A B747-400 FLT CREW ON AN INTL CHARTER TO KBK GOT POOR PLANNING SUPPORT FROM THE DISPATCHER AND NONSTANDARD PUSHBACK PROCS FROM THE GND CREW AT EDFH.

Narrative

THIS CHARTER FAILED VIRTUALLY EVERY MEASURE OF QUALITY SVC FROM PRE-CHARTER PLANNING; ACCOMMODATIONS; DISPATCH; CHARTER OPS; TRANSPORTATION; AND SAFETY. DISPATCH CALLED TO BRIEF IRAQ DIVERSION ARPTS. DISPATCHER HAD NO INFO ON THESE ARPTS. DISPATCHER ADMITTED HE WAS UNFAMILIAR WITH THE DIVERSION ARPTS AND COULD NOT OFFER ANY ADVICE. I EXPRESSED CONCERN THAT DISPATCH HAS A RESPONSIBILITY TO MONITOR THE DIVERSION ARPTS FOR SUITABILITY. HE STATED THAT HE WAS UNABLE TO DO THIS DUE TO LACK OF DISPATCH RESOURCES. DISPATCHER STATED THAT PREVIOUS SHIFT FAILED TO SEND RETURN FPF'S AND HE WAS BUSY WITH OTHER FLTS AND COULD NOT GET THEM TO US WITHOUT INCURRING FURTHER DELAY; STATING THAT CLOSURE OF THE OPS DESK WAS THE CAUSE. I ASKED HIM TO NOTIFY THE DUTY MGR AND THE DISPATCH MGR OF MY UNADDRESSED CONCERNS. HE STATED THAT HE WOULD. THE DUTY MGR DID NOTHING THAT WE KNOW OF TO ASSIST US. DISPATCH MGR CAME ON THE LINE. I REITERATED MY CONCERNS BUT HE ECHOED THE OTHER DISPATCHER'S REMARKS OF LACK OF INFO AND DISPATCH RESOURCES. HE STATED THAT IF WE WERE TO HAVE A DIRE EMER NECESSITATING AN IRAQ DIVERSION; DISPATCH WOULD CALL THE UNITED STATES EMBASSY AND GET SOME INFO FOR US. THIS IS TOTALLY UNACCEPTABLE IN MY OPINION. THE PLANNING HAS TO BE DONE BEFORE THE EMER OCCURS. I ASKED DISPATCH MGR IF HE THOUGHT THIS WAS A LEGAL AND ADEQUATE DISPATCH GIVEN THIS LACK OF INFO ABOUT DIVERSION FIELDS (WX; NOTAMS; SUITABILITY) AND HIS ANSWER WAS; 'WELL; I THINK SO BUT MY NAME ISN'T GOING ON THE RELEASE.' WOULDN'T IT HAVE BEEN APPROPRIATE FOR US TO HAVE BEEN PROVIDED AT LEAST A REGIONAL WX BRIEFING? PUSHBACK: I USED STANDARD PHRASEOLOGY FOR THE PUSHBACK BUT RESPONSES WERE NONSTANDARD. I STATED; 'BRAKES RELEASED; HOLD THE PUSH.' RESPONSE: 'OK WE BEGIN THE PUSH.' ONCE PUSHBACK BEGAN; 2 LOUD BANGS WERE HEARD IN THE COCKPIT AND THE TILLER JERKED WILDLY 2 TIMES. I ASKED IF ALL WAS OK AND WAS ADVISED BY THE PUSH CREW THAT THEY HAD BROKEN THE TOW BAR AND THE SHEAR PINS. MECH STATED THAT PUSH CREW HAD USED IMPROPER PROC WHICH CAUSED THE PINS TO SHEAR. WE INCURRED ANOTHER DELAY WHILE THE ONBOARD MECH PERFORMED AN INSPECTION AND FOR ANOTHER MAINT RELEASE. THIS INCIDENT COULD HAVE CAUSED INJURY TO THE PUSHBACK CREW. FORTUNATELY; IT DID NOT. HOWEVER; IT'S OBVIOUS THAT THEY SHOULD BE GIVEN MORE TRAINING ON PROPER PROCS BEFORE PUSHING BACK ANY OTHER ACFT.