EMB ERJ 145 ER/LR
Flight Crew Air Transport Pilot (ATP)
Training / Qualification; Time Pressure; Human-Machine Interface; Distraction; Workload; Communication Breakdown
Aircraft Equipment Problem Less Severe; Deviation / Discrepancy - Procedural Published Material / Policy
General Flight Cancelled / Delayed
Human Factors; Company Policy; Staffing
The entire Flight Crew was at the gate 45 mins prior to departure; and as the Captain; I introduced myself to the gate agent. The gate agent informed me that there was no dispatch paperwork available and the aircraft was parked remotely off the gate; and that we would have to wait for it to be positioned at the gate by the ramp crew. At 30 mins prior; the plane was finally brought to the gate. Also; the dispatch paperwork was provided at approximately this same time. Upon reaching the aircraft; we found the aircraft was being fueled; and therefore we could not power up the aircraft until the fueling was complete per SOPs. I informed the gate of this minor delay in boarding and told them that we would board as soon as we could power up the aircraft to do our preflight. A few mins later; as fueling was completed I powered up the aircraft and we were beginning our preflight when a second gate agent walked onto the plane and demanded to know why we were not ready to board! I informed this new person of the late aircraft positioning by the ramp and of the fueling delay. As soon as we could board; we did; and all the passengers were on the plane 9-10 mins prior to departure; so we were in good shape to make an on time departure. The gate agent informed the Flight Attendant (FA) that all the passengers were on board so she began her physical passenger count. I continued my preflight duties and was looking through the paperwork when I looked out the window and realized the jet bridge had been pulled away from the aircraft. I then turned around to see the FA helping passengers and finishing her count in the middle of the aircraft. Because this aircraft had a plug door without stairs; I recognized what I believed to be a serious safety issue with the door open and no bridge attached. So I got out of the cockpit and pulled the Main Cabin Door into the closed position to keep anyone from inadvertently falling onto the ramp. I then called OPS and queried them about why the jet bridge had been pulled away from the aircraft without any communication with the flight crew. Their response was that they 'are understaffed' Moments later; a ramp agent came and slammed the handle down from outside the aircraft. I again got out of the cockpit and opened the door to have a discussion with this ramp agent to inform him of my safety concern of him slamming the door handle from the outside; and showed him the inside door handle that could have broke the FA's arm if she had had her hand on it at the same time.The main concern of the ramp agents and gate agents was to get the aircraft out on time; with little regard for the crew or the passengers' safety. About this time the FA asked me if the gate agent had given us a passenger count to confirm with her count. So I had to now contact OPS to ask for the passenger count to confirm with the FA's count because the gate agent pulled the jet bridge before confirming the count as we usually do.As I settled back into my cockpit duties to continue with my paperwork; I reviewed an MEL on the release that required the flight crew to physically check that the baggage door was secured from outside; so I immediately called OPS and requested the jet bridge be brought back to the aircraft to complete this task. This was 5 mins prior to departure; I was told to 'standby'. When OPS responded on the radio about a minute later; I was told that they would not reposition the bridge until I gave them a valid reason; and so I informed them of the MEL procedure that needed to be accomplished. It took another 3 mins for them to move the jet bridge back to the aircraft. When I got into the jet bridge; I was confronted by a male gate agent who appeared to be a Lead; but was not wearing a red coat. He proceeded to tell me that I was 'inconveniencing 46 passengers on the plane!' The ramp supervisor was there too; and I explained to him the MEL and my need to physically confirm the baggage door per the MEL. Heagreed and immediately accommodated me; walking with me down the jet bridge stairs and to the bag door. He was THE ONLY PERSON from the whole ground operation who was willing to help me keep the process moving! Unfortunately; by the time he personally had gotten involved; the safety issues had already been dealt with and we were now a late departure.The station operation team needs to understand that communication with the flight crew prior to removing a jet bridge from an airplane is vital to SAFETY. I don't think it is ever safe to have passengers on board an aircraft without stairs and an unmonitored door! I also think that in the interest of security; the gate agent needs to be in the jet bridge next to the airplane until the passenger count can be verified with the flight crew. Safety and Security ALWAYS needs to be placed above an on time departure! Also; if there is a safety or security concern raised with OPS; the ramp supervisor should immediately make himself available to the flight crew to attempt to resolve the situation.
An EMB-145 Captain narrates a distressing breakdown in teamwork between ground personnel versus flight and cabin crews in a dispute over whether to work together to follow the rules--and regulations--for a safe and legal operation or to just get the jet out of the gate on time.