Commercial Fixed Wing
Flight Attendant Current
Communication Breakdown; Situational Awareness; Distraction
Deviation / Discrepancy - Procedural FAR; Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
General None Reported / Taken
Company Policy; Environment - Non Weather Related; Human Factors; Procedure
Passenger was being pulled off the aircraft due to non-compliance of wearing a face mask. I was in the front galley when he came forward because I had finished securing the cabin. The operations Agent and Supervisor left the aircraft; and the passenger was standing in the front galley. He was visibly frustrated on the event and started venting. This was in total public view of all other passengers on board. To help diffuse the situation; and spare the passenger from embarrassment; and to provide more of a private setting; I stepped off the aircraft with him; and stood at the bottom of the jetway with him while he vented to me. This was happening a few minutes before scheduled push time. I waited at the bottom of the jetway with the passenger for quite some time; expecting the operations Agent or Supervisor to come down; and I could direct him to them to answer questions he had. After several minutes; no one came to the plane; I made an executive decision to assist the passenger; told [Flight Attendant] A I was going to walk him to the top; and that I would be right back; since no agent was coming down. I walked him to the top of the jetway; where he was able to be properly assisted. I immediately walked back to the plane where a couple of minutes later we closed the door and pushed the flight as normal. Since the passenger was left at the plane; and there were no ground personnel to assist us (the Supervisor and operations Agent were there; then left); I made the executive decision to deplane. I believe I made the right decision in the moment given the situation. I do not know why the Supervisor didn't stay there with the passenger to assist him. I realize fully we all have a job to do; and cannot speak for why the Supervisor and operations agent left the passenger at the plane; and did not walk him up the jetway. I am not putting blame on anyone; I am simply writing an observation. Ultimately; it was me who made the decision to deplane.
Flight Attendant reported that after boarding the aircraft they exited with a passenger who did not comply with face mask policy.