Gate Agents

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Gate Agents

Gate Agents - Working Conditions

In a typical work setting, reservation and ticket agents:

Interpersonal Relationships

  • Have a high level of social contact. They work closely with passengers and customers.
  • Communicate a great deal by telephone and in person. They also write letters, memos, and e-mail, but less frequently.
  • Sometimes are placed in conflict situations in which passengers may become unpleasant or angry.
  • May work as part of a team.
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  • Are somewhat responsible for the health and safety of passengers.

Physical Work Conditions

  • Often work indoors, but may on rare occasions work outdoors.
  • Often wear a company uniform.
  • Are often exposed to loud sounds and distracting noise levels, such as from departing and arriving planes.
  • Often share work space with other ticket agents.
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  • May be exposed to contaminants, especially if working outdoors.

Work Performance

  • Repeat the same physical and mental tasks.
  • Must be sure that all details are done and their work is exact. Errors could disrupt passengers' travel plans.
  • Must keep pace with the speed of computers and ticketing equipment.
  • Must meet strict daily and weekly deadlines.
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  • Often make decisions that affect others without talking to a supervisor first.


  • May work part time or full time. Schedules are usually established.
  • May be required to work evenings, late night shifts, weekends, and holidays.
Source: Illinois Career Information System (CIS) brought to you by Illinois Department of Employment Security.