Deviation / Discrepancy - Procedural Hazardous Material Violation; Ground Event / Encounter Other / Unknown
General Evacuated; General Maintenance Action
Equipment / Tooling; Human Factors; Procedure
Customer was checking in at our lobby and had to check in his bag. We identified it as a first generation smart bag. While the customer was trying to remove the lithium battery from the bag; it began to smoke and spark from the battery. The bag was eventually moved out to the curb where a fire extinguisher was used on it. The first generation smart bag presents an issue as we frequently see them at the airport used by customers; but the batteries are very difficult to remove and usually only removed from inside of the luggage after accessing the panel with a screwdriver. Sometimes the battery does not easily slide out.
A passenger approached first class check in and was told by one of the CSRs and advised them they had to remove the lithium battery from his first generation smart bag. Within a minute or two of handing a different screwdriver for the passenger to use; [a colleague] approached me and asked me if I could hear a hissing sound. I turned towards first class [line] and realized it was coming from the first class check-in direction. Without notice there was a release of white smoke and black smoke all at once; [it] also released gaseous fumes that could not be outrun by neither myself or [my colleague]. At this point [my colleague] and I started to run towards the counter exit; paused then continued again. On our way out we encountered [another colleague] and alerted her to what had just occurred. We advised [our other colleague] not to re-enter the ticket counter the fumes were overwhelming.
Two air carrier CSRs reported vacating area due to smoke and fumes released from Smart Bag lithium battery.