Gate Agents Reveal 10 Passenger Behaviors They Always Avoid When Flying
Working in the airline industry provides a much more comprehensive understanding of how air travel operates. This holds true not only for pilots and flight attendants who work in the sky but also for ground staff like gate agents. "Being a gate agent has completely transformed my perspective as a passenger," Natasha Brown, a gate agent with United Airlines, explained. From boarding procedures to luggage considerations, there are numerous important lessons travelers could learn from these airline professionals.
To offer practical guidance to air travelers, we gathered insights from individuals who have worked as gate agents about which behaviors they consistently avoid when flying as passengers themselves.
Standing In The Boarding Area Before My Group Is Called
"One behavior I never engage in is standing near the gate before my boarding group is actually announced," said former American Airlines gate agent Carla Rosado. "There's genuinely no advantage to waiting around and congesting the boarding area, and it typically just makes the process more chaotic for everyone involved."
There's even an industry term for passengers who swarm the area before their designated boarding time: "gate lice."
Requesting Last-Minute Seat Changes During Boarding
"I never approach the gate agent for last-minute seat adjustments during the boarding process," Brown emphasized. "By the time boarding commences, gate agents are managing multiple priorities simultaneously. They're communicating with flight attendants, pilots, ramp crews, and operations personnel, all while working against a strict countdown clock."
She highlighted that many airline applications now enable passengers to change their seats independently before boarding even begins. "Airlines have genuinely shifted power into the customer's hands, so there's usually no necessity to approach the desk," Brown noted.
Drew Lee, who previously worked for Frontier Airlines, stated he would particularly never ask a gate agent to change his seat on a low-cost airline. "These days, you can accomplish everything through the airline applications," he said. "So if the seat you desire isn't available on the app or requires additional payment, we're not going to pull any strings for you. If you want a different seat that costs money, then pay for it through the application and obtain your new seat."
Attempting To Board With More Than Two Items
"We understand the regulation is one carry-on and one personal item PERIOD," Brown declared. "A crossbody bag, fanny pack, or small purse still qualifies as a third item. Even if I'm traveling with something compact, I ensure to consolidate it into my backpack or carry-on before I even approach the gate."
She pointed out that these limitations originate from FAA regulations that mandate airlines to define and enforce their own carry-on baggage policies. "Gate agents frequently end up being perceived as the 'bad guy,' but we're simply performing our duties," Brown explained. "So as a passenger, I make it a priority to facilitate their job, and I wish more travelers would adopt the same approach."
Forgetting To Prepare Boarding Documents
"I consistently have my boarding documents prepared," Brown stated. "At minimum, I ensure my boarding pass is already accessible, whether it's on my mobile device or printed and ready to scan when I reach the gate."
Similarly, if she's traveling internationally, her passport is out and open to the photo page. "Gate agents aren't requesting this because we're impatient," Brown clarified. "We're striving to get everyone boarded and departed on schedule. Having your documents ready maintains the line's movement and prevents unnecessary delays. Knowing this as a gate agent, I make certain I'm never the individual causing holdups."
Arguing About Overhead Bin Space
Gate-checking your carry-on bag can feel frustrating to many travelers, but gate agents comprehend it must occur occasionally. "I don't dispute about overhead bin space," Brown said. "If there's no room remaining, I will willingly check my bag. Most airline employees do the same. Once space is exhausted, it's gone and impeding boarding over it only postpones everyone."
The same principle applies to bags that simply don't fit in the overhead compartment. "I wish people would simply adhere to the rules," Lee remarked. "The bag either fits in the compartment, or it doesn't. If you cannot get it to fit, then you're going to have to check it. Rules exist and people need to follow them."
Assuming The Gate Agent Will Provide Free Amenities
Lee mentioned he would never request a gate agent for a low-cost airline to provide an amenity that costs extra money. "If you want or require a different seat, then pay for it," he asserted. "People always desire everything for free. Follow the regulations and pay for what you want or need."
He elaborated that the business model of low-cost airlines means your ticket is less expensive than it would be on major airlines. That's because these companies generate revenue from the supplementary charges. "If you can fly with just a backpack and you're comfortable with a middle seat and boarding last, and bringing your own water, then you're going to be able to obtain a reasonably priced ticket," Lee explained. "But if you're going to need the extras, then yes, all those additional charges are going to accumulate and perhaps your ticket will ultimately be the same price as the major airlines. But don't become upset at the low-cost carriers for charging for bags and all the other minor extras."
Trying To Switch Seats Without Verifying First
"I would never switch seats during boarding or before takeoff without confirming first," Rosado emphasized. "Many people don't realize agents and flight attendants sometimes need to verify every scanned passenger is in the correct seat, so moving around too early can create confusion and even contribute to delays."
Changing seats without informing the crew can cause delays, particularly if agents are placing standby passengers in empty seats. Therefore, confirm that everyone is boarded before you claim that available spot.
Placing A Personal Item In The Overhead Bin
"I always keep my personal item under the seat in front of me instead of placing it in the overhead bin," Rosado noted. "After working flights, you genuinely notice how rapidly overhead space fills up, so utilizing it for a smaller bag can make it more difficult for others to accommodate their carry-ons."
If your personal item is your only carry-on and you want to stretch your legs, you might locate a spot for it overhead after people have finished storing their larger bags, however.
Assuming The Agent Is Withholding Information Or Assistance
"I wish more passengers understood that gate agents don't always possess every answer immediately," Rosado commented. "Frequently, they're awaiting updates from operations, crew, or airline policy, so even when they want to assist, some matters are simply beyond their control."
Lee similarly stressed that their job is to enforce the rules, which they did not establish themselves. "If you do require something or have a unique situation, definitely don't hesitate to ask a gate agent for help," he said. "But comprehend that their job is to enforce the regulations. And there's a safety component as well. Flying and airports have numerous rules. And some of those rules are implemented for safety. And it's extremely important for everyone to follow the rules so everyone can reach 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 stated. "Boarding is one of the most critical phases of the flight process. Gate agents need to remain focused and vigilant, for multiple reasons, and interruptions decelerate everything."
Consequently, she is exceptionally aware of how much is occurring behind the scenes and how little margin there is for delays. "If you have a unique situation where you do need assistance, then you should definitely ask the gate agent for help," Lee said. "But truly, you should be capable of performing 95% of whatever you need to do on the applications."
For parents flying with children, he noted that the children should be on the same reservation as the adults so that the system can automatically seat the children next to at least one adult.
"The moment the agent arrives at the counter, they're already opening the flight, checking seats, handling standby passengers and preparing everything for on-time boarding," Rosado described. "Many passengers don't realize those initial minutes at the gate are critical, so when people immediately rush up with questions or seat requests, it can slow down essential setup tasks."
Being Inconsiderate During Boarding
"If there's one thing I wish more passengers understood, it's that gate agents aren't attempting to make things difficult ― we're striving to get everyone out safely and on schedule," Brown expressed. She said her job has made her more patient, prepared and conscious of how one person's actions can affect the entire boarding process.
"I believe working as a gate agent provides you with a different perspective because you witness how much is happening behind the scenes," Rosado reflected. "More than anything, the job taught me that patience and being considerate during boarding genuinely makes the experience smoother for everyone involved."
