American Memo To Flight Attendants: If Passengers Won’t Wear Masks, De-Escalate But Take Names

American Airlines has quickly implemented a new policy on passengers who refuse to wear masks on flights. They will likely be asked not to fly American in the future.

In a notice distributed to flight attendants on Tuesday and viewed by this reporter, American asked flight attendants not to escalate situations involving recalcitrant passengers, but rather to report the passengers’ names to security.

Every indication is that most airline passengers want masks to be required. “Most people wear their masks, but more and more weren’t,” said an American flight attendant who recently worked a week-long series of trips and asked not to be named.

One passenger wouldn’t don a mask even when asked, the flight attendant said.

In such cases, the notice said, the flight attendant should provide the passenger’s name to the airline’s security department, which will determine whether that passenger can fly on American in the future.

American has not publicly spelled out procedures for passengers who won’t wear masks. In a press release late Monday, the carrier said it will enforce its policy, announced May 4, to require passengers to wear masks. The press release came hours after United said it would enforce the same policy. Both carriers said they could deny future travel to the recalcitrant.

American said it will require masks starting today, while United said it will require them starting Thursday.

In the notice, American said that in public announcements before departure and then again during flight, flight attendants should remind passengers that face coverings must be worn.

The requirement will not apply to passengers who have a medical exception. Passengers without masks cannot board unless they have medical exemptions, and gate agents will notify flight attendants which passengers have exemptions. Also, flight attendants will have masks to distribute to passengers who lack them.

If a passenger won’t wear a mask, the flight attendants are asked to fill out a routine incident report.

“No notification to the customer is necessary, as we want to keep the interaction de-escalated,” the notice said. “Simply include the customer’s name and seat number in the report, (which) will be evaluated by American’s security team … The customer will be notified of the review process as well as any decision made regarding their ability to fly on American in the future.

 “Do not escalate the situation,” the airline said. “Do not complete a PIDR unless a customer becomes aggressive or threatening.” A PIDR is a passenger incident disturbance report.

In the pre-flight announcement, passengers will be told, “We now require all customers to wear face coverings for the duration of the flight. Wearing a face covering helps protect you and those around you and demonstrates consideration to others traveling.

“While it is acceptable to remove face coverings when eating or drinking, you must wear your face covering at all other times during our flight. If you are unwilling to follow this requirement, you may not be allowed to fly with us in the future.”

Airlines moved Monday to require passengers to wear masks after it became clear that neither the Centers for Disease Control nor the Federal Aviation Administration are willing to issue such a requirement.

Before Tuesday, carriers required masks, but didn’t typically enforce the requirements. Each day on social media, photos circulate of aircraft filled with passengers who may or may not be wearing masks.

United and American moved quickly after trade association Airlines for American said Monday afternoon that the industry will get tough about requiring masks, although it left the determination of consequences to the individual carriers. Delta has not specified what action it will take if passengers refuse flight attendant requests to wear masks.