On the morning of September 11, 2001, the townsfolk of Gander (including Claude the mayor, Oz the police constable, Beulah the teacher, Bonnie the SPCA worker, and others) describe life in Newfoundland and how they learn of the terrorist attacks taking place in New York City, Washington, D.C., and Shanksville, Pennsylvania ("Welcome to the Rock").

Meanwhile, the pilots, flight attendants, and passengers are initially forbidden from leaving the planes, forcing them to contend with confusing and conflicting information about what has happened and why they were suddenly grounded ("28 Hours / Wherever We Are").

Once allowed off the planes and transferred to nearby emergency shelters ("Darkness and Trees"), the passengers and crew watch replays of the attacks on the news and learn the true reason why they were grounded ("Lead Us Out of the Night").

To alleviate rising fear and mounting tensions ("On The Edge"), the townspeople invite the passengers to be initiated as honorary Newfoundlanders at the local bar ("Heave Away / Screech In").

The passengers and airline staff who return to the United States are faced with the horror of the attacks' aftermath — including Hannah, who learns that her firefighter son died during the rescue efforts ("Something's Missing").

Ten years later, the crew and passengers of the once stranded planes — the "come from aways" — reunite in Gander, this time by choice, to celebrate the lifelong friendships and strong connections they formed in spite of the terrorist attacks ("Finale"), as Claude the mayor professes, "Tonight we honor what was lost, but we also commemorate what we found."

In November 2017, it was announced that The Mark Gordon Company would produce a feature film adaptation of the musical, with Sankoff and Hein writing the screenplay and Christopher Ashley as director.