Date: 202012
Local time of day: 0001-0600
Location: ZZZZ.Airport, FO
Flight conditions: VMC
Aircraft: Commercial Fixed Wing
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Parked
Aircraft component: APU
Component problem: Failed
Reporter organization: Air Carrier
Reporter function: Captain; Pilot Not Flying
Reporter qualification: Flight Crew Air Transport Pilot (ATP); Flight Crew Instrument; Flight Crew Multiengine
Human factors: Communication Breakdown; Confusion; Distraction; Situational Awareness; Time Pressure
Anomaly: Aircraft Equipment Problem Less Severe; Deviation / Discrepancy - Procedural Maintenance; Deviation / Discrepancy - Procedural Published Material / Policy
Result: General Flight Cancelled / Delayed; General Maintenance Action
Contributing factors: Aircraft
Primary problem: Aircraft

Narrative: Aircraft X; ZZZZ-ZZZ1 was the continuation of a planned [refueling stop] for ZZZ-ZZZ1. Thus the passengers remained on the plane while there was a crew change and fueling. The crew inbound from ZZZ reported that the APU failed multiple start attempts after landing. ZZZZ Maintenance was working to fix the APU and was in and out of the cockpit and the lower E&E bay.Upon boarding the aircraft my FO requested that external air be connected to the aircraft. After some time we were told that air conditioned air was not available; as the airport had 'switched' over to heat. Wanting to get some (any) airflow on the aircraft we requested that it be connected. Again after some time we were informed that no external air was available at the particular gate. At that point we requested a start-cart unit be connected so that we could use it to run the packs. Eventually this was accomplished; but only after the passengers had been onboard without any cabin airflow for an extended time; perhaps 90 minutes.Early upon arriving in the cockpit; I called dispatch to inform her of the problem and to let her know that we'd keep her in the loop as maintenance worked the problem. During our initial time in the cockpit the two mechanics were coming and going and I multiple times; offered to get out of the cockpit to allow them access to the displays as they worked the problem. Eventually; I left as they were paying no attention to social distancing; often reaching over us to access the FMC keypad. Though they were wearing masks; they were often pulling them down to talk on the radio or the phone. Multiple times I had to ask them to replace their masks over their mouth and nose. I felt they were too focused on their work and forgetting the COVID precautions.After some time; my concern changed from maintenance getting the APU fixed; to them not being able to get it fixed. Normally; I'd have little to no issue operating a flight without an APU; however with the on-going pandemic there are additional considerations. I thus called the dispatcher and let her know of my concerns and asked if she would reach out to the Operations Center OM for what airline plans are for an inop APU in today's environment and to get more information / guidance to aide in our decision making. Eventually; I was informed that the Operations Center OM had simply said that 'We had to get the passengers to ZZZZ1.' This was not information; guidance nor helpful. My responsibilities are to do that safely and given the pandemic we needed more information to help us assess and understand the passenger safety implications. I was VERY disappointed with the lack of understanding; information and support from the Operations Center. Our dispatcher; and her relief; did a FANTASTIC job!I also attempted to find the information related to running the APU during the pandemic. Unfortunately; given the format; there is no way to read the titles without opening each one. It was too time consuming at that time; thus I was unable to access the needed information. The display really needs to be made user-friendly.The Dispatcher was able to coordinate with ZZZZ1 and we were told from the dispatcher that ZZZZ1 had external air and a start cart and could support a no APU operation. I asked that they be informed that we would plan on keeping an engine running until both external electric AND air were connected so as to maintain cabin airflow.We eventually agreed to accept the flight with the APU deferred believing that we had a viable operational plan; no thanks to the Operations Center. Upon arrival in ZZZZ1 there was much confusion; likely due to language barriers. It took some time to understand that there were local rules that prohibited them from connecting external air or a start-cart while an engine was running. Once we shut down the left engine it was +10 minutes before external air was connected to the aircraft.Given the on-going pandemic the key is airflow. Yet it appears there has been no planning or consideration of what to do in the event of an inop APU. I feel that on this flight we completely blew our promise to passengers and employees with regards to airflow and air filtration. I've continued to assess how I could have made better decisions; but can find no guidance or related plans. I'm not sure but perhaps refusing the aircraft and deplaning the passengers would have been safer from a COVID standpoint than leaving them on an aircraft without any airflow for such an extended period. I believe that we need to come up with some clear plans; guidance and actions to support a flight if we are going to operate with an inop APU. Perhaps we need to even ask if given the pandemic and Airline's associated messaging if we should even operate with an inop APU.I'm not sure why ZZZZ was unable to fix the APU; as the ZZZZ1 mechanics were able to identify and fix the problem in less than 30 minutes from block-in!




Synopsis: Air carrier Captain reported the APU was inoperative and attempted to have maintenance repair it.