Date: 201512
Local time of day: 0601-1200
Location: ZDV.ARTCC, US
Flight conditions: Mixed
Light: Daylight
Aircraft: B737-800
Operator: Air Carrier
Operating under: Part 121
Mission: Passenger
Flight phase: Cruise
Airspace: Class A ZDV
ATC / advisory: Center ZDV
Reporter organization: Air Carrier
Reporter function: Captain
Reporter qualification: Flight Crew Air Transport Pilot (ATP)
Human factors: Communication Breakdown
Anomaly: ATC Issue All Types; Deviation / Discrepancy - Procedural Published Material / Policy
Detector: Person Flight Crew
When detected: In-flight
Result: Air Traffic Control Issued New Clearance
Contributing factors: Human Factors; Procedure
Primary problem: Human Factors

Narrative: About halfway [to] DEN; Salt Lake Center asked us what arrival we would like to fly going into Denver. Feeling confused by the request; we said; 'which ever one works for you.' The Controller wasn't sure; and the one he finally suggested was wrong for aircraft landing south at DEN. We asked if that approach would work for a south flow since it appeared to be for a north flow. He told us that he would just let the next guy; 'Denver' sort it out. We both were stunned at the unsureness of this Controller. At the time we were cleared to GWEDO with no further clearance.The Controller switched us to Denver Center as we approached GWEDO. We explained that we were not given an approach (STAR) to fly into DEN after GWEDO and needed one. The Controller ignored the request. About to cross GWEDO; we told the controller; 'Company at GWEDO needing clearance.' Still no quick reply. When the Controller acknowledged us; he gave us a right turn 90 degrees or more. After the turn; and no information about a plan for us; I asked; 'What's the plan for Company.' He responded; 'I'm going to fly you out another five minutes' or something like that. This was concerning due to the lack of communication; but we did it with no further questions.After what seemed like more than five minutes; he gave us a left turn to 180 degrees or more to the north. I asked him what the plan was for us; and added 'I have never been treated by a Controller this way. We have had numerous clearances given then taken back for our approach; and we just would like to know a plan.' The Controller responded; 'Don't block my frequency.' I responded; 'I'm sorry; but I feel alone up here; just asking for a plan.'As you can tell; he took me to a very frustrating point. I don't like to bother Controllers with questions when they are covered up with traffic; but due to our situation; there comes a point when one-way communication from a Controller is unacceptable. He finally told us to fly direct SKARF and the remainder of the KAILE TWO. Soon after; he handed us off to Approach with no comments. We had no further comments or questions; and the next several frequencies were all professional.This Controller needs help when it gets busy; and it was. I feel they need to be reminded that they live in a 'have a plan environment;' and so do we. If they can't answer a simple question; [it] can end up being a big problem for us due to other concerns such as fuel.




Synopsis: B737-800 Captain reported he had some difficulty getting a clearance for arrival into DEN.