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Flight attendant reported that a passenger refused to wear a face mask. When customer service came on board the passenger agreed to wear the face mask.
| Attributes | |
| ACN | 1755701 |
| Time | |
| Date | 202008 |
| Place | |
| Locale Reference | ZZZ.Airport |
| State Reference | US |
| Environment | |
| Light | Daylight |
| Aircraft 1 | |
| Make Model Name | Commercial Fixed Wing |
| Operating Under FAR Part | Part 121 |
| Flight Phase | Parked |
| Flight Plan | IFR |
| Person 1 | |
| Function | Flight Attendant (On Duty) |
| Qualification | Flight Attendant Current |
| Events | |
| Anomaly | Deviation - Procedural Published Material / Policy Flight Deck / Cabin / Aircraft Event Passenger Misconduct |
Narrative:
A passenger traveling with a pet refused to wear her mask and customer service had to come to the aircraft to remove her from the flight. She began to scream and yell that she had to go home and she paid for the ticket. This occurred after myself and the gate agent informed her of our mask policy. She then started to rant how the virus is a political hoax and that she doesn't wear a mask. When customer service tried to get her to come off the plane; she started to scream that she will wear the mask and the passengers around her started to yell with her to give her the mask. We gave her the mask and she put it on.gate agents need to ensure the passengers have on their proper masks before they come down to the aircraft. Also; it would help if the ca would make an announcement about the mask policy; and the possible return to the gate for not wearing the mask.
Original NASA ASRS Text
Title: Flight Attendant reported that a passenger refused to wear a face mask. When customer service came on board the passenger agreed to wear the face mask.
Narrative: A passenger traveling with a pet refused to wear her mask and customer service had to come to the aircraft to remove her from the flight. She began to scream and yell that she had to go home and she paid for the ticket. This occurred after myself and the Gate Agent informed her of our mask policy. She then started to rant how the virus is a political hoax and that she doesn't wear a mask. When customer service tried to get her to come off the plane; she started to scream that she will wear the mask and the passengers around her started to yell with her to give her the mask. We gave her the mask and she put it on.Gate Agents need to ensure the passengers have on their proper masks before they come down to the aircraft. Also; it would help if the CA would make an announcement about the mask policy; and the possible return to the gate for not wearing the mask.
Data retrieved from NASA's ASRS site and automatically converted to unabbreviated mixed upper/lowercase text. This report is for informational purposes with no guarantee of accuracy. See NASA's ASRS site for official report.