Narrative:

A family boarded with the 2 year old child not wearing a mask. After boarding was almost done; flight attendant (flight attendant) D advised me that the child in row X is not wearing a mask. I walked to their row and asked the parents if the child had a mask or would they like one of ours. Both parents quickly stated; 'he's 2 and he won't wear a mask. Good luck if you want to try.' 'we were told 2 is okay for no mask.' 'he won't wear a mask.'I decided to disengage and have the customer service agent (csa) contacted. I advised them that a csa would be down to have a conversation with them. The captain was advised and I asked for a csa to come down to the aircraft. The boarding agent talked to the party and advised me that the parents were attempting to put a mask on the child.a second csa came down and asked me about the age and our mask policy. She advised me they had a conversation with the party prior to boarding and wrongly advised the parents of the age requirement for wearing a mask. I advised the csa it clearly states on policy that age 2 and up must wear a mask; no exceptions. The ZZZ station needs to retrain or re-examine the mask policy because it is very clear on all guest facing touch points that our policy is stated age 2 and up. Our ZZZ station csa's are advising guests incorrect age requirements for our mask policy. I advised both csa's that due to the statements made by the parents that their child would not wear a mask that the flight attendant crew wanted them removed from the flight.as the family deplaned they yelled and blamed me for getting them kicked off this flight. I apologized but I reiterated our mask policy as they were deplaning.

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Original NASA ASRS Text

Title: Flight Attendant reported a family with child were removed from the flight because of non-compliance regarding face mask policy. The family was incorrectly told by station agents; a mask was not required for the 2 year old.

Narrative: A family boarded with the 2 year old child not wearing a mask. After boarding was almost done; Flight Attendant (FA) D advised me that the child in row X is not wearing a mask. I walked to their row and asked the parents if the child had a mask or would they like one of ours. Both parents quickly stated; 'He's 2 and he won't wear a mask. Good luck if you want to try.' 'We were told 2 is okay for no mask.' 'He won't wear a mask.'I decided to disengage and have the Customer Service Agent (CSA) contacted. I advised them that a CSA would be down to have a conversation with them. The Captain was advised and I asked for a CSA to come down to the aircraft. The boarding agent talked to the party and advised me that the parents were attempting to put a mask on the child.A second CSA came down and asked me about the age and our mask policy. She advised me they had a conversation with the party prior to boarding and wrongly advised the parents of the age requirement for wearing a mask. I advised the CSA it clearly states on policy that age 2 and up must wear a mask; no exceptions. The ZZZ Station needs to retrain or re-examine the Mask Policy because it is very clear on all guest facing touch points that our policy is stated age 2 and up. Our ZZZ Station CSA's are advising guests incorrect age requirements for our mask policy. I advised both CSA's that due to the statements made by the parents that their child would not wear a mask that the FA crew wanted them removed from the flight.As the family deplaned they yelled and blamed me for getting them kicked off this flight. I apologized but I reiterated our mask policy as they were deplaning.

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.