Flight Crew Air Transport Pilot (ATP); Flight Crew Multiengine; Flight Crew Instrument
Flight Crew Last 90 Days 74.57; Flight Crew Total 10000.60; Flight Crew Type 6000
Communication Breakdown; Distraction; Confusion
Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
General None Reported / Taken
Company Policy; Human Factors
A passenger refused to wear her mask. The aft Flight Attendant asked the customer to wear her mask; customer refused. The aft Flight Attendant was communicating via her electronic device to operations in ZZZ. A Supervisor came to the plane. Customer initially claimed to have a medical condition; customer then said; she purchased the ticket prior to our mandatory mask policy was put in place therefore she was exempt. The customer service Supervisor never communicated with the cockpit. We had to ask the gate agent what happened after the Supervisor left. The Supervisor decided to let the customer fly without wearing a mask.Other customers were not pleased. I feel this set a terrible example to the other customers onboard and did not support us.
First Officer reported a passenger was not complying with wearing a face mask pre-departure and was ultimately allowed to fly without having to wear it.