This has to be one of the most interesting threads I have read on PPRuNe in a long time.
It would appear that customer service failed in favour of an attitude problem, the Flight Crew among st us have reiterated that the Captain was in command yet was nowhere to be seen in the video(s) whilst the guy that was paying his salary is receiving treatment in a Chicago hospital.
The CEO of United initially sang the praises of the staff involved ... right up until an adverse statement came from the White House at which point his underpants turned brown.
How about we all go out, buy a bag of popcorn, sit back and watch the fireworks whilst, as an industry as a whole, we wish the unfortunate victim a speedy recovery?