Date: 202012
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: Situational Awareness; Confusion; Distraction; Communication Breakdown; Training / Qualification
Anomaly: Deviation / Discrepancy - Procedural FAR; Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
Result: General Flight Cancelled / Delayed
Contributing factors: Human Factors; Environment - Non Weather Related; Company Policy
Primary problem: Environment - Non Weather Related

Narrative: During boarding; the gentleman in [seat] XX1 got my attention to ask if he was in the right seat; so I looked and tapped on each person in the row to confirm for him. That is how I noticed the X Family was a party of 4. The mother was holding the child and I asked if the child was a seat or a lap as I didn't have her as a lap child in my list; but in her own seat. She said she has her own seat. And I asked if she was over 2 years. The mother said yes. I asked if they had a mask for the child reminding them of our policy and also reiterated that the child would need to be in her own seat for takeoff (FAR); landing and whenever the seat belt sign was on. The father stated that she's only two. I said yes; she's over two that's why she's required to have and be in her own seat. The father also said they were traveling internationally. (I believed they were traveling internationally when we got to ZZZ; but later in this situation the Supervisor who spoke to the family ascertained that they had come in from ZZZZ on Aircraft Y; where apparently the situation was not addressed on that flight).I offered to bring a mask and did. I informed the Purser and cockpit that there was both issues. While I was closing bins I walked past the family and they had made no attempt to rectify the situation. I also had to remind the father twice to fix his own mask. When there was no attempt to address the non masked child by the family I chat text for a Supervisor to address the situation since the door was open. The first Supervisor went to the seat and was there for a few seconds; I was concerned that it didn't appear the situation was addressed by the reaction of the family. The child still didn't have a mask on and no motion to attempt. I approached the Supervisor and asked him about it. He said he told the family. I informed him that I walked by their row and the child wasn't wearing a mask nor was there any attempt to get the child to wear one. The purser also spoke to the family.Another Supervisor came; and spoke to the family. I stayed at the front of the cabin to let them deal with the situation. Supervisor 2; Inflight supervisor came as we were now taking a delay.Supervisor 2 said that they could make an exception to the mask policy.I; as an employee who is required to be masked with verbalized and written termination warning from my company if I do not remained masked at work; is now telling me that exceptions can be made onboard the aircraft for passengers. I have never heard of this and am not aware of documentation of this.The passenger knows the child isn't allowed to be a lap child and they know that anyone over two is required to be masked.While I realize it's difficult for a young child I also acknowledge that Airline chose to pick this age for mask requirement likely to coincide with the FAA mandated age seat requirement. There is ample notification for these policies (during booking and check in); passengers personal responsibility is a choice. As is proactive parenting. After more than two decades of flying there are quite frankly cultural differences/ beliefs of non-compliance and this presents itself as complete lack of acknowledgment of our policies (or FAR's). I completely acknowledge that the flying public is a challenge at times; most follow the rules. This includes me; especially at work. While I'm completely capable of sympathy; compassion and compromise... I'm absolutely not when it comes to safety.I applaud Airline for enforcing the mask policy. I would encourage them to strive for consistency on a multitude of other safety issues that appear at times to go by the wayside in favor of on time departures and convenience. It is this mentality that creates inconsistencies and quite frankly makes my job harder to do.




Synopsis: Flight Attendant reported issues with a family of four who had a 2 year old who did not want to wear a face mask.