The OAK agent was actually following the policy, but some situations like yours require some flexibility. Here's the applicable section of the preboarding policy: We will allow one travel companion to act as an “attendant” and preboard with a Customer with a disability. In most cases, the Customer requires assistance from only one other person, and any additional family members or friends are asked to board with their assigned group. So, the agent saying only one other person can go with your wife is technically correct, but the point of that second person is to assist the disabled customer. This would mean your 8 year old would be considered the "attendant" which, speaking from experience with 8 year olds, is probably not the best plan, while you and the other kids wait for family boarding. In the end it sounds like the agent realized the best situation was to allow you to be the helper which then means your entire family preboards. Thankfully common sense prevailed. --TheMiddleSeat
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