Date: 201903
Local time of day: 1201-1800
Location: ZZZ.ARTCC, US
Flight conditions: VMC
Light: Daylight
Aircraft: A320
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Cruise
Airspace: Class A ZZZ
ATC / advisory: Center ZZZ
Reporter organization: Air Carrier
Reporter function: Pilot Flying; First Officer
Reporter qualification: Flight Crew Instrument; Flight Crew Air Transport Pilot (ATP); Flight Crew Multiengine
Second reporter function: Pilot Not Flying; Captain
Anomaly: Flight Deck / Cabin / Aircraft Event Smoke / Fire / Fumes / Odor; Flight Deck / Cabin / Aircraft Event Illness / Injury
Detector: Person Flight Attendant
When detected: In-flight
Result: Air Traffic Control Provided Assistance; Flight Crew Landed in Emergency Condition
Contributing factors: Aircraft
Primary problem: Aircraft

Narrative: Approximately 15-20 minutes after level off at cruise (FL370) the 'A' FA (Flight Attendant) called with reports of a light acrid odor around the L1 door. The CA (Captain) queried her for more specifics (related to identifying type of odor) and they agreed to monitor for changes. The CA and I reviewed the 'odors' flight ops bulletin and discussed the potential of a developing fumes event. After a few minutes the 'A' reported an increase in intensity with eye irritation. We decided that this was likely a fumes event and proceeded to run the 'fumes' checklist from the QRH; selecting Pack 2 off as we had no indication or any fumes in the cockpit. We also advised Dispatch of a potential need to divert and discussed ZZZ or ZZZ1 as possible choices. Dispatch advised ZZZ as closest (which we already knew). After the required 5 minute interval the CA queried the FA and she reported the condition had worsened. We then switched pack configuration per the QRH with Pack 2 on and Pack 1 off. Just before that 5 minute interval ended the FA reported continued worsening with fumes now affecting the passengers in the first few rows of the cabin. We made the decision to divert to ZZZ. The CA advised ATC. As I was already the Pilot Flying the CA had me continue as such and gave me the radio communication duties as well so that he could coordinate better handle the growing non-flying duties. ATC gave us priority handling and the remainder of the descent and landing was uneventful. Emergency equipment was offered and I accepted as well as requesting EMTs to be waiting at the gate. After landing we decided the fumes were not at a critical level so we continued to clear the runway and proceeded to the gate. We had not received any gate confirmation and were unable to contact station ops on the radio so the CA decided to proceed to our 'normal' gate and after a few minutes delay station personnel arrived. We asked all passengers to deplane and the EMTs met/treated FAs and passengers as needed. We at no time noticed any fumes on the flight deck during the entire event. Suggestions: fume event as described. We diverted to a low use station and were lucky station personnel happened to be there. Dispatch should have offered more suggestions for possible divert choices based on operational factors other than closest airport. In hindsight; ZZZ1 was probably a better choice and not any further away (time wise) as we were too high/close to descend straight in to ZZZ. Also; we were unable to contact station ops once on the ground. In my experience; this has been an ongoing system wide systemic problem and in my opinion one day our collective luck will run out.


Second narrative: During cruise flight at FL370 I received a call from our A Flight Attendant (FA) informing me she smelled a smoky burning smell by the L1 door and in that general vicinity of the aircraft. She had confirmed it with another FA and while they could not identify the source it was prevalent. I inquired about the possibility of fume/odor event and initially; having experienced several of these type events herself; the A FA believed it was not that kind of smell. I told her my FO (First Officer) and I would discuss it and review some procedures and get back to her in a few minutes but for her to keep me posted on events in the cabin. I looked at the Navigation Display and determined we could divert to ZZZ or ZZZ1 as they were up ahead just in case things took a turn for the worse. My FO and I then reviewed the memo on odor decision making tools and the QRH for odor/fume event. We discussed the possibility of setting up a bathroom break to check the cabin for ourselves. I also sent a message to Dispatch giving them a heads up about the possible situation. About that time our A FA called back and informed us the smell was getting worse; it was now a smell typical of fume events; and confirmed by another FA experiencing symptoms such as burning eyes; difficulty breathing; etc. I informed her we would be diverting to ZZZ and to keep me posted. We continued to run through the QRH procedure in the cockpit which we completed; [notified] ATC and diverted to ZZZ where we landed without incident. During the descent the A FA called me several times with updates that the smell continued to get worse and that passengers were getting sick in the first few rows. The smell appeared to be isolated to the first few rows of the aircraft but during the descent it began to permeate the entire aircraft. I told her to do whatever she needed to do to take care of herself and the passengers and FAs. Once we arrived at gate XX in ZZZ passengers were informed to deplane and to seek medical attention with paramedics who were waiting in the terminal if they felt it was necessary. Suggestions: while there are certainly a number of lessons I learned from this event there's one thing of importance which I want to mention here and will pass on to various company officials and it's in regards to guidance received from Operations Control. As I mentioned; when I first learned of this event possibility I sent a message to Dispatch as a heads up. I received a message back telling us ZZZ was a better diversion point than ZZZ1 as it was closer. In that sense I'd agree. But what we didn't know and had no way of knowing if there weren't going to be any [company] people available in ZZZ to meet the flight! After we had deplaned we conversed with the ZZZ station manager who informed us we were 'lucky' they happened to be there. [Company] has no operations in ZZZ during that time of day and it's only by happenstance (the actual reason I can't remember) that anyone at all was there to work the flight when we arrived. In fact; we had to wait a few minutes for people to show up (we had received a message from Dispatch they were notifying ZZZ of our arrival). So in other words; we could have arrived in ZZZ with an aircraft expecting support and been left stuck out on the ramp with nowhere to go and plane load of people in need of medical attention. The ZZZ station manager informed us that ZZZ1 has a full service operation all day and would have been a better place for us to divert. Now; I'm not trying to throw our Dispatcher under the bus here and I'm not blaming him for anything at all. But it seems that ZZZ wasn't that much further and that's the kind of information the Operations Control should know and provide to us when we make our decisions. We the pilots had no clue about the station staffing situation and in a time compressed situation didn't really have time to contemplate the merits as such when our concern was getting the airplane on the ground and the people off the plane. ZZZ is a major city served by [company] and this could have been really ugly if we'd arrived with no station personnel to meet us. Anyway; just something to consider.


Synopsis: A320 flight crew reported Flight Attendant informed them of acrid odor in the forward cabin area. Flight crew executed a diversion due to fumes intensifying.