B777 Undifferentiated or Other Model
Flight Crew Multiengine; Flight Crew Air Transport Pilot (ATP); Flight Crew Instrument
Flight Crew Total 13925; Flight Crew Type 8807
Time Pressure; Confusion; Situational Awareness; Communication Breakdown
Deviation / Discrepancy - Procedural Published Material / Policy; Deviation / Discrepancy - Procedural Weight And Balance; Ground Event / Encounter Other / Unknown
Flight Crew Returned To Gate; General Flight Cancelled / Delayed
Aircraft; Chart Or Publication; Human Factors; Procedure; Staffing
Taxiing out to XXL for ZZZ LP (Load Planner) was having a hard time reconciling the passenger count. We had to do a manual head count and sent it to LP. After half an hour they wanted another head count. This did not help. Dispatch could not help us. We were on the taxiway X facing west by XXR for almost 3 hours. We received multiple conflicting final weights and T/O Data messages. The data coming over ACARS was not consistent with a verifiable final weight and take off data message. On top of this the trim kept fluctuating. We tried to save the flight by confirming the data with dispatch and LP but could not accomplish this. We were running low on fuel; time and ideas. [The Flight Operations Manager] on SATCOM concurred and we went back to the gate and cancelled. The airplane that was in the software for LP was a different configuration of the B777ER than what we were in. At the gate we were told that all the data that was coming to us was for a different type of B777ER aircraft configuration.
B777 Captain reported difficulty reconciling the passenger count due to flight planning software errors.