Date: 201412
Location: ZZZ.ARTCC, US
Aircraft: B747-400
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Cargo / Freight / Delivery
Flight phase: Cruise
ATC / advisory: Center ZZZ
Reporter organization: Air Carrier
Reporter function: Captain
Human factors: Other / Unknown
Second reporter function: First Officer; Pilot Not Flying
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Other / Unknown
Detector: Person Flight Crew
When detected: In-flight
Result: General None Reported / Taken
Contributing factors: Aircraft; Human Factors; Procedure
Primary problem: Human Factors

Narrative: Flight was scheduled to haul live animals (horses). I discussed with the [company] the impact of the company [notice] regarding main deck access the day prior to the flight. He confirmed my understanding of the [notice] and advised that the customer was clearly aware of the restrictions. Upon arrival at the aircraft; I discussed the restrictions with the lead handler for the customer who would be escorting the animals (along with two others). While not happy with the restrictions; I'm confident he understood access to the main deck could only be granted in the event of an emergency (no language issues). This was reemphasized with the handler by a crew member during the aircraft passenger briefing. At approximately XA10Z in flight; one of the animals (located immediately behind the upper deck stairs) became highly agitated; kicking viciously against the stall. Without crew concurrence; all three representatives immediately went to the main deck to attend to the animal. When asked to return; the lead representative asked to have one of them stay with the horse as it was highly agitated; and had damaged and broke the inside barrier of its stall. I advised them this was not possible but would also contact the Chief Pilot for advice. During the call the Chief Pilot and I agreed because the horse's action didn't appear to endanger the integrity of the aircraft; the representative must return to the upper deck. Upon advising them to return; the handler was highly reluctant and considered staying against my specific direction. At this point I personally advised him that this was unacceptable; would have to be reported to the authorities; and likely result in considerable problems for himself. However we also agreed to turn out the lights (they specifically asked for the lights to be left on) and raise the cabin altitude in an effort to calm the still agitated horse. The handler returned immediately but under protest to the upper deck. Our actions with the lights and cabin altitude seemed to work as the animal's agitation subsided considerably.Problems highlight by this incident are the difficulty for the customer to understand that the animal's welfare cannot be addressed during flight under the current guidance; and the difficulty of restraining a determined customer who wishes to attend to the animal's welfare despite clear instructions to the contrary. Recommend this be addressed prior to any more live animal flights. Possible corrective measures: use only the B747-8 [variant] for these flights; come to an agreement with the FAA that the Main Deck Alert will suffice for notifying anyone on the main deck and put proper oxygen bottles and masks on these flights; do not allow handlers on the flights; or provide a means to lock the smoke barrier door to insure handlers cannot access the main deck without crew approval.


Second narrative: Suggestions:Require training of animal handlers that includes instruction in the regulatory requirements to follow crewmember instructions before issuing them documents allowing them flight deck access.Require that handlers have the ability to tranquilize an animal that could cause aircraft damage in flight.


Synopsis: B747-400 flight crew transporting horses reported they had difficulty getting the animals' handler to comply with regulations regarding main deck access.