Date: 202009
Local time of day: 1801-2400
Aircraft: Commercial Fixed Wing
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Cruise
Reporter organization: Air Carrier
Reporter function: Flight Attendant In Charge
Reporter qualification: Flight Attendant Current
Human factors: Situational Awareness; Distraction; Communication Breakdown; Workload
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
Detector: Person Flight Attendant
When detected: In-flight
Result: General None Reported / Taken
Contributing factors: Environment - Non Weather Related; Human Factors
Primary problem: Human Factors

Narrative: Passenger X in XX4 was non-compliant wearing his mask and following COVID-19 company/CDC mask policies. During boarding for the Passenger X was the last passenger to board. He came on with a mask in his hand. I was the A Flight Attendant (FA) and informed him of the mask requirement. I told him; 'The mask must be on for boarding and remain on the entire flight covering your nose and mouth.' He put his paper mask on and asked where his seat was since he couldn't remember. I looked up his seat number and it was XX4. After he sat down he took his mask off again according to the aft flight attendants. FA1 and FA2 both instructed him to put his mask on covering his nose and mouth. He complied when asked; but then removed it again during walk through before takeoff. FA1 came forward and told me about taking his mask off again. He said he lost his mask so she brought him a new one from our kit and he put it on. After takeoff during service he again had his mask off. The aft flight attendants again told him he must cover his nose and mouth.After discussing his non-compliance repeatedly with the COVID-19 mask policy we decided the next time he had it off we would issue a final warning. About an hour before landing in ZZZ a couple [of] passengers came forward to complain about a man not wearing his mask at all. I went back to talk to him and it was Passenger X in XX4 again. He was making those around him uncomfortable and they said he would take the mask off as soon at the flight attendants would walk away. I issued him a warning and explained to him that this was his final warning about not wearing his mask. He said he lost his mask again. I went and got him a new mask out of the flight attendant kit and explained again that it must cover his nose and mouth. I instructed him to read the policy and that if he violated the mask policy again he would be reported and banned from flying on our airline. He put on his new mask and acknowledged that he understood. During final descent as I was sitting in my jumpseat and Passenger X leaned in the aisle and removed his mask. During taxi to the gate he stood up and started walking. I got on the PA and said 'Please; remain in your seat with seatbelts fastened with masks covering nose and mouth.' He sat down but did not put his mask on. Passengers around him were shaking their heads.We didn't call to the gate for him to be met because we were almost there. When we reached the gate I informed the Customer Service Agent (CSA) about the situation. The CSA asked if we wanted the police; but we decided that since we were ready to deplane it wouldn't help. The Captain pointed Passenger X out as he was deplaning with no mask. He said that Passenger X was the same passenger that was an issue on his previous flight for not wearing a mask.  As Passenger X passed me during deplaning I explained that since he was not compliant to COVID-19 policies and our mask mandate he was getting reported as I warned he would during the flight. He just laughed and kept walking. He violated our COVID-19 mask policies repeatedly even with several warnings.




Synopsis: Flight Attendant reported a passenger refused to adhere to face mask policy.