I had a similar issue at SNA. I had to go there to finish booking an award seat for my GF and also had to take a long cab ride to do so. Get there and immediately get in the Elite line whereupon I am almost immediately asked to get into the "ticketing line". It was moderately busy there but nothing crazy. There were about 8-10 people in front of me in the ticketing line and one TA working the line. I had to stand there for about 30 minutes waiting to see the agent. Meanwhile, the elite line essentially had no one in it...kind of ticked me off as to why I couldn't handle a ticket issue via the elite line.

Craig