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EMB175 captain reported multiple service failures at san including passengers waiting to board aircraft and standing near the fuel service truck.
| Attributes | |
| ACN | 1657500 |
| Time | |
| Date | 201906 |
| Local Time Of Day | 1201-1800 |
| Place | |
| Locale Reference | SAN.Airport |
| State Reference | CA |
| Environment | |
| Light | Daylight |
| Aircraft 1 | |
| Make Model Name | Commercial Fixed Wing |
| Operating Under FAR Part | Part 121 |
| Flight Phase | Parked |
| Flight Plan | IFR |
| Person 1 | |
| Function | Captain |
| Qualification | Flight Crew Air Transport Pilot (ATP) Flight Crew Multiengine Flight Crew Instrument |
| Events | |
| Anomaly | Deviation - Procedural Published Material / Policy |
Narrative:
We encountered multiple issues at the san station. The flight was delayed due to late inbound aircraft. Immediately after crew boarding aircraft; before preflight had begun and while cleaning crew had just started; the station started boarding; the passengers needing assistance and struggling to stand were piled up outside on the ramp. It was unsafe as the fuel truck almost struck some of them. Luckily the gate agent stepped in at the last minute. The agent brought a leo and I had to track her down to ensure the paper work was handed correctly. She did not seem to know the process.the station agent did not know how to close the aircraft door requiring crew coaching. This agent has required help on multiple other flights. This station is struggling and it is creating safety hazards. Additionally the passengers noticed the chaotic events and commented. The stations struggles are making our operation look unprofessional and it's embarrassing. Send the station some staff from stations that are strong like spokane or boise on temp basis; to help train/audit the stations overall processes and procedures. Review how leadership is running this station and work on improving its culture.
Original NASA ASRS Text
Title: EMB175 Captain reported multiple service failures at SAN including passengers waiting to board aircraft and standing near the fuel service truck.
Narrative: We encountered multiple issues at the SAN station. The flight was delayed due to late inbound aircraft. Immediately after crew boarding aircraft; before preflight had begun and while cleaning crew had just started; the station started boarding; the passengers needing assistance and struggling to stand were piled up outside on the ramp. It was unsafe as the fuel truck almost struck some of them. Luckily the gate agent stepped in at the last minute. The Agent brought a LEO and I had to track her down to ensure the paper work was handed correctly. She did not seem to know the process.The station agent did not know how to close the aircraft door requiring crew coaching. This agent has required help on multiple other flights. This station is struggling and it is creating safety hazards. Additionally the passengers noticed the chaotic events and commented. The stations struggles are making our operation look unprofessional and it's embarrassing. Send the station some staff from stations that are strong like Spokane or Boise on temp basis; to help train/audit the stations overall processes and procedures. Review how leadership is running this station and work on improving its culture.
Data retrieved from NASA's ASRS site and automatically converted to unabbreviated mixed upper/lowercase text. This report is for informational purposes with no guarantee of accuracy. See NASA's ASRS site for official report.