There were no faults in the way he handled it. The airline was completely to blame, severely inconvenienced him, falsely accused him, and cost him money. Outrageous behavior against any passenger. That he is a 950,000 mile traveler on the airline and often writes articles recommending them to others (at a time when United is well known for being among the worst of the carriers) makes it completely idiotic from a business standpoint as well.