Air carrier customer service representative reported passengers were able to open the door from the ...

Narrative:

We had a group traveling and we were missing 3 of them. I told the group that the three that are missing will be rebooked on the next flight. We went down to close the aircraft door and as I was walking up 3 customers opened the door from gate room to jetway and started running down. I stopped the passengers and escorted them up to the gate room and assisted the customers. The issues here are not with the customers. As they should have not have opened the door the bigger issue is that the jetway door opened for them. I don't feel safe with these doors on the jetways. If these customers were irate and difficult this could have turned very poor with me. I have called building and maintenance and they have been to numerous gates and never finding a problem. [This gate] continually has problems with the jetway door. [The gate] jetway auto leveler used to go off continuously and called building and maintenance many times for that issue. I am writing this [report] because these are small problems that can potentially lead to much bigger problems. If I enter a door I have the expectation that it will be closed and locked behind me. [Company] is taking this issue to upper management but we really need the doors fixed on the pier.

Original NASA ASRS Text

Title: Air carrier Customer Service Representative reported passengers were able to open the door from the terminal to the jetway; and that other doors at the airport have similar problems.

Narrative: We had a group traveling and we were missing 3 of them. I told the group that the three that are missing will be rebooked on the next flight. We went down to close the aircraft door and as I was walking up 3 customers opened the door from gate room to jetway and started running down. I stopped the passengers and escorted them up to the gate room and assisted the customers. The issues here are NOT with the customers. As they should have not have opened the door the bigger issue is that the jetway door opened for them. I don't feel safe with these doors on the jetways. If these customers were irate and difficult this could have turned very poor with me. I have called building and maintenance and they have been to numerous gates and never finding a problem. [This gate] continually has problems with the jetway door. [The gate] jetway auto leveler used to go off continuously and called building and maintenance many times for that issue. I am writing this [report] because these are small problems that can potentially lead to much bigger problems. If I enter a door I have the expectation that it will be closed and locked behind me. [Company] is taking this issue to upper management but we really need the doors fixed on the pier.

Data retrieved from NASA's ASRS site and automatically converted to unabbreviated mixed upper/lowercase text. This report is for informational purposes with no guarantee of accuracy. See NASA's ASRS site for official report.

Attributes
ACN	1581201
Time
Date	201809
Aircraft 1
Make Model Name	B777 Undifferentiated or Other Model
Operating Under FAR Part	Part 121
Flight Phase	Parked
Flight Plan	IFR
Person 1
Function	Gate Agent / CSR
Events
Anomaly	Deviation - Procedural Security Deviation - Procedural Published Material / Policy

Air carrier customer service representative reported passengers were able to open the door from the terminal to the jetway; and that other doors at the airport have similar problems.