IB can be extremely generous with their compensation if they feel the circumstances warrant it, often paying far more than their legal obligation. While IB is very frustrating and difficult to deal with, they do seem to ultimately try to do the right thing and be fair ... just there is a bureaucratic morass that you must go through. For example, IB paid me USD 150 meal allowance during an involuntary reroute (the hotel could not believe it, they had never seen any airline authorize more than USD 60 in that circumstance); of course it was impossible to spend on a meal, so it was a symbolic gesture (and IB wound up paying circa USD 50). My point is that IB offered it to me unsolicited, because they felt the circumstances merited it (IB was at fault in various ways). I thought it was a quixotic gesture. It hasn't changed my opinion of IB as being inept, incompetent and frustrating to deal with, but they are trying to do better. So your job is to give them a chance, and cause to do better. Given the language problems, I think having written correspondence is actually something that works to your advantage (even more so if it can be in Spanish as well as English).