Date: 202008
Local time of day: 1201-1800
Aircraft: Commercial Fixed Wing
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Reporter organization: Air Carrier
Reporter function: Flight Attendant (On Duty)
Reporter qualification: Flight Attendant Current
Human factors: Distraction; Communication Breakdown; Situational Awareness
Anomaly: Deviation / Discrepancy - Procedural FAR; Deviation / Discrepancy - Procedural Hazardous Material Violation; 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: Company Policy; Environment - Non Weather Related; Human Factors
Primary problem: Human Factors

Narrative: Passenger X seated in XX1 had to be reminded repeated times to stow her backpack and book bag that she let sit in the seat besides her prior to takeoff as well as to please pull her mask up from under her chin that other guests were complaining to me (FA B).  I conveyed what had happed to both FA A and the CA.  Shortly after 10;000 feet as I was heading forward to retrieve a set of headphones for another guest; as I walk by; I find her laying across XX1 and 2 with her head propped up on her book bag on the aisle arm rest; head hanging over into the aisle without a mask.  I tried rousing her quietly with no response from her and then gently tapped her on the shoulder and her exclaiming; 'What?!  What do you want?'  I politely asked her to please put her mask on and cover both her nose and mouth as required and to please ensure her seatbelt remained fastened while the seatbelt sign was on as we were still ascending.  She begrudgingly complied as she continued to complain and others around her asked her to wear it as well.  During service; once again; Passenger X had her mask below her chin as she sat with her foot propped up in the seat and was painting her toenails.  I politely asked her again to comply with the mask requirement and to please not polish her toenails as the fumes were offensive to those around her.  She denied painting her toenails (with polish in an opened [bottle and] nail polish remover pad in hand). I explained to her once again that wearing a mask is a requirement that she had been made aware of prior to boarding and that it wasn't fair to the other passengers and crew on board as everyone else was diligent in complying. I also made her aware that she had been informed several times.  As I started to walk forward to let FA A know what had transpired.  We called the CA and let him know that we were doing and to be prepared in the event that the situation escalated.  The guest in front of her Passenger Y asked if there was something more I could do or move her when suddenly her voice level became elevated and she said 'There!  I pulled the mask up and I have a headache so go away!' Subsequently we (FA A and myself) asked the Passenger Y if he would be more comfortable in another seat and he accepted.  Passenger Y and several other guests commended us for how we handled the situation.  Passenger Y gave his permission for this airline to contact him regarding the situation and events. Passenger X complied for the rest of the flight.  Upon final compliance before landing; Passenger X was asked by both FA A and myself to again stow her bags which she finally did by tossing and kicking them under the seat.  Upon landing she quickly stood; gathered her belongings and hurried off of the plane before rows in front of her stood.  Although we understand the importance of wanting to retain customer loyalty; this kind of behavior should not be tolerated for the sake of one over an entire cabin of guests and employees.




Synopsis: Flight Attendant reported a passenger did not comply with wearing a face mask during flight and exhibited other non-compliant behavior.