Flight Crew Air Transport Pilot (ATP)
Communication Breakdown; Situational Awareness; Training / Qualification
Deviation / Discrepancy - Procedural Published Material / Policy
General Release Refused / Aircraft Not Accepted; General Flight Cancelled / Delayed
Human Factors; Weather; Aircraft
I was the Captain on a flight during which we experienced a break down in safety procedures that arguably put us at the last line of defense prior to an aircraft accident. Gate deicing operations were in progress and our aircraft was consequently late to be towed to the gate from a remote pad. It had sat in frozen precipitation conditions overnight. We deiced with passengers on board and at completion the deicer stated they were finished and gave the time at which deicing commenced. No other info was given.I left my seat to notify the agent we ready to depart and on the way back in was told by a flight attendant that there was still 'ice at her exit.' Even though we were in a hurry and I wasn't sure which exit she was referring to; I elected to make an un-required post deicing inspection of the wings. They were covered in ice. There was an anxious passenger seated at the over wing exit who stated he was the one who had notified the flight attendant of the situation. We called to have the aircraft deiced again and I went to the ramp to wait for the deicing crew to return. I located the person identified as the certified deicer. He was not forthcoming and did not give any indication about being concerned with the situation. I had to ask for his name; to which he responded with only his first name. At completion of deicing he again failed to include his name; position; and fluid mixture/type.I have photos available. In my judgment; the aircraft may not have produced sufficient lift for takeoff. This was not a case of refreezing. The fuel temp was +2 and the OAT was +1.
Following deicing of the B737-800 at the gate an alert passenger advised a flight attendant the wing was still covered in ice. The attendant informed the Captain who checked; agreed with the passenger and refused the aircraft until it was de-iced properly.