Gate agent

A gate agent is an airline employee who manages the passenger side of an aircraft’s departure and arrival at the gate.

Gate agents are the airline’s frontline representatives at the airport. They check boarding passes and IDs, manage the boarding process, and handle seat and upgrade requests.

During irregular operations (e.g., delays, cancellations, overbooking), gate agents often become the primary problem-solvers, negotiating compensation or volunteer seats, rebooking passengers, and arranging hotel or ground transport.