Narrative:

Edct (expected departure clearance time) already in place for phl. We discussed current weather/fuel state. Ops affirmed edct time and need for the gate. Dispatcher affirmed weather forecast and lack of alternate required (we were prior to forecast storms even with our delay) but we had contingency fuel to hold/divert if contingency arose. Enough for deviations but not likely a lengthy hold. Pushed and held in pad for approximately 25 minutes. Takeoff and flight through western PA uneventful with some deviations for weather. Fuel burn matching dispatch and continued flight deck efforts to fly efficiently while monitoring phl. Saw cells via radar on arrival corridor but not on the field.started hearing about arrivals 2-3 aircraft ahead of us going into hold and reviewed options for hold/divert if needed. Iad; bwi and others eliminated for obvious weather/saturation issues. Pit; ZZZ; ewr all discussed and weather obtained. No NOTAMS onboard for any of these due to not being an alternate. Asked dispatcher about those fields as well as supportability for 737-900 in ZZZ (most specifically the ability to takeoff with fuel/pax load). I have not been to ZZZ but looked adequate as I reviewed with the captain. Dispatcher recommended ZZZ or ewr. Queried ATC about ewr or ZZZ being ok for flow and weather. Was told ewr would not be good for flow but ZZZ was ok. Found ZZZ in jeppfd-pro and looked at weather flow we had seen/expected. Of note; no 10-7 page but manual lists as category right for 737. ZZZ was north of the problematic weather and close enough to quickly get into phl or deplane passengers if needed. No known issues as we could see it with any supportability. Landed at ZZZ without incident and went to the ramp area. ZZZ ATC asked of our intentions--we stated a refuel and go if weather/ATC allowed but we weren't sure if/when that would happen. We were marshaled by contract maintenance support to the southern tip of the ramp. Shut down; accomplished appropriate checklists; door opened with air stairs. Safe divert arrival and times passed to company.we were parked in the corner of the ramp; between 500 and 600 feet from gate where we would ultimately deplane. Some passengers immediately expressed an interest to deplane given proximity to phl. Refuelers and air stairs were prompt. We were initially told approximately an hour until a bus available but the local personnel were working on it while we looked into legality/security from the company standpoint. We had some concerns/questions about checked bags continuing without their associated passengers in the aircraft and wanted to consult with operations and our publications. Stipulation would be no checked bags removed and those that deplaned would not get back on. We were to ask about how many wanted off and provide a number for accountability and load planning. The captain passed this to the passengers and continued to make calls toward that effort. Simultaneously worked with dispatch to obtain new flight plan and determine refuel amount. Gas provided but receipt was not on standard sheet. Provided that printout and fueler went with air stairs and paperwork to another flight that had also diverted. No frequencies or phone numbers for operations but eventually obtained them from a dispatcher who happened to be onboard our aircraft. Took at least 20 minutes to hear from anyone. The other flight appeared a priority. Ops/ramp member hooked back up. We passed 55 people wanted off. Also learned from security/police that no one could walk across the ramp; that transportation was required. Local operations also given official on/in times for planning purposes.we were still under the impression productive efforts were being made to obtain transportation. We made it clear to multiple ZZZ personnel that any options were fine--multiple trips via minivan vs one size fits all bus if it would enable deplaning sooner than later. The next time the stair came up some 30 minutes later wewere told by contract lead no one could deplane due to lack of a tail stand per her supervisor who was not yet present but allegedly coming into work. We asked about deplaning from back to front; or even using the aft doors; as this was beginning to take on a sense of urgency. The lead stated that her supervisor would not allow it until at the 3 hour point when we had to per DOT (department of transportation) guidelines. This seemed to drive a reduction in timeline management by local operations who felt they had more time to devise a viable solution; but didn't seem to think how long it would take to execute a plan for 55-181 souls depending on the situation. Security officer reinforced that under no circumstances were people walking across the ramp despite the fact that he personally understood our plight. We received no completed fuel sheet so I approximated using fuel levels in our tanks and total gallons (provided on the original sheet so we could insert into ACARS). Completed the walk around and continued to make any available pre-flight preparations if there was a break in the weather. However efforts continued to accommodate passengers wishing to deplane; particularly between captain and operations.phl continues on a ground stop and storms continue from the east. Also told that ATC is not taking flights above 10K over ZZZ. Our assessment remained that a second divert was very likely given the weather and it was not fair to passengers to do that. Ca made numerous calls to dispatch and operations relaying situation. Local ops was non responsive about deplaning or transportation updates; making it nearly impossible to make PA announcements to the passengers but the captain did his best. No information provided by dispatch or ATC about whether anyone was able to land in phl so we had to go with our judgment as pilots looking at the radar and the forecast coupled with ground stop information. We were told of an extended phl ground stop until at least 45 minutes from now so we turned our primary attention to deplaning passengers. Captain passed this plan to operations as best as I can recall. Throughout tarmac delay; the passengers had appropriate temperatures; food; water; and lav access at all times. Flight attendants did a great job accommodating while informing us of questions/concerns. While on a lav break; I personally and publicly inquired about temps and engaged with a couple customers up in first class area. The only thing they could not do was deplane; which was increasingly frustrating to them and us. We provided updates every 10-15 minutes but those often were that we were waiting back for answers. Near the end of our delay we were informed one passenger was suffering a panic attack; but that apparently subsided with interaction from the flight attendant and the security official who happened to be on the aircraft at the time (second/final air stair usage in remote parking). No medlink or other efforts seemed warranted other than expediting the stalled deplaning process. We also anticipated there would be a crew duty day limitation about the time the weather could break and discussed those ramifications as well. That information was passed to operations and scheduling. Just prior to timeout and as we were approaching the 3 hour point; we received word that ATC approved us to go quickly to phl but there was a 40K cell 5-10 miles west of their field; making successful arrival to phl unlikely. We focused our efforts on deplaning passengers discussing the need to deplane if departure was doubtful at 2+15.due to inaction from ZZZ ops/security; captain directed that we would move the aircraft to gate. Despite ops understanding this final decision; and no other activity on the ramp; it took 15 minutes to get the airstairs removed so we could safely start engines. We accomplished checklists; sat passengers; started both engines and taxied to the gate. Then; jet bridge broke and would not extend to the aircraft front door. We had to reseat everyone again and push back the aircraft 3-5 feet to use the same air stairs walking across the same ramp; some 175 yards closer. In total; it took 45 minutes from decision to move the aircraft to deplaning passengers.

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Original NASA ASRS Text

Title: B737 flight crew reported a weather diversion that resulted in a long delay and difficulties deplaning the passengers due to airport rules and equipment availability.

Narrative: EDCT (Expected Departure Clearance Time) already in place for PHL. We discussed current weather/fuel state. Ops affirmed EDCT time and need for the gate. Dispatcher affirmed weather forecast and lack of alternate required (we were prior to forecast storms even with our delay) but we had contingency fuel to hold/divert if contingency arose. Enough for deviations but not likely a lengthy hold. Pushed and held in pad for approximately 25 minutes. Takeoff and flight through Western PA uneventful with some deviations for weather. Fuel burn matching Dispatch and continued flight deck efforts to fly efficiently while monitoring PHL. Saw cells via radar on arrival corridor but not on the field.Started hearing about arrivals 2-3 aircraft ahead of us going into hold and reviewed options for hold/divert if needed. IAD; BWI and others eliminated for obvious weather/saturation issues. PIT; ZZZ; EWR all discussed and weather obtained. No NOTAMS onboard for any of these due to not being an alternate. Asked dispatcher about those fields as well as supportability for 737-900 in ZZZ (most specifically the ability to takeoff with fuel/pax load). I have not been to ZZZ but looked adequate as I reviewed with the Captain. Dispatcher recommended ZZZ or EWR. Queried ATC about EWR or ZZZ being ok for flow and weather. Was told EWR would not be good for flow but ZZZ was ok. Found ZZZ in JeppFD-Pro and looked at Weather flow we had seen/expected. Of note; no 10-7 page but manual lists as category R for 737. ZZZ was north of the problematic weather and close enough to quickly get into PHL or deplane passengers if needed. No known issues as we could see it with any supportability. Landed at ZZZ without incident and went to the ramp area. ZZZ ATC asked of our intentions--we stated a refuel and go if weather/ATC allowed but we weren't sure if/when that would happen. We were marshaled by contract maintenance support to the southern tip of the ramp. Shut down; accomplished appropriate checklists; door opened with air stairs. Safe divert arrival and times passed to company.We were parked in the corner of the ramp; between 500 and 600 feet from gate where we would ultimately deplane. Some passengers immediately expressed an interest to deplane given proximity to PHL. Refuelers and air stairs were prompt. We were initially told approximately an hour until a bus available but the local personnel were working on it while we looked into legality/security from the Company standpoint. We had some concerns/questions about checked bags continuing without their associated passengers in the aircraft and wanted to consult with Operations and our publications. Stipulation would be no checked bags removed and those that deplaned would not get back on. We were to ask about how many wanted off and provide a number for accountability and load planning. The Captain passed this to the passengers and continued to make calls toward that effort. Simultaneously worked with dispatch to obtain new flight plan and determine refuel amount. Gas provided but receipt was not on standard sheet. Provided that printout and fueler went with air stairs and paperwork to another flight that had also diverted. No frequencies or phone numbers for operations but eventually obtained them from a dispatcher who happened to be onboard our aircraft. Took at least 20 minutes to hear from anyone. The other flight appeared a priority. Ops/ramp Member hooked back up. We passed 55 people wanted off. Also learned from security/police that no one could walk across the ramp; that transportation was required. Local operations also given official on/in times for planning purposes.We were still under the impression productive efforts were being made to obtain transportation. We made it clear to multiple ZZZ personnel that any options were fine--multiple trips via minivan vs one size fits all bus if it would enable deplaning sooner than later. The next time the stair came up some 30 minutes later wewere told by Contract lead no one could deplane due to lack of a tail stand per her supervisor who was not yet present but allegedly coming into work. We asked about deplaning from back to front; or even using the aft doors; as this was beginning to take on a sense of urgency. The lead stated that her supervisor would not allow it until at the 3 hour point when we had to per DOT (Department of Transportation) guidelines. This seemed to drive a reduction in timeline management by local operations who felt they had more time to devise a viable solution; but didn't seem to think how long it would take to execute a plan for 55-181 souls depending on the situation. Security officer reinforced that under NO circumstances were people walking across the ramp despite the fact that he personally understood our plight. We received no completed fuel sheet so I approximated using fuel levels in our tanks and total gallons (provided on the original sheet so we could insert into ACARS). Completed the walk around and continued to make any available pre-flight preparations if there was a break in the weather. However efforts continued to accommodate passengers wishing to deplane; particularly between Captain and Operations.PHL continues on a ground stop and storms continue from the east. Also told that ATC is not taking flights above 10K over ZZZ. Our assessment remained that a second divert was very likely given the weather and it was not fair to passengers to do that. CA made numerous calls to dispatch and Operations relaying situation. Local ops was non responsive about deplaning or transportation updates; making it nearly impossible to make PA announcements to the passengers but the Captain did his best. No information provided by dispatch or ATC about whether anyone was able to land in PHL so we had to go with our judgment as pilots looking at the radar and the forecast coupled with ground stop information. We were told of an extended PHL ground stop until at least 45 minutes from now so we turned our primary attention to deplaning passengers. Captain passed this plan to Operations as best as I can recall. Throughout tarmac delay; the passengers had appropriate temperatures; food; water; and lav access at all times. Flight attendants did a great job accommodating while informing us of questions/concerns. While on a lav break; I personally and publicly inquired about temps and engaged with a couple customers up in first class area. The only thing they could not do was deplane; which was increasingly frustrating to them and us. We provided updates every 10-15 minutes but those often were that we were waiting back for answers. Near the end of our delay we were informed one passenger was suffering a panic attack; but that apparently subsided with interaction from the flight attendant and the security official who happened to be on the aircraft at the time (second/final air stair usage in remote parking). No Medlink or other efforts seemed warranted other than expediting the stalled deplaning process. We also anticipated there would be a crew duty day limitation about the time the weather could break and discussed those ramifications as well. That information was passed to Operations and scheduling. Just prior to timeout and as we were approaching the 3 hour point; We received word that ATC approved us to go quickly to PHL but there was a 40K cell 5-10 miles west of their field; making successful arrival to PHL unlikely. We focused our efforts on deplaning passengers discussing the need to deplane if departure was doubtful at 2+15.Due to inaction from ZZZ ops/security; Captain directed that we would move the aircraft to gate. Despite ops understanding this final decision; and no other activity on the ramp; it took 15 minutes to get the airstairs removed so we could safely start engines. We accomplished checklists; sat passengers; started both engines and taxied to the gate. Then; jet bridge broke and would not extend to the aircraft front door. We had to reseat everyone again and push back the aircraft 3-5 feet to use the same air stairs walking across the same ramp; some 175 yards closer. In total; it took 45 minutes from decision to move the aircraft to deplaning passengers.

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.