I saw in the paper today that this video has gotten a huge amount of hits. Now United is falling all over itself to make him happy, even saying that they will use the video in customer service training.
Was on Good Morning America today. They said United is now working with the man to resolve the issue (repair or replace the guitar). Some guitars are worth tens of thousands of dollars to certain collectors. I've known folks that buy a seat on the plane for their guitar/banjo/whatever..