Many air travelers have experienced the awkward moment when they board an aircraft, heft their carry-on bag toward the overhead compartment, and ask a flight attendant for assistance, only to be told, “I’m sorry, I can’t help you.” While this scenario may seem like an odd courtesy failure, behind it lies a complex mix of policy, liability, and practical considerations within the airline industry.
In the United States, in particular, reports indicate that some cabin crew members say they are not permitted to lift passengers’ luggage into overhead bins under company or union guidance, even though no airline appears to have an explicit global ban on the practice. The result is inconsistent service for passengers, confusion about what flight attendants can or will do, and occasional disputes in the cabin over carry-on storage. According to One Mile at a Time’s August 2025 report, this issue is “very much an American thing,” shaped by the U.S. airline industry’s safety culture and the lack of clear obligations for crew members.
Airline Policies And Union Guidance
The policies of different airlines vary. For example, Delta Air Lines states that “flight attendants are unable to proactively assist customers placing carry-on baggage into overhead bins, with certain exceptions.” Southwest Airlines, on the other hand, allows attendants to assist but clarifies that doing so is part of “Southwest hospitality,” not a formal requirement.
At the same time, flight attendant unions often discourage members from lifting carry-on bags, citing the risk of back or shoulder injury and complexity in determining when a flight attendant is actually “on duty” for workers’ compensation purposes. In short, while airlines generally don’t have a blanket prohibition, they do often limit proactive assistance with carry-ons. That leaves passengers in a grey zone of expectation.
Flight Attendants Risk Injury
One of the core reasons cited for this service gap is the concern over injuries. Some flight attendants claim that helping with carry-on bags is one of the leading causes of job-related injuries among cabin crew. A related concern is the period before push-back when the crew may not yet be formally on duty.
The New York Post reported that workers’ compensation does not cover crew members until the aircraft doors close and the flight is officially underway. So, lifting heavy bags before that point may expose both the airline and the individual to liability issues. Given these worries, airlines and unions favor a policy of encouraging passengers to stow their own bags and advising rather than physically assisting.
Recommendations For Passengers
Passengers can take a few practical steps to reduce the friction, including picking a carry-on size you can lift unassisted, boarding early to secure overhead space near your seat, and avoiding relying on cabin crew to lift items. If you do have a mobility issue or a very large bag, ask the crew politely if they can assist after you have lifted the bag partway, rather than expecting full lift assistance. Airlines typically advise that assistance is possible only in limited circumstances and is never guaranteed.
