Behind the Gate: What GAO Found About Airport Service Workers in 2025
A new GAO report takes a clear-eyed look at the people who keep U.S. airports humming—baggage and cargo handlers, cabin and terminal cleaners, concessions and catering crews, contracted security, wheelchair attendants, skycaps, and ticketing and customer service agents. These private-sector workers perform the unglamorous but indispensable tasks that move passengers and goods safely and on time, and their vigilance often makes a difference. GAO highlights cases where ramp workers spotted smoke, missing equipment, or damage and helped avert larger problems; it also notes incidents where missteps—like an oversteered pushback or equipment left attached—triggered delays and repairs, underscoring how complex the ramp environment is and why training and procedures matter. The report situates these responsibilities within FAA’s safety oversight and TSA’s security regime, including access-badge training and expectations to challenge suspicious behavior, and points to DOT’s 2024 rule clarifying “safe” assistance for travelers using wheelchairs.
Economically, the report frames these workers through the lens of non-aeronautical revenue—the parking, ground transportation, retail, food and beverage, hotels, and car rentals that help fund airports. Across 138 of the busiest commercial service airports in 2023, ground transportation and parking generated about $5.9 billion and terminal concessions about $2.3 billion; together, non-aeronautical sources accounted for roughly 46% of operating revenue, though the mix varies widely by airport (about 19% at JFK versus roughly 54% at DFW). Airport impact studies add color: Phoenix Sky Harbor reported $1.5 billion in 2022 passenger-services revenue across areas like retail, food, skycap, parking, and car rental; San Francisco International tallied ~$406 million from retail/concessions in FY2020 plus ~$97 million from security services and ~$24 million from its on-site hotel; San Diego identified ~$456 million from restaurants/retail, car rentals, and parking in 2017; and Sea-Tac car rentals alone reached ~$319 million in 2017. While revenue can’t be precisely mapped to specific occupations, these figures show how service work underpins airport and regional commerce.
On wages and household well-being, GAO’s analysis of CPS and ACS data finds airport service workers generally better off than similar service workers across all industries but behind “air transportation workers overall” (a group that includes pilots, flight attendants, and mechanics). Median hourly pay for airport service workers was estimated at $19.74 (in 2024 dollars). Within occupations, airport-based cleaners and ticketing/customer service agents earned more than their counterparts across all industries—about $18.35 vs. $15.91 for cleaners and $20.20 vs. $17.75 for agents. About 92% of airport service workers had health insurance, and roughly 73% received it through an employer or union, much higher than service workers across the broader economy. Still, approximately 7% lived at or below the federal poverty line (compared to 15% for service workers in all industries and 4% for air transportation workers overall), about 44% of renter households were moderately or severely rent-burdened, and around 12% lived in households receiving SNAP benefits.
Demographically, the workforce skews mid-career—the median age is 44—and is almost evenly split between men and women overall, though baggage and cargo handling is predominantly male. Roughly 21% identify as Hispanic or Latino; racial composition varies by occupation, with, for example, a higher share of Asian workers in concessions and catering than the airport-service average. About 92% report U.S. citizenship, with small differences across roles. Educational attainment tends to be higher than service workers in all industries, with “some college/associate degree” most common; about a quarter of ticketing and customer service agents hold a bachelor’s or higher.
Overall, GAO paints a balanced picture: airport service workers are central to safety, security, passenger experience, and airport finances; their jobs support major revenue streams and ripple effects in regional economies; and while airport settings often confer somewhat better wages, benefits, and stability than comparable service roles elsewhere, many workers still face tight household budgets and housing cost pressures.
Credit: U.S. Government Accountability Office, “Aviation Workforce: Contributions and Characteristics of Selected Airport Workers,” GAO-25-107678 (Acting Director: Danielle Giese) and staff.
Disclaimer: This article summarizes a GAO report for general information only and may omit nuances. It is not legal, financial, or operational advice. Always consult the source document and qualified professionals for decisions.