Date: 201410
Local time of day: 0001-0600
Location: ZZZ.Airport, US
Aircraft: B737-800
Operator: Air Carrier
Operating under: Part 121
Mission: Passenger
Flight phase: Parked
Reporter organization: Air Carrier
Reporter function: Flight Attendant (On Duty)
Reporter qualification: Flight Attendant Current
Human factors: Other / Unknown
Second reporter function: Flight Attendant (On Duty)
Anomaly: Deviation / Discrepancy - Procedural FAR; Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
Detector: Person Flight Attendant
When detected: Aircraft In Service At Gate
Result: General None Reported / Taken
Contributing factors: Human Factors; Company Policy
Primary problem: Ambiguous

Narrative: While briefing the exit row passengers I noticed a passenger wearing a knee brace and told him I would need to move him to another row. He stated strongly that 'he wasn't moving anywhere'. The Flight Attendant C was near me and I asked her to get me a Customer Service Representative. While waiting for the Customer Service Representative I also let the captain know that we had a passenger in the exit row wearing a knee brace and we were waiting for the Customer Service Representative to talk to the passenger. Initially the captain stated that the passenger would have to move. After talking with the passenger the Customer Service Representative stated that it was OK for the passenger to sit there because he was able bodied and something about meeting recently with the FAA and a change to/or exception to the policy. The Captain asked what the Customer Service Representative said and if I was ok with the decision and my reply was No that is not what our training says however; he is the captain and the Customer Service Representative cleared it. We departed with the passenger still in the exit row but he removed the brace. I'm not sure I have the final say in this case.


Second narrative: Flight Attendant B noticed customer in the exit row was wearing a leg brace. She advised him she would need to move him because of it. He refused to move and said he would just take the brace off. She requested a Customer Service Representative come to handle the matter. All 4 of us; flight attendants; were in agreement that according to Company Policy; he could not sit there. The Customer Service Representative came on and overruled us and said it would be ok for him to stay there. Flight departed with same customer in the exit row.The 4 of us were all in agreement that we had followed company policy by having the Customer Service Representative handle the situation. We did not agree that customer was allowed to stay in exit seat. Customer Service Representative; flight ops and flight attendants need to interpret the rules the same. On board we end up looking like the bad guys if we are the only ones trying comply with the local FAA ruling and our company F/A manual.


Synopsis: A Flight Attendant reports discovering a passenger in the exit row wearing a knee brace and asks him to move to another seat. A Customer Service Representative is called and the passenger is allowed to stay in his seat after removing his knee brace.