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.

Airline gate agents serve as the final "command and control" center for a flight before it departs. Their daily duties are a high-pressure blend of customer service and logistical coordination. They are responsible for checking boarding passes, verifying government-issued IDs, and managing the "standby" and "upgrade" lists. Beyond the visible interactions, gate agents coordinate with the flight crew to determine when the cabin is ready for boarding and work with ground handlers to ensure all bags are loaded. In 2026, they also handle the complex task of "re-accommodating" passengers during delays or cancellations—a process that requires quick thinking and empathy. They must also enforce strict carry-on size regulations and handle "last-minute" seat disputes. Essentially, the gate agent is the primary bridge between the airport terminal and the aircraft, ensuring the plane leaves safely and on time.