Ok, I am not normally one to come out on the side of the company, but give the guy a break. You would have to be a saint (or a truly gifted manager/bs'sr) not to get a little tired of the constant wining of the pilots.
If you got an email from a pilot complaining about not getting any requests, but he has 20 days off in the month, it would be a little hard to be sympathetic and not lash out a little bit.
We are slowly moving forward. Tell the guy he is doing a good job once in a while. It will likely go a long way.