What happened
On June 22, 2018, a Boeing 737-8JP operated by Norwegian Air Norway was prepared for departure at Alta Airport. During the boarding process, a mobile passenger stair unit was positioned at the forward cabin door. After a service worker completed a routine check of the passenger count and cargo, she exited the aircraft and attached a safety strap to the bottom of the stairs.
As the flight attendant attempted to close the forward cabin door, she stepped one foot onto the passenger stairs to gain better leverage on the door handle. Simultaneously, a ground worker, believing the aircraft was ready for departure based on a verbal confirmation from the service worker, began reversing the stair unit. The sudden movement caused the flight attendant to lose her footing, falling 2.6 meters from the aircraft to the ground. The fall resulted in two fractures to the left foot and an ankle injury, requiring medical evacuation by air.
The investigation
The Norwegian Safety Investigation Authority (NSIA) examined the operational procedures of both the airline and the ground handling agent. The investigation focused on the communication between the cabin crew and the ground staff, as well as the specific protocols for securing the aircraft door and removing ground support equipment. Investigators reviewed video footage from the airport, interviewed the crew and ground personnel, and analyzed the training manuals used by both Norwegian Air Norway and Widerøe Ground Handling.
Findings
- The accident was caused by a deviation from established departure procedures at the local level, where ground staff relied on informal communication rather than verifying the door was closed.
- A misunderstanding occurred when the ground worker interpreted the attachment of the safety strap as a signal that the cabin door was already secured.
- The airline's procedures for closing the forward door did not explicitly require the crew member to have both feet inside the cabin, which contributed to the unstable position during the incident.
- Local practice at the airport had led to a breakdown in standardized communication, with different staff members assuming responsibility for the safety strap in ways that bypassed formal checks.
Safety action
Following the incident, Widerøe Ground Handling updated its manuals to mandate that equipment operators must verify the cabin door is closed and maintain direct communication with the crew before removing stairs. Norwegian Air Norway implemented a new requirement that cabin crew must have both feet inside the aircraft cabin when closing the door to provide an additional safety barrier and improve ergonomics.