Commercial Fixed Wing
Communication Breakdown
Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
General None Reported / Taken
Company Policy; Human Factors
An X-year old child boarded the flight without a mask on with his parents. I politely informed the parents of the policy and they refused to comply; so I had a Customer Service Supervisor meet the plane to talk to them. He tells me that he 'doesn't have the heart to remove them from the plane;' despite our mask policy. Because he was allowed to fly; other passengers were at higher risk to contract COVID-19 and it negates our policy. Customer Service and employees; in general; need to unite and follow our policies. Clearly; other employees (including Ops) saw this family through the process and did not address it. This family should have never gotten to the plane before this was addressed. If we are going to make exemptions; then all work groups need to be on the same page. Customer Service Supervisors need to be trained to address these situations as outlined in our mask policy.
Flight Attendant reported family boarded with a child not wearing a face mask. The family refused to comply with the mask policy; but was allowed to remain on the flight.