Originally Posted by JDiver

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.