We'll just have to agree to disagree. But when the owner/publisher of a blog posts has a personal history of being blacklisted from the airline because of theft/deceit/dishonesty, I don't think it's herculean to suggest 1) there's a bias that should be disclosed, and 2) it takes chutzpah to make posts about how the airline treats customers poorly/with disregard. Arguments that you should treat customers "right" is really a moral/ethical one.

One way to think about it: would you call Ben as a witness to testify about whether United treats its customers fairly/properly/ethically? Even if you dont think his testimony would be biased, the likelihood of the appearance of bias is quite high given the history between him and that company.