Date: 201911
Local time of day: 0601-1200
Location: ZZZ.Airport, US
Light: Dawn
Aircraft: B737-700
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Taxi
Reporter organization: Air Carrier
Reporter function: Pilot Flying; Captain
Reporter qualification: Flight Crew Multiengine; Flight Crew Instrument; Flight Crew Air Transport Pilot (ATP)
Human factors: Training / Qualification; Confusion; Communication Breakdown
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy
Detector: Person Flight Crew
When detected: Aircraft In Service At Gate
Result: General None Reported / Taken
Contributing factors: Equipment / Tooling; Human Factors; Weather; Staffing
Primary problem: Human Factors

Narrative: This flight was an early morning originator. After doing the walk around; we noticed that the aircraft accumulated frost during the overnight hours which required deicing the aircraft. I subsequently notified the Operations Agent. After the Operations Agent notified the appropriate people that handle the deicing for this station; I was then notified that there was a problem. I was first told that there was only one person trained to deice; but that person was not current. After talking to this individual; he explained that they required annual currency training; which he had missed this year. He also talked about some contractual thing; which I didn't quite understand; but he didn't want his name on any paperwork since he was not current.  I was also told that the Ground Supervisor was supposed to be trained for deicing; but apparently that was not the case. I reported all this information to Dispatch; who passed the information up the chain. At that point it looked like we were going to have to wait until the sun came up in hopes that the frost would then melt. A few minutes went by; and I went to relay the information that Dispatch and I had discussed to the Ops Agent; when I was suddenly informed that we were now able to deice. I asked the Ops Agent 'What changed? Why can we all of sudden deice?' I never really got a definitive answer.Anyway; the procedure in ZZZ for deicing is to push back from the gate and deice just off the gate; which we did. We sat there for a very long time before we could ever get communications established with the deicing crew. The frequency for deicing is the same as the frequency for the hand-held radio that the Operations Agent carried; which was also Operations. I tried several times to reach somebody/anybody - either the ground deicing crew or the Operations Agent; and I finally got a response from the ground crew. They were having an issue with their deicing truck. I think something was wrong with the nozzle. That went on for several minutes while they were attempting to get it to work. Finally; their solution was to borrow a truck from (another carrier) and use our people to deice; which they did. Then; because they were not using our truck with our radio; they couldn't (and didn't) communicate with me (although they could have relayed to me the frequency the (other carrier) truck did have). They started deicing without any communication from me that the aircraft was configured for deicing. The aircraft was configured for deicing (flaps out and parking brake set) because after pushback; the Ground Personnel cleared me to set the flaps; but at no time was I ever available to communicate this to them. I could see them beginning the deicing process; and I tried multiple times to contact somebody through the one shared frequency to establish communication with them; but I was unable to talk to anybody during the deicing process.After they completed the deicing process; one individual walked to the front side of our aircraft and gave me a thumbs up. I guess to tell me they were done. I opened the cockpit window and received a verbal verification from that person that the aircraft was clean and all equipment was clear; which I was satisfied with. It is apparent to me that this station is not prepared either with working equipment or properly trained people to handle deicing with what I experienced.




Synopsis: B737 Captain reported communication issues with the deicing crew that resulted in a procedural deviation.