B737 Undifferentiated or Other Model
Situational Awareness; Human-Machine Interface; Training / Qualification
Ground Event / Encounter Other / Unknown
General Maintenance Action
Equipment / Tooling; Human Factors
Today I had a very frightening experience. When I met [the] flight I used SOP. About midway into [passenger] deplaning I notice that the plane was actually moving upwards; so much and so quickly that I immediately called [ramp control] and advised them that the auto leveler had malfunctioned. He came over shortly after my call. While waiting for the mechanic to arrive; I advised the first flight attendant what was happening and that we needed to hurriedly; but safely have all the passengers exit as quickly as possible; as the plane was rising so fast. I hurried everyone off including the flight attendants [as] the door would have been in jeopardy of being unhinged from its foundation. Shortly; maintenance arrived and I asked him if there was anything I could have done differently to prevent this from happening and he said 'no; because the auto levelers were old and in bad need of repair.' The ramp said that this problem has been occurring lately with the 737s and that the company was aware of this; I then asked him why hasn't anything been done to fix the problem; and that if the problem is not resolved someone could be at risk of losing their job; more specifically CSRs; because we are responsible for the safe deplaning of the aircraft. Until the issue is resolved; I will take a photo of every 737 I met in this gate with the date and time stamp on it; so if this situation ever arises I can prove my innocence. I am hoping that will never happen. Finally; if the company is aware of the problem; why hasn't it been fixed?
An air carrier gate agent reported the leveling system of the jetway he was utilizing to deplane a B737 malfunctioned; resulting in it sinking below the passenger entry/exit threshold and potentially impacting the fully open cabin door. After calling for maintenance the reporter implored the cabin attendants to expedite the passenger deplaning.