Date: 201809
Location: ZZZ.Airport, US
Aircraft: B737-800
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Parked
Reporter organization: Air Carrier
Reporter function: Flight Attendant (On Duty)
Reporter qualification: Other Flight Attendant
Human factors: Communication Breakdown; Distraction; Situational Awareness; Time Pressure; Troubleshooting
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy; Deviation / Discrepancy - Procedural FAR; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
Detector: Person Flight Crew
Result: General None Reported / Taken
Contributing factors: Human Factors; Procedure
Primary problem: Human Factors

Narrative: After the last passenger was seated; I waited until the A [Flight Attendant] finished her Opening public address and held the Safety Information Card and gave the Over Wing Exit Emergency Briefing to the aft over wing exit doors. All passengers in that area responded with a verbal YES that they are willing and able to assist in a possible evacuation. Then; I moved to brief the forward over wing exit seats. When I asked for a verbal confirmation that they were willing and able; the man in seat F said NO. Then; his wife hit him and told him he was supposed to say yes. He quickly corrected himself and said YES; explaining he couldn't hear me over the music. The lady in seat C said she could hear me both times when I briefed and she has a hearing aid. I was concerned he wouldn't be able to hear Flight Attendant commands during a real evacuation; so we talked about the exit doors and I asked him questions about the doors from the briefing. He did not seem to understand or hear me well enough to carry a conversation from 3 people away. I told him no problem I can reseat him in an available aisle seat. His wife got upset and asked me why several times; and they told me they would not move. They became very combative and argued when I answered their questions.I needed to finish my briefing and asked the rest of the passengers in the row if they were willing and able and everyone else said YES; except a man in seat A who said I DONT KNOW and he doesn't understand how the door operates. I explained how to open the door and referred him to the safety information card and directions on the exit door as a visual reference. He asked me where the life vest was and seemed confused what to do. I told him it was under the seat. He had his hands out in front of him and shook them like he didn't understand. I told him no problem we have another aisle seat he can sit in that would make everyone more comfortable. Neither man would voluntarily move seats; even when I hit the call light and got help from [another Flight Attendant]. At this point; the fact that they could not follow flight attendant directions concerned me more in the event of an evacuation. Together; [the other Flight Attendant] and I went up to the forward galley to ask for a Supervisor and talk about the situation as a crew. When the Supervisor arrived; she asked me where the passenger was and I walked her out to the row and showed her the two men. She asked them if they were okay to sit there and then told me we're good. Before I could talk to her about what she said and their response; she closed the forward door and pulled the jet bridge back.Supervisors do not determine if a passenger is willing and able to sit in an exit row seat. CRM needs to occur without pressure to push the plane.




Synopsis: Flight Attendant reported problems with emergency row passengers and a Customer Service Representative not moving the people out of the emergency row.