B737-800
Flight Crew Instrument; Flight Crew Air Transport Pilot (ATP); Flight Crew Multiengine
Communication Breakdown; Troubleshooting; Training / Qualification; Situational Awareness
Aircraft Equipment Problem Critical; Deviation / Discrepancy - Procedural MEL / CDL; Deviation / Discrepancy - Procedural FAR; Deviation / Discrepancy - Procedural Maintenance; Deviation / Discrepancy - Procedural Weight And Balance; Deviation / Discrepancy - Procedural Published Material / Policy; Ground Event / Encounter Fuel Issue
Flight Crew Overcame Equipment Problem; General Flight Cancelled / Delayed
Procedure; MEL; Human Factors; Aircraft; Manuals
To start out; this was an embarrassing and inexcusable experience last night. The personnel on the ground (out-station maintenance and fueling) had little to no experience handling this type of MEL. We [were] given an aircraft at an out-station with MEL 28-XX and 2 - MEL 28-XYs (one solely for the center-point gauge for the Center Tank and one for the center-point and flight deck gauge for the #2 (Right) Tank). These three MELs were not the only issues we had to contend with; more [reports] to follow.We began the flight with downloading the paperwork (e.g. release; etc.) to discover the numerous MELs. We began to dive into the very large MELs and alternate fuel procedures. Advanced notification of the MEL would have been extremely helpful. We arrived at the airport and our staff (ground; customer service) appeared to be unaware of the fueling situation. From our investigation; we knew we needed a ME-XX form filled out (for confirmation); and because this was an outstation; I would probably need to assist. No one on the ground knew any of the alternate fueling procedure. From the onset; there was resistance by the fueler and the Maintenance personnel in accomplishing some of the tasks. 'I don't know any of your procedures' was stated many times.Our Maintenance Control and the out station Maintenance personnel insisted that I needed to accomplish all of the paperwork and verification tasks (minus the drop stick). Attention: (Fuel Stick Method). I assisted in (walked them through) EVERY facet of the fueling verification process. To verify my interpretation of the manuals; I contacted Flight Operations. Flight Operations verified the conclusions. I also asked him if I may be overlooking something. He said he didn't see anything and would call me back if he found anything. He didn't call me back. The fuel Supervisor fueled the aircraft and drop sticked the tanks. I discovered he did not use the pitch/roll numbers; plus he used an Airline table. After discovering he didn't have our tables or procedures for us; I found the tables in the Alternate Fueling Manual on my iPad. After using the proper tables; we discovered we were short by 1000 lbs and we added the extra fuel.Meanwhile; we started the paperwork after the fueling process. Maintenance Control and outstation Maintenance were having issues filling out the ME-XX. It took 1 hour; multiple calls; multiple trips to the flight deck; multiple trips to the ramp to find out what was going on and point out what we needed; and multiple attempts to fill-out the ME-XX correctly.After 1 hours and 45 minutes; we were completed; verified; and the FO (First Officer) and I were convinced we had the proper fuel onboard.From the start; both the two (2) fuel personnel (Fueler and Supervisor) and two (2) Maintenance personnel had no idea procedurally and made multiple mistakes fueling the aircraft. As stated above; I had to walk them through the ME-XX form (for the Fuel Stick Method); show them where the Pitch/Roll indications were; and supply them with the charts for fuel quantity indication. This wasn't a simple assistance of the personnel.This was not the only issue we had to contend with. We had a lavatory tank indication MEL and a medical issue. This; in addition to the standard flight crew responsibilities; led to a potential serious medical issue that will be spelled out in the next report.In the description of this; I am sure that I may have missed some detail. Please let me know if you need further explanation. I have serious concerns with the following Issues:Lack of training Poor communication Improper chart usageThe confidence in the final results was sufficient for safety of flight; but over the next six hours; I was vigilant in the verification process of a proper fuel burn and fuel remaining onboard.Training; training; training. This is just an example of complex MELs; that outstations are proving; are unable to be confidently and correctly executed. Communication between Maintenance; Fueler; outstation Maintenance; and pilots was subpar. A fix is necessary.
B737-800 Captain reported communications issues while attempting to fuel the aircraft by alternate means due to multiple fuel quantity MELs on the aircraft. The out station fueling personnel did not have the correct training; manuals or table available to accomplish the fueling tasks.