Narrative:

After pushback, our aircraft was deiced for removal of a very thin layer of frost. At this time, there was no precipitation and unrestr visibility under higher scattered to broken clouds. The deice crew finished and reported post deice check good. Moments later, our flight attendant reported to the flight deck and advised us that a man identifying himself as a pilot stated there was contaminants on the wing, and that the wings were not deiced properly. He stated that he would deplane if the conditions were not corrected. Upon captain's directive, I (acting as first officer) proceeded to the cabin with flashlight to make an observation of the wings. Indeed, 'white chunks of something' were on the wing. I reported this to the deice crew and station operations. Deice crew returned to the aircraft, inspected the wings and informed flight deck that the debris was foam from the deice mixture (type I). To appease the pilot who made the original complaint, we requested deice re-do the wings. This was completed. I then returned to the cabin, looked at the cleared wings and talked to pilot with original complaint. I explained the first deice procedure left clumps of foam which appeared to be chunks of snow (no snow had fallen while aircraft was parked awaiting our departure) and that we re-deiced the wings for him. This individual was still not satisfied that the deice procedure was performed properly and requested to deplane. Coordinating transportation with ground personnel, this individual was deplaned via the aft ventral stairs. Callback conversation with reporter revealed the following information: reporter stated that the passenger pilot was a captain from another major airline and believed that there were chunks of ice on the wing after the deicing procedure had been done. The crew did have the wings deiced again to appease the complainant. However, due to the dawn lighting, he still believed that there were chunks of ice and not just foam as the reporter advised him. The reporter further stated that it would have helped if the pilot passenger would have been more discreet in his concern, such as ask permission to talk to the crew in the cockpit, so that other passenger would not have become alarmed also when hearing the pilot passenger's concerns.

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Original NASA ASRS Text

Title: CAPT FROM ANOTHER AIRLINE RIDING AS A PAX COMPLAINS ABOUT ACFT DEICING PROC. PAX BELIEVED THE GND CREW DID NOT PROPERLY DEICE ACFT AND DEPLANED ACFT EVEN AFTER A RE-DEICING OF THE ACFT WINGS.

Narrative: AFTER PUSHBACK, OUR ACFT WAS DEICED FOR REMOVAL OF A VERY THIN LAYER OF FROST. AT THIS TIME, THERE WAS NO PRECIP AND UNRESTR VISIBILITY UNDER HIGHER SCATTERED TO BROKEN CLOUDS. THE DEICE CREW FINISHED AND RPTED POST DEICE CHK GOOD. MOMENTS LATER, OUR FLT ATTENDANT RPTED TO THE FLT DECK AND ADVISED US THAT A MAN IDENTIFYING HIMSELF AS A PLT STATED THERE WAS CONTAMINANTS ON THE WING, AND THAT THE WINGS WERE NOT DEICED PROPERLY. HE STATED THAT HE WOULD DEPLANE IF THE CONDITIONS WERE NOT CORRECTED. UPON CAPT'S DIRECTIVE, I (ACTING AS FO) PROCEEDED TO THE CABIN WITH FLASHLIGHT TO MAKE AN OBSERVATION OF THE WINGS. INDEED, 'WHITE CHUNKS OF SOMETHING' WERE ON THE WING. I RPTED THIS TO THE DEICE CREW AND STATION OPS. DEICE CREW RETURNED TO THE ACFT, INSPECTED THE WINGS AND INFORMED FLT DECK THAT THE DEBRIS WAS FOAM FROM THE DEICE MIXTURE (TYPE I). TO APPEASE THE PLT WHO MADE THE ORIGINAL COMPLAINT, WE REQUESTED DEICE RE-DO THE WINGS. THIS WAS COMPLETED. I THEN RETURNED TO THE CABIN, LOOKED AT THE CLRED WINGS AND TALKED TO PLT WITH ORIGINAL COMPLAINT. I EXPLAINED THE FIRST DEICE PROC LEFT CLUMPS OF FOAM WHICH APPEARED TO BE CHUNKS OF SNOW (NO SNOW HAD FALLEN WHILE ACFT WAS PARKED AWAITING OUR DEP) AND THAT WE RE-DEICED THE WINGS FOR HIM. THIS INDIVIDUAL WAS STILL NOT SATISFIED THAT THE DEICE PROC WAS PERFORMED PROPERLY AND REQUESTED TO DEPLANE. COORDINATING TRANSPORTATION WITH GND PERSONNEL, THIS INDIVIDUAL WAS DEPLANED VIA THE AFT VENTRAL STAIRS. CALLBACK CONVERSATION WITH RPTR REVEALED THE FOLLOWING INFO: RPTR STATED THAT THE PAX PLT WAS A CAPT FROM ANOTHER MAJOR AIRLINE AND BELIEVED THAT THERE WERE CHUNKS OF ICE ON THE WING AFTER THE DEICING PROC HAD BEEN DONE. THE CREW DID HAVE THE WINGS DEICED AGAIN TO APPEASE THE COMPLAINANT. HOWEVER, DUE TO THE DAWN LIGHTING, HE STILL BELIEVED THAT THERE WERE CHUNKS OF ICE AND NOT JUST FOAM AS THE RPTR ADVISED HIM. THE RPTR FURTHER STATED THAT IT WOULD HAVE HELPED IF THE PLT PAX WOULD HAVE BEEN MORE DISCREET IN HIS CONCERN, SUCH AS ASK PERMISSION TO TALK TO THE CREW IN THE COCKPIT, SO THAT OTHER PAX WOULD NOT HAVE BECOME ALARMED ALSO WHEN HEARING THE PLT PAX'S CONCERNS.

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.