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Air carrier captain reported a family was removed from a flight during boarding due non compliance with face mask policy.
| Attributes | |
| ACN | 1758276 |
| Time | |
| Date | 202008 |
| Local Time Of Day | 0601-1200 |
| 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 | Captain Pilot Not Flying |
| Qualification | Flight Crew Multiengine Flight Crew Instrument Flight Crew Air Transport Pilot (ATP) |
| Events | |
| Anomaly | Deviation - Procedural Published Material / Policy Flight Deck / Cabin / Aircraft Event Passenger Misconduct |
Narrative:
I was captain on aircraft X; ZZZ to ZZZ1 today. A large family traveling together with some adolescent children created a disturbance at the gate area and continued after boarding. The station csm [customer service manager] tried to help contain their behavior; however; after my flight attendant asked one of the children to wear their mask properly once boarded; the family took exception and caused a stir using unacceptable language. I stepped back to salvage the situation and calm the passengers; but I was not successful; and I asked for several of them to deplane. Local security and both station managers and in flight managers arrived to assist. Good work by the local ZZZ csm allowed us to only remove the X adults and the several children. This resulted in a delay; of which we made up some enroute. Flight was uneventful otherwise and several passengers stated appreciation for our handling of the situation.csm attempted to preempt any problems prior to boarding. She was a great csm.
Original NASA ASRS Text
Title: Air carrier Captain reported a family was removed from a flight during boarding due non compliance with face mask policy.
Narrative: I was Captain on Aircraft X; ZZZ to ZZZ1 today. A large family traveling together with some adolescent children created a disturbance at the gate area and continued after boarding. The station CSM [Customer Service Manager] tried to help contain their behavior; however; after my FA asked one of the children to wear their mask properly once boarded; the family took exception and caused a stir using unacceptable language. I stepped back to salvage the situation and calm the passengers; but I was not successful; and I asked for several of them to deplane. Local security and both station managers and in flight managers arrived to assist. Good work by the local ZZZ CSM allowed us to only remove the X adults and the several children. This resulted in a delay; of which we made up some enroute. Flight was uneventful otherwise and several passengers stated appreciation for our handling of the situation.CSM attempted to preempt any problems prior to boarding. She was a great CSM.
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.