Commercial Fixed Wing
Flight Crew Air Transport Pilot (ATP); Flight Crew Instrument; Flight Crew Multiengine
Flight Crew Last 90 Days 149; Flight Crew Total 12402; Flight Crew Type 12402
Communication Breakdown; Confusion; Situational Awareness; Training / Qualification
Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
General None Reported / Taken
Procedure; Company Policy; Environment - Non Weather Related; Human Factors
The Lead Flight Attendant called during cruise to report that a family of three; mother; father; and child were not complying with the company required mask policy. They had been told repeatedly to wear their masks. The child was said to be older than two. We notified Dispatch through ACARS and requested a CSR meet the flight. On arrival in ZZZ no CSR met the flight. The agent that met the flight had not been informed of the incident. A radio call to operations verified that no one in ZZZ was aware of the situation.This is the second occurrence in one month where a CSR was requested for a level 1 or level 2 incident and no CSR or additional support met the flight. Flight deck and in-flight crews are required to participate in threat level training; and in person recurrent training; every year. The trend of our company not supporting our crews with onboard incidents is alarming.
Captain reported CSR was not aware of the need for them to be present when aircraft landed due to a family not complying with face mask policy during flight.