Date: 201501
Local time of day: 0601-1200
Location: DEN.Airport, CO
Flight conditions: VMC
Weather elements / visibility: Icing
Aircraft: A320
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Taxi
ATC / advisory: Ground DEN
Reporter organization: Air Carrier
Reporter function: Pilot Not Flying; First Officer
Reporter qualification: Flight Crew Air Transport Pilot (ATP)
Human factors: Training / Qualification; Situational Awareness
Second reporter function: Pilot Flying; Captain
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy
Detector: Person Flight Attendant
When detected: Taxi
Result: General Release Refused / Aircraft Not Accepted
Contributing factors: Weather; Human Factors
Primary problem: Human Factors

Narrative: We arrived at the de-ice pad; set brakes; and configured for de-icing as there was at least 1/4 inch of hard clear ice on the wings and fuselage. We were de-iced at approximately XA:55 with a clear aircraft; start of last step at XA:47. We de-configured; contacted ground and proceeded to taxi. As soon as we did both the front and rear flight-attendants called us to say that they still could not see out their jumpseat windows on the left side of the aircraft due to the ice; and that passengers were taking pictures of their iced up windows with their cell phones. We elected to return to the de-ice pad; and were assigned a different bay this time. A de-ice coordinator; checked the fuselage and said the aircraft was clear of all ice and that de-icing fluid may appear like ice. The captain elected to do a visual check himself and concluded all windows WERE covered in ice and to have the airplane properly de-iced. The amount of time this deicing took seemed proper and we were told last step started at XB:08. We visually checked and the windows were clear this time.


Second narrative: We were the first flight of the day. The aircraft was coated with ice from freezing drizzle over night. There was no precipitation from when we arrived at the aircraft until takeoff. The APU and packs were running when we arrived at the aircraft. The cabin temp was increased to nearly full hot prior to passenger boarding to try to assist with fuselage ice removal. OAT was about -3 C. Extra fuel was requested and granted in the event that deicing were to take longer than dispatch had estimated. There was no delay getting into the deice pad. We configured and were told we would get a full body hot type I. I asked how long it was estimated to take and was told about 15 to 20 min. In less than 10 min we were told that deicing was complete and given the deicing data. After beginning the taxi out of the pad both front and rear FA called to say that there was still ice on the windows. We told the 'iceman'; we wanted to come back for a proper deicing. We pulled into a different pad with a different deice crew and initially were told that the windows looked clean. I walked through the cabin and observed that most of the windows especially on the left side were still iced over. Another round of deicing followed and took about 15 to 20 minutes. I walked the length of cabin again and observed that the ice had been removed. We received our deicing information and had an uneventful departure and flight.


Synopsis: A320 flight crew reports having to return to the deice pad after being told deicing was complete; due to ice adhering to the fuselage and passenger windows.