Date: 202011
Local time of day: 1201-1800
Location: ZZZ.Airport, US
Aircraft: Commercial Fixed Wing
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Reporter function: Flight Attendant (On Duty)
Human factors: Communication Breakdown; Workload
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; In-flight
Contributing factors: Environment - Non Weather Related; Human Factors
Primary problem: Human Factors

Narrative: During boarding; the passenger originally seated in X2 moved herself to exit row XYA. I was in the back; waiting for the aisle to clear so I could close the overhead bins and brief exit rows. I noticed the customer was in the galley speaking with the forward FA. I wasn't sure what her seat was; so I waited for her to go to her seat before I started walking forward and closing the bins. She grabbed her bag from row X and then sat in XYA; the exit row. I just assumed that was her assigned seat at the time. I closed the bins all the way to the front. I noticed a pilot commuting in row Z who had his mask around his chin and wasn't eating. I requested he put his mask back up and he did. The man behind him in X4 had his mask completely off; so I asked him to put it on and he did. When I asked that guy to put his on; another customer across also pulled theirs up; so I didn't have to ask that third person. I don't recall where the third person was sitting; I only remember they sat in [the area] on the left side of the aircraft. They put their mask up before I asked; so I didn't think much of that.I was quite annoyed that I had to remind so many customers to put their masks up. I briefed the exits like normal. After the door was closed and I did my compliance checks; other flight attendant motioned me toward her before the safety demo. She said that the woman who moved to the exit row was originally seated in [in a different area]; and that many customers had their masks off in that area; so she requested to move else where; and that's why she moved. I told other Flight Attendant that I did notice a lot more than usual with their masks off or down; especially in those first few rows of [that area]. Especially the [commuting] pilot and the guy behind him. Other flight attendant said the woman said something about a crew member not wearing a mask. There were a few flight attendants commuting; too; but they all had their masks on that I knew of. Later; inflight I spoke to the woman who moved; and I apologized and told her that it was not okay that they weren't wearing their masks; and that I did tell them to put them on and they did. She said she was especially appalled that a pilot wasn't wearing one; and said she was traveling to see a family member and was stressed enough. I gave her [a voucher] and offered her wine or beer; which she would have gotten in her [original] seat anyway. She seemed calmer and thanked me a lot.Later; I spoke with the [commuting] pilot and reminded him the importance of wearing masks around customers; and that one did move herself back because he wasn't wearing his. After I told him the first time (before door was closed) to put it back on; he kept it on except when eating or drinking. The man behind him; however; I told twice more (three times total including before door was closed) to put his mask on. Once inflight when I was collecting trash and he was sleeping. He had his mask all the way below his chin; near the collar of his shirt so that it didn't even look like he had one there. And another before landing; when I was doing my final compliance check. There was another guy in main cabin who fell asleep twice and I had to shake him awake and remind him to put his mask up; but his was covering his mouth; it just wasn't over his nose. I checked on the customer in XYA again and told her I spoke with that pilot again; and he has complied with mask requirement since the door was closed. Hopefully he just forgot and takes the mask requirement seriously. I only told him once; so I'm not sure how long he had it off or if he was eating before and just forgot to put it back on. I spoke with flight deck before I spoke with that commuter because our paper work and guest service tool app did not say there was a non-rev seated in Z4. So I asked FD if maybe he was listed as jumpseater; which didn't make sense because there were enough seats for all the non-revs to get on and he had higher priority. So I told FD about the customer complaint about that commuting pilot. When I spoke with him; he said he asked gate agent for a seat without the bulkhead; since he was originally given seat A3. So it seemed the woman who was seated in Z3; was swapped to A3. And the pilot was moved to Z4. I'm not sure exactly.




Synopsis: Flight Attendant reported that many passengers; including a commuting pilot; were not compliant with the face mask policy.