Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
IB can be hopeless on the ground - poor organisation is a mild term for it. It seems to be part of the corporate culture, as well as encountered too often as a customer service "feature" in Spain (and many other countries) - though there are some IB employees who are eager to assist (the baggage agent I dealt with at BCN was outstanding).
I think the AA liaison with IB is for any AA-related problem - but some agents may not know about it, the EXP agent I spoke with did.