Date: 201503
Local time of day: 0601-1200
Location: PHL.Airport, PA
Flight conditions: VMC
Light: Daylight
Aircraft: B737-700
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Parked
ATC / advisory: Ramp PHL
Reporter organization: Air Carrier
Reporter function: Captain
Reporter qualification: Flight Crew Air Transport Pilot (ATP)
Human factors: Communication Breakdown
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Other / Unknown; Ground Event / Encounter Other / Unknown
Detector: Person Gate Agent / CSR
When detected: Aircraft In Service At Gate
Result: Flight Crew Took Evasive Action
Contributing factors: Human Factors
Primary problem: Human Factors

Narrative: Upon arriving at the gate; the Captain and the First Officer (FO) were informed by the Agent that the aircraft needed to be deiced. Upon the FO's preflight walkaround; he confirmed there was frost on the upper wing surface.  PHL ATIS stated calm winds with a temp of +1c 10sm.The 'A' Flight Attendant informed the FO 'Passengers were complaining they were cold.'  The FO attempted to reach Operations via radio to disconnect the air. Then the FO proceeded down the jetway to disconnect the air and stated he witnessed a Company deice truck commencing deice procedures.The Captain was informed by the Agent that aircraft was being deiced at the gate and the Captain stated that we had not communicated with the Deice Crew or received a Company Flight Crew Deice/Anti-Ice Notification Sheet. After the aircraft deicing was competed; the Captain proceeded to the jetway to inspect the aircraft.  At that time; the Captain was met by the Agent who stated that he saw frost on the wings after the aircraft deicing had been completed.  The Captain could not verify the aircraft was clean. The Captain then requested to the Agent that the Deice Crew to return to re-inspect the aircraft. The Agent brought the loading schedule and the Flight Crew Deice/Anti-Ice Notification Sheet and once again stated there was still frost on the aircraft. Once again the Captain requested to have the Deice Crew return and re-inspect the aircraft for frost. The Captain then asked the FO to re-inspect the aircraft. The FO stated he could not verify the aircraft was clean and requested to the Agent in the jetway to have the Deice Crew return and re-inspect the aircraft for frost. The Agent stated to the FO that he did not understand why the Captain wanted the aircraft re-inspected.  The FO said he tried to explain to the Agent that both the FO and the Captain could not verify that the aircraft was clean of frost and safe to fly and that we were both requesting the Deice Crew to re-inspect the aircraft for frost.A short time later; we had another individual come to the flightdeck and state; 'The aircraft had been deiced and is clean.' As stated on the Flight Crew Deice/ Anti-Ice Notification form; we informed the person that the Agent stated there was frost still on the wing after the aircraft had been deiced.  Both Crew Members could not verify that the aircraft was clean of contaminants.  Also; both Crew Members requested a re-inspection of the aircraft numerous times to the Agent. The Captain requested that person to speak with the Agent with regards to re-inspection.Agent asked what we were going to do. The Captain once again ask the FO if he can verify that the aircraft was clean and the FO said that he could not verify a clean aircraft nor could the Captain. The Captain then stated once again that we were waiting on the Deice Crew to re-inspect the aircraft.  The Agent was annoyed that we were requesting that the aircraft be re-inspected.  At that time; the Agent stated in a loud voice several times to the Captain; 'You are the Captain and need to make a decision on what you're going to do.'  The Captain once again requested the Deice Crew re-inspect the aircraft for frost. Both the Captain and the FO had requested the aircraft be re-inspected for frost for 20 minutes and why was this not complied with. The Ops Supervisor came to the flightdeck stating that we were not getting re-inspected and the Deice Crew was only able to use 40 gallons of fluid to deice at the gate. We were then told we would have to proceed to the PHL deice pad for an inspection and additional deicing if needed.   We then proceeded to the PHL deice pad for inspection and deicing. The PHL Deice Crew confirmed that there was in fact frost on the wings and deiced us a second time.




Synopsis: B737-700 Captain describes a test of wills with the Gate Agent and the deice crew to get his aircraft properly deiced at the gate.