Commercial Fixed Wing
Dispatch Dispatcher
Troubleshooting
Deviation / Discrepancy - Procedural Published Material / Policy; Deviation / Discrepancy - Procedural Hazardous Material Violation
Flight Crew Overcame Equipment Problem; General Maintenance Action; General Work Refused
Manuals; Human Factors
At departure time; CA (Captain) was informed of DG (Dangerous Goods) in one of the pits. Crew received no paperwork regarding the DG. [manifest] did not indicate any DG. CA called Dispatch and I called Load Planning. Load Planning said that the package was blood labeled UN3373 and that it did not require pilot notification. CA wanted to see some kind of reference for this. Dispatch then conferenced the DG hotline with CA. DG hotline rep said that it was not fully regulated but was not very clear or confident about it with the crew. Crew then refused the items rather than take further delay. This is the second flight in a couple months that I have had that took delays due to DG that are not 'Not-Fully Regulated Shipping Handling Codes'. Crewmembers are unaware of this type of labeling and hear 'Dangerous Goods' and want paperwork or something that shows them they are acting according to procedure. I talked to the Duty Manager and he was also unaware of any DG that don't require pilot notification. During my research; I spent a long time trying unsuccessfully to find the IATA/ICAO Dangerous Goods Manual that is referenced in [the manual]. Load Planning Supervisor was finally able to point me in the direction of a 'Dangerous Goods Briefing' put out by the safety department. This briefing document talks about Not-Fully Regulated SHC (Shipping Handling Codes) and how they should be handled. I have attached it. It provides the necessary information but would not be easily accessible to crews.
Airline Dispatcher reported flight crew refused to transport Dangerous Goods that did not require flight crew notification. FOM directs flight crew to be provided Hazmat documentation when transporting Dangerous Goods.