Working in the airline industry provides a much more in-depth understanding of how flying works. That’s true for the pilots and flight attendants who work in the sky, as well as the staff on the ground ― like gate agents.
“Being a gate agent has totally changed my perspective as a passenger,” Natasha Brown, a gate agent with United Airlines, told HuffPost.
From boarding processes to luggage considerations, there are many important takeaways people could learn from these airline staffers.
To offer guidance to air travelers, HuffPost asked people who have worked as gate agents which behaviors they always avoid when flying as passengers.
Standing In The Boarding Area Before My Group Is Called
“One thing I never do is stand near the gate before my boarding group is actually called,” said former American Airlines gate agent Carla Rosado. “There’s really no point in waiting around and crowding the boarding area, and it usually just makes the process more chaotic for everyone.”
There’s even a term for the people who swarm the area before their designated time to board: “gate lice.”
Asking For A Last-Minute Seat Change During Boarding
“I never approach the gate agent for last-minute seat changes during boarding,” Brown said. “By the time boarding starts, gate agents are managing multiple priorities at once. We’re communicating with flight attendants, pilots, ramp crews, and operations, all while working against a countdown clock.”
She emphasized that many airline apps now allow passengers to change their seats themselves before boarding even begins.
“Airlines have really shifted power into the customer’s hands, so there’s usually no need to go up to the desk,” Brown said.
Drew Lee, who previously worked for Frontier Airlines, said he especially would never ask a gate agent to change his seat on a low-cost airline.
“These days, you can do everything on the airline apps,” he said. “So if the seat you want is not available on the app or it costs extra money, we’re not going to pull any strings for you. If you want a different seat that costs money, then pay for it on the app and get your new seat.”
Trying To Board With More Than Two Items
“We know the rule is one carry-on and one personal item PERIOD,” Brown said. “A crossbody bag, fanny pack or small purse still counts as a third item. Even if I’m traveling with something small, I make sure to consolidate it into my backpack or carry-on before I even approach the gate.”
She noted that the limits stem from FAA regulations that require airlines to define and enforce their own carry-on baggage policies.
“Gate agents often end up being the ‘bad guy,’ but we’re simply doing our job,” Brown said. “So as a passenger, I make it a point to make their job easier, and I wish more travelers would do the same.”
Hinterhaus Productions via Getty Images
Forgetting To Get Boarding Documents Ready
“I always have my boarding documents ready,” Brown said. “If nothing else, I make sure my boarding pass is already pulled up, whether it’s on my phone or printed and ready to scan when I get to the gate.”
Similarly, if she’s traveling internationally, her passport is out and open to the photo page.
“Gate agents are not asking for this because we’re impatient,” Brown explained. “We’re trying to get everyone boarded and out on time. Having your documents ready keeps the line moving and avoids unnecessary delays. Knowing that as a gate agent, I make sure I’m never the one holding things up.”
Arguing About Overhead Bin Space
Gate-checking your carry-on bag can feel like a pain to many travelers, but gate agents understand it has to happen sometimes.
“I don’t argue about overhead bin space,” Brown said. “If there’s no room left, I will gladly check my bag. Most airline employees do the same. Once space is gone, it’s gone and holding up boarding over it only delays everyone.”
The same goes for bags that simply don’t fit in the overhead compartment.
“I wish people would just follow the rules,” Lee said. “The bag either fits in the compartment, or it doesn’t. If you can’t get it to fit, then you’re going to have to check it. There are rules and people need to follow them.”
Assuming The Gate Agent Will Provide Freebies
Lee said he would never ask a gate agent for a low-cost airline for an amenity that costs extra money.
“If you want or need a different seat, then pay for it,” he said. “People always want everything for free. Follow the rules and pay for what you want or need.”
He explained that the business model of low-cost airlines means your ticket is cheaper than it would be on major airlines. That’s because these companies make money from the add-on charges.
“If you can fly with just a backpack and you’re OK with a middle seat and boarding last, and bringing your own water, then you’re going to be able to get a pretty reasonably priced ticket,” Lee said. “But if you’re going to need the extras, then yes, all those upcharges are going to add up and maybe your ticket will end up being the same price as the major airlines. But don’t get mad at the low cost carriers for charging for bags and all the other little extras.”
Trying To Switch Seats Without Checking First
“I would never switch seats during boarding or before takeoff without checking first,” Rosado said. “A lot of people don’t realize agents and flight attendants sometimes need to confirm every scanned passenger is in the correct seat, so moving around too early can create confusion and even contribute to delays.”
Moving seats without informing the crew can cause delays, particularly if agents are placing standby passengers in empty seats. So, confirm that everyone is boarded before you claim that open spot.
Putting A Personal Item In The Overhead Bin
“I always keep my personal item under the seat in front of me instead of putting it in the overhead bin,” Rosado said. “After working flights, you really notice how fast overhead space fills up, so using it for a smaller bag can make it harder for others to fit their carry-ons.”
If your personal item is your only carry-on and you want to stretch your legs, you might find a spot for it overhead after people have finished stowing their larger bags, though.
Assuming The Agent Is Withholding Info Or Help
“I wish more passengers understood that gate agents don’t always have every answer right away,” Rosado said. “A lot of times, they’re waiting on updates from operations, crew, or airline policy, so even when they want to help, some things are simply out of their hands.”
Lee similarly emphasized that their job is to enforce the rules, which they did not set themselves.
“If you do need something or have a one-off situation, definitely don’t be afraid to ask a gate agent for help,” he said. “But understand that their job is to enforce the rules. And there’s a safety component too. Flying and airports have a lot of rules. And some of those rules are in place for safety. And it’s very important for everyone to follow the rules so everyone can get to their destination safely.”
Approaching The Gate Agent During Boarding For Any Non-Emergency Reason
“I avoid approaching the gate agent during boarding unless it’s an absolute emergency,” Brown said. “Boarding is one of the most critical phases of the flight process. Gate agents need to stay focused and vigilant, for many reasons, and interruptions slow everything down.”
As a result, she is extra aware of how much is happening behind the scenes and how little room there is for delays.
“If you have a one-off situation where you do need help, then you should definitely ask the gate agent for help,” Lee said. “But really, you should be able to do 95% of whatever you need to do on the apps.”
For parents flying with children, he noted that the kids should be on the same reservation as the adults so that the system can automatically seat the kids next to at least one adult.
“The second the agent gets to the counter, they’re already opening the flight, checking seats, handling standby passengers and getting everything ready for on-time boarding,” Rosado said. “A lot of passengers don’t realize those first few minutes at the gate are critical, so when people immediately rush up with questions or seat requests, it can slow down important setup tasks.”
Being Inconsiderate During Boarding
“If there’s one thing I wish more passengers understood, it’s that gate agents aren’t trying to make things difficult ― we’re trying to get everyone out safely and on time,” Brown said.
She said her job has made her more patient, prepared and aware of how one person’s actions can impact the entire boarding process.
“I think working as a gate agent gives you a different perspective because you see how much is happening behind the scenes,” Rosado said. “More than anything, the job taught me that patience and being considerate during boarding really makes the experience smoother for everyone.”