First officer reported a passenger was not complying with wearing a face mask pre-departure and was ...

Attributes
ACN	1753593
Time
Date	202007
Place
Locale Reference	ZZZ.Airport
State Reference	US
Aircraft 1
Make Model Name	Commercial Fixed Wing
Operating Under FAR Part	Part 121
Flight Phase	Parked
Flight Plan	IFR
Person 1
Function	First Officer Pilot Not Flying
Qualification	Flight Crew Air Transport Pilot (ATP) Flight Crew Instrument Flight Crew Multiengine
Experience	Flight Crew Last 90 Days 74.57 Flight Crew Total 10000.60 Flight Crew Type 6000
Events
Anomaly	Deviation - Procedural Published Material / Policy Flight Deck / Cabin / Aircraft Event Passenger Misconduct

Narrative:

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.

Original NASA ASRS Text

Title: 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.

Narrative: 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.

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.

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.