I am not an apologist for UA, but a charitable reading of the "over entitled" comment, in context, suggests that he might have meant "over compensated." He says that in the context of what the customers are providing to the airline.
You're more charitable than Mother Theresa.
I think he's pretty clear, they knew what they were doing (cutting elite bonii for Gold/Plat, cutting promised lifetime benefits for MMs), and did it because they think loyal flyers are 'entitled' leaches. Eliminating special service for Plats and 1Ks because some of them might be "cockroach plats/1Ks". They'll reap what they sow.