My two experiences with the SAN ticketing counter was positive both times but neither involved original ticketing. The first time I had an online PNR so it was just a function of looking up the reservation, handing over the CC, and getting a ticket. The second time was for a refund of the unused portion of the ticket. I looked at doing this online and thought it too complicated to explain what happened (double ticketed and used half each way). The counter agent knew exactly what to do when he looked up my PNR and I was out the door in 2 minutes with the refund.