Date: 202010
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: Parked
Reporter organization: Air Carrier
Reporter function: Flight Attendant (On Duty)
Reporter qualification: Flight Attendant Current
Human factors: Time Pressure; 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: Aircraft In Service At Gate; Pre-flight
Result: General None Reported / Taken
Contributing factors: Environment - Non Weather Related; Human Factors
Primary problem: Human Factors

Narrative: During boarding we had a guest come on board with no mask on. The A FA was in the midst of making a PA; so I went back to talk to him. I politely asked this guest if he had a mask; if not I could provide him with one. He responded; that he indeed had one. I let him know that he had to put it on. I stood to the side while this guest put away his carry-on bags and got into seat and buckled up. At this point; I informed him that he needed to put his mask on at this time; and I walked up front to inform the A about our interaction. I went back closed some bins and saw that he still had no mask on. This time the A FA went back to this guest carrying some extra masks and asked him if he needed one. He responded to her saying he had one. So she politely asked him to put it on. In a stern and harsh voice; he told her 'I heard you the first time.' The A FA came forward. The Customer Service Agent (CSA) was by the boarding door; and the A informed her on what was going on and the CSA automatically knew who we were talking about. She already had a discussion with this guest about wearing a mask on the plane. He put it on in front of her; but took it off before he got on the plane. We decided that a Supervisor needed to have a talk with him. The A FA informed the Captain on the situation and he went to the back of the cabin; and noticed that this guest was still not wearing a mask.A CSA Supervisor; came onto the plane and removed the guest who was non-compliant with the company's face mask policy.


Second narrative: Passenger in XX4 boarded the aircraft last; with no mask. I was making a PA while the FA D had just started closing bins etc. I noticed he was not wearing a mask after he passed me. D FA asked him to put a mask on and if he needed one. He said he had one. She asked him to put it on and thanked him. He stowed his bag and she again asked kindly to please make sure your mask is on. He did not. The FA walked away. After waiting approximately 5 minutes and no compliance I; the A FA walked backed back to his seat bringing extra masks. I tried to hand him one. He said I have one. And I said; please put it on. He then said sternly and harshly; I heard you the first time.  I walked way. He did not put a mask on. Our Captain walked by to introduce himself to the FAs in the back; the passenger still did not comply.  I asked the agent about him. She said; yes I had to tell him to put it on in order to board.  He complied; so I let him board. He obviously took it off after passing her. He was asked 4 times to comply. I decided giving him a warning before we closed the door was only going to escalate the situation.  We decided to ask the agent to deplane him. As he deplaned with agent he still did not have a mask on nor was he trying to put one on. The crew did not feel comfortable with him going with us.


Synopsis: Air Carrier flight attendants reported a passenger would not comply with face mask policy and was removed from the flight.