Passenger threatened to write a letter to the FAA regarding maintenance procedures.

Attributes
ACN	491584
Time
Date	200011
Day	Sat
Local Time Of Day	1801 To 2400
Place
Locale Reference	airport : den.airport
State Reference	CO
Altitude	agl single value : 0
Environment
Flight Conditions	IMC
Weather Elements	Snow
Light	Dusk
Aircraft 1
Operator	common carrier : air carrier
Make Model Name	B747-400
Operating Under FAR Part	Part 121
Flight Phase	ground : pushback ground : taxi
Flight Plan	IFR
Person 1
Affiliation	company : air carrier
Function	flight crew : first officer
Qualification	pilot : atp pilot : flight engineer
Experience	flight time last 90 days : 40 flight time total : 6200 flight time type : 350
ASRS Report	491584
Person 2
Affiliation	company : air carrier
Function	flight crew : captain oversight : pic
Qualification	pilot : atp
Events
Anomaly	aircraft equipment problem : less severe cabin event : passenger electronic device cabin event other other anomaly other
Independent Detector	aircraft equipment other aircraft equipment : eicas msg
Resolutory Action	flight crew : overcame equipment problem
Supplementary
Problem Areas	Aircraft Passenger Human Performance
Primary Problem	Passenger Human Performance

Narrative:

During pushback at den, we (B747-400) crew noted a 'stabilizer greenband' EICAS caution message. This message had a history on our aircraft and was also the most current write-up that had been cleared and addressed by the company. We proceeded to the deice area for a planned deice. During deicing, we accomplished the 'stabilizer greenband' irregularity procedure. The procedure did not rectify the 'staband' EICAS message. The procedure directs crew to call 'company maintenance at XXX.' we coordinated by sat phone and talked to load planning on company frequency. We were advised by load planning and sent new final numbers to change percent of 'mac' from 22.7 to 18.6 and our 'stabilizer greenband' EICAS disappeared. Maintenance went through procedures and numbers with flight crew on sat phone and said 'flight continuation ok.' in-flight, our chief purser advised captain that a passenger was listening to company frequency only (not sat phone conversation) was intending to write a letter to FAA that crew did not follow procedure. His interpretation of procedure was based on partial communication of situation, and at no time was procedure not completely followed.

Original NASA ASRS Text

Title: PAX THREATENED TO WRITE A LETTER TO THE FAA REGARDING MAINT PROCS.

Narrative: DURING PUSHBACK AT DEN, WE (B747-400) CREW NOTED A 'STABILIZER GREENBAND' EICAS CAUTION MESSAGE. THIS MESSAGE HAD A HISTORY ON OUR ACFT AND WAS ALSO THE MOST CURRENT WRITE-UP THAT HAD BEEN CLRED AND ADDRESSED BY THE COMPANY. WE PROCEEDED TO THE DEICE AREA FOR A PLANNED DEICE. DURING DEICING, WE ACCOMPLISHED THE 'STABILIZER GREENBAND' IRREGULARITY PROC. THE PROC DID NOT RECTIFY THE 'STABAND' EICAS MESSAGE. THE PROC DIRECTS CREW TO CALL 'COMPANY MAINT AT XXX.' WE COORDINATED BY SAT PHONE AND TALKED TO LOAD PLANNING ON COMPANY FREQ. WE WERE ADVISED BY LOAD PLANNING AND SENT NEW FINAL NUMBERS TO CHANGE PERCENT OF 'MAC' FROM 22.7 TO 18.6 AND OUR 'STABILIZER GREENBAND' EICAS DISAPPEARED. MAINT WENT THROUGH PROCS AND NUMBERS WITH FLC ON SAT PHONE AND SAID 'FLT CONTINUATION OK.' INFLT, OUR CHIEF PURSER ADVISED CAPT THAT A PAX WAS LISTENING TO COMPANY FREQ ONLY (NOT SAT PHONE CONVERSATION) WAS INTENDING TO WRITE A LETTER TO FAA THAT CREW DID NOT FOLLOW PROC. HIS INTERP OF PROC WAS BASED ON PARTIAL COM OF SIT, AND AT NO TIME WAS PROC NOT COMPLETELY FOLLOWED.

Data retrieved from NASA's ASRS site as of July 2007 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.