Date: 201906
Local time of day: 1201-1800
Location: ZZZ.Airport, US
Light: Daylight
Aircraft: B737-700
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Parked
Airspace: Class B ZZZ
Reporter organization: Air Carrier
Reporter function: Captain; Pilot Flying
Reporter qualification: Flight Crew Air Transport Pilot (ATP); Flight Crew Instrument; Flight Crew Multiengine
Human factors: Communication Breakdown
Anomaly: Deviation / Discrepancy - Procedural Hazardous Material Violation; Deviation / Discrepancy - Procedural Published Material / Policy
Detector: Person Flight Crew; Person Ground Personnel
When detected: Pre-flight
Result: Flight Crew Overcame Equipment Problem
Contributing factors: Human Factors; Procedure; Manuals
Primary problem: Manuals

Narrative: While boarding our flight; the Ops Agent and a Supervisor said that they had an issue with a wheelchair and needed guidance from me. The passenger had provided them with a form that appeared legitimate that said the wheelchair was approved by several groups (including the FAA; TSA; etc.) to be carried as-is in the cargo compartment; and including statistics such as watt-hours; amps; and volts of the accompanying lithium-ion battery. I referenced [section] of the FOM; which specifically stated that for lithium-ion wheelchairs; non-collapsible wheelchairs may be carried as checked baggage; and that collapsible wheelchairs may not be; but that collapsible wheelchairs may be carried as carry-on baggage (or that the battery may be removed and carried as carry-on baggage). This wheelchair was folded up at the bottom of the jetway. In fact; the brand was 'Fold & Go;' so we determined it was collapsible. However; the lithium-ion battery was bolted to the frame of the wheelchair rendering it impossible (or at least very difficult) to remove from the frame. And it was too large to be taken aboard as a carry-on. The Ops Supervisor called CSC in [other station]; and then spoke with Corporate Safety in [other station]. They advised that if the battery could be disconnected and the terminals 'protected' that it could indeed be carried in the cargo hold. I called the Chief Pilot on Call for guidance; and he advised that if Safety in [other station] said it was approved that it was acceptable. Upon looking at the battery; I found three cables coming out of it. I was able to unplug the three cables; and then using a bag tag and tape; ensure that nothing could touch that area. The rest of the battery was solid/sealed. Using the company's guidance and our creativity; this was the best solution we could come up with to stay safe; stay legal; and provide customer service. That said; I still feel uneasy about the non-compliance with the manual as-written; as well as the manner in which we complied with safety's directive to 'protect the battery terminals' as we are clearly not trained in that. And the Ops/Ground Ops Agents working this flight were equally unclear as to what to do about this particular wheelchair.Company's guidance to Passengers reads:'If an assistive device is powered by a lithium-ion (Li-ion) battery; company must be able to access the battery to determine that it is approved for transportation. The Li-ion battery must show no signs of any defects or damage. The assistive device must be transported as checked baggage. If the Li-ion battery is securely attached and protected from short-circuit by being fully enclosed in the device's battery housing; the battery may remain installed and there is no limit to battery size on these types of devices. If not securely attached; the battery must be removed; terminals protected from short circuit and transported separately as carry on baggage.'This is incongruent with our FOM [Flight Ops Manual] guidance which only differentiates between collapsible and non-collapsible wheelchairs; not whether or not the battery is securely attached or not. If Corporate Safety is correct and this is a valid method of protecting the battery to allow it in the cargo bin; then our manuals and Ground Ops' manuals should be changed to reflect that and the procedure to isolate/protect the battery standardized. If Safety was incorrect; then they need to be counseled not to advise permission to carry such items in this manner. Also; if this type of wheelchair isn't to be allowed; they should never make it all the way down the jet way and board the airplane. Or; if this type of wheelchair is allowed; then our manuals should be changed to reflect that.




Synopsis: B737-700 Captain reported inconsistencies in the procedures regarding Lithium Ion battery powered assisted devices provided to passengers and flight crew's FOM [Flight Operations Manuals.]