Commercial Fixed Wing
Flight Crew Air Transport Pilot (ATP); Flight Crew Instrument; Flight Crew Multiengine
Flight Crew Last 90 Days 120; Flight Crew Total 2669; Flight Crew Type 120
Communication Breakdown; Confusion; Distraction; Situational Awareness; Time Pressure
Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
General Flight Cancelled / Delayed
Company Policy; Environment - Non Weather Related; Procedure; Human Factors
Yet again we are having problems with passengers not wearing their masks when told to; multiple times. In this case a passenger was told repeatedly by the purser to wear his mask. He was irritated and would not comply. I made a PA announcement to reinforce the purser's statements to him. He reluctantly complied; but then continued to be disruptive so the purser and I decided he should be removed from the aircraft. We called for a Supervisor to assist. The passenger was removed to the jetway where a heated discussion took place. I made it very clear that I wanted the passenger removed from the flight. Several supervisors showed up and again my decision to remove this passenger was second guessed. This went on for 30 minutes. In hindsight I guess I should have called Operations to end this never-ending discussion going on between the passenger and supervisors; but I shouldn't have to resort to that. I wanted the passenger removed and it wasn't happening. To not delay all our other passengers further the purser and I agreed to take him back on the aircraft. Later in the flight the passenger was intimidating the purser by staring at her and lowering his mask below his nose.
Air carrier Captain reported wanting to remove a passenger for not complying with face mask policy; but was over ruled by supervisors. The passenger intimidated the Purser during flight and was still non-compliant with face mask policy.