Mike-
I'm very happy that I was able to set you off in the right direction toward a solution. I also thank you for the personal response you sent me.
I'm sure your reasonable attitude and pleasant demeanor had a lot to do with the agents you spoke with ensuring that your colleague was properly taken care of for the rest of his itinerary.
Some posters may take offense at what I wrote and insist that attitude and demeanor shouldn't be a factor. The truth is that we are all people and we are all customers of one another's business. Proper etiquette and being reasonable goes a long way if your intent is getting what you want and are entitled to.
After all, your colleague didn't spend 6+ hrs waiting to board a flight and then break the boarding agent's neck and put him in a coma citing the delay itself as a valid reason for doing so and get away with it.
I'm very pleased it worked out and am sorry there was a situation to correct in the first place.