Date: 202008
Local time of day: 0001-0600
Location: ZZZ.Airport, US
Aircraft: Commercial Fixed Wing
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Parked
Reporter organization: Air Carrier
Reporter function: Flight Attendant (On Duty)
Reporter qualification: Flight Attendant Current
Human factors: Communication Breakdown
Second reporter function: Flight Attendant (On Duty)
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
Contributing factors: Human Factors; Environment - Non Weather Related; Company Policy
Primary problem: Human Factors

Narrative: Woman and her X-year old child boarded the aircraft; child was not wearing a mask and gate agents let us know that they have asked the mom and child to wear the mask multiple times. My other FA moved the passenger in row XX up so we could move the mother and child towards the back; hoping to make other guests happy; and to avoid complaints about the child not wearing a mask. During compliance; child is still not wearing a mask. FA offers a cookie trying to convince the child to wear a mask. Mother of child informs us she screams and cries when she wears it. Asked Customer Service lead to give a final warning to mother. Was a very uncomfortable situation as we witnessed the mother begin to pull out her phone. Mother was very upset. FA and I tried our best to assure the mother that we realize these times are hard and confusing and we empathize with her for her situation as it was tough for all of us. They both seemed to be happy towards end of flight as we provided snack and beverages to ease the situation.I do not think we should enforce young children to wear masks. Child could possibly have disability and be unable to wear the mask. We are unaware of the family's situation and it is very hard to enforce grown adults to wear masks; let alone young children who don't understand what is going on.


Second narrative: Passenger came onboard with X-year old child not wearing a mask. Gate agent tells me they were told to put it on and the child was screaming. I go to the back with a cookie and kindly ask if she can put her mask on and the mom tries to put it on and the child refuses. I asked if she is willing to sit in row XX so she wouldn't be near any of the other passengers. I moved passengers that were within 3 rows away from the mom and child. The mom looked stressed and her eyes were red. I know our policy is black and white regarding our process and removing a passenger. I felt like moving the passenger was the best thing to do; as I did not want this to turn into another public nightmare. I also asked if anybody felt uncomfortable with the small child taking the mask off at times while she is sitting far from everybody else and they all agreed it was OK. I told Captain the situation and they called a duty officer on their behalf to clear us to leave. The reason for making the exception made sense. She was at least 3 rows away from the nearest person; we avoided a meltdown; she was getting her camera ready and the bathroom in the back was inop so we knew nobody would go back there. I believe no further action was needed. We got guidance on the full procedure from our pilots and everyone was extremely grateful for a resolution to make everyone happy onboard.We need a better mask policy for children; especially if they might have a disability.


Synopsis: Flight attendants reported that a child was unable to wear a face mask due to crying; resulting in a stressful situation. The child and parent were reseated and the situation was resolved.