What role does an agent play in the aviation industry?

In the aviation industry, an agent primarily handles the ground phases of the flight. This role encompasses a variety of essential tasks, including managing passenger check-ins, overseeing baggage handling, and ensuring the smooth boarding and disembarking processes. Agents also act as a point of contact for passengers, addressing inquiries, resolving issues, and providing assistance before boarding.

While other roles such as flight crew members may control navigation and communication systems or coordinate in-flight services, the agent’s focus is distinctly on activities that occur at the airport and on the ground prior to and following the actual flight. By facilitating a seamless transition for passengers and baggage during these ground operations, agents play a crucial role in the overall travel experience and operational efficiency of airlines.