Two B767 first officers describe the events surrounding their Captain's decision to refuse an aircraft with a defective APU for a North Atlantic crossing.
Synopsis
Two B767 first officers describe the events surrounding their Captain's decision to refuse an aircraft with a defective APU for a North Atlantic crossing.
Narrative
APU failed to start three times during boarding. After writing up APU; AMTs successfully started APU; however APU started abnormally slow. Captain wanted assurance [that] APU would start airborne since APU failed to start three times before and fourth start was abnormally slow. We informed AMTs prior to fourth start that three starts per hour was a limitation. The AMT told the Captain emphatically after APU started; 'Don't shut it (APU) down.' Captain was suspect that APU was defective per AMT's remark. Captain was not willing to cross North Atlantic without a normal operating APU. APU failed to start again as suspected. APU battery charger was replaced [and again] failed to start. APU battery was then changed; APU failed to start. APU starter was replaced; APU started abnormally slow as before; but would not start on second attempt per Captain's request. Captain [was] not willing to take aircraft. A Customer Service Duty Manager entered cockpit with Captain and I and said (to best of my recollection); 'Captain; this is a deferrable item and we have 147 passengers to accommodate; I insist (or strongly encourage) you take this airplane.' The Captain was polite; but firm and said; 'No; I cannot fly this airplane in this condition today.' The flight [was] subsequently canceled. Severe turbulence was encountered by a flight an hour before near our route and diverted with passenger injuries. This is pilot pushing and is a safety issue [that] should never occur or be tolerated. The Captain/Dispatcher is the final authority for the safety of flight; not customer service agents.
Second reporter narrative
[Flight was] severely delayed due to mechanical issue. Observed a woman in a suit approach Captain; later told she is Customer Service Duty Manager. Overheard her tell Captain that the aircraft maintenance issue was legal to defer and she 'insisted' the Captain take the aircraft (or words to that effect). Her disrespectful demeanor and attitude raise a number of questions:1. Is she a certified/licensed aviator? 2. Is she a certified/licensed Mechanic?3. Does she know that the forecast weather for ZZZ includes thunderstorms for our land time?4. Does she know about the pockets of CAT (clear air turbulence) across the North Atlantic today? That two Company flights had to divert with injuries related to that CAT?The Captain; based on his expertise; determined it was unwise to leave with a known deficient system. A difficult determination [was] made; taking into account his aircraft; his crew; and his 'charge' (the lives of those 147 passengers [that] the Customer Service Duty Manager was trying to get him to recklessly endanger.) Our captains are entrusted daily with huge responsibility. Our management team needs to get behind those professionals and support them. That is why they are our captains.
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Source: NASA Aviation Safety Reporting System (public domain). Reports are voluntary submissions and are not verified by NASA.