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 a lot the second we sign in,” said Natasha Brown, a gate agent with a major air carrier. “And we have a countdown clock, staring at us. We’re communicating with the crew, cleaners, operations, printing documents, checking compliance, answering radios, checking connections, handling upgrades, and prepping to board all at once.”
Myth: Gate agents are mean and shouldn’t be approached.
“It would be wonderful if we could just stand at the podium waiting to greet everyone with open arms, but unfortunately, that’s not the reality,” Brown said, emphasizing the multitasking nature of the job. “Nine times out of 10, when you’re walking up to us, we’re already mid-task. We’re not trying to look busy ― we actually are busy.”
She added that when gate agents seem rushed, it’s because “we’re racing the clock on your behalf.”
That doesn’t mean you can’t approach a gate agent while they’re working, however.
“We’re customer service agents, and helping people is part of our job,” Brown noted. “A simple, kind ‘excuse me’ goes a long way, especially if we’re focused on the computer or radio. And if you see us just arriving at the podium, giving us a minute to log in and get everything set up helps us help you.”
Myth: Gate agents can easily hold the plane for you.
Even if you’re sprinting through the terminal after unprecedented TSA wait times, the gate agent’s hands are usually tied.
“Once the boarding door is closed, it’s a safety and scheduling issue outside of the gate agent’s control,” Zickler said. “Holding a plane is extremely rare and usually only happens under exceptional circumstances.”
Myth: Gate agents decide your boarding zone based on where your seat is located.
You might assume those sitting in the back board first, but the gate agent has to follow the airline policy, which doesn’t usually work that way.
When you board is based on factors that include your cabin class, frequent flyer status, co-branded credit card membership and fare type,” Zickler explained.
Myth: Gate agents don’t want to help.
“Helping passengers is the best part, and we’ll do it whenever possible,” Brown said. “We’ve bent rules (where allowed) to find creative solutions for passengers, and we pull off miracles everyday for people in tough situations.”
She added that many gate agents become very invested in passengers’ journeys.
“Believe it or not, once the flight takes off, we’re still thinking about some of our passengers,” Brown said. “We’ll say things like, ‘I hope that family made their connection,’ or ‘I hope that couple made it to their destination.’ We get attached, and we care more than people think.”
Myth: Gate agents enforce rules just to be ‘difficult’ OR Gate agents enjoy wielding power and being ‘difficult’ just because they can.
Brown emphasized that when gate agents say “no,” it’s not about wielding power and asserting authority ― it’s about following rules and keeping passengers safe.
“Someone once called me a ‘jobsworth,’ which basically means a person who strictly enforces rules just because they can,” she said. “That’s not what’s happening. Many of the ‘unpopular rules’ are federal regulations, not personal decisions.”
She explained that things like baggage limits, travel documents and boarding cut-off times involve legal requirements tied to safety.
“Sometimes you will hear the word no,” Brown said. “And that’s not because we love saying it ― in fact, we know exactly what attitude and frustration will follow after hearing it. We don’t enjoy coming between you and your vacation, your reunion or your important meeting. But there are times when it simply has to be done for safety, legality and fairness to all passengers.”
Ultimately, gate agents aren’t airport villains or dictators. They’re just trying to bring order to the chaos of air travel.
As Brown put it, “Please remember: We as gate agents want your flight to go out on time just as much as you do.”