Large Transport
Flight Crew Air Transport Pilot (ATP)
Flight Crew Last 90 Days 234; Flight Crew Total 10681; Flight Crew Type 5719
Situational Awareness; Communication Breakdown; Time Pressure; Workload
Deviation / Discrepancy - Procedural FAR; Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Illness / Injury; Ground Event / Encounter Other / Unknown
Flight Crew Took Evasive Action; General Physical Injury / Incapacitation
Airport; Company Policy; Human Factors; Procedure
Had a passenger pass out and hit is head on the rear galley counter. Tended to by onboard EMT and flight attendants; as it was uncertain if he suffered a minor seizure. Coordinated with Medlink and dispatch to continue to ORD and have paramedics meet aircraft; once he improved and was stable. 30 minutes prior to landing; sent a message to ensure paramedics would be there. Told that they would. Arrived at [the gate] and no paramedics and no jetway driver. No communication possible from ramp/operations. Eventually paramedics show up; but unable to access aircraft. Eventually; they pushed us back; and we taxied to [a different gate.] Blocked in XA:49; and called dispatch to correct incorrect time of XA:29. In operations; still had wrong time in [computer.] Spent 25 minutes on hold between Dispatch and Flight Duty Manager (FDM). Finally FDM says he sent a message for 15 minutes of taxi pay. I said that the records should say that as well; and he claimed no; it was considered just a reposition. Told him that was not correct; and told to file a report. Just terrible communication and handling. Apparently the airport had worked on [the first jetway]; and knew the jetway was out of service; and nobody noticed; before assigning it to our flight. Medlink was supposed to have paramedics waiting; and they were not.
I have had numerous issues in ORD with parking in the last year. They are always embarrassing and extremely frustrating for all involved. However; this event crossed the line from being an embarrassment to the company to potentially putting the health of our passengers at risk. Our passenger was stable; and the paramedics were called as a precaution; what if this was a more serious medical condition and he needed immediate assistance. We would not have been able to provide him help.
A flight crew with an injured passenger on board requested EMT assistance upon arrival. However; the aircraft was parked at a non-functional jetway with no EMTs and was towed to another gate. Inattentive ground operations puts people at risk.