Commercial Fixed Wing
Flight Attendant Current
Communication Breakdown
Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
General None Reported / Taken
Human Factors; Company Policy
Passengers in seats XYZ; during compliance check; they did not have masks on. Mother was told it is mandatory throughout the flight. She didn't know where she put it. She was informed that the X year old must also wear one. Again she didn't know what the child did with it. The Y year old doesn't have to wear one.  This FA obtained two for her from the galley. She had found hers. The Y year old yelled out he wants one so was given one. During service; Passenger X was not wearing a mask. She was informed again that the masks must be worn through duration of flight as it is policy. She responded 'How come nobody at the gate told me that. I have a medical condition. She was informed that when she booked the travel; a notice comes out saying that you must go to the gate over an hour before the flight and speak to a medical doctor that will determine if you can be excused. She did not respond. Her daughter was informed that she must wear the mask. The mother says she keeps breaking it. She was informed of the policy and lack of compliance on other flights have forced planes back to the gate and we don't want that to happen here so we need the masks on for the whole flight. The FA checked and advised the mother that Y year olds must wear the mask. The X year old responded 'He's Z [years old]!' Even more so I said. The mother was shown the mask policy and told that she has been told at least three times that this is mandatory. This FA walked away to give her time to read it. It was explained to the children that many people have gotten sick and this is important to keep everyone safe. We know it's hard but it is for everyone's safety.  The mother got up to place mask on child saying good luck with that. She continued to get up several times to attend to the children. The CA was informed. He made an announcement regarding the mandatory use of masks on all flights. Dispatch was notified. At landing; her son stated it's fun wearing masks! The mother said loudly No it's not !Compliance issue. Passenger refused to comply with wearing a mandatory mask giving excuses for not wearing masks as a family.
Flight Attendant reported having trouble with a mother and two young children wearing face masks on the flight.