Date: 202011
Local time of day: 1201-1800
Location: ZZZ.Airport, US
Aircraft: Commercial Fixed Wing
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Cruise; Descent; Parked
Reporter organization: Air Carrier
Reporter function: Flight Attendant (On Duty)
Reporter qualification: Flight Attendant Current
Human factors: Communication Breakdown; Workload
Anomaly: 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: Environment - Non Weather Related; Human Factors
Primary problem: Human Factors

Narrative: We had an issue with a family in regards to our mask policy. After we did the demo I walked back to compliance and saw that the mother; in [seat] XX4; the face mask was below her nose and when I got closer she pulled it up. The three kids in [seats] XX 123 pulled their masks up and kept them on. I turned to the mother and said that 'I need your mask to stay over your nose at all times.' As I'm saying this she has it pinched between her finger pulled away from her face. She snapped back; 'It's there or it's covering' something along those lines and dismissively continued her conversation with the woman across from her. When I walked to the front of the plane before the demo I told the woman in XX3 to follow the mask policy so XX4 knew we were enforcing it. After my first encounter I informed the crew that I already talked to her and received attitude back and for them to keep an eye out.My second encounter was shortly after that when I went to pass out the [snacks] to the family next to her. As I walked up the mask again was down below her nose and when she saw me there she moved it up. I told her I really need her to keep the mask up and she snapped that it was up. I said it wasn't a moment ago and that I didn't want to have any issues on this long flight. Her responses to that was did I know that the politicians didn't believe in masks and I told her that this wasn't political; it was me doing my job to enforce our policy. She continued to give me attitude and talking about it was political. I went to the back and informed Flight Attendant (FA) C and D how my second encounter went and that she would be an issue the remainder of the flight and I strongly believe we should give her the Warning. They both offered to be the one to talk and give it to her. Flight Attendant C took care of that.While passing out the snack mix; I got to the row the husband was in. He asked for the wife's snack and his mask was down and FA D asked him to make sure his mask was up. XX4 had some kind of response that I missed but FA D told her not to have attitude towards us when we were just doing our job. Then she responded as a victim; saying she's been yelled at the whole flight and that she has been talking to us respectfully and not yelling at us. Which is not the truth because my encounters with her were very unpleasant; disrespectful and had the intent to belittle me and the policy.The remainder of the flight the entire family didn't comply with the mask policy. Their son rarely had the mask on when I passed; the daughters below their nose and the husband as well even though he would pull it up as we passed by. We all spoke to the family at one point and most of us multiple times. The mother was constantly having the mask below her nose or pulling the mask away from her face as she spoke to her kids and the woman across from her. I also was informed that another guest moved his seat because he was so uncomfortable sitting in front of them. I was told after everyone was off that they didn't have their mask on properly while deplaning either.




Synopsis: Flight Attendant reported a family would not comply with face mask policy.