United just gave me another reason not to fly with them. I quit flying United yeats ago after their customer service went all to heck and a United flight I was on had broken seats (at least ine seat with no seat back). 
The gentlemen was within his rights to refuse to deplane. He was a paying customer who expected to be transported between Point A and Loint B. He wasn't causing any trouble. If I were in his shoes I would have refused as well.
The critics in this comments section are absolutely wrong.