Date: 201508
Flight conditions: VMC
Aircraft: B757 Undifferentiated or Other Model
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Cruise
Reporter organization: Air Carrier
Reporter function: Captain; Pilot Not Flying
Reporter qualification: Flight Crew Air Transport Pilot (ATP)
Human factors: Communication Breakdown; Physiological - Other; Distraction
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Other / Unknown
Detector: Person Flight Crew
When detected: In-flight
Contributing factors: Company Policy; Human Factors
Primary problem: Human Factors

Narrative: I as the Captain had a very positive crew briefing with a professional attentive in-flight crew. I couldn't imagine starting off a flight any better. I ask my First officers (FO) what their plans were for meal service and then shared this with both Purser and the galley person so as have a plan and to work out reasonable expectations. The Relief Pilot did not want to eat until after the first break. Both the First Officer and I said 'if you have our snacks or cold breakfast we will take that now so as to unburden you until after the passenger meal service is complete. Unfortunately only the hot meals were aboard so we all agreed that 45 minute after takeoff (ATO) our food would be put in the oven to be eaten at XA:15 ATO. This is my typical communication while finding the right balance and compromise to promote a positive working together atmosphere. Forty-five minutes after takeoff; I called and verified the meals were being heated and he said yes. (XA:30 ATO) about forty-five minutes after the meals being heated I needed to use the rest room and thought this was a good time since the meals should have been ready 15 minutes ago. This would also minimize the cockpit door from being opened and also reduce disturbing the passenger service flow. During this door opening the galley person seemed just a little off and spoke almost too quick to understand and said something about our meals and that he put the wrong ones in but that he had them in now and they needed another seven minutes; I said cool; no worries and the door closed.(XB:15 ATO) Another forty-five minutes goes by and we still have no meals.(XB:45 ATO) I called the galley person and asked about the meals and he said 'we would get them when he was finished with his service' with a firm no-option tone.I immediately called the Purser and informed him the situation and we needed to get our food and was looking for assistance and support from him. It was at this time the Purser stated; 'you need to understand; our procedures; our manual and our training is that the customer comes before the pilot.' I used a firmer voice and said; 'I don't care about the passenger service; we need our food'. Basically his response was sorry that's the way it is! I decided to ACARS Dispatch to get the Duty Manager and an In-Flight supervisor in on the situation. Being refused food and not being contacted or checked in on by the Flight Attendants during the flight (not once) seemed unreasonable; but more importantly it was now deliberate and unsafe. I now realized there was a deliberate 'threat' building here by my very own co-workers and that I needed to address it. I asked to have In-Flight re-assign both the Purser and the Galley person to positions in the aft cabin and to send it over the ACARS. I felt this prudent to defuse the situation and get our food and beverages and that we needed a new Purser and Galley person who understood human physiological needs and 'Safety of Flight' issues. My request was denied by In-Flight operations stating they contractually cannot do that. I sent a message to Dispatch and said ok then I told them I would do it and sent them the details. (XC:00 ATO) Attempting to use 'all resources' to effectively manage this situation; I was going back and forth with dispatch on ACARS for 15 minutes trying to resolve a now serious distraction to the safety of our flight. I am now shocked to find out the Purser actually went on his break and was asleep in spite of my repeated requests for us to have food and knowing this was a major issue. When I called to have the Purser come to the cockpit so I could inform him of the crew position changes I was informed he was on his break and asleep. I am not sure which female Flight Attendant answered the phone but she hesitated when I asked to speak with him; in fact she seemed disturbed that I would call and wake him during his break. At this time I gave a direct order to this Flight Attendant to wake him and have him come to the cockpit with no delay. This was done and the Purser came into the cockpit and I informed him that the company is aware of the situation and that [another Flight Attendant] is now the Purser and that I allowed her to select our new galley person. The original Purser was speechless during my entire briefing as I informed him how both he and the galley person's behavior was appalling; disgusting and unsafe. He didn't respond and was expressionless. It didn't seem to bother him one bit.The Assistant Chief Pilot met the flight and was informed of the situation. He was professional and supportive. A Supervisor for the Flight Attendants then arrived. First Officer from my flight was present. We had a quick introduction and went to the first class cabin where all the Flight Attendants were sitting. Both supervisors were introduced and I went ahead and told them exactly what I thought of their behavior and how it negatively affected the flight. I told both the Purser and the galley person their behavior was disgusting; unprofessional and unsafe. I then repeated to the In-Flight Supervisor what the Purser had said to me: 'you need to understand; our procedures; our manual and our training is that the customer comes before the pilot.' I also explained about the three hours of no food in sight and then asked the supervisor to confirm if the above statement was true and his thoughts.In response; and without hesitation; Inflight Supervisor stated unequivocally: 'That's a true statement.'The Assistant Chief Pilot; did not appear happy with that response from the supervisor and jumped in to explain about 'Captain's Authority.' I was so disturbed by the statement that I informed the [Chief Pilot] was leaving because it was pointless to continue this dialogue. At this moment; I realized this is a much bigger issue.




Synopsis: B-757 Captain described an unsatisfactory working relationship with the Purser and the galley person during an oceanic crossing.