Date: 201406
Local time of day: 1201-1800
Location: ZHU.ARTCC, TX
Flight conditions: VMC
Aircraft: Widebody; Low Wing; 3 Turbojet Eng
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Descent
Airspace: Class A ZHU
ATC / advisory: Center ZHU
Reporter organization: Air Carrier
Reporter function: Captain; Pilot Flying
Reporter qualification: Flight Crew Air Transport Pilot (ATP)
Human factors: Workload; Confusion; Communication Breakdown; Training / Qualification
Anomaly: ATC Issue All Types; Deviation - Altitude Crossing Restriction Not Met; Deviation - Track / Heading All Types; Deviation / Discrepancy - Procedural Clearance; Deviation / Discrepancy - Procedural Published Material / Policy
Detector: Person Flight Crew
When detected: In-flight
Result: Flight Crew Returned To Clearance
Contributing factors: Human Factors; Procedure
Primary problem: Human Factors

Narrative: On arrival into SAT; Houston Center got back logged with traffic; and our Sector Controller was overwhelmed. It was apparent that he was not keeping up; and ignored several requests from us and others for a lower altitude.  We were 40 miles beyond our required descent point; having previously been cleared direct to WINDU intersection; and the Rodio 1 Arrival.  When he finally answered us; and approved a descent to only FL240; it was immediately apparent he had no idea what was going on.  Shortly thereafter; he cleared us to fly heading 180; off the arrival; descend to FL230; and maintain 310 KIAS or greater; when a slower speed would have been better for everyone.  Having proceeded south as instructed; when almost abeam the MARCS intersection; he cleared us direct to MARCS.  This resulted in a slight right turn. After a few moments; the Controller asked us if we were in a left turn.  We replied that we were not; and that we were proceeding direct to MARCS as cleared.  In exasperation; the Controller then commanded a left 270 degree turn to proceed to MARCS.  It was then that we guessed that he intended for us to turn to MARCS the long way around; possibly to allow for descent; or for traffic sequencing; we never learned the reason.  We requested a speed reduction to aid the sequencing; and were then handed off to another Controller.  When 9 miles from MARCS at FL230; this new controller directed us to proceed direct to MARCS; and cross it at 13;000.  We immediately replied 'unable' due to the impossible descent gradient required.  He then cleared us to MARCS; and to descend to 13;000; without the crossing restriction.  The remainder of the arrival was uneventful.  My main concern in the event was that the Sector Controller was obviously under stress; and not handling the situation well. He performed as though brand new; or in training; if so; his trainer let things get out of hand.  We followed all clearances as understood and read back; I don't want to be held responsible for not having read the Controller's mind; when he apparently wanted us to proceed direct to MARCS the long way around; but did not issue a clearance for it.  I have no idea if traffic separation was compromised; as we certainly did not see or hear of any if there was.  The entire evolution was an example of poor controller performance due to task saturation; I am very glad it was mostly VMC.  As described above; the Houston Center Sector Controller was overwhelmed by tasking.Better ATC controller training; and hiring controllers with flight experience.  Unlike days gone by; I have been told that the vast majority of ATC controllers hired today have no pilot certificates or flight experience.




Synopsis: Pilot reports of problems while flying into SAT with controller who pilot thought was overwhelmed.