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: Parked; Cruise
Reporter organization: Air Carrier
Reporter function: Flight Attendant (On Duty)
Reporter qualification: Flight Attendant Current
Human factors: Communication Breakdown; Workload; Physiological - Other; Distraction
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
Detector: Person Flight Attendant
When detected: In-flight; Pre-flight
Result: General None Reported / Taken
Contributing factors: Environment - Non Weather Related; Human Factors; Company Policy
Primary problem: Environment - Non Weather Related

Narrative: I was working from ZZZ to ZZZ1. I was working in the AFT position. As I was in the back I watched the passengers as they were boarding; even helped a few out with questions. I noticed Passenger X and Y seated in seat XX3 had her mask under her chin and XX4 did not have on a mask at all. Once everyone was settled and I was able to move toward the front of the cabin I approached the passenger who was seated in seat XX3 and I told her she must put her mask on over her nose and mouth. She has the mask under her chin. I then noticed the child seated in XX4 did not have on a mask at all. I then asked passenger seated in XX3 (the mother) How old is your daughter?' She then responded "She's four (4)' I then told her that the little girl had to wear a mask as well. She immediately told me 'No; she doesn't like that and how do I expect her to breathe?' The little girl was very aggressive towards the mother and began yelling at her and telling her 'No; No; Nooooooooo....' She also pinched and hit at her mother for talking to her in their language about the mask. I politely explained to the mother the company's policy and she then said 'Ok' She pulled out the child's mask from her pocket and placed it on her face. The little girl snatched the mask off; threw it on the floor and yelled out 'NOOOOOOOO!' in her mother's face. I told the Captain what was going on and gave him full details.So once the door closed and we did our safety demo and was sitting waiting to push back both passengers seated in seat XX3 and XX4 had their mask down and off. I went back to her and told her (the mother) that she had to keep her mask on. She looked at me and rolled her eyes and she put the mask back up on her face. I offered to give her another mask (that are provided on the aircraft) she said 'No!' The passenger seated in the exit row seat looked surprised and began shaking their heads at her (the mother & child's behavior) The child was not listening to her mother and she kept screaming at her. The mother was trying to negotiate with the child but she was not paying her any attention. I told the Captain and he told me to go back to the passenger and tell her that they must wear the mask or we will re-open the door and have them removed from the aircraft. She then responded 'Ok; we will keep it on.' So once we get in the air and we get the 10;000 chime I get up to walk toward the galley and I pass seat XX3 and XX4 they both have their mask down and not on at all. It was the same exact thing I spoke to her about on the ground twice. I then had to tell her for the third time to put her mask back on her face covering her nose and mouth.Once service was done and I went to collect the garbage passengers seated in XX3 and XX4 was non-compliant once again. They were the only passengers on the flight who has to be spoken to on several times about the mask. At this point I issued a policy violation to her and as she was reading it she began to challenge me on the wording of the card. She said the violation stated kids two (2) did not have to wear a mask. I was confused because the child was four (4) going on five (5). This passenger was trying to find reason as to why her child should not wear a mask or why she could have her mask under her chin or top lip. After reading it she put the mask on both herself and the child. The child looked up and rolled her eyes at me because her mom said something to her in their language about her wearing the mask. Once we deplaned; I told the Captain that I had to issue the policy violation to her and that I was going to write a report about the incident and he said 'Ok.'"




Synopsis: Flight Attendant reported a mother and young daughter would not comply with face mask policy.