Date: 202009
Local time of day: 1201-1800
Aircraft: Commercial Fixed Wing
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Cruise
Reporter organization: Air Carrier
Reporter function: Flight Attendant (On Duty); Flight Attendant In Charge
Reporter qualification: Flight Attendant Current
Human factors: Situational Awareness; Communication Breakdown
Second reporter function: Flight Attendant (On Duty)
Anomaly: 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: Human Factors; Environment - Non Weather Related; Company Policy
Primary problem: Human Factors

Narrative: During boarding Flight Attendant B let me know there was a passenger who was speaking on her cell phone while not wearing a mask. Flight Attendant B asked her to put the mask on and the passenger said she can't talk on the phone through a mask. Flight Attendant B insisted and the woman begrudgingly put the mask on. As I passed by the passenger she was again not wearing the mask and speaking on her phone. I stood by the seat in front of her waiting for a good break in the conversation for a time to talk with her and she wrapped up the conversation and said sorry and put the phone away. I told her it wasn't an issue with the phone; but the health and safety of those around her. She put her mask on. Shortly thereafter as we were preparing the cabin for departure I noticed her mask was below her nose. She was wearing her headphones and did not hear me; but when she saw me she pulled the mask up over her nose. Based on the attitude she gave Flight Attendant B and the fact that the mask was off again when I came by; and then not properly worn a third time Flight Attendant B and I concurred that if we had to speak with her again it would merit a disciplinary action. We also told the flight deck this; so that they would be aware. Throughout the flight we did have close eyes on her; as one does when a passenger has already exhibited behavior that is against the rules; but I tried not to hound on her. During service I saw her and some others wearing their mask below their nose or off in the long times between sips and I made a PA asking everyone to be compliant (in no way singling her out).Once it came time for final compliance for landing I came back through and again her mask was fully below her nose. I stopped and kneeled down and told her that we had already spoken with her about the mask and that wearing it under the nose does not comply. During the conversation that followed she did not pull her mask over her nose until after I had walked away.She told me that she has a medical condition that makes her light headed and that she has been doing her best with the mask. I told her that while for several months we had mask exemptions for medical cases for the last month it has been mandatory regardless of individual. She asked me for my full name and asked if she could take a picture of my name tag. I told her I was not comfortable giving my last name but if she reached out to the company they would know who I was. She said that I was rude for hounding her and briefly said the word 'Nazi' in reference to my strict adherence to the mask policy and 'targeting' of her.The specifics of timing between what was said during this conversation and what was said in the conversation after I brought disciplinary action and later during final compliance all kind of meld; but these things were said.She said that it was wrong to single out people who have medical conditions and that they don't have to share what the condition is. I reminded her that at no point did I ask her what her condition is and that she only shared that she had a condition at the end of the flight after things came to a head. I also explained again that regardless of condition the mask policy is for anyone who wants to fly.Some guests in the nearby rows thanked me for sticking to the policy as they had had concerns with the passenger in question not wearing her mask throughout the flight. I did my best to thank them for their support; but also to not rile up the non-compliant passenger nor the woman across the aisle who seemed to have befriended and come to the passenger's side (however this woman never spoke up to me or in my earshot). I did not want to put passengers against each other or cause more disruption.Passenger also said that she was not planning on flying [Airline] ever again. We let the Captain know [of the situation] and he called ahead to have a Supervisor meet passenger. During deplaning several of the other passengers that were in surrounding seats and had spoken up again thanked me for the way I handled the situation and said they'd be writing in to the company.


Second narrative: Passenger was sitting in seat XX1. When securing the cabin before door closure she was on phone and had mask looped on one ear and hanging down and I asked her to put it on she said 'but I can't talk on the phone with it' and I said 'I apologize but it has to be worn over your nose and mouth at all times it is our policy' then she just looked at me with an attitude and then I asked her again if she could please put it on to which she said 'sssuurrreeee' and put it on. Then I informed another FA and told him to keep an eye on her and then he immediately walked through the cabin and she had it off again; not even one minute later. So he also asked her to put it on. After safety demo passenger had mask on but not covering her nose FA A asked her to pull it up and make sure it is covering both her nose and mouth.Inflight there were times she took exaggerated time to eat and drink. As were others in the cabin so we made a PA; (overall I bet we made 20 mask policy PAs during the entire flight).Then during descent FA A observed her with it off again. I seen him having a conversation with her so I approached and he mentioned to her the policy and the reasons and the procedure and then told her he would be back.He said she said she knows the policy. And around that time she mentioned to him that she was trying her best but she has a medical condition. She continued to argue with him and ask for his name to file a complaint. Passengers in front of and behind her gave thanks to FA A for enforcing the policy and said he handled it well. I do believe she overheard them praising him. We notified Captain and he informed [the] arrival station.


Synopsis: Flight attendants reported a passenger did not comply with face mask policy during flight.