Date: 202008
Location: ZZZ.Airport, US
Light: Night
Aircraft: Commercial Fixed Wing
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Parked
Airspace: Class B ZZZ
Reporter organization: Air Carrier
Reporter function: Flight Attendant (On Duty)
Reporter qualification: Flight Attendant Current
Human factors: Communication Breakdown; Distraction; Situational Awareness
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: Human Factors; Environment - Non Weather Related; Company Policy
Primary problem: Human Factors

Narrative: I am reporting this due to minimum crew onboard. During the boarding process from ZZZ-ZZZ1; I noticed that a passenger in the jetway was not wearing a face covering. When she entered the aircraft; at the forward entry; I politely asked the passenger if she had a face covering or a mask and if so; I kindly asked her to put it on. She shook her head and said 'Whatever.' I politely informed her of policy concerning wearing a face covering throughout her journey and offered her a complimentary mask. She appeared to be searching for her personal mask in her purse and refused a complimentary mask and walked away.After the boarding process was totally complete; the Ops Agent confirmed with me that all of the passengers were onboard.I proceeded to make the All Passengers Onboard PA. Afterward; I closed a few forward overhead bins a concerned passenger informed me that when she went to the aft lavatory; the passenger who came onboard without a face covering had taken it off. I thanked the concerned passenger and reminded her that the mask can be briefly removed for eating or taking medicine and also; thanked her for bringing it to my attention.Because; it was bought to my attention. I proceeded to address the passenger who boarded without a face covering and noticed once again that she was not complying and was not wearing a face covering. I politely approached her and kindly asked her to comply with airline policy and to put on her mask. Before; I could say anything else she immediately interrupted me and her tone of voice became aggressive toward me. In her aggressive tone of voice; she said: 'What! You got a problem with me.' I said no ma'am and quietly walked away. Because; she was not wearing a mask and her tone of voice elevated and she became aggressive. I did not want any potential traveling droplets to make contact with my eyes. Therefore; I quietly walked away. At this point; we were still at the gate and I knew I only had a short window to have the non-complaint passenger addressed concerning her not wearing a face covering.Therefore; I went to inform the Captain but he was in the lavatory. Also; I knew the Ops Agent had confirmed with me that boarding was complete. Then; I asked the C-Flight Attendant to stand at the forward entry; so; I could notify the Ops Agent for the appropriate Ground Operations or Supervisor to address the non-complaint passenger then I returned back to the aircraft.When the Ground Operations or Supervisor(s) arrived; I remained in the forward entry while they talked to the non-complaint passenger. I am not sure what she told them or what they said to her; but she and someone traveling with her were escorted off the aircraft. After; they deplaned. The Ops Agent said goodbye and closed the door.   With the world-wide spread of the coronavirus that could potentially spread through respiratory droplets; from person-to-person. In my mind; I was thinking this is a precaution COVID concern for the health and safety of the wellbeing of every passenger and crew member onboard and the best time to address policy is before we pushed back or have to return back to the gate because of a non-compliant passenger who was not wearing a face covering. The Captain was in the lavatory; the boarding process was totally complete and confirmed by the Ops Agent that the last person had boarded the aircraft. I had made the All Passengers Onboard PA. The concerned passenger was watching me after I spoke to the non-complaint passenger to see what I was going to do about the issue. I wanted to be proactive and take precaution; before closing the forward entry door; or possibly having to return back to the gate with a potentially bigger problem. The forward exits were monitored by Flight Attendant C. The aft exits were monitored by Flight Attendant B. When I returned back to the aircraft both Flight Attendants were visible to the passengers.In closing; for the safety; health; and wellbeing ofall of our passengers; the crew; and myself; I am committed to upholding airline policy and value every customer; their concerns; their health; their safety; their wellbeing; their business; and their flight experience when they board our aircraft.I believe it would be helpful if someone from ground operations could be visually within reach; for at least the last ten minutes before departure; to address or assist with any matter that may occur onboard or during the remaining minutes before departure time.




Synopsis: Flight Attendant reported a passenger was removed due to non-compliance with face mask policy.