Date: 202103
Local time of day: 1801-2400
Location: ZZZ.ARTCC, US
Aircraft: Commercial Fixed Wing
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Cruise
Airspace: Class A ZZZ
ATC / advisory: Center ZZZ
Reporter organization: Air Carrier
Reporter function: Pilot Flying; Captain
Reporter qualification: Flight Crew Multiengine; Flight Crew Instrument; Flight Crew Air Transport Pilot (ATP)
Human factors: Communication Breakdown
Anomaly: Deviation / Discrepancy - Procedural FAR; Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
Detector: Person Flight Crew
When detected: In-flight
Result: General Police / Security Involved
Contributing factors: Environment - Non Weather Related; Human Factors
Primary problem: Human Factors

Narrative: Approximately 20 minutes after departure I received a call from the Flight Attendant that we had a couple passengers that weren't complying with the mask mandate and asked me to make our announcement reminding passengers of the Federal mask mandate. I made our announcement. Just prior to going through sterile flight deck period the Flight Attendant called again with passenger seat numbers X3 and YX4 and asked me to relay non mask compliance to the station. We made several attempts to contact Operations. After being unable to do so I sent an ACARS to Dispatch notifying them of mask non-compliance and asked them to have a CSR meet the aircraft. Being so close to the destination we elected to continue to the destination. After landing we tried several more times to contact Operations on taxi in and were unable to do so. Upon arriving at the gate the CSR came on board and informed me they had LEOs waiting at the counter and the TSA had been notified but she wasn't sure if they were sending a representative to speak with the passengers. She requested keeping the passengers on board for several minutes; so they could make sure everyone was prepared to receive the passengers. Given the all clear; the passengers disembarked without incident.The Flight Attendant mentioned she made multiple announcements and handed the passengers the information describing the penalties for non-compliance that are included in the packs of masks/alcohol wipes. It sounds like she made every available effort per SOP to have the passengers comply with the mask mandate. As states continue to withdraw mask mandates I foresee this becoming an increasingly widespread issue. I thought the idea of handing the passengers the information card was a very smart idea as seeing this in writing may carry more weight. Perhaps aircraft can be stocked with additional copies of these cards to hand out. Also our current guidance on the mask mandates in the flight crew memo make this policy sound like it is just per company policy. Updated guidance stating that this is a Federal mandate may make it more clear to the passengers that this is a serious federal violation. Every day we see passengers wearing masks that are not allowed on our flights and have to be given masks the meet standards; gate agents policing masks that required standard would also be helpful.




Synopsis: Air carrier Captain reported passengers not conforming with face mask policy during flight and had personnel meet the aircraft on arrival.