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Generally that is (was) the case because the clubs are usually staffed by very senior (high seniority -- many years of experience) United agents.
I am also what's called a "senior" agent, not due to my age but by my many years of experience in ticketing, fares, rules, etc. (on Fastair). Without bragging, I doubt there was a ticket problem around that I couldn't get through or legitimately fix.

I am no longer that agent - I have only been on SHARES for 3+ weeks and it is an entirely different system - a new language with limitations. We were given a one week crash course in the bare basics and a little OJT prior to March 3rd. It was only when we got onto the live system on March 3rd that we could really gauge the differences and limitatons versus Fastair.

We have 24/7 phone access to a Help Desk setup in Houston and although most agents are helpful and well-meaning, they are only as good as the knowlege (or lack of knowlege) they have of SHARES. Same for the ex-COn agents working next to us on the counters and gates. A lot of answers I am seeking I have had to get by "trial and error", digging and searching through a flip book myself or calling back until I get someone who knows or will put me on hold while they "check with someone else". There is currently no way I could retrieve an international ticket and start changing, repricing and reissuing it - impossible. I'm at the mercy of calling that Help Desk or referring the passenger to Reservations or his/her elite number to get it done.

Yeah, we used to "know our way around the system"; I feel that will happen again in due time but for now, I need a really good map ! I don't think agents are being unhelpful or were not trained as some have suggested, it's just that we are so aware of the limitations. For some this would cause hesitation or referring the passenger to another area or agent. For myself (again, without bragging), I would rather take on the challenge even if it means getting on the phone to ask questions and spending time with it. However, if the problem is lengthy we cannot spend an inordinate amount of time with one individual while others wait for less time-consuming issues.