B747-400
Communication Breakdown; Confusion; Situational Awareness
Aircraft Equipment Problem Critical; Flight Deck / Cabin / Aircraft Event Other / Unknown
General Flight Cancelled / Delayed; General Maintenance Action
Aircraft; Procedure; Human Factors
Doors armed and before pushback fuel started spraying out of the left wing. The fuel was running underneath the aircraft. It took 30 minutes for fire trucks to arrive. In the meantime passengers and crew were becoming very concerned about their safety. The day before this airplane had the same problem and the crew was under the impression that it was fixed. One of the returning passengers saw the leak and insisted on getting off the plane. The jetway came back after the Captain called and he was allowed to get off. With fuel still coming out the other passengers were asking to get off too as fear of the situation started to rise. Passengers started to gather at [door] 2L with their luggage wanting off. Even though announcements were being made by the purser passengers still crowded the aisle with luggage in hand wanting off. Yelling and screaming at 2L started to escalate but the agents said passengers could not get off because they were waiting for officials to arrive. All other doors remained armed since the doors leaving the jetway were locked. In an emergency that would have been our only way out. Finally after quite awhile; not sure of the exact time; passengers were able to get off. The flight did cancel.
Following the discovery that fuel was leaking from the wing of a B747; the cabin crew and passengers became concerned for their safety. The passengers began to become upset when they were not allowed to exit the cabin. Eventually the passengers deplaned without incident.