Narrative:

1 hour 5 mins before departure no one knew where aircraft was. Talked to ramp zone flight operations, service rep had no information. 1 hour 5 mins before departure was told aircraft was at ramp a. Nothing in manual where this is. Was told to go to ramp at B jetway and wait for van. Got to aircraft 50 min before departure. No one at aircraft to check crew's identification. Called ramp and said not to board aircraft till this was done. Customer service proceeded to board aircraft, countermanding my authority. This was a violation of flight operations manual security procedures. In retrospect I should have gotten off the aircraft and stopped the flight. I called flight operations duty manager who directed me to fly the flight and he would take responsibility. ACARS didn't work, couldn't get hold of maintenance. Ramp communication was poor and there was no phone.

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Original NASA ASRS Text

Title: ACFT PAX BOARDED BY CUSTOMER SVC PERSONNEL PRIOR TO CREW IDENTIFICATION PROC COMPLETION.

Narrative: 1 HR 5 MINS BEFORE DEP NO ONE KNEW WHERE ACFT WAS. TALKED TO RAMP ZONE FLT OPS, SVC REP HAD NO INFO. 1 HR 5 MINS BEFORE DEP WAS TOLD ACFT WAS AT RAMP A. NOTHING IN MANUAL WHERE THIS IS. WAS TOLD TO GO TO RAMP AT B JETWAY AND WAIT FOR VAN. GOT TO ACFT 50 MIN BEFORE DEP. NO ONE AT ACFT TO CHK CREW'S ID. CALLED RAMP AND SAID NOT TO BOARD ACFT TILL THIS WAS DONE. CUSTOMER SVC PROCEEDED TO BOARD ACFT, COUNTERMANDING MY AUTHORITY. THIS WAS A VIOLATION OF FLT OPS MANUAL SECURITY PROCS. IN RETROSPECT I SHOULD HAVE GOTTEN OFF THE ACFT AND STOPPED THE FLT. I CALLED FLT OPS DUTY MGR WHO DIRECTED ME TO FLY THE FLT AND HE WOULD TAKE RESPONSIBILITY. ACARS DIDN'T WORK, COULDN'T GET HOLD OF MAINT. RAMP COM WAS POOR AND THERE WAS NO PHONE.

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.