I had a very interesting dilemma on a recent trip to LHR from SFO via EWR. I was flying on Continental for the SFO - EWR leg and on Virgin for the EWR - LHR leg. While on the first leg, my flight was diverted to St. Louis Missouri because of storms passing through the East (this was July 14th). I knew that I was going to miss my connection in EWR and got on the phone to Continental to get rebooked on another flight. This is where it starts getting interesting...the reservations agent at Continental told me that as I purchased the ticket through Virgin and that it was their ticket stock that I needed to call them to be reaccommodated. I then called Virgin and was told that it was Continental's responsibility as the diversion happened on one of their flights, therefore it was their responsibility to reprotect. So I called Continental back (and actually got the same reservations agent) and was told again that I needed to call Virgin. So I called Virgin again and was told that Continental needed to reprotect and that I should ask to speak with a supervisor over there. So I called Continental back where the reservations agent begrudgingly connected me to a supervisor after telliing me that there was nothing that they could do. The supervisor reiterated the same story about how Virgin was responsible, so I then explained all that I had been through and asked him to call Virgin. This he did. About 5 minutes later, he came back n the line and told me that Continental would be changing the ticket. Now what happened here? I do not know if it was Virgin's or Continental's responsibility to change the ticket, but it sure wasn't my responsibility to mediate between the two companies.
It was a good job that I got this taken care of on the phone at St. Louis, because by the time I got to EWR all of the London bound flights were booked for 3 days solid. I was lucky to be on the morning Virgin flight (of course I had to spend the night in EWR with a lot of stranded passesngers, but it sould have been worse).