Date: 202008
Aircraft: Commercial Fixed Wing
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Cruise
Airspace: Class A ZZZ
Reporter organization: Air Carrier
Reporter function: Flight Attendant In Charge
Reporter qualification: Flight Attendant Current
Human factors: Workload; Communication Breakdown; Distraction
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: Human Factors
Primary problem: Human Factors

Narrative: I was the Purser on flight. During boarding and after takeoff; all required announcements including the announcement regarding the wearing of face masks were made.  As I took meal orders; I observed the Passenger X; [was] not wearing a face mask.  I advised her of the mask policy when I took her lunch preference.After takeoff; I once again observed that she was not wearing her mask.  The primary service was being served; so I decided I would monitor her for compliance once the meal service was complete.As I did a final pickup; I once again observed Passenger X not in compliance with the mask policy.  She was sitting in her seat; not consuming any food or beverages; and her mask was laying next to her seat. I made an additional PA regarding the mandatory mask policy hoping she would hear the PA and comply.  I waited approximately 10-15 minutes to see if she would wear her mask.   I approached her and said; 'Hello again; I'm the purser on today's flight.  I know I reminded you earlier about the mask; please understand that it is a requirement that it be worn unless you are actively eating food or drinking a beverage.'  She rolled her eyes and said; 'I am drinking;' as she held an empty blue plastic cup at her chin.  I explained to her that I had observed her not wearing the mask since prior to takeoff and that I needed her to comply for everyone's safety.  As I turned to walk away; she took the mask and threw it in the aisle. I looked at the manifest and discovered that Passenger X was a non-revenue passenger.I contacted the cockpit to advise the Captain of the situation.  The Captain advised me to inform Passenger X that she must comply with the mask wearing policy.  If she refused; he was going to have the aircraft met upon arrival in ZZZ1.  I retrieved one of the mask policy slips that explains the mask policy and once again approached Passenger X.  I asked her to confirm her last name as I wanted to be certain that it was truly her occupying seat XA.  She confirmed her identity as well as confirmed that she was traveling as a non-revenue passenger.  I gave her the form and explained in great detail that failure to comply with the mask policy would likely result in severe disciplinary action. I explained that the policy is mandatory and that the Captain wanted me to inform her that failure to comply would result in the aircraft being met upon arrival in ZZZ1.  She had requested more alcohol to drink so I informed her that the Captain and I had made the decision to not serve her anymore alcohol since she was being belligerent.  She put her hand up towards my face; shook her head and said 'really? This is so messed up. %$#%#!  (Yes; she used the %$#%# [language] towards me) The mask that she pushed into the aisle was still there so I had another mask with me as I didn't want her to wear a mask that had been in contact with the floor.  I asked her if she would like a clean mask. She accepted my offer of a mask.  I then informed her that I would pass along to the Captain how she responded.The FO exited the cockpit for a break shortly after my conversation with Passenger X.  FO also observed Passenger X sitting in seat XA without wearing her mask.  I once again contacted the cockpit and advised the Captain that Passenger X was still refusing to comply and that FO also witnessed her being non-compliant. Shortly after FO went on her break; I observed Passenger X put her mask on the right of her seat and pull the blanket up over her head.  She kept her head covered until we prepared the cabin for landing.  As we did final safety checks; I observed her remove the blanket from her head.  She was not wearing a mask the entire time she had her head under the blanket.Upon arrival in ZZZ1; the plane was met by two Customer Service Managers as well as In-flight Supervisor.  I explained the situation to all three ladies and I identified Passenger X as she exited the aircraft.




Synopsis: Flight Attendant reported a passenger was non-compliant with face mask policy.