Date: 201911
Location: ZZZ.Airport, US
Aircraft: B737 Undifferentiated or Other Model
Operator: Air Carrier
Operating under: Part 121
Mission: Passenger
Flight phase: Other Preflight briefing
Reporter organization: Air Carrier
Reporter function: Captain
Reporter qualification: Flight Crew Air Transport Pilot (ATP); Flight Crew Multiengine; Flight Crew Instrument
Human factors: Communication Breakdown; Confusion; Situational Awareness; Time Pressure; Training / Qualification; Distraction
Anomaly: Deviation / Discrepancy - Procedural FAR; Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Other / Unknown; Ground Event / Encounter Other / Unknown
Detector: Person Flight Crew
When detected: Pre-flight
Result: General None Reported / Taken
Contributing factors: Company Policy; Procedure; Human Factors
Primary problem: Company Policy

Narrative: Flight was delayed awaiting the aircraft; which was an international arrival to the International Terminal. The aircraft arrived well in advance of the time needed to be on-time at for boarding; but that is a common occurrence that needs addressing elsewhere. I bring it up because it is the genesis of the events leading to the safety issue at hand.When the aircraft arrived at [Gate XX]; the crew members (pilots and FAs (Flight Attendants)) immediately boarded the aircraft. Knowing we were delayed; I immediately briefed the FAs; during which time the CS (Customer Service) Agent began harassing the crew. She wanted to board the aircraft; even though no safety checks had been done; the FAs had barely entered the aircraft; and their bags were not even stowed yet.I made the briefest brief I could so that everyone could get in with their jobs; grabbed a flashlight; and proceeded to exit the aircraft to do the walk around while the FO (First Officer) did the cockpit set up. As I left; the FAs were stowing their bags and doing their safety checks. The CS agent then asked Flight Attendant A 'Are you ready to board?' when she could clearly see that the FAs were NOT ready to board. Behind her; was a long line of passengers that the CS Agents had already allowed down to the aircraft; even though the crew was not ready to accept passengers.I left the aircraft and returned to find boarding taking place and a gentleman in a thick wool sweater (civilian dress) in the forward galley (which; on the 737; is exceedingly small and in the immediate boarding area). I assumed he was an FA Supervisor; because I thought he was wearing a CREW ID. I was quickly made aware by him that he was in fact a CS Supervisor and discovered was there to browbeat; denigrate; threaten; and actually report the FAs for 'refusing to board' the aircraft! I'm not sure why he felt the need to block the boarding process while doing this; or stop the FAs from doing their preflight/boarding procedures while doing this; but this is simply the first ironic situation.I could see that the forward FAs were unhappy; but chose not to get involved; both because I had clearly missed something while doing the walk around and not heard the threat of reporting them. He left and I went back to doing my own preflight safety duties (checking systems; flight planning; and computer downloads)Within minutes of this; my FO and I were startled by a loud voice barking out what appeared to be sarcastic 'flight attendant' instructions at a rapid pace and frequency. We both looked at each other; then turned to look what was going on. We saw a lady literally shouting orders at the passengers. We thought she was a passenger who was 'acting up' or simply being sarcastic about the FAs trying to keep the boarding process moving. To my amazement; she turned around; introduced herself as an FA Supervisor who was there to 'help'. Unfortunately; that 'help' appeared to be in complete violation of the [Flight Attendant Operating Manual] and anything I have seen in my 24+ years at [company]. She started ordering FAs to do things they should not be doing; and at one point had one forward FA in the aft cabin and ordered the second one to go back and check overhead space...leaving the forward exit unmanned with no FAs....because she had assumed the responsibility of a working FA and she said she was in charge. When Flight Attendant A pointed out that he not only had preflight duties in the forward cabin and he could not leave the area; he was told he was going to be reported for insubordination and not following her orders...which I felt was not only ridiculous but threatening and completely illegal. The FA Supervisor's behavior; in full view of all of our passengers; especially our Premium cabin; was a disgrace and an embarrassment to [company]. I was literally contemplating throwing her off the aircraft; but at that point I felt it would have created an even greater public spectacle; andwe were already not looking very good to our customers!I did not know this at the time; but we had a [company manager] in First Class! I was aghast when told; because I knew how bad the entire debacle must have looked to her. To my surprise; upon leaving the aircraft in ZZZ; she had nothing but absolute praise for the FAs and the nonsense they had had to put up with. I would suggest that anyone seriously interested in getting some perspective from the cabin please contact [company manager].The entryway of the 737 is; at best; cramped. Compounding the lack of space is the fact that most of the forward safety equipment and checks are required to be done in that same entryway. This entire incident began because a CS Agent threatened to report the FAs and brought in a Supervisor to threaten the FAs about boarding while boarding! The reason? FAs are not allowed to do their safety checks if the flight is a 'quick turn' and they have to get them done while boarding...which is impossible on the 737! This was further exasperated by a heavy handed FA Supervisor then stopping in to 'save the day' by completely taking over; assuming the position of working FM (Flight Manager) and ordering FAs to do things that their FAOM says they cannot do!The notion that we needed two supervisors in the front galley of the aircraft to 'speed up boarding' is not only stupid; but ridiculous. However; the delaying of safety checks until the entire aircraft is boarded...if they ever get done; when delayed; and especially when done out of sequence when future procedures need doing is patently unsafe!In addition; the CS policy that to save possibly 1 or 2 minutes they get to override the safety imperatives of any flight; let alone one where everyone is rushing about.Safety is most easily compromised when safety professionals are rushed. That we have institutional policies and procedures that conflict with each other; and are designed to compromise the security and safety of a flight; should be a big safety red flag. The fact that we have overbearing; threatening; unprofessional supervisors enforcing (and overreaching with) these policies needs immediate redress.During this process; I was told that I; as Captain; am the only person who can stop the boarding process. Clearly; I now have to not only overrule CS and FA policies and procedures to manage the safety of procedures that are literally out of my hands; but need to have an understanding of all CS and FA policies and procedures so that my crew doesn't get threatened by people outside their chain of command in other work groups and even their own supervisors; who should be supporting; not reporting; their fellow crew members.A pathetic and embarrassing show by supposed 'management' employees; leaving FAs and the pilots to clean up their mess.What did I learn? I will simply stop the boarding process every single time there is any rush; rush; rush; because the safety and security of the passengers; and protecting my crew members from overzealous supervisors appears necessary in todays 'blitz' environment.I look forward to a return of the days when safety was actually first; not subservient to 'on-time;' especially when a flight is already late. In this case; it was all purely because [company] couldn't get the aircraft from [gate] XX to XY in a timely manner.




Synopsis: Boeing 737 flight crew reported that several company managers came on board the aircraft and directed operations while flight attendants and crew were trying to accomplish required preflight safety checks.