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Air carrier captain reported two passengers became verbally abusive to the flight attendants when they were asked to follow face mask policy.
| Attributes | |
| ACN | 1753360 |
| Time | |
| Date | 202007 |
| Place | |
| Locale Reference | ZZZ.Tower |
| State Reference | US |
| Aircraft 1 | |
| Make Model Name | Commercial Fixed Wing |
| Operating Under FAR Part | Part 121 |
| Flight Phase | Parked |
| Route In Use | Direct |
| Flight Plan | IFR |
| Person 1 | |
| Function | Captain |
| Qualification | Flight Crew Air Transport Pilot (ATP) |
| Experience | Flight Crew Last 90 Days 22 Flight Crew Total 1280 Flight Crew Type 1280 |
| Events | |
| Anomaly | Deviation - Procedural Published Material / Policy Flight Deck / Cabin / Aircraft Event Passenger Misconduct |
Narrative:
Two passengers were non compliant with the face mask policy. When approached by one of my flight attendant's; they verbally abused the flight attendant and shouted obscenities. Flight attendant briefed me on the incident. I had a supervisor get involved; and although the family promised they would be compliant with the face mask policy; the flight attendants were adamant that the verbal abuse would continue. I elected not to take [the] incident airborne; so I had them removed from the aircraft. The flight attendant's informed me that several passengers in that area were thankful the issue was being addressed and that passengers were removed.
Original NASA ASRS Text
Title: Air carrier Captain reported two passengers became verbally abusive to the flight attendants when they were asked to follow face mask policy.
Narrative: Two passengers were non compliant with the face mask policy. When approached by one of my FA's; they verbally abused the FA and shouted obscenities. FA briefed me on the incident. I had a Supervisor get involved; and although the family promised they would be compliant with the face mask policy; the flight attendants were adamant that the verbal abuse would continue. I elected not to take [the] incident airborne; so I had them removed from the aircraft. The FA's informed me that several passengers in that area were thankful the issue was being addressed and that passengers were removed.
Data retrieved from NASA's ASRS site and automatically converted to unabbreviated mixed upper/lowercase text. This report is for informational purposes with no guarantee of accuracy. See NASA's ASRS site for official report.