Date: 202012
Local time of day: 1201-1800
Location: ZZZ.Airport, US
Aircraft: Commercial Fixed Wing
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Taxi
Reporter organization: Air Carrier
Reporter function: Flight Attendant (On Duty)
Reporter qualification: Flight Attendant Current
Human factors: Time Pressure; Workload
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
Detector: Person Flight Attendant
When detected: In-flight; Pre-flight; Taxi
Result: General None Reported / Taken
Contributing factors: Environment - Non Weather Related; Human Factors
Primary problem: Human Factors

Narrative: While doing my countdown/brief down; there was a passenger in [seat] XX1 complaining about the passengers in [seat] YY3 and [seat] YY4 that were not being compliant about the mask being over their nose and mouth. I immediately told the passengers in YY3 and YY4 to place their mask over their nose and mouth; which they complied. While I was waiting for the pilots to finish up the last of the paperwork; so I can close the main cabin door; the passenger from XX1 came up to me to complain about the passengers again in YY3 and YY4 that were not being compliant about wearing their masks. The passenger from XX1 proceeded to ask me what the consequences were for people who don't comply with wearing their masks so I told him that I would speak to the Captain. I told the Captain to make an announcement about wearing the masks over their nose and mouth for the duration of the flight and in the next few seconds the Captain made the announcement and everyone was in compliance. It was then time to close the main cabin door and begin the safety announcement. I started the beginning of the safety announcement and the passenger from XX1 walked right up to me to complain yet again about the passengers in YY3 and YY4. I told the passenger that I am doing the safety announcement and I have to do my Flight Attendant duties but I will come to address the issue. The passenger was not pleased with my response because he wanted me to address the issue right at that moment; but I only have a finite amount of time to do the safety announcement and do the last of my Flight Attendant duties before takeoff. After the safety announcement was complete; I went to the passengers in YY3 and YY4 and told them to keep their masks over their nose and mouth. One of the passengers said that he was drinking his beverage so he forgot to put the mask back on. I reminded both passengers to keep their masks on and comply with the policy in order to avoid any issues in the future. Both passengers made some remarks and was upset that the passenger from XX1 was complaining about them so much. I even offered to give them additional masks because the face covering that they had on was sliding off their faces. The passengers refused to receive the additional masks and said that they would comply. In the end; both passengers from YY3 and YY4 complied so that we could depart safely. While inflight; I made several announcements about all passengers keeping their masks on for the duration of the flight and that everyone had to comply with this policy. The passenger from XX1 did not come to me to complain at all during flight or after taxi. I assumed that he was satisfied with the results of what happened and the passengers in YY3 and YY4 remained compliant with the mask policy.




Synopsis: Flight Attendant reported two passengers would not initially comply with face mask policy. Both passengers complied after another passenger began complaining about them.