Some are trying to get seat changes & upgrades. Others may be trying to change plans incase of IRROPS. If you aren't able to do an online check-in for seats, you can get them assigned at the check-in / airline counter. Of course you'll need to visit counter for bag drop as well.

Passengers visit the gate counter for several high-priority reasons that cannot be handled via a mobile app. The most common is to check for upgrades or to inquire about Standby status, especially for airline employees or "Basic Economy" passengers waiting for a seat assignment. Others go to the counter to swap seats with travel companions, print a physical boarding pass if their phone died, or "gate-check" a carry-on bag that is too large for the overhead bins. For international flights, the gate agents often need to perform a final document verification (checking passports or visas) before you are cleared to board. Additionally, if a flight is overbooked, the counter becomes the hub for volunteers willing to take a later flight in exchange for travel vouchers. In 2026, while automation has reduced the need for the counter, it remains the essential "human interface" for resolving complex ticketing issues, managing the "upgrade list," and ensuring that families are seated together before the boarding door closes.