The job title of the person who checks your ticket and scans your boarding pass before you board a plane at the airport can vary depending on the airline, airport, and country. There are several common job titles used for this position.
Ticket Agent
Ticket agent is one of the most common job titles for the person who checks your ticket and scans your boarding pass at the airport. Ticket agents work at the ticket counter and at the boarding gate. Their main responsibilities include:
- Checking passengers in at the ticket counter – verifying travel documentation, printing boarding passes, checking bags, assigning seats
- Processing ticket purchases and changes
- Answering passenger questions about flights, amenities, baggage, and other issues
- Checking passengers’ tickets and scanning boarding passes at the departure gate before passengers board the plane
The specific requirements to become a ticket agent vary by airline, but generally require a high school diploma or GED and strong customer service skills. Many airlines provide on-the-job training programs for ticket agents.
Gate Agent
Gate agent is another common job title for the person who scans tickets and boarding passes. Gate agents are stationed at the departure gate and are responsible for:
- Greeting passengers as they approach the gate
- Checking tickets and scanning boarding passes
- Checking passenger identification
- Tagging any carry-on bags that need to be gate-checked
- Making gate announcements about the flight
- Issuing seat assignments
- Assisting passengers with special needs
The requirements to become a gate agent are similar to those of a ticket agent. Strong customer service skills are essential. Gate agents are often required to stand for long periods of time and may need to lift up to 70 pounds.
Boarding Pass Agent
Some airlines use the job title boarding pass agent specifically for the person who scans tickets and boarding passes at the gate. The role of a boarding pass agent is more limited than a gate agent, focused primarily on processing passengers through the gate to board the aircraft. Key duties include:
- Scanning boarding passes
- Verifying passenger identification
- Checking carry-on baggage
- Directing passengers to the jet bridge
- Answering basic questions about the flight
The qualifications to be a boarding pass agent are typically a high school diploma and some customer service experience. Training is provided by the airline.
Check-in Agent
Some airlines and airports use the term check-in agent to refer to the person who checks documentation and scans boarding passes. Check-in agents work at both the ticket counter and the gate. Main responsibilities include:
- Processing passengers at ticketing counter
- Printing boarding passes
- Checking baggage
- Checking tickets and identification at departure gate
- Scanning boarding passes
Check-in agents complete airline-provided training programs and must have good communication and computer skills. It is often an entry-level airline position.
Airline Agent
Airline agent is a more general term that may refer to ticket agents, gate agents, or other customer service staff. Airline agents have various duties such as:
- Booking reservations
- Issuing tickets
- Processing check-ins
- Answering customer inquiries
- Making announcements
- Scanning boarding passes
Airline agents complete airline training programs and must have customer service skills, basic computer skills, and high school diplomas. Some airlines may prefer candidates with college education.
Customer Service Agent
The term customer service agent is sometimes used by airlines for the workers at ticketing counters and gates. In addition to checking documentation and scanning boarding passes, customer service agents have responsibilities like:
- Booking reservations
- Issuing tickets
- Checking baggage
- Finding lost luggage
- Handling customer complaints
Customer service skills are essential for this role. Customer service agents complete airline training programs after being hired.
Job Requirements
While specific job titles and responsibilities may vary between airlines, airports, and countries, there are some common requirements and qualifications for the personnel who process passengers at ticketing counters and departure gates:
- High school diploma or equivalent
- Strong customer service orientation
- Ability to stand for long periods of time
- Computer and technology skills
- Good communication skills
- Foreign language skills may be preferred by some airlines
- Valid passport and ability to qualify for airport security clearance
- Completion of airline training program upon hiring
Most airlines provide their ticketing and gate agents with on-the-job training specific to their procedures and technology systems. New hires shadow experienced agents for a period before working independently. Some airlines may prefer candidates with a college education or previous experience, but this is not strictly required for most entry-level agent roles.
Conclusion
The most common job titles for the personnel responsible for processing passengers’ tickets and boarding passes at airports include ticket agent, gate agent, boarding pass agent, check-in agent, airline agent, and customer service agent. While specific duties vary, all of these roles involve verifying travel documentation, managing check-in processes, scanning boarding passes, answering passenger questions, and facilitating the boarding process. Strong customer service skills are essential. Most airlines provide on-the-job training programs for newly hired ticketing and gate agents.
