Date: 202011
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)
Human factors: Communication Breakdown
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
Contributing factors: Environment - Non Weather Related; Human Factors
Primary problem: Human Factors

Narrative: Customers in XX1 and 2 didn't know each other and asked me if they can move because they didn't think they could be seated next to each other. I told them once we're finished boarding we can see if there's empty seats or you can talk to the gate agent if not. One of them sits across in XX4 for time being. Customer Service Agent (CSA) comes on and says someone else is assigned that seat. He goes back to see who should be in that seat; comes back and finds him sitting in row XY next to someone; I guess they knew each other. So the other customer stays in XX4.The customer in Y2 was also seated next to a stranger; and asked about moving up to row 1. I said unfortunately because we have seating caps; first class is at its max up there. I said once CSA comes back you can talk to him. I go to get a trash bag to collect the purell wipes; and he's right behind me when I turn around. I was confused why he was there all of a sudden. He said he would go talk to the gate agent. I told him to make sure he has all his bags if he's stepping off; but didn't understand why he didn't just wait for GA to come back. Because he had to come back to sort out the customers in row XX. And he asked why he had to take his things; thinking that meant he'd miss the flight. I asked why not just wait in your seat until the gate agent comes back; and he calmed down and nodded; saying that's a better idea. I guess he didn't hear me when I initially told him to wait for CSA to come back. Then CSA comes on and finishes sorting [out] XX12. Then he talks to Y2 and says exactly what I told him about seat caps; maybe he told him something more I'm not sure. Y2 kept complaining about the whole row 1 being open; and why can't he sit there; as if nobody explained the covid seating caps to him (both me and CSA did).Then; I finish collecting wipes and notice XX2 has a lace mask. Like lacey dress or underwear material; super thin with holes in it. And I ask if she has a regular mask without holes; or we can give one to her. And she has a startled/insulted look on her face; and says how she needs the holes because 'I can only breathe out of my left nostril.' I told her if it's a medical concern; it's not showing up on our end; and we weren't informed of any passengers with medical exceptions. So we would need to talk to the CSA and get that on your booking; so you can get an exception. And then she says how she flew with that mask from ZZZ; and it was fine. I told her it was possible nobody noticed on those flights; and unfortunately it's not allowed. Even if nobody else noticed before; that doesn't mean I can ignore it when I notice.So I go back up and flag down the CSA as he's closing the jetbridge doors. And I ask him about any medical exceptions; and he said nobody was approved for that and that he didn't notice anyone with a lace mask. So he says he'll be back with a mask. We have masks onboard but it was better he did that because she was already giving me attitude about it. He comes back and asks who it was and I said XX2; one of the ones we were talking with earlier. He goes back and gives her the mask and comes back saying how she told him that she wore that mask from ZZZ and I that he told her that it doesn't matter what happened on previous flights. Basically the same stuff from when I spoke to her.She got past him during boarding; then the other FA up front; then me in back during the whole seat issue; and then the GA again when he helped with the seat issue. And it wasn't until near departure time that I even noticed. So I think there's a good chance that on her other flights; those CSAs and FAs didn't notice either.Also; it was obvious she didn't have a medical exemption because she told me she needs a hole-y mask since she can only breathe out of 1 nostril. What I did not tell her was that she was speaking to a FA who hasn't been able to breathe out of either nostril in years because of a medical issue; and I was wearing a regular mask just fine. Iwould feel blessed if I could breathe out of even just one nostril. Somehow she didn't think that breathing out of one's mouth alone is possible in a mask. And I know I'm not the only FA with a similar sinus issue; too; and we all wear regular masks.




Synopsis: Flight Attendant reported that several passengers had seat location issues and another passenger was not wearing a proper face mask.