Date: 202009
Local time of day: 1801-2400
Location: ZZZ.Airport, US
Aircraft: Commercial Fixed Wing
Operator: Air Carrier
Operating under: Part 121
Mission: Passenger
Flight phase: Taxi
Reporter organization: Air Carrier
Reporter function: Captain
Reporter qualification: Flight Crew Air Transport Pilot (ATP); Flight Crew Instrument; Flight Crew Multiengine
Anomaly: Deviation / Discrepancy - Procedural FAR; Deviation / Discrepancy - Procedural Security; Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
Detector: Person Flight Attendant
When detected: Taxi
Result: Flight Crew Returned To Gate; General Flight Cancelled / Delayed; General Police / Security Involved
Contributing factors: Environment - Non Weather Related; Human Factors
Primary problem: Human Factors

Narrative: I was the Captain for Flight ABCD. We had a Gate Return incident due to 4 passengers that were disruptive; rude to the FA and would not comply with the ZZZ Airport Mask Policy or the airline Mask Policy. After boarding; the four passengers; seated in seats XX1/2 and XY1/2; intermittently refused to wear their face masks; that is; they would play games and pull their masks off when the FA was away; and then they would put the masks on when the FA would return near them. I was advised of this; and I noted it. I had already made my 'welcome aboard' speech; in person as always; in the main cabin; to the passengers and had thanked everyone for 'complying with the Mask Policy;' so everyone knew the expected 'standard' of behavior and compliance. After we pushed back from gate X; and were halfway to the taxi spot; when I received a call from the FA. She told me the 4 passengers were once again 'playing games' and claiming they did not intend to wear their masks. I made a PA announcement stating that if the passengers did not comply and wear the face masks we would be obligated to return to the gate and deplane the offending passengers. After my PA announcement; the rear FA told me the 4 offending passengers had stated they 'would comply.'We continued to taxi to Runway XXR; but just short of XXR/L; I was called again by the FA indicating the 4 passengers were not wearing their masks and were harassing her and being rude to her; calling her names; and asking why was she [was] bothering them over a simple 'mask issue.' I stopped the plane; had the FO call Ground and OPS in ZZZ to coordinate a Gate Return; and we were given taxi instructions to return to gate X. I also asked the Ground and OPS personnel to call the ZZZ Airport Police and have the Police and a customer service team meet my plane at gate X. After taxiing back to gate X and shutting down the engines and completing the checklists; I asked the passengers to remain in their seats while we waited on the customer service and Police team to arrive. The senior customer service manager asked me and the FAs if the situation could be 'de-escalated or downgraded;' and I told him this was a flight safety issue; and with the show of regulatory non-compliance; plus the verbal harassment and abuse of my aft cabin FA; I did not want those 4 passengers to remain aboard or continue on the flight; as they were probably going to continue their abuse of the FA as well as their non-compliant attitude.I asked for the 4 passengers to be escorted off the flight; and once they were removed from the cabin; the whole remaining passenger load broke into applause for me and the crew. I apologized that we would have a delay on the flight; as we now needed to get fuel and a new release. All this was coordinated with Operations and Ramp Tower. Once we were fueled up and re-released; we proceeded to execute our assigned flight to ZZZ1 without any further incident; and in a safe manner. The FA that had been harassed and verbally abused was visibly shaken by the incident. After arriving at the ZZZ1 airport and shutting down at the gate; the passengers once again broke into applause for our crew; and as I said 'good night' to them at the front of the cabin during the passenger deplanement; many of them once again thanked the crew; and me personally as the Captain; for showing such leadership and desire to protect their health and safety. Unfortunately; our arrival into ZZZ1 had been delayed about 2 hours; due to the return to gate and getting refueled for the second flight; but not one passenger complained about being late; rather they expressed thanks at our concern for their safety.Cause: Because the four passengers seated in seats XX1/2 and XY1/2 did not want to comply with the Mask Policy and refused to wear their face masks properly; in addition to being verbally abusive and offensive to our aft Flight Attendant.I firmly believe that we need to emphasize to our pilots; and especially our Captains; that they 'are in charge' and we expect them to make the tough decisions; even if it's inconvenient or will cut into your hotel rest time. Our passengers expect no less; and our FAs deserve no less. Flying is not about just 'operating the plane' it also implies using your common sense and judgment and maturity to deal with incidents and situations that need to be dealt with; harshly at times; to prevent or avoid and unsafe situation later. I have been a pilot for over XX years; XY of those years as a Captain; and sometimes I wonder if we are still teaching our younger crews not just how to fly the nice TV screens; but how to make decisions. The FA related several prior events where young captains were not completely sure of what to do with passenger misbehavior; or if their potential action might 'upset the customer.' I humbly suggest that keeping the Captain firmly in charge; trained to expand his/her team by reaching outside his circle as necessary; and empowered to take whatever decisions are necessary to have a safe flight is highly important; even in this new world of highly advanced automation.




Synopsis: Air carrier Captain reported returning to the gate to remove four passengers who were disruptive and refusing to comply with face mask policy.