The main responsibilities include checking passengers in, weighing and checking in baggage, issuing boarding passes and luggage labels, allocating seat numbers, asking security questions, and answering passenger queries prior to their flight.

In 2026, the check-in counter serves as the primary physical touchpoint for high-touch service and specialized logistics, even as digital check-in becomes the standard. Its main roles include verifying travel documents (such as passports and visas for international trips), processing checked baggage, and issuing physical boarding passes for those without mobile access. Beyond these basics, agents at the counter handle complex issues like seat reassignments, processing "standby" requests, and assisting passengers with special needs or unaccompanied minors. For many travelers, the counter is also where "oversized" or "specialty" items—like surfboards or musical instruments—are tagged and sent to the appropriate security screening. While "self-service" bag drops are more common in 2026, the staffed counter remains essential for resolving technical glitches or confirming the identity of passengers flagged for secondary security screening.