Communication Breakdown
Deviation / Discrepancy - Procedural Clearance; Ground Event / Encounter Other / Unknown
Air Traffic Control Issued New Clearance; Flight Crew Requested ATC Assistance / Clarification
Human Factors
Captain was talking with the ground crew. First Officer and Relief Pilot were monitoring Ground. Instructions [were] to push onto Quebec Taxiway. Captain was having issues and a language barrier with the tug driver. As the push started the Captain was explaining the Ground instructions; but it was apparent that the tug driver was not understanding clearly. The First Officer let Ground know of some confusion with the push crew. The Captain asked the push crew to stop the push and attempted to place the brakes on when the First Officer overheard the Captain and realizing that he was setting the brakes; quickly stated that we were still moving. The ground crew in SCEL had a new tug driver and there was an apparent language barrier. They did not understand simple taxi instructions and this resulted in miscommunications.
The cockpit was contacted by Ground Crew and told they were ready to push. The First Officer contacted SCEL Ground Control for push back clearance. Instructions were relayed to the tug driver...brakes released cleared to push tail south onto taxiway 'Q'. The female on the interphone asked me to explain. I repeated brakes released cleared to push tail south onto Taxiway 'Q'! There was a reluctant response of 'ok'. I asked if she understood our clearance. Again she asked me to repeat. I told her we were cleared to push back; and push us behind the B767 on her left. Again I asked if she understood. At that time I should have stopped everything and requested a new tug driver; but I didn't! She did reply this time 'ok'; abeam the gate. We started the push; but the turn onto Taxiway 'Q' never happened. I attempted to get her to understand we were going the wrong direction and onto the wrong taxiway. The First Officer was in constant contact with Ground Control explaining our communication problem with our ground crew. The push back continued onto Taxiway 'G' with our tail west. I tried numerous times to get her to stop the push. There was never much of any acknowledgment again from her. At this time we were blocking 2 aircraft and blocking Taxiway 'S'. SCEL Ground Control was not very happy with us. I did finally get her to stop the push. I told her do not move the airplane anymore as we had 2 planes directly behind us. Hoping we could stop and taxi our way out; I again told her to stop the push. Finally stopped; I told her I was going to park the brakes; when the First Officer yelled out that we were moving. A very alert First Officer helped me; and I can't thank him enough for that. She did eventually stop the push and a new tug driver ran across the ramp and rescued us! Train again and supervise this tug driver. The ground crew in Santiago HAS TO KNOW AND UNDERSTAND our push back procedures; clearances and language. They have to understand the danger of being on the wrong taxiway going the wrong directions with or without planes around! On my part; I should have never let this push back start. Never again will I put my crew; passengers or the ground crew in such a dangerous situation again. I learned as much from this as I hope they did!
B767 flight crew reports difficulties during pushback due to poor comprehension of english by the tug driver at SCEL.