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.

An airport gate agent is a critical "front-line" employee responsible for managing the final stages of the passenger journey before takeoff. Their primary duties include facilitating the boarding process, which involves checking boarding passes, verifying government-issued IDs, and ensuring that passengers board in the correct zones. They serve as the main point of contact for travelers at the gate, answering questions about flight delays, gate changes, and connections. Gate agents also handle operational logistics, such as processing seat upgrades, managing standby lists, and coordinating with flight crews to ensure the aircraft departs on time. In the event of a flight cancellation or overbooking, they are the ones who re-book passengers and issue vouchers for meals or hotels. They must remain calm under pressure, often making quick decisions to resolve passenger disputes or accommodate those with special needs, making them essential for maintaining both the airline's schedule and a positive customer experience.