When most travellers begin their airport journey, the first face they see belongs to a check-in agent. These professionals set the tone for the entire travel experience. They make this happen while issuing boarding passes, checking baggage, answering questions, and solving last-minute problems with patience and efficiency. Behind the smiles at the counter lies a demanding role that requires sharp communication skills, strong problem-solving abilities, and an unwavering focus on customer care.
Today, we take a look at the people we see and interact with all the time in airports, the check-in agents, and the lobby coordinators.
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🧳 The Real First Class
Most travellers think their journey starts when they board the plane.
But ask anyone who’s ever missed a flight, had a passport issue, or arrived with too many bags, and they’ll tell you the truth:
The journey really begins at the front of the terminal, with a check-in agent or a lobby coordinator.
These are the people who say “Good morning” when you’re frazzled.
Who explain the kiosk.
Who fix the booking error.
Who somehow tag five bags while gently rerouting a toddler having a meltdown.
They are calm. Steady. Focused. And they represent the airline every bit as much as the cabin crew.
This video shows what check-in agents do.
👋 What a Check-In Agent Really Does
Forget the idea of just printing boarding passes. Check-in agents are the first line of service, and sometimes, the first line of defence. Their job is part hospitality, part logistics, and part emergency management.
Their daily tasks often include:
Greeting passengers with professionalism and empathy
Verifying IDs, passports, and visas
Weighing and tagging luggage
Rebooking delayed or cancelled flights
Communicating clearly with both passengers and gate agents
Coordinating special requests, including unaccompanied minors, wheelchair assistance, pets, etc.
Tools of the trade? Reservation systems, bag tag printers, hand-held scanners, and, most importantly, a cool head.
I’ve had many experiences with check-in agents. One in particular comes to mind. I was travelling from the Raleigh-Durham International Airport to Leon, Mexico. I came up to the counter, walking with my cane. After the agent checked me in, she announced, “Mr. Kennedy, I’ve requested a wheelchair for you. It will be here shortly.” Stubborn old thing that I am, I could have gotten through security and made it to my gate; however, the convenience of the wheelchair and the agent’s thoughtfulness made the beginning of that trip very pleasant.
This is not just a job. It’s a mission:
Help passengers begin their journey feeling seen, helped, and safe.
🙋 Who Is the Lobby Coordinator?
While check-in agents are usually behind the counter, lobby coordinators are out on the floor. They’re floaters, fixers, explainers, and wayfinders.
Think of them as customer service on the move.
They assist at self-serve kiosks, reroute confused travellers, help prioritize lines, and smooth over miscommunications. Many are cross-trained in check-in procedures and step in wherever they’re needed most.
It’s the ideal role for someone who loves variety, thrives in motion, and can stay calm while pointing six people in six different directions, all with a smile.
This video offers a look at what this critical customer-facing role involves.
🧭 Who Are These Jobs For?
Maybe you’re 23 and don’t want to sit at a desk all day.
Maybe you’re 53 and starting over after a layoff.
If you’re organized, dependable, people-savvy, and willing to learn, you belong here.
No degree required
Training provided
Airline travel benefits often included
Opportunities to advance within 6 -12 months
Whether it’s your first job or your next chapter, these frontline roles open the door to bigger things: gate agent, operations lead, even station manager.
💬 Representing the Brand
Let’s be clear: when you’re a check-in agent or a lobby coordinator, you are the airline.
Not just a helper. Not a temp. You are the face, voice, and first impression of the brand. And in many cases, the last person someone will remember when they land at their destination.
That’s not a small thing. That’s legacy work.
🔁 How to Apply
You can find these roles through:
Major airlines (like Delta, United, Air Canada, WestJet)
Ground service contractors (like Swissport, Unifi, Menzies, and GAT)
Regional feeder airlines (like Endeavor Air, SkyWest, Jazz Aviation, Copa Airlines Colombia)
We’ve compiled a regularly updated list of companies and job boards to help you get started.
Visit the AvGeek Jobs Board for everything you need.
✨ From the Editor’s Corner
I reinvented myself at age 53. That’s not a throwaway line. It’s a fact. And I know how hard, disorienting, and humbling that can be.
But I also know how rewarding it is to find work that matters. To be part of a system that works, and to rediscover your voice in the process.
If you’re unsure where to begin or just need someone to talk it through, I’m here.
Message me anytime. I’m a good listener.
📍 Final Boarding Call
Check-in agents and lobby coordinators don’t wear wings. They don’t sit in the cockpit. But make no mistake. They are aviation professionals.
They’re the ones who open the door so others can fly. And if you’re looking for your next opportunity, maybe that door is opening for you.
✈️ Stay curious!
Rob Kennedy
AvGeek in Residence
🔜 Coming Up Next in AvGeek in Residence
The Ground Maestro: Ramp Coordinators in Action. How flights get turned around in 30 minutes
Guiding the Giants: Marshalls at Work. The people who guide the planes in with precision and skill.
Fueling Agent: Connects aircraft to fuel trucks, monitors fuel loads, and ensures safe and accurate refuelling, a critical role that requires precision, teamwork, and safety training.
Editor’s Note: I write the articles on AvGeek in Residence in collaboration with ChatGPT. This wonderful AI tool functions as my research assistant, my editor, and my brainstorming partner. ~ Rob Kennedy