Date: 201906
Location: MSY.Airport, LA
Aircraft: Commercial Fixed Wing
Operator: Air Carrier
Operating under: Part 121
Mission: Passenger
Flight phase: Parked
Airspace: Class B ZZZ
ATC / advisory: Ramp ZZZ
Reporter organization: Air Carrier
Reporter function: Pilot Flying; Captain
Reporter qualification: Flight Crew Instrument; Flight Crew Multiengine; Flight Crew Air Transport Pilot (ATP)
Human factors: Communication Breakdown
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy; Ground Event / Encounter Other / Unknown
Detector: Person Flight Crew
When detected: Aircraft In Service At Gate
Result: General Work Refused
Contributing factors: Company Policy; Equipment / Tooling; Human Factors; Procedure
Primary problem: Equipment / Tooling

Narrative: At push time we were unable to contact Ramp via headset. The Ramp Agent came to window and told us headset was INOP and did we want to use hand signals. I advised him we could not do that and that they would need to get a headset. Tried #2 still didn't work. Tried #3 still didn't work. Ramp Supervisor again asked us to just use hand signals. I told him we could not do that per the flight and ground operations manuals. He said 'Well then you will just have to sit there.' Tried #4; still didn't work. Asked them to try service interphone jack to ensure it was not an issue with the aircraft. Also asked if they had a regular wired headset and was told no they did not. I explained again to the Ramp Supervisor that pushing back without a headset was not an option. He again told me 'You will just have to sit there then;' and walked away. At that point I had the Operations Agent bring the jetway back to the aircraft so we could discuss the situation face to face to create a shared mental model. I explained to the Ramp Agents and the Ramp Supervisor that the flight and ground operations manuals both prohibit pushing back without a headset unless there is lightning or the aircraft interphone panel is INOP; (which would require an MEL). There is a discrepancy between the flight and ground operations manuals in that the flight manual does allow pushback without headset if ALL headsets are out of service (I think the flight manual should be brought in agreement with the ground operations manual). I also asked them how they had been pushing back aircraft all day with no operative headsets. He said the other Captains were just letting them use hand signals. At that point an adjacent gate was pushing with a headset so I told them to go get that headset when they were done. They returned with a wired headset which worked perfectly so we closed up the aircraft and pushed back. My concern is that the Ramp repeatedly tried to pressure us into accepting a risk that the company has chosen not to accept. The flight and ground operations manuals are very clear as to when the risk of pushing without a headset is acceptable. Our policies on No Headset Pushback should be reiterated to the flight and ground operations manuals. Also; Ground Ops should be reminded to ensure that the headsets are turned off between turns (several of the INOP headsets were just out of charge) and to treat the headsets with more care. (It is common to see the headsets tossed onto the tug). All stations should also have sufficient backup wired headsets that are well maintained to ensure a working headset is always available. I would suggest each gate or pushback tug be equipped with a backup wired headset. Perhaps in a weatherproof case mounted on the tug or jetway. I agree with the company assessment that pushing back without a headset simply because the headset is INOP is not an acceptable risk. I dislike doing it even when there is lightning; but I understand the reasoning behind it in reducing a greater risk to the ramp agents.




Synopsis: Airline Captain reported difficulty establishing communication with ramp personnel prior to push-back.