Flight attendant reported family boarded with a child not wearing a face mask. The family refused to...

Narrative:

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.

Original NASA ASRS Text

Title: 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.

Narrative: 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.

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.

Attributes
ACN	1757569
Time
Date	202008
Environment
Light	Daylight
Aircraft 1
Make Model Name	Commercial Fixed Wing
Operating Under FAR Part	Part 121
Flight Phase	Parked
Flight Plan	IFR
Person 1
Function	Flight Attendant (On Duty)
Events
Anomaly	Deviation - Procedural Published Material / Policy Flight Deck / Cabin / Aircraft Event Passenger Misconduct

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.