Agreed. Once he ceased following the instructions, now it's an LE issue. However UAL shouldn't at all be surprised that "force may possibly be used", because up to this point, he hadn't followed instructions. Granted, it had good case to be upset as a paying passenger who hadn't done anything except legitimately board the plane and go sit in his assigned seat and mind his own business; then all of a sudden is being told he's being kicked off the plane.....all so UAL can board crew that it needs to take somewhere? He has a great case to make for bad customer service, as like I said before, UAL should've just eaten the cost of getting a crew out there if there was no other way to, rather than screw over a revenue pax who had already been properly boarded and seated per his purchased ticket. Essentially being invited into the house, then being told to leave for no real good reason. Customer service fail.