Airports can feel chaotic, and the gate agent’s podium often becomes the flashpoint as passengers line up with questions, frustrations and last-minute requests.
But despite being a constant presence in air travel, the role of a gate agent is often misunderstood.
From assumptions about upgrades to the idea that gate agents wield power for fun, here’s a look at the most common misconceptions about the profession ― and what real gate agents want you to know instead.
Myth: Gate agents can easily change seats if you ask.
It’s not always as simple as moving things around on a screen.
“Gate agents can change seat assignments, but only under specific conditions and based on availability,” said Mather Zickler, a Delta Air Lines gate agent and member of its Red Coat program at Green Bay Austin Straubel International Airport. “Gate agents have discretion to adjust seating for operational reasons, such as accommodating families (if possible), customers with special needs or balancing aircraft weight.”
Ultimately, Zickler noted, “Gate agents have final authority over seating assignments and may override previous selections if necessary” ― but not just because someone prefers a window seat.
Myth: Gate agents are just there to scan boarding passes and make announcements.
The responsibilities of a gate agent go far beyond just scanning tickets and announcing boarding zones.
“Gate agents are critical to the safe and efficient operation of every flight,” Zickler said. “They manage check-in, coordinate with flight crews, handle seat assignments, assist with delays and rebookings, and comply with airline and FAA regulations.”
Myth: Gate agents decide who to upgrade.
“Gate agents typically follow strict protocols for upgrades,” Zickler said. “Complimentary upgrades are usually based on availability, loyalty status and fare class.”
So even though the gate agent is the one printing the new boarding pass, they’re not typically the one who chose who got bumped to first class.
Myth: Being a gate agent is an easy job.
“The job involves managing tight schedules, handling last-minute changes, helping customers and coordinating with multiple teams, all while maintaining professionalism and empathy,” Zickler said. “Gate agents are the airline’s frontline problem-solvers, often working under pressure to ensure flights depart safely and on time.”
So, “easy” is about the last word gate agents would use to describe their work.
“We’re juggling…
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