Date: 202012
Local time of day: 1201-1800
Location: PIT.Airport, PA
Flight conditions: IMC
Light: Daylight
Aircraft: Regional Jet 900 (CRJ900)
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Cruise
Reporter organization: Air Carrier
Reporter function: Captain; Pilot Not Flying
Reporter qualification: Flight Crew Air Transport Pilot (ATP); Flight Crew Flight Instructor; Flight Crew Multiengine
Human factors: Communication Breakdown; Distraction; Situational Awareness
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
Result: General Police / Security Involved
Contributing factors: Environment - Non Weather Related; Human Factors
Primary problem: Human Factors

Narrative: While boarding for our ZZZ-ZZZ1 flight; the Fwd FA came into the flight deck to tell us about a rude passenger. Passenger boarded the plane without wearing a mask and took a seat in X1. The Fwd FA approached and reminded passenger about the required mask policy. Passenger reluctantly complied and as the FA turned to walk away; the passenger called her an '[expletive]'. After the FA informed us about this; I first asked the FA if passenger is being disruptive. The FA stated that passenger was not. I then asked if she would like me to go speak to the passenger. The FA stated that was not necessary. Finally; I asked if she would like me to request a customer service representative. The FA again said no; the situation is under control and she would let us know if the problem continues. I messaged my Dispatcher to keep them in the loop of what was said. We pushed; de-iced; and while taxing to our assigned runway; I asked the FO to call and make sure there were no further issues in the back. The FA stated that the passenger had fallen asleep; so we elected to continue. About mid-way through the flight; the Fwd FA called up and stated that the passenger had woken up and was starting to cause some disturbances. The FO was already the PF and I asked him to take radios as well. The passenger asked for a cup of water so passenger didn't have to wear the mask because she was 'drinking'. The FAs let this go on for about '30 minutes' (quoting them) and the passenger had not drank any of the water. Passenger again was non-compliant with the mask and both FAs asked passenger three times to wear the mask. At this point; I sent another message asking for a customer service representative to meet us at the gate in ZZZ1 and explained to the Dispatcher everything the FAs had told me. About 5 minutes after that; the Fwd FA called up again. Again; I told the FO his controls; his radios. The FA then explained that the passenger was now starting to 'scream' on the plane and yelled very loudly; '#@%^! I'm not from [foreign country]!' While doing this; proceeded to flip off both FAs. I again messaged our Dispatcher with this information and now requested Security along with the customer service representative. The FAs and I talked back forth regarding passenger danger level. The passenger was remaining in the seat and making no other threatening gestures; so we did not see the need to declare an Emergency. We continued the flight to ZZZ1 with no further incidences. After landing; I had the FO call Ops just to make sure a customer service representative and security were waiting for us at the gate. Upon arrival into the gate; a customer service representative and security officer where indeed right there. The customer service representative immediately came onto the plane and removed the passenger.The FAs did not make any indication and no one told me they suspected the passenger was drunk. Seems as if passenger was just a genuinely disturbed person.We probably should have gotten security or customer service involved at ZZZ because of the name calling. Because the passenger had put on the mask and was making no further threatening behavior; we decided to make a note of it and continue. We all agreed though; that if passenger made one more derogatory comment; we would most likely be removing passenger from the flight. We had no further problems until mid-flight.




Synopsis: Air carrier Captain reported a passenger was not compliant with mask policy and being disruptive. Captain reported multiple interruptions during the flight in order to communicate with company about the situation.