Date: 201601
Location: SFO.Airport, CA
Aircraft: Widebody Transport
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Taxi
Reporter organization: Air Carrier
Reporter function: Captain; Ramp
Reporter qualification: Flight Crew Air Transport Pilot (ATP)
Human factors: Confusion; Communication Breakdown; Training / Qualification
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy; Ground Event / Encounter Other / Unknown
Detector: Person Flight Crew
Result: General None Reported / Taken
Contributing factors: Company Policy; Human Factors; Procedure
Primary problem: Procedure

Narrative: Gate parking issue SFO after arriving. Arrived approximately 150 feet short of gate from taxiway; was given stop signal by guide man. Engines remained running. Tug towbar approached and hooked up airplane with no communication from ramp or ground personnel and no prior notification of any irregular ops. We made radio calls multiple times to ramp; Operations; Maintenance as to why they were attempting to tow us in. Tow team would not plug in headset; communicate with us. More calls to ramp via radio to please get a hold of tug crew by radio or in person. Tow crew attempted to pull aircraft with breaks set; no verbal communication or hand signals. Still not plugged in with headset. (Note; hand signals are not approved.) After multiple attempts to have operations/ramp to contact tug crew; they finally plugged in headset.Tow crew had absolutely no idea what they were doing; caused a very dangerous situation; possible aircraft damage. Once communication was established with cockpit they asked if we wanted towed in. I asked why they are attempting a tow in as this is not a tow in gate for this aircraft. Their response was unintelligible and I was asked if I wanted to taxi to the gate. I instructed the crew to remain on headset until tug and towbar were disconnected; he could confirm it; then I will taxi in. I think the Tug disconnected; towbar removed; but ground personnel did not stay plugged in with communication as I instructed.All the people walked away from the aircraft without any confirmation that aircraft was clear of conflicts. First Officer attempted communications by opening side window; motioning to plug in headset. Wing walkers vanished as did person on headset that was communicating with me. We made calls to ops again to get someone plugged back in to confirm aircraft is clear; to provide wing walkers as this is not a precision park gate; multiple hazards are on both sides of aircraft. After this problem was solved I taxied to gate. Guide man further complicated matters by standing under the nose making it virtually impossible to see him for the guidance.Ground crew was dangerous and risked damage to aircraft and personnel. Ground crew appeared to have no knowledge of tow procedures; parking procedures; communication requirements; gate requirements or knowing the difference between [two different types of widebody aircraft.]Request for Ramp Supervisor to meet crew on flight deck was made so we could brief him on the issues. Aircraft maintenance write up was made; to check for possible damage to nose gear from attempted tug operations with brake set.[Lately] it appears that aircraft ground handling is being performed by untrained and unskilled people in a non SOP method. Even the push verbiage is rarely performed correctly here or at any station.




Synopsis: Air carrier flight crew experienced non-standard procedures from ground personnel while parking aircraft at SFO gate.