Regional Jet 700 ER/LR (CRJ700)
Flight Crew Instrument; Flight Crew Multiengine; Flight Crew Air Transport Pilot (ATP)
Confusion; Situational Awareness; Communication Breakdown
Aircraft Equipment Problem Less Severe; Deviation / Discrepancy - Procedural MEL / CDL; Deviation / Discrepancy - Procedural Published Material / Policy
Aircraft Aircraft Damaged
Aircraft; Company Policy; MEL; Human Factors
We had an MEL on the passenger door power assist system which requires Maintenance to be present when you arrive and depart to assist in opening and closing the passenger door. The Flight Attendants were briefed of the MEL and the procedures involved to open and close the door before we left. While enroute I sent an ACARS to Dispatch along with a message in the in-range to have a Mechanic present when we arrive at the gate in ZZZ. During the in-range call to the Flight Attendants; I briefed them again on the procedure of getting the door opened properly. In the brief I told them that once we get parked at the gate and the seat belt and sterile light goes out; to not open the door until we get confirmation from Maintenance to do so. We arrive and shutdown and go through the shutdown checklist. From my point of view; I couldn't clearly make out whoever was by the door. All I heard were several hard knocks on the side of the plane. The passenger door was unlatched for a few seconds; a brief conversation took place between the Flight Attendant and the gate agent through the crack in the door; then the door opened unassisted; free falling to the ground. The door hit the ground hard and bounced twice. No one was injured during the event.I opened the cockpit door and went back to figure out what happened. The Flight Attendant said after the knock; the door was cracked open. She asked the gate agent if the door was ready to be opened and if Maintenance was present and that we needed them to help with the door. She was told yes several times and that she was cleared to open. Assuming Maintenance would take over; she let go of the door thinking that they were down there to catch it. Well; the person on the ramp who knocked was actually just a ramper who had no idea about the MEL and the broken door assist so no one was down there to catch the door. I contacted Maintenance and a write up was made in the logbook so that the door could be checked out and inspected for damage.There was a serious breakdown in communication but no one person is to blame. I sent an ACARS roughly 30 minutes prior to landing asking to have Maintenance ready to meet us at the gate. I also sent a message in the range (not sure if they really read it) that we need Maintenance present to open the door. That was two messages sent out at least 30 minutes prior to us landing requesting Maintenance to meet us at the gate. No one was there to meet the aircraft (discovered after the fact). Speaking with the Flight Attendant; she said she was told multiple times by the gate agent that she was aware of the Maintenance and that she was cleared to open.The MEL states under Operations: 'Flight Attendant will wait for the Mechanic to initiate the opening and closing of the door.' The word 'initiate' could mean several things. It could mean the Mechanic physically opening the door or; in this case; could be mistaken as a knock on the side of the plane. I've had this MEL several times before and every time a Mechanic opened the door from the outside. This was the first time I've had it where someone came up and knocked on the side of the plane. Given the scenario; the Flight Attendant had no reason to believe that the person wasn't a Mechanic since they knocked on the side several times. Even when the door was cracked open; she asked several times if everyone was aware of the MEL and that a Mechanic was needed. She was told yes several times. Luckily no one was injured on the ground but someone could have if they weren't paying attention. My recommendations are to better advise the ramp crews and gate agent of the door situation whenever an aircraft has this MEL and that only a Mechanic should be able to approach the door. I also want to recommend that a note be made in the MEL to state that a Mechanic should be the only person to handle the door when opening and under no circumstances should the door be opened by any Flight Crew.
An Air Carrier pilot reported after landing an aircraft with a faulty passenger door proper procedures to open the door were not followed which resulted in the door falling off the aircraft to the ground.