Agents have a variety of duties depending on the size of the airline, including making boarding announcements, assigning seats, handling standby passengers, monitoring jet way doors during boarding and disembarkation, and assisting in customer service duties.

Gate agents are the "command centers" for your flight's boarding process, and in 2026, their powers are broader than many realize. They can assign or change seats, process cabin upgrades, and issue new boarding passes for connecting flights. They have the authority to "bump" passengers if a flight is oversold (often offering travel vouchers in exchange) and can prevent a passenger from boarding if they appear intoxicated or pose a safety risk. They are also responsible for managing the "standby" list and "upgrade" list, which are often cleared in the final 15–30 minutes before departure. Beyond logistics, they coordinate with the flight crew to ensure the weight and balance of the plane are correct, and they can sometimes "hold" a plane for a few extra minutes for a high-value connecting passenger—though this is increasingly rare due to strict 2026 on-time performance metrics.