendant?I'm sorry did you say you're the flight attendant?Hello?Yes, hello.Yes, what is...What is your name?

' Private and Confidential Do Not Copy or Disclose. Sensitive Security Information.

AA KEAN COMM 006329


4/62

BETTY ONG TO VANESSA WINTER, WINSTONSADLER ANDNYDIA GONZALEZ (AARALEIGH RESERVATIONS OFFICE)

BETTY ONG:WINSTON SADLER:BETTY ONG:WINSTON SADLER:BETTY ONG:

WINSTON SADLER:

BETTY ONG:

BETTY ONG:

(UNIDENTIFIED FAV.BETTY ONG:

WINSTON SADLER:BETTY ONG:

WINSTON SADLER:

N Y D I A GONZALEZ:WINSTON SADLER:NYDIA GONZALEZ:BETTY ONG:

H i, you're gonna have to speak up. I can't hear you.Sure. What is your name?Okay. My name is Betty Ong. I'm number three on Flight 11 .Okay.And the cockpit is not answering their phone. And there'ssomebody stabbed in business class. And there's ... we can'tbreathe in business class. Somebody's gotmace or something.Ca n you describe the person that you said someone is whatin business class?I'm sitting in the back somebody's coming back frombusiness. If you can hold on for one second they're comingback.

They -wanna know whose been stabbed who. Do youknow?I don '(know, but, Karen and Bobbie got stabbed.

Okay. Our numberone is, got stabbed. Our purser is stabbed.Nobody knows who stabbed who, and we can't even get up tobusiness class right now cause nobody can breathe.Our number one is stabbed right now. And who else is ...

Okay, and do we ...and ournumber five. Our first class passengers are ... our firstclass ... galley flight attendant and our purser has beenstabbed. And we can't get into the cockpit. The door won'topen.HelloVYeah. I'm taking it down. All the information. We're also,yo u know, of course, recording this. At this point...This is operations. What flight number arc we talking about?Flight 12.Flight 12?Okay. I'm getting ...No. We're on Flight 11 right now. This is Flight 11.

** Private and Confidentutt - Do NotCopy or Disclose. Sensitive Security Infbnnation.

AAKEAN COMM 006330


5/62

BETTY ONG TO VANESSA M INTER, WINSTON SADLER ANDNYDIA GONZALEZ (AA RALEIGH RESERVATIONS OFFICE)

WINSTON SADLER:BETTY ONG:WINSTON SADLER:BOTTY ONG:

3%,00 WINSTON SADLER:

BETTY ONG:WINSTON SADLER:BETTY ONG:

BETTY ONG:WINSTON SADLER:BETTY ONG:WINSTON SADLER:NYDIA GONZALEZ:

WINSTON SADLER:NYDIA GONZALEZ:BETTY ONG:

NYDIA GONZALEZ:

Flight 11. I'm sorry Nydia.Boston to Los Angeles.Yes. 'O ur number one has been stabbed and our five has beenstabbed.

Can anybody get up to the cockpit?Can anybody get up to the cockpit?

Okay. W e can't even get into the cockpit. W e don't knowwho's up there.Well if they were shrewd they would keep the door closed and

I'm sony?Would they no t maintain a sterile cockpit?I think the guys are up there. They might have gone there,jammed their way up there, or something. Nobody can call thecockpit. We can't even ge t inside.

(Talking in background on plane,unintelligible)Is anybody still there?Yes, we're stfll here.Okay. I'm staying on the line aswell.Okay.Hi, who is calling reservations? Is this one of the flightattendants, or who? Who are you Ihun?She gave her name asBetty Ong.Betty?Yeah.I 'm number three. I'm number three on this flight. And we'rethe first...You 're the number three on the flight?

1 Private and .Confidential - Do Not Copy or Disclose. Sensitive Security Information.

AA KEAN COMM 006331


6/62

BETTY ONG TO VANESSA MINTER, WINSTON SA DLER A NDNYDIA GONZAL EZ (AA RA LEIGH RESERVATIONS OFFICE)BETTY ONG:NYDIA GONZALEZ:

BETTY ONG:NYDIA GONZALEZ:BETTY ONG:

H:OO

Yes and I have ...A nd this is Flight I I ?From where towhere?Flight 11.Have you guys called anyone else?No.Somebody's calling medical and we can't get a doc (Beep)

** Private andConfidential-Do Hot Copy or Disclose. Sensitive Security Info rm ation.

AA KEANCOMM 006332


7/62

NYDIA GONZALEZ TO CRAIG MARQDIS (Fart 1)3A;.o2> CRAIG MARQUIS:

00

NYDIA GONZALEZ:

C R A I G M A R Q U I S :NYDIA GONZALEZ:C R A I G M A R Q U I S:NYDIA GONZALEZ:

C R A IG M A R Q U IS :NYDIA GONZALEZ:C R A IG M A R Q U IS :

NYDIA GONZALEZ:

C R A I G M A R Q U I S:NYDIA GONZALEZ:C R A IG M A R Q U IS :NYDIA GONZALEZ;

C R A I G M A R Q U I S:

I \A GONZALEZ:

American Airlines emergency line. Please state youremergency.Hey, this is Nydia at A merican A irlines calling.I am monitoring a call in which Flight 11 ...The flight attendant is advising our reps that the Pilot ...everyone's been stabbed.Flight 11?Yep. They can't get into the cockpit is what I'm hearing.Okay, who is this I'm talking to?Excuse me.This is Nydia, American Airlines at the Raleigh ReservationCenter. I'm the operations specialist on duty.A nd I'm sorry. What was your name again?Nydia...Nydia.A nd wha t's your last name?Gonzalez.G-O-N-Z-A-L-E-Z.Raleigh Reservations. Okay. Now when you ...I've got the flight attendant on the line with one of our agents.Okay. And she's calling how?Through reservations.I can go in on the line and ask the flight attendant questions.Okay... I'm assuming they've declared an emergency. Let meget ATC on here.Standby.

H i Who is calling reserva tions?'Is this one of the flight attendants or who? Who are youhun?

1 See Tab 3 for a transcript of the recorded portion of Betty Ong's call to RaleighReservations.** Private and Confidential - Do No t Copy or Disclose. Sensitive Security Information.

AA KEAN COMM 006333


8/62

NYDIA GONZALEZ TO CRAIG MARQUIS (Part 1)

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CRAIG MARQUIS:NYDIA GONZALEZ:CRAIG MARQUIS:NYDIA GONZALEZ:CRAIG MARQUIS:

NYDIA GONZALEZ:CRAIG MARQUIS:NYDIA GONZALEZ:

CRAIG MARQUIS:NYDIA GONZALEZ:CRAIG MARQUIS:NYDIA GONZALEZ:CRAIG MARQUIS:NYDIA GONZALEZ:

CRAIG MARQUIS:

Betty?You 'r e th e number three o n th e flight?And this is Flight II?From -where to -where?Have you guys called anyone else?Okay. Y o u guys are airborne r ight now ?Okay. Betty. I've go t security on the line. Okay?So justjust bear with u s.

Hey, Nydia.Yeah.Hello?Yes sir, I'm here.Okay, did Flight 11 say, are they descending?Are they landing somewhere?She says they're in the air.Yeah, I see they're flying. I'm just wondering ...And I'm talking to Betty. Apparently she's the number threenight attendant on board.Urn okay, hold on one second.And she's still in communication with my rep.Okay.Don't they have a way of communicating with pilots?Sure we do.No, I'm saying the flight attendant herself.She's saying she can't get into the cab ... into the cockpit.Well maybe they're busy.

** Private and Confidential Do Not Copy or Disclose. Sensitive Security Information,

AA KEAN COMM 006334


9/62

N Y D I A G O N Z A L E Z TO CRAIG MARQUIS (Par t 1)

NYDIA GONZALEZ:

3 NYDIA GONZALEZ:(SIMULTANEOUS)

iO

"5 ' 2> 7

CRAIG MARQUIS(SIMULTANEOUS)

NYDIA GONZALEZ:

NYDIA GONZALEZ:(SIMULTANEOUS)

CRAIG MARQUIS(SIMULTANEOUS)CRAIG MARQUIS:

- ^ 2> NYDIA GONZALEZ:(SIMULTANEOUS)

Lcl me ... let me get hold of the dispatcher and have themSELCAL2 this guy. xStandby.Okay ...

H ey Bet t y , this is Nyd i a .Y o u 'r e saying tha t the guy s that are doing the s labbingthey 'r e in the cockpi t? H a w m a n y p eo p l e a r e w e talkingabout?T w o guys? D o y ou have a descript ion of. . .

(XXX.) 1 Okay. I'll take 'em both on 23 (XXX).Matter of fact (XXX) put this line on hold.(diallone beep).

O k a y , n o w h o w a r e th e passengers?So this is a ll h a p p en i n g in first c/oss, c o a c h is nota w a r e o f what ' s go ing on?O k a y .Betty you n eed to ca lm down- h o n ey . O k a y we ' ve go tsecur i ty on the l ine , we ' re gonna do every th ing we can .

Hey Peggy, Craig Marquis. How are you?Good. Hey, I have an interesting call.4Flight 11 (clears throat) Boston to LA, thenumber three flight attendant on board by thename of Betty Ong has contacted RaleighReservations and says that there's a passengeron board that's stabbing the flight attendantsand she's trying to get a hold of the cockpitcrew and she can't get through. And thecockpit cabin door is closed. Could youSELCAL this captain and confirm thateverything is okay? And don't spread thisaround...

Betty what ' s go ing on?

~ "SELCAL" stands for Selective Calling. It's a technique that allows a ground radio operator to alert anaircrew that the operator wishes to communicatewith the aircraft3 "XXX" designates unintelligible wordsor phrases.4 See Tab 4 for a transcript of Craig Marquis' call to Dispatcher Peggy Houck.** Private and Confidential - - Do Not Copy or Disclose. Sensitive Security Information.

AA KEAN COMM 006335


10/62


11/62

NYDIA GONZALEZ TO CRAIG MARQUIS (Part I)

CRAIG MARQUIS:

NYDIA GONZALEZ:CRAIG MARQUIS:

NYDIA GONZALEZ:

CRAJG MARQUIS:NYDIA GONZALEZ:

NYDIA GONZALEZ:CRAIG MARQUIS:NYDIA GONZALEZ:CRAIG MARQUIS:

What w as that Betty?(Background noise.}

Okay.(Background noise.)

Have you guys gotten anycontact with anybody?O k a y I'm still on with securi ty , okay Betty?You 're doing a great job, just just stay calm. Okay?We are. absolutely.

Okay, we're contacting the flight crew now and we're ... we'realso contacting ATC.Okay.Anything else from this flight attendant?

So far, what I've got is the number five flight anendanl hasbeen stabbed but she seems to be breathing. The number oneseems to be stabbed pretty badly and she's lying down on thefloor. They don't know whether she's conscious or not. Theother flight attendants are in the back. And that's as far as 1know.It seems like the passengers in coach might not be aware ofwhat's going on right now.These two passengers were from first class?Okay hold on .

Hey Betty, do you know any information as far as th egents . . . the men tha t are in the cockpit with th e pilots,were they from first class?They were sitting in 2A and B.Okay.They are in the cockpit with the pilots.Okay,

** Private and Confidential - Do Not Copy or Disclose. Sensitive Security Information.

AAKEAN COMM 006337


12/62


NYDIA GONZALEZ:

NYDIA GONZALEZ: 100 CRAIG MARQUIS:


NYDIA GONZALEZ:

CRAJG MARQUIS:

MIKE MULCAHY:CRAIG MARQUIS:


13/62

N Y D I A G O N Z A L E Z TO CRAIG M A R Q U I S (Part 1)

NYDIA GONZALEZ:

CRAIG MARQUIS:

NYDIA GONZALEZ:

me here. Yeah. (XXX)(XXX) I'm, that's what Pm working on rightnow. Okay. Thanks.

Okay, okay.Did we find out who it was?Yeah.

Okay, let metell youwhat's going on.The passengers in 2A and 2B, two malepassengers, have broken into the cockpitstabbed the number one flight attendant.

Oh good.The number one flight attendant is breathing and she isconscious.

\" OC CRAIG MARQUIS:

CRAIG MARQUIS:NYDIA GONZALEZ:

NYDIA GONZALEZ:

NYDIA GONZALEZ:

Okay, so right now, the plane is being flownerratically, but that's all we know. I don't wantthis spread all over this office right now.Any information that you get, send to me okay.

Okay I m back with you.Hey Betty. H a n g on one second. Who is the agentthat's on the line with you?Hey Winston, it's Nydia. Ray Scott should be therewith you.Okay, sweetie we want to . . . w e 've got security workingon it right now . W e 're go nna maintain this line openas much as we can. W e don' t wa nt to spread anythingaround. Okay? Excellent.I have, I'm talking to Craig Marquis. He's themanager on duty.I'm sorry? Yeah, please. That 's a go od idea.I wouldn 't close the blinds though. Yeah.Betty, how areyou holding up honey?Okay. You're gonna be fine.Wa s first class full?

*" Private and Confidential - Do Not Copy or Disclose. Sensitive Security Information.

AA KEAN CO MM 006339


14/62

NYDIA GONZALEZ TOCRAIGMARQUiS (Part 1)

I \.

\33.

CRAIG MARQUIS:BILL HALLECK:

NYDIA GONZALEZ:

BILL HALLECK:

CRAIG MARQUIS:

BILL HALLECK:CRAIG MARQUIS:NYDIA GONZALEZ:CRAIG MARQUIS:NYDIA GONZALEZ:

Okay, do we know ho w the passengers up there aredoing, i f any of the passengers go t hurt?What've ya got?

29,000.They've lost conun with 'em.Turned off his transponder.Tracking his primary only.Was westbound. Turned southbound.Said the controller heard on the frequency thepilot apparently adjust his mike ... lot of loudvoices ... that sounded threatening ...

Kes, I'm here Betty.One of < n i r passengers is?So just, you know of just one that got stabbed?

(XXX)... something about return or I'll killyaor something to that effect ... or threateningdialogue ... I asked for any information orupdates tocome to ... (XXX) Boston Center ...(XXX) Well, at least while he's in BostonCenter ... So, I suppose ... if he slayssouthbound ... now if he turns back towardLogan... (XXX).Do we have a way to pull him up on the ASD

I got 'cm over on ...Pull him up on mine.

Okay. Hey Craig.Yes.They think they might have a fatality on the flight. One of ourpassengers, possibly on 9B, Levin or Lewin, might have beenfatally stabbedOkay. W as this before the other flight attendants or is thissomething new?This is, I mean I've been asking. I was just asking about howfirst class passengers...

8

CRAIG MARQUIS:

NYDIA GONZALEZ:

** Private andConfidential - Do Not Copy orDisclose. Sensitive Security Informatioa



15/62


16/62


\-T.aO


CRAIG MARQUIS:NYDIA GONZALEZ:NYDIA GONZALEZ:

CRAIG MARQUIS:

NYDIA GONZALEZ:CRAIG MARQUIS:NYDIA GONZALEZ:CRAIG MARQUIS:NYDIA GONZALEZ:CRAIG MARQUIS:CRAIG MARQUIS:

NYDIA GONZALEZ:CRAIG MARQUIS:NYDIA GONZALEZ:

So they've got flicnumber one on oxygen. Okay.And the number five, that was a superficial wound, youwere saying? Okay.

Who's helping diem, is there a doctor on board?Is there a doctor on board Betty that's assisting youguys? You don't have any doctors on board. Okay.So you Ve gotten all the first class passengers out offirst class?

Have they taken everyone out of first class?Yeah, she's just saying that they have. They're in coach.

What's going on honey?? Okay, the aircraft is erratic again. Flying very erratically.

She did say that all the first class passengers have been movedback to coach, so first class the cabin isempty.Okay, give me a direct line for you if you would Nydia in casewe get disconnected.The line we're on is at 460-4187.4187 and that's an ICS?We think so.Nydia, is that an ICS?Yes, it is.Thank you.So, so far we think that Tom AJ Sukami (Satam Al Suqami) in10B.1OB is in the cockpit with the pilots.Okay, and who else?

Betty, we don't have an idea as to who the other personmight be in the cockpit with the pilots.You did mention there was ... you did mention therewas two guys in the cockpit with the pilots correct?

vftt andConfidential - Do Not Copy orDisclose. Sensitive Security Information. 10

AA KEAN COMM 006342


17/62

NYDIA GONZALEZ TOCRAIG MARQUIS (Part 1)

M I K E MULCAHY:CRAJG MARQUIS:M I K E MULCAHY:

CRAIG MARQUIS:N YD I A GONZA LEZ:

CRAIG M ARQUIS:NYDIA GO NZALEZ:

\*IO CRAIG MARQUIS :


CRAIG M ARQUIS:

NYDIA GONZALEZ:

N Y D I A GONZALEZ:

CRAIG MARQUIS:

Okay. Do we know who the second passenger mightbe ?W here's this thing going?

LABoston to LA.I'm gonna call (XXX) code share.We're gonna lock out the flight.R ay is doing that right now. (XXX).

What's going on Betty? Relax, honey. Betty. Betty.Okay, just take it easy.

Seems like the aircraft is descending quite & bit right nosv.Okay, I hav e it on the radar here.

Okay, they have yo u guys on the radar okay. They 'remonitoring it.Is he descending?We don't know.The transponder is off so we have no activeread on him.Okay.

No Belly. No announcements have been made over theloudspeakers from either the, okay, they don't know ...

Th e flight attendant on board seems to think itsdescending.Betty yo u 're gonna be okay.Is it still descending?

Ca n you contact the cockpit?You still ihere? Okay? Relax kun.Relax, yo u 'U be okay.

N o. She's still in the back. With two guys inthe cockpit. The plane is being flownerratically.** Private and Confidential - Do NotCopy orDisclose. Sensitive Security Infonnotion. 11

AA KEANCOMM 006343


18/62

NYD1A GONZALEZ TO CRAIG M ARQUIS (Part 1)NYD1A GONZALEZ:

[ V. CRAIG MARQUIS:NYDIA GONZALEZ:CRAIG MARQUIS:NYDIA GONZALEZ:

CRAIG MARQUIS:(UNKNOWN):CRAIG MARQUIS:NYDIA GONZALEZ:

CRAIG MARQUIS:

(UNKNOWN):CRAIG MARQUIS:(UNKNOWN):

'60 CRAIG MARQUIS:

NYDFA GONZALEZ:

NYDIA GONZALEZ:2P:\ ( CRAIG MARQUIS:

Has it stabilized yet?Has th e plane stabilized?What's going on Betty? Talk to me.

Is that locked out?Have they m ade contac t with the pilots yet Craig?No, they have not. ATCcan't get through either.

So they haven't made any announcements. Not even tothe passengers. No one,Where's Halleck?Who?BillHalleck. (XXX)

I mean as fa r as far as the ... Okay. But as far as ...Tw o guys that are in the cockpit with th e pilot.

Yeah it definitely is . Tell ATC to hand le th isas an emergency.... they have in there it's been hijacked.It is.Okay.They don ' t know wha t his al t i tude is ... theythink he 's descending.They think he's headed toward Kennedy.. .they're moving everybody out of the way...The lightattendant... I'm alking to he flightattendant in the back of the plane and she saysth e plane is descending.

They 're ... they 're trying to make contact -with them.No t yet, as ar as I know.Wh at ' s go ing on on your end Craig?W e contac ted air traffic control , they are gonna hand le this a s aconfirmed hijacking. So they're moving all the traffic ou t o fthis aircraft 's way.

' Private and Confidential - Do Kot Copy orDisclose, Sensi tive Securi ty Information. 12

AA KEAN COMM 006344


19/62


NYDIA GONZALEZ: Okay.CRAIG MARQUIS: He turned his transponder off, so we don't have a definitivealtitude for him. We're just going by ... They seem to thinkthat they have him on a primary radar. They seem to think that

nc 'sdescending.

1 Private and Confidential - Do Not Copy or Disclose. Sensitive Security Information. 13

AA KEAN COM M 006345


20/62

3NYDIA GONZALEZ TO CRAIG MARQUIS (Part 2)

-.00



CRAIGMARQUIS:


An y other indication who the second person is?H ey Betty? Have you been able to try to find out whothe other person th e other passenger might be up in

first class in the cockpit?

W e know, we've got 10B, Tom Al Zukami (Salam AlSuqami).Hey Peggy? Come on up here please.

Okay, Okay, they think they sprayed mace or somethingin the air? Yeah.

Yeah you better send a SOCKS.(XXX) 334 ... it's Boston to LA, confirmedhijacking. On Flight 11, I'm sony. It's 334,Peggy, currently you're you have a transponderturned off . There is someone in the cockpitbecause the pilot is clicking his mike and theATC is a picking up ah ... arguing going on inthe cockpit.

Do we know who are the people in the cockpit? Okay.(To Peggy Houcte) The number three flight^attendant I have on the phone. She calledRaleigh Reservations (XXX) He turned off histransponder. They have him on primary radarand they see him descending.

NYDIA GONZALEZ:

CRAIG MARQUIS:

CRAIGMARQUIS:


NYDIA GONZALEZ:** Private and Confidential -

Based on the passenger list that we havefor first class.She said thepassengers are now in coach ( X X X ) .

Descending yeah. Could you run me a model?He is currently 66,000 pounds of gas back fromtiie time I got the call. Just give me some sortof endurance for 25,000 feet if you wouldYeah.

Okay, Nydia?Yes dear, I'm here.Okay, I have the dispatcher currently taking the current fuel onboard.Uh, huh.

Do Not Copy orDisclose. Sensitive Security Information. 1

AA KEAN COMM 006346


21/62

NYDIA GONZALEZTOCRAIG MARQUIS (Part 2)

CRAIG MARQUIS:N Y D I A GONZALEZ:CRAIG MARQUIS:

NYDIA GONZALEZ:CRAIG MARQUIS:N Y D I A GONZALEZ:

31-00

3"3-. i

N Y D I A GONZALEZ:CRAIG MARQUIS:


N Y D I A GONZALEZ:CRAIG MARQUIS:N Y D I A GONZALEZ:CRAIG MARQUIS:NYDIA GONZALEZ:CRAIG MARQUIS:

An d we're gonna run some profiles...Okay.To sec exactly what his endurance is.Okay.Did she...She doesn't have any idea who the other passenger might be infirst. Apparently they might have spread something so it's ...they're having a hard time breathing or getting in that area.

~ ^ f What's going o n Belly?Betty talk to m e.Betty are you there?/Betty?Winston, do yo u think we lost her?Okay, so we'II like .. . we'// stay open.

We, I think we might have lost her.Okay.

v7 (To Ray Howland) Who does? Okay, cause Ilost this one. Yeah.1

I think welost herCraig.Okay. I think I have another one through Boston FlightService.Okay.T f in fact she calls back ...U h huh.Yo u call m e back, Nydia,Okay.I don't want this spread all over.

1 See Tab 12 for a transcript of Ray Rowland's telephone conversation with Nancy Wyatt (BOS FlightServices).** Private andConfidential - Do NotCopy or Disclose. SensitiveSecurity Information.

AA KEAN COMM 006347


22/62

N Y D I A G O N Z A L E Z TO C R A IG M A R Q U IS (Part 2)

NYDIA GONZALEZ:CRAIGMARQUIS:

Right. IV e already made that indication to our people here.Okay. Try ... try to make sure that it's followed through on,okay?

NYDIA GONZALEZ:CRAJG MARQUIS:NYDIA GONZALEZ:

CRAIG MARQUIS:

Okay.And I'll be back in touch with you.Okay. I'm gonna stay on the line with my agent just in case weget the line back and III call you back (XXX).Okay.Thank you.(End OfCall)

' Private andConfidential - Do NotCopy orDisclose. Sensitive Security Infonnation.

AA KEAN COMM 006348


23/62

CRAIG MARQUIS TO PEGGY BOUCK

0 - M i

PEGGY HOUCK:CRAIG MA RQUIS:PEGGY HOUCK:CRAIG MARQUIS:PEGGY HOUCK:CRAIG MARQUIS:PEGGY HOUCK:CRAIG MARQUIS:PEGGY HOUCK:CRAIG MARQUIS:

PEGGY HOUCK:CRAIG MARQUIS:

PEGGY HOUCK:CRAIG MARQUIS:PEGGY HOUCK:CRAIG MARQUIS:

PEGGY HOUCK:CRAIG MARQUIS:PEGGY HOUCK;

Good morning. Dispatch 23, this is Peggy.Hey Peggy, Craig Marquis.Yes, C raig Marquis.How are you?I'm fine. How are you?Good. Hey, I have an interesting call. Flight 11 ...Mmhmm.... from Boston to LA.Mm htnm.The number three flight attendant on board, by the name ofBetty Ong, has contacted Raleigh Reservations and says thatthere's a passenger on board that's stabbing this flight attendant

What?... andshe's trying to get hold of the cockpit crew and she can'tget through and the cockpit cabin door is closed.Could you SELCAL1 this captain?Yeah.An d confirm thai everything's okay.Yean.And don't spread this around. This is between you and meright now. Okay?Okay.Thank you.A huh.

1 "SELCAL" stands for Selective Catling. It's a technique that allows a ground radio operator to alert anaircrew that the operator wishes to communicate with the aircraft** Private and Confidential - Do NotCopy or Disclose. Sensitive Security Information.

AA KEAN COMM 006349


24/62

sPEGGY HOUCK TO SAN FRANCISCO ARINC

RECORDING:

SPARING:PEGGY HOUCK:

SFARINC:PEGGY HOUCK-.SFARINC:PEGGY HOUCK:

SFARINC:PEOGYHOUCK:

, SFARINC:PEGGY HOUCK:SFARINC:PEGGY HOUCK:SFARINC:

PEGGY HOUCK:SFARINC:

(Phone dialing)

This telephone line is being recorded for quality assurance andtraining purposes.San Francisco ARINC.Good morning,I'm calling from American Airlines dispatch inDallas...M m h m m .... and t need to get a hold of one of my flights please.Ah ha. Lost him, huh?Well, I'm not sure.] hope not!Okay, who is this?It's American Flight 11. Hejusi took of f out of Boston and heshouldjust be around... let me see what this waypoint is.I can never remember the names.Hancock.An d he's headed towards where?I'm sorry, say again?What's his destination?Ah , he's going 10 Lo s Angeles.Lo s Angeles.And his SELCAL?1Is Bravo Golf Alpha Delta Delta.Okay.

1 "SELCAL" stands T o r Selective Calling. It's a technique that allows a ground radio operator o alert anaircrew that the operator wishes to communicate with the aircraft.** Private n d Confidential - Do Not Copy or Disclose. Sensitive Security Information.

AA KEAN COMM 006350


25/62

PE GGY HOUCK TO SA N FRANCISCO ARINC

V"2- P E G G Y H O U C K :SPARING:

PEGGY H O U CK :S F A RI N C:P EG G Y HOUCK:SFARINC:PEGGY HOUCK:SPARING:PEGGY HOUCK:

SFARINC:

PEGGY H O U CK :S F A R I N C :PEGGY H O U CK :

^D SFARINC:

Is he ACA Rs equipped?Yes he is , but, he's not responding to my ACARs.Okay. I ' l l try that then SELCAL him and (XXX)2 th e center.And wh at sector are you your desk?I'm on... it's|_ JI mean what dispatch are you? 15? 20?Oh, you just want lo know that. 23 .23, yeah.Oh, okay you ...(XXX)That way wejust put AAA ...um ...AAL 23 in then.Oh really, (XXX) ... that's good. 1 wondered how you guysdid that.Aren't you guys clever.Okay. I ' l l go look fo r American ) 1 and we'l l call you rightback.Thank you very m uch sir.Okay.Bye, bye.Bye.

"9/11Working-levelEmployee

2 " X X X " designatesun in t e l l i g ib l e w o r d s orphrases.** Privateand Conf iden t i a l - Do NotCopy or Disclose. SensitiveSecurity In fo rma t io n .

AA KEAN COMM 006351


26/62

SAN FRANCISCO ARINC TO PEGGY HOUCK

SPARING:

S P A RI N G :

Q:\:

S P AR ING:

O - - H H [S P AR ING:

- 5" I P E GGY H O U CK :J-

P EG G Y H O U C K :I 1P EG G Y H O U C K :S P A RI N G :

' 1

A me r i c a n Dispatch Desk 23. Go ahead.Y e a h, th is is San Francisco ARINC .Yeah.Y ou called here looking for Am er i can 1 1.

O k ay . He'sn ot answering SELCAL. W e called th e BostonC e n t e r They had the f l ight, bui, the y could ... they said theyha d no tap to relay a message to a flight,O h real ly. Y eah . H an g on j us t a tnjnute .We've got another dispatcher working on this flight 4bo. Juston e second. ............Okay.(dialing)(ringing)Are you still there?Y e a h . . . . . . . . ."""" . . . . __...,.---""""Qkay. 'Hang on she's going t>aek to her desk. / So youSELCAL'd a hd (XXX). /y(R ing) . , - - " " "Fort Worth I>ispatch. /:/'Hey Peggy, it's i I \t SanF r a n ci sc o A R I NC on the l inehere. Reference 11 .Oh, do they have him ?N o. /N o. N o they don't Okay.No. 1 ... we SELCAL'd them a n d s en t ACAR s a n d we calleddie Boston center.Y e a h.

V nWorkuig-levelEmployee

p r i va te andC o nf id e n t ia l - DoN o t Co p y orDisclose. Sensitive Security Inf orm a t ion.

AA KEAN COMM 006352


27/62

SAN FRANCISCO A RINC TO PEGGY HOCCK

U22.

SPARING:PEGGY HOUCK :SFARINC:

PEGGY HOUCK:

SFARINC:PEGGY HOUCK:

SFARINC:

An d they have die flight.Yeah.But, then I asked them if they could relay a message and theysay they couldn't at this time.Yeah. Okay. Well thank you San Francisco ARJNC. 1appreciate your help.Want us to keep on try ing or...Yeah. If we can. Yeah, if we can keep on trying that would begood.Okay. I'll advise the operators to keep on trying.


AA KEANCOMM 005353


28/62

RAY H O W L A N D TO SO C RE JOE B E R T A P E L L E

RAYROWLAND:

RAYHOWLAND:

RAY HOWLAND:

(Phone dialing and ringing)

Alright, just a second.Systemcontrol.Hey, | Mt'i Ray,: Could youask JoeBert to comedownstavre tight away? ::: ::::::::::::::::::::::::":"::::::::;

Thanksu.bye.--Byc.

** PrivHtc and Confidential Do No i Copy or Disclose. Sensitive Security Information.

"'9/11Working-levelEmployee

AA KEAN COMM 006354


29/62

"toRAY HOWLAND

RAY ROWLAND:

IRAY ROWLAND:

SOC, Ray Rowland.

RAY ROWLAND:

RAY HOWLAND:

RAYHOWLAND:

Good morningsweetheart,[_Hello.Hey,1understandyou're looking for Bert. He's trying to geton the morning call here in a couple minutes. Is itsomethinghe needs to interrupt that or QCXX)?Yeah, yeah it is. He needs logger down here right away.Okay.Thanks.Alright, bye.Bye.

9/11Workiiig-levelEmployee

' Private an d Confidential - Oo N ot Copy or Disclose. Sensitive Security Information.

AA KEAN COMM 006355


30/62

lJOSEPH BERTAPELLE TO RAYHOWLAND

RAY HOWLAND:JOB BERTAPELLE:RAY HOWLAND:

JOE BERTAPELLE:RAY HOWLAND:JOE BERTAPELLE:RAY HOWLAND:

JOE BERTAPELLC:RAY HOWLAND:JOE BERTAPELLE:RAY HOWLAND:

SOC, Ray Howlaud.What'shappening?We got a situation with one of the flights. We need you tocome downstairs.You need me physically down there?Yeah.Okay.Yeah, it's a ... like somebody being stabbed on board one ofthe airplanes in flight right now.Jesus Christ.Yeah.Goodbye.Bye.

** Private andConfidential - Do NotCopy or Disclose. Sensitive Security rnfonnation.



31/62

1 IffiOSno R A Y H O W L A N D

FEMALE:I IRAY H O W L A N D :FEMALE VOICE:L JR AY HOWLAND:

RAY HOWLAND:

RAY HOWLAND:

RA Y HOWLAND:LRA Y HOWLAND:L

RA Y HOWLAND;

HOWLAND:

... call from the cockpit. I'm sorry from the flight.Okay, I'm sorry. Who was this, again?

I im Boston .Hi! I this is Kay v^ :: :.Yeah, he's the sector"manager. He's gonna take o vw this call.H Q w a r e y a ?I'm alright, how you doing?Good. Give m e one secondWhat'sthat? ,

.. Y a know I put down th e wrong number. Okay, let mecall you right back. ,I'm sorry. I just wanted to give the right flight number to ...I got a call from flight service,They said flight twelve ... they said it might have beenhijacked. They got* flight ... they got a call from a flight

, attendant,Flight Service gotjitall?Yeah/From the plane. And I'm actually on the other line withthem now I just wanted to m ake sure I got the right t r ip num ber.No . It's not twelv e it's eleven .It's eleven. Okay.Yup. We don't want this getting outOkay.Alright. This is... we're aware of the situation. We're dealingwith it right now.Okay.So , le i us deal with it We don't wa nt anything getting out rightnow.


** Private andConfidential - Do Not Copy orDisclose. Sensitive Security Information. 1

AA KEAN COMM 006357


32/62

(BQS) T O R A Y H O W L A N D

Nothing said. Okay.

RA Y HOWLAND: Okay. IIII""""-""";; !! /nI I That's f ine. '.. Working-level^^ ^J ' . - ' " " - 1.....-" ...-- EmployeeRA Y HOWLAND: Thanks,

Okay.RA Y HOWLAND: Bye

I I Bye

' Private and Confidential - Oo Not C opy or Disclose. Sensitive Security Information.

AA KEAN COMM 006358


33/62

l \ \

RAY HOWLAND:

RAY ROWLAND:

RAY HOWLAND:

RA Y HOWLAND:1 1RAY HOW LA ND:

lo get in touch w

Right.Flight 11 .

..... - R i g h t .

RA Y HOWLAND:

CDRAY HOWLAND:

RA Y HOWLAND:

RAY HOWLAND:

Call the M Q D back again.

This is Ray.Hey, Ray. This ij |in Boston. How ya doin?Okay. ""---.,^ " ' " . , . . ' ' ' - , ,1 just a call iron?; a Flight Service manager.,.Yeah?...who had a flight attendant on the phone and they'll unable

hecockpit , \ , .'9/11Working-levelEmployee

RA Y HOWLAND:

An d they have tw o flight attendants w ho are stabbed and one iso n 0> . . . " . . - ' ' _ . . - ' 'Okay. Yean, we're aware of it cause they called Raleigh Res.and we're ...we're w orking on the situation right now.Okay.,You'rejust notifying us. Is th at . . .I just found .. . I just found ou t about it .Okay. I appreciate thecall.Okay.Thank you.Bye, bye.Bye.

' Private and Confiden tial Do Not Copy or Disclose. Sensitive Security Information.

AA KEAN COMM006359


34/62

NANCY WY ATT (BOS FLIGHT SERVICE) TO RAY ROWLAND

poo

SOC, Ray Howland.R a y Howland, Nancy Wyatt, Boston Flight Service.Yes.Okay. We've go t the flight attendants on the line here.Yo u do h a v e them on the line?On the plane, yeah.Can you conference them in w i t h us?[ have no idea how to do that. If you can help m e out . Hold th e... he ' s getting some information here.

Boston Flight.. I amgonna read bis notes for y o u . It looks like he's M idd l e

Eastern. Speaks no Eng l i sh . He w a s i n JOB. Ten, Baker.Right9 D and G speaks no. . . speaks no English.The plane i s in a rapid decent . . .Is thecockpit st i l l ...Hold on...Yeah. Okay. The flight a t tendants are concerned. T he y don ' tknow w h a t ' s g o i n g on i n t he cockp i t . Are you in contact wi tht h e m?No we're not . That's ... we're t ry ing to get in contact w i t h th ecockp i t .Okay .We d o n ' t rea l ly wan t to tell h er t ha t .Okay . Don't. O k a y , o k a y . Go t it .Okay, they're ... we're not sure ... oka y , it looks like there issevere bleeding.

1 Private an d Conf iden t ia l Do Not C o p y o r Disclose. Sensitive Security Informat ion.

RAY HOWLAND:

NANCYWYATT:

RAYHOWLAND:

NANCY WYATT:RAY HOWLAND:


NANCY WYATT:

RAY HOWLAND:NANCY WYATT:

RAYHOWLAND:

NANCYWYATT:

RAY HOWLAND:

NANCYWYATT:

RAY HOWLAND:

N A N C Y WY A T T :RA Y HOWLAND:N A N C Y WYATT:

AA KEANCOMM 006360


35/62

NANCY WYATT (BOS FLIGHT SERVICE) TO RAY ROWLAND

,00

MICHAEL W O O D W A R D :

NANCY WYATT:R AY H O W L AND:NANCY WYATT:RAY HOWL AND:NANCY WYATT:R AY HOWLAND:NANCY WYATT:

R AY H O W L A N D :NANCY WYATT:RAY HOWLAND:NANCY WYATT:R AY HOWL AND:

NANCY WYATT:

Q,13O RAY OWLAND:

NANCYWYATT:RAYHOWLAND:

That he's keeping them ... keeping her cm th e line. There issevere bleeding. There is a slashed throat.Michael is that severe ...is that slashed throat a flightattendant?

No, a passenger. Karen Martin's been stabbed. Th efirst on your ist. An d this is a business class passengerwhose throat .. .

Okay tw o flight attendants have been stabbed.Which two? D o you know?Pardon?W hich two?

Can I have an NS. Let me get an NS here.I've got the NS.Okay. Barbara Orestegui and Karen Martin who have beenstabbed.The number one and the number five.Yeah, I don't have an NS u p here.I go t it I got itOkay.

Now, a passenger is also injured?There is a passenger also injured there still.We've got the Betty O ng th e purser on the line. It lookslike he's go t things written here. Th at the two flight attendantsare okay.

H ey Peggy, have you gotten in touch with th eflightyet?

Is she staying? Tell he r to stay on the line.Yeah, I would like for her to stay on the line. And if there is

** Private andConfidential - Do Not Copy or Disclose. Sensitive Security In format ion .

AAKEAN COMM 006361


36/62

NANCY WYATT (BOS FLIGHT SERVICE) TO RAY ROWLAND

NANCY WYATT:

RAY HOWLAND;NANCY WYATT:

RAY HO WLA N D:NANCY WYATT:RAY HOWLAND:NANCY WYATT:RAY HOWLAND:

NANCY WYATT:

3'1M RAY H O W L A N D :UNKNOWN FEMALEVOICE FROM SOC.RAY HO WLA N D:RAY HOWLAND:

NANCY WYATT:RAY R OWLAND-.NANCY WYATT:

any way to - if yo u have to hang up with me to do it, 1 wouldlike to have her conferenced in or transferred to us.Okay, Does anybody know ... Hold on one second.Does anybody know how to conference them Into SO Con this phone?

Okay. We 've got somebody that thinks they'll figure it outYou're atf~ JYes.Okay.Ray, do we know w here that plane is going to right now?Is itheaded back here?We don't know.Okay.Actually, it looks like its going to JFK.

Looks like Its going to Kennedy.W e ... I mean, we don't really want to give a whole lot ofinformation to that flight. Okay?Okay, we're not We're not giving them that information tothat flight.

The flight attendant is on the phone withBoston Flight Service.O h. we're talking to the flight attendantthrough Raleigh Res.O h, okay.

Okay. Evidently, we do have the flight attendant on the phonewith us .Okay. They do have the flight attendant on the line with them.Oh wait a minute you have thepurser? On the phone?

J s that Betty Ong?Okay.

* Private and Confidential - Do NotCopy orDiscbse. Sensitive Security Information. 3

9/11Working-levelEmployee

AA KEANCOMM006362


37/62

A"

NANCY WYATT (BOS FLIGHT SERVICE) TO RAYROWLAND

M'.

MICHAEL WOODWARD: No I'm talking to Amy Sweeney.RAYHOWLAND: Which one do you have?

Yo u're talking to Betty Ong, who is the purser.We've got...

Karen Martin.

NANCY WYATT:

U NK NO W N BO SEMPLOYEE:NANCY WYATT;

RA Y ROWLAND:NANCY WYATT:RA Y HOWLAND:NANCY WYATT:MICHAEL WOODWARD:RA Y HOWLAND:

NANCY WYATT:N A N C Y W Y A TT:RA Y HOWLAND:

NANCY WYATT:

RA Y HOWLAND:NANCY WYATT:

MICHAEL WOODWARD:

Oh I'm sorry. I haven't seen the (XXX)... Karen Martin is thepurser.Betty Ong is a purser. She is the one you're probably speakingto.RightOkay.Who do you have on the phone?We have.. . we have Amy on the phone?

What's that?Boston Flight Service has another one of the flightattendants on thephone too. Boston Flight Service.

Amy?Okay.

You lost it?Yeah. Okay, we lost the other one so T really need to get on thephone with her.Okay. Something's wrong. Amy's ... Amy Sweeney is on thephone.Amy Sweeney.Yeah, she's the number nine. And he's having trouble talkingto her right now .

Amy?'* Private and Confidential - Do Not Copy or Disclose. Sensitive Security Information.

AA KEAN COMM 006363


38/62

N A N C Y WYATT (BOS FLIGHT SERVICE) TO RAY ROWLAND

RAY ROWLAND:


RA Y HOWLAND:NANCY WYATT:

_ !.----?RAY HOWLAND:M I CHA EL WOODWARD:NANCY WYATT:

MICHAEL WOODWARD:

N A N CY WYATT:M I CHA EL WOODWARD:NANCY WYATT:RAY HOWLAND:NANCY WYATT:

RAY HOWLAND:NANCY WYATT:RAY HOWLAND:

NANCY WYATT:

Amy?These are the two that are injured.O ne an d Jive?O ne and five.

She started screaming and saying something's wrong and nowhe's having trouble.Okay.No w he thinks be might be disconnected. Okay, we just lostconnection.Lost the connection?

Yeah.She started screaming that there's something wrongwith th e airplane.

Something's wrong with th e airplane?Yeah, in other words sh e said something's wrong.They're not flying the airplane. They 're not flying theairplane.They 're not in the cockpit?N o they're in coach.

Okay, they're in the back of the plane.They're in the back of the airplane?Yeah. They're in the back of the airplane. They're not...Oh, the hijackers are in the cockpit Holy!Oh no.Okay. They're in the cockpit.

Hey, Craig. Craig, they're saying th ehijackers, they are in the cockpit.Listen. Let's just see when the next f l ight to Kennedy

' Private and Confidential - Do Not Copy orDisclose. Sensitive Security Information.

AA KEAN COMM 006364


39/62

N A N C Y WYATT (BOS FLIGHT SERVICE) TO RAY ROWLAND

RAY HOWL AND:NANCY WYATT:RAY HOWLAND:

NANCY WYATT:RAY HOWLAND:NANCY WYATT:

RAYHOWLAND:N A N C Y WYATT.RA Y HOWLAND;NANCY WYATT:


RA Y HOWLAND:

"/.' DO NANCY WYATT:RAY HOWLAND:** Private and Confidential

is . just in case they're going to Kennedy, so we can beready.

I'mgonna put you on hold forjust a second. Okay?Alrigh t . I'll... I won't hangup.Thanks.Okay, I'm back.

P Or should wedo that from here?o you pagc|_W e'll do that We're taking care of that

And we ' 1 1 page you got \guys have lo ...

_....,-;;:::::!'9/11, . ' ' Working-level

ni EmployeeOkay, you 1 -

Evelyn, don't mention this to anyone. M e, you. Bethjust th e five of us. Okay?

Yup. Absolutely.R a y ... has the flight departmentbeen advised'.'Y e p .Okay.That Captain is married to one of our f l ight attendants.I understand.JustanFYI.Let's see. What else should we should we be doing here?We've got the Command Center activated so we're taking careof that.If you've lost contact with the flight we do have some displaysthai show where the flight is so you know. We're taking careof that.But , you have lost contact now?Yes.Alright.

Do Not Copy or Disclose. Sensitive Security Information. g

AA KEANCOMM 006365


40/62

NANCY WY ATT (BOS FLIGHT SERVICE) TO RAY HOWLAND

NANCY W YATT:

RAY HOWLAND:

NANCY WYATT:

RA Y HOWLAND:

NANCY W YATT:RAY HOWLAND:NANCY WYATT:

We looked ... does it look like that aircraft is going toKennedy?It's hard to say. ATC hasn't talked to them. It doesn't looklike, but, he is in the Kennedy area. So ...

Y ou 'I I have to take messages to keep lines open.Okay. Okay, so we don't know where the plane is goingright now. Okay, let's see what else.

I 'l l tell you what, unless ... If you've lost them I'm gonna dropoff cause there's some other sniff we need loget going here.Okay.If you hear anything more from them give me a call back andwe'll we'll advise you if weknow what happens.Okay. And what do you want us to do as far asjust keeping our' mouths shut andnot...

f\00


RAY H O WL AND :


NANCY WYATT:- \P RAYHOWLAND:

That's basically it.And you'll call us. Can you call us? What's that emergencyline is it 61?5361.It's your emergency line?

Okay, transponder is o f f so that's no t gonna be

Okay. Craig Marquis.Craig. This is Bosto n Flight Service.

5361 is our emergency line and we'll...Can you go right now please.

5361.Yeah.Okay, thanks.

** Private and Confidential Do Not Copy or Disclose. Sensitive Security Information.

AA KEAN COMM 006366


41/62


42/62

I (LGA) TO RAY HOWLAND

RAY HOWLAND:

RAY HOWL AND:

RAY HOWLAND:

RA Y HOWL AND:

RAY HOWLAND:

SOC, Ray Howtand .Yeah, Ray. This i iYeah,

[ a t La Guardia ramp control.

Are you our domes t ic man today?...Yes I am. '--.... ' " ' . . . "\"'\, j us t to give you a heads up .. .

I 'm hot sure what ' s going o n , but, th e World Trade; Centerbuilding as we looked out the window and we ca n kind of seethem in d ie distance - and wenoticed the r ight W^0rldTrjta>:Center had had a . . . i t has a big plume o f smoke and th e newsreports that we're gett ing now i s that i t was s t ruck by...an."::";''aircraft . " _ . . - ; ; : - Holy shitThey have a guy . .. we don ' t have anything miss ing in act ion .I mean it s clear as a bell bu t t hey ' r e . . .

H o n e y did he say . . . he's saying he saw . . .Well they're"!'., you know how the news i s Ray. But, they ' rereporting an eyewitness -- that an airplane struck iL I t 's th etoSra on the r ight as w e look at it.OkayJ 1 Hang o n jus t a second.Okay?Sure. Sure.

(News reports in the background: . . . W e are looking atthe World Trade Center as we speak. I mean this iswhat appears to be som ething falling o ff of the buildingthey 'r e looking at...)Honey that eyewitness said he saw a p lane hit it right?Did he say what kind?(News reports in the background: XXX...lets re-iterate w h a t -would appear to be ...only an eyewitness an donly what we 're showing you on our l ive sky cam atthis moment but . there does appear to be a p lane ofsome sort that has crashed into the World TradeCenter.)



AA KEAN COMM 006368


43/62

](LGA)TORAYHOWLAND

RA Y HOW LA ND: Hey.|_

RA Y H O W L A N D :1-35" [

RA Y HOWLAND:

R A Y H O W L A N D :

RA Y HOWLAND:

RA Y HOW LA ND:

RAY HOWLAND:L JRA Y HOWLAND:

Yeah, Ray. \eyo u heard anything else?They have an eyewitness that says he saw a plane strike it atabout the eightieth or hundredth floor.Dp you have any idea ho w ... what... how big an airplane?Nothing at ali. This actually happened like 5 minutes ago Rayan d I'm cal l ing yi. I'll keep you in the loop.NWe're actuallywatching thenews Ray. 1hate to say that's how" we're gettingthe information.. .. .Yeah. " ' """"::->,.\dyou know how that:goethe bi g plume of smoke. ;;::3;i' 9/11

. . . - ' " . . - - y ' Working-level,. 'x-::::: Employee

It's probably not going to affect us.. Imean they're taking of fon four and landing on thirty-one.Yeah, and we got a visual approach that k ind of goes by (here.Okay. I have a couple of other calls going here.1 think ... thanks: I think I have a feeling I know what 'shappened.

Yeah, Okay, Ray. If we get anythin g more definitiv e w e'll callyou or vict'ii-versa. Okay.We just wanted to give you a heads up.Okay, appreciate it.Take care R a y .Bye now.Bye, bye.

** Private andConfident ial - Do Not Copy or Disclose. Sensitive Security Informat ion.

AA KEAN COMM006369


44/62

I JMOQ TO RA Y HOWLAND

-36

F E M A L E :RA Y HOW L A ND:cuRA Y H O W L A N D :

RAY HOWLAND:

RAY HOWLAND:

"-3^ RAY HOWLAND:

a. . . . . . . . . . . .' .....RAY HOWLAND:

Pretty g o o < A IThis isRay. Can Ihelp you? :Yeah. H ey Ray. this| [m MQC. How ire ya ?Hey,Q :::Hey, you know anything ... you guys heard about this airplanein Manhattan?Yeah.Okay.Is it ours?Well, thatTs what I was calling you to . . .

--"". Yeah, we doo't know. I just ... I was just on the phone withLaG uardia about it too.Okay.Alright, thanks.Thanks.

VnWorking-levelEmployee

** Private and Confidential Do Not Copy or Disclose. Sensitive Security information.

AA KEAN COMM 006370


45/62

,BOS) TO RAY ROWLAND


3-c>o









This is R a y .Hey, Ray. It'sj |ffepn Boston.Yeah.\e.were just watching the news iad I don't know if you sawthat.'.>-,..._ ""-,,. " ' x / xYeah, that a h . . . ...Empire State building.-.....We l l , World Trade Center. Yeah.World Trade.. Dh,..Qkay..Y eah . We d on ' t know if H 's ours or not.Okay. ....---""Okay! . . . . . ' _ , . - " ' 'W e 'r e gcmna go over to the Flight Service Manager's office at73.60 an d ...Okay.... and what.. . I got the manager of Passenger Service and allof Flight Service. I talked to the Flight D epartmen t and she got... Captain Bronson is being notified n o w .Anything else that you need us to do?No, no not yet.Okay.Thanks . Thanks .Okay.


** Private andConfidential - Do Not Copy orDisclose. Sensitive Security Information.

AA KEAN COMM 006371


46/62


47/62

](BOSFLIGHT SERVICE) TORAYROWLAND

RA Y HOWLAND:

RA Y ROWLAND:

RA Y HO WLA N D :I _}RA Y HOWLAND:

LRA Y HOWLAND:

RAY HOWLAND:

RA Y HOWLAND:

RA Y HOWLAND:L

RAY HOWLAND:

RA Y HOWLAND:

RA Y HOWLAND:

7:40 this rnoming?Yeah. It's Flight 11 .Aod.did you block ouUhe crew lists?

'"---.... Not yet T'rh getting ready 16 do that right now.Can youjust tell me -cause I'm right outside the airport in mycar - is it aBoston crew? .Yes it is. 'Ca n you tell me the names?Yes, it is a Boston crew.Doyoumihd?No. I'm justgonna read you down the fast names. Okay.Okay. .,

. MarCIs it a cockpit too?

,.--'"Yeah. _..,-""" _ . . , - " " " /'"/Boston cockpit?Boston cockpit as "well. .

..Okay. ,,Martin.

. Martin. ./Is it B, Betty Martin?

lVnWorking-levelEmployee

NoKA.Okay K. Martin.Okay.Nicosia.

[ Okay.Private and Confidential - Do Not Copy or Disclose. Sensitive Security Infonnation.

AAKEAN COMM 006373


48/62

RAY HOWLAND:

RAY HOWLAND:

RAY HOWLAND:

1{BQS FLIGHT SERVICE)TORAY HOWLAND

Dug.Alright.Snyder. ....Okay.I'm goona put you on hold for just a second please.Sure. Go head.


* Private andConfidential - Do Not Copyor Disclose. Sensitive Security Information.



49/62

nIPORAYROWLAND

RA Y HOWLAND:

RAY ROWLAND:

RA Y ROWLAND:

RA Y HOWLAN D:

RA Y HOWLAND:

RAY HOWLAND:

RA YHOWLAND:

SOC, Ray Howland.Hello?

JRay. How areay, hi. I'm sony, this is [_you?I'm, okay. ,..I've heard that we had ... that ah airplane crashed in theWorldTrade Center in NewYork.Have you ...We've heard reportsof the same thing.Is it ours? ...Wedou'.tknow. ., ' .,"' ...

' Okay. ...,.' ..,-""" .,---" 'We- don't know. ... ,Alright. Well, Fm on mypager. Once you guys find out.Okay.Alright.Thank you.Thanks. Bye.


** Private and Confidential Do Not Copy or Disclose. Sensitive Security Information.

AA KEAN COMM 006375


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BILLHALLECKTO

BILL HALLECK:

SOC BACKGROUND:BILL HALLECK;SOC BACKGROUND:

SOC BACKGROUND:

BILL HALLECK:SOC BACKGROU ND:BILL HALLECK:

}(LASTNAMEUNKNOWN):BILL HALLECK:

BILL HALLECK:

BILL HALLECK:

LBILL HALLECK:L J

BILL HALLECK:

(Dialtone and dialing)(Aside:)}VaA, well as ar as I'm concerned it's an attackon the United States.It is, absolutely.

So.(XXX)

(Diallone and dialing)Well. I 'm going back upstairs, if you can let meJtnow how w e get ( X X X ) . Okay?

(Dialing)What t y p e airplane, 757? , '

(XXX)Okay.

Command Center,!

'''9/11Working-levelEmployee

Hi |Bill Halleck American Airlines in SOC.Hi,B(U. _..,--'" .,Yeah, hey ... we're ... we're gonna have to send a go team upto NewYork,Okay.And we need to get an exception, were ... We want to take a75 7 and all of our people, and put it on there, and fly it up there.Okay. You got a call sign, yet?No t yet, but I just w ant to know w hat we need to do.And wh a t airport are you coming out of?It'll be out of DFW. And.. .Okay. Hold on.

* Private and Confidential - Do Not Copy or Disclose. Sensitive Security Information.

AA KEAN COMM006376


51/62

BILL HALLECK TO

(UNKNOWN MALEVOICE):BILL HALLECK:

(UNKNOWN MALEVOICE):BILL HALLECK:

I IBILL HALLECK:

BILL HALLECK:

L JBILL HALLECK:

BILL HALLECK:

BILL HALLECK:

BILL HALLECK:(UNKNOWN MALEVOICE):BILL HALLECK:

Wanna go into LaGuardia or Kennedy?

Well , they haven't said yet, My guess is probablyKennedy but ...Well hang on one second ( X X X ) .

We'll go ...W e '1 1 probably go anywhere we can get.

Hey Bill, yes, let me have |p|ck you up.I'm wondering if you can get closer, if you can get .closeenough and go by a bus. or something.Well no the ... all of the players on the


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1RTT.I.HALLECKTOl |(Partl) ~"

1 ; " " 9/11within an hour or two 4rive. Working-levelEmployee

| | How long arunway? You talking about abig jet, thenyougonna need a major aiiport

BILLHALLECK: 757 or a 767.One of those tw o airplanes. W e haven t picked one yet .

Private and Confidential - Do NotCopy or Disclose. Sensitive Security Information.

AAKEAN COMM 006379


54/62

BILL HALLECK TOT JAND|_ l(Prt2)

B I L L H A L L E C K :

B I L L I IALLECK:

B I LL HALLECK:

BILL HALLECK:

L JBILL HALLECK:


Okay. Can you just hold on here? Don't hang up .I won't.It might be a few minutes.AlrightCause it'sgotta be coordinated.

"--,... Okay. " " " - , . . _ _ " " - ,A nd I'm ....what I'm gonna sa y isyo u wanna get as close asyo u can to Nev? York ou t o f D E V / with a 757 or a 767.Right. Tr y ttnell them 1 wanna get to >Jew.ybrk first. A nd ifwe can't then . ..First choice is New York. Second choice is closest y p j u can.-Right.

....... " " " ' Okay. ....................Hey American, wjv>*sthis?

....... BfflHalleck.Yeah Bill, this is| ., \Vm. working TCA at th e ,. .


'9/11Working-levelEmployee

B I L L HALLECK:

B I L L H A L L EC K :


BILL H A L L E C K :* * Private an d Confidential

Okay. I just checked an d that is not gonna happen right now.W e were thin king about leaving in a couple hours an d getting upthere later io die afternoon.Okay. Well right now I can't even entertain the idea..Okay. So where can you get me?A h . . .Ca n you get me to Philadelphia?W el l . . .Someplace close.

Do Not Copy or Disclose. Sensitive Security Information. 1

AA KEAN COMM 006380


55/62

BILL HALLECK T T A N D [ 3 (Part2)

BILL HALLECK:

BILL HALLECFC:

BILL HALLECK:

BILL HALLECK:

BILL HALLECK:

BILL HALLECK:

Well, yeah ... I will check and see if there any place close that1can get toya. Its not gonna be New York. And right nownothing is gonna move.Okay, and also we'd like for you to look at the possibility ofgetting us out of Toronto down here. If you can do that. If youcan't, okay, but, we need to get up to New York assoon aspossible with bur Go team.Okay. " ' " " " , . . .An d they'll all just be American Airlines employees. They'reall down here in Dallas, and the flight will be from Dallas toNew York or as close to Ncvv York as you can getus. To Wherewe can catch a train or a bus or something and get in there.Okay,; and like1say, fight now;.. Twill Iceep tfiat in m m d - Iwill keep your request handy,but right now nothing is gonnamove. _ . . . . . .Okay. When can I expect to hear something.frbrn you?You cannot.... 1 mean you know, as 1 get information i will-now we, I have the hotline up so I suggest you sit somebody onthe hotline, but, right nowIhave,,.. I can't even give anestiinaie. _ . , - ' 'You can't give any estimate?

--No-'Okay! Alright,! \.

Bye.Alright, Bye bye.

'9/11Working-levelEmployee

"Private and Confidential - Do NotCopy orDisclose. Sensitive Security Information.

AA KEAN COMM 006381


56/62

BILL HALLEC K TO MALE VOICE 1 AND MALE VOICE 2 (Part 1)

(MALE VOICE 1) :BILL HALLECK:(MALE VOICE1) :BILL HALLECK:(MALE VOICE1):

BILL HALLECK:(MALE VOICE 2):BILL HALLECK ,

(MALE VOICE 2) :BILL HALLECK:

(MALE VOICE 2):

BILL H A L L E CK :(MALE VOICE 2):

BILL HALLECK:(MALE VOICE 2):

BILL HALLECK:(MALE VOJS

BILL HALLECK:

(Dialing and ringing)Boston (XX X).Yes, Bill Halleck, American Airlines, in Dallas atheadquarters.Yes.Calling about our Flight 11 .Okay, I think you need to talk to somebody...Hold on one, would ya?Okay.Yes sir.Yeah, this is Bill Halleck, American Airlines, in the SystemsOperation Command Center in Dallas.Yes sir.Yeah, we're trying to find out the status to what yo u knowabout our Flight 11 .What we know is minimally. I mean, last altitude reportedwas below two-niner-zero.Okay.He was heading West. But right now he's pointed southwestof Albany.Okay.Pointed due South.What we - appears to have happened - we lost frequencywith him.Okay.Then we lost transponder. And then, the SUPE down in thearea said they heard on the frequency -- not the Supe didn'thear - but the controller heard on the frequency a threat in thebackground, but, that's unconfirmed and we're trying to pullthe tape at this time.Okay, an d is anybody talking to him at this time, and do youhave any idea of his intentions?

1 Private andConfidential - Do Not Copy or Disclose. Sensitive Security Information. 1

AA KEAN COMM 006382


57/62

BILL HALLECKTOMALE VOICE1 ANDMALEVOICE 2 (Part 1)

(MALE VOICE 2):

5ifAmerican Airlines.Is anybody talking to 'em?Nobody?

* * Private andConfidential - Do Not Copy or Disclose. Sensitive Security Information.

AA KEAN COMM 006383


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^ lBILL HALLECK TO MALE VOICE 2 (Part 2)

BILL HALLECK:( M A L E VOICE 2):

BILL HALLECK:

(MALE VOICE 2):BILL HALLECK:(MALE VOICE 2):BILL H A L L E C K :(MALE VOICE 2):BILL HALLECK:(MALE VOICE 2) :

BILL H A L L E C K :(MALE VOICE 2):

BILL HALLECK:(MALE VOICE 2):BILL HALLECK:(MALE VOICE 2):

BILL HALLECK:(MALF. VOICE 2):BILL HALLECK:(MALE VOICE 2) :BILL HALLECK:

What the hell happened?O k a y . . .Right now nobody is talking to 'cm presently.Okay. And he's heading southbound, and you said that thecontroller at one time heard a background noise in the cockpit.Yes,Like a...Like a threat Yes sir.Okay. And as far as you k n o w . . ,Hold on, let me get the Super here, ho ld on.Okay.Yeah ... I don't have the supervisor here. He said that in Ibebackground they believe that the, th e con- th e pilot must haveha d the ... frequency keyed.Mmhmm.... and he heard in the background like, yeah return to anairport, or the threat happened, o r I'll kill you, or something tothat effectOkay. Is he squawking any codes?No, no, no transponder, no altitude encoding, D O idea.Okay. I'm tracking hi m on ASD.Yeah so, I mean, we're tracking him with primary only rightnow.With primary only?Yeah.Okay, okay and that's all you have at this time?That is all w e have.Okay, If I need additional information. Y ou w an t me to gothrough the Command Center?


AA KEAN COMM 006384


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2Z -BJLLHALLECKTOL I(FAA COMMAND CENTER HEAD OF CENTRALTRAFFIC FLOW)

BILL HALLECK:

BILL HALLECK:

SO C B A C K G R O U N D :BILL HALLECK:SOC BA CK GROUND:

BILL HALLECK:

BILL HALLECK:

I IBILL HALLECK:

BILL HALLECK:

BILL HALLECK:I I

(Diallonc and dialing)This is a fruitless call here.

(Phone ringing)Would you go up to the desk and see if you can findm y notepad up there somewhere? I think I took it upthere and gave it to 'em.Were you able to get a hold of anybody in central,

TnTtrm tryingtogst.a. hold of somebody up there, f i n < l outwhat die status is of theNew York area.(XXX) They just shut i l down.

(XXX) It's a i l . . .... airports in N ew York are. . .

Kennedy Comm and Center would you stand by please?'-- 'Yeah! ..,

Thanks. . . . . - ' " _ . . . - - " " , , - - " ' " /(XXX)-'"" _ _ . . . - - - " " ..,"" . . . - " '

That's alright

Alrighty, what can I do for ya?Yeah. This is Bill Halleck at American.Hi, Bill.I' m try ing-Hi, I'm trying to determine the status of the N ew York area asfar as ... traffic operating.Okay. W e currently have an all ground stop into the NewYork Center Airspace. They 've declared an ATC04.Obviously you know why.Okay, rightThey're getting ready to talk about it on the next SPO, whichstarting right now as we speak.

r9/HWorking-levelEmployee

** Private andConfidential - Do NotCopy orDisclose. Sensitive Security Information. 1

AA KEAN COMW 006386


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BILL HALLECK TO MALE VOICE 2 (Part 2)

V?

(MALE VOICE 2):BILL HALLECK:(MALE VOICE 2) :BILL HALLECK:

(MALE VOICE 2) :BILL HALLECK:

No, yo u can call here.Okay.Or whatever is easier. This would be more direct.Okay. Alright. I 'l l call through th e Traffic Management Unitcause I have a direct line through that . Traffic ManagementUni t Okay . Thank yo u very m uc h .N o p roblem, bye .

Yeah.

' Private andConfidential - Do Not Copy or Disclose. Sensitive Security Info rmat ion .

AA KEAN COMM 006385


61/62

BILL HALLECK T((FAA COMMAND CENTER HEAD OF CENTRAL TRAFFIC FLOW)

BILL HALLECK:

B FLL HALLECK:

BILL HALLECK:

BILL HALLECK:

BILL HALLECK:

BILL HALLECK:

BILL HALLECK:

BILL HALLECK:

BILL HALLECK:

BILL HALLECK:

They just cancelled it.Okay.

The SPO, so, I guess they'll have more in the 10:15, or if yahhave an SPO that you can have before that...Okay. We migh t convene a special Tclcon so you migh t wantto stand by for an advisory there.Are you ablfrto confirm anything within your airl ine to us?N o, unfortunately. . .H ow aboul, can yo u tejl me if w e know for sure i t wasAmerican 11 that went into the Trade Center?W e think that's who ft was.Okay, ,( !And we ' re missuig another flight also.What f l ight are you missing? . >

..---77';""" .,"""/"'A nd when was th e last time yo u knew fo r sure something fo rabou t him?He was in ... Wait a minute, hang on.

(Announcement in background at SOC): ...Dulles toL.A. and Boston to LA. seems to have been hijackedandihay have been run into the World Trade Center.

Well..thcre's-\t know how he got up there but they think 77 is up therealso.Okay...He's ou t of D ulles.I, okay and...Dulles, L A a n d they both apparently have been h i j a c k e d an d1 1 we're pretty sure is in there and 77 - we were talking tot hem according to Indianapolis center about forty-five minutes


** Privale an d Conf ident ial - DoNot Copy or Disclose. Sensitive Security Information.



62/62

BILL HALLECK TO| J~(FAA COMMAND CEiNTER HEAD OF CENTRAL TRAFFIC FLOW)

BILL HALLECK:

BILL H A L L ECK :

BILL H A L L ECK :

a g o , and in Indie center and 1 don ' t know how he got to-back to the Trade Cen ter. I have no idea, if thathappened.Okay. It may not have. We have another call sign. Of coursewe don't now for sure any of these call signs right now, but, ifwe find out it's your aircraft we'll certainly give you a call.Okay. So you have ... You have two airplanes in the:Tride- 9/11Center. " ' " " " , . . . - - " ' " " , . ' ' ' Working-level

BI LL H A L L ECK :

Yes. _ _ . . . . . .. . . - - - " ,..,---'And you don ' t know wjw either one of them are for sure.Yeah that's true.L f I did I would share it with you.Okay, thanks) [ - "All right, bye Bill.B y e .

Employee

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