Communication Breakdown; Situational Awareness
Flight Deck / Cabin / Aircraft Event Other / Unknown
Company Policy; Human Factors; Procedure
I was in my C boarding position (exit row) when an older couple pre-boarded even before all the wheelchair passengers and came to sit in the exit row. I was kind and asked them if they were pre-boarding and they said yes and I advised them that they could not sit in the exit row due to FAA regulations and they told me that they could because some other [Company] agent said they could because their son had died; I said no and offered them any other seat in the cabin even the first row and offered to escort them back up to the front row but they declined and wanted the exit row. I asked them to give me a minute and went to the front of the cabin to talk to the Operations Agent who was a contract employee and was not who I needed to deal with so I saw a uniformed employee and asked to speak to her; she didn't want to deal with me and keep on pushing wheelchairs. I said stop the boarding now and come up the jetway away from the passengers we need to talk! The First Officer was helping with wheelchairs and I asked him to come also. I explained to this Agent that they cannot pre-board and sit in the exit row due to FAA regulations but they can sit anywhere else. She wanted nothing to do with me and said I just need to do the right thing. I keep explaining FAA regulations and she would not listen; (very ugly) scene. I told her I did understand the situation that I've been with [Company] for [many] years but the right thing would be to sit them somewhere else. She would not listen; I was getting nowhere with her; we were delaying boarding so finally I felt so much pressure I ask the First Officer if he would back me up if I got in trouble for letting them sit in the exit and he said he would back me up and we continued boarding. When I got back on the plane the A Flight Attendant yelled at me because he didn't know the whole story at that time. That was very upsetting to me; we boarded and later had time to discuss the situation among us Flight Attendants and the A had already told the agents that the 2 pre-board passengers could not sit in the exit.I'm upset with myself this morning typing this and I will never let another agent bully me into not doing my job. I know what my job is; she doesn't. She doesn't know our contract and FAR's I want her reprimanded for her actions; I do not want her doing this to anyone else. I also want to know the outcome with her and how [Company] is going to handle her.
B737 Flight Attendant reported Customer Service Agent pre-boarded wheelchair passenger in exit row seats in violation of FAR.