I'm more outraged that the man had to sit in the airport for two days because the airline kept screwing things up.
Honestly, it sounds to me like he had a really crappy experience with an airline, and he's using his dog to get the story out there.
Because, really the only time the dog comes into the picture is when he says that the dog was kicked twice. I've been training service dogs for five years now, and have had MANY long conversations with service dog owners about their experiences with their dogs, and I can't remember one time when an employee of ANY public place maliciously kicked a service dog. There are dozens of examples of when an employee accidently kicked the dog, tripped over him or whatever; I've experienced several myself. IME, this is more likely what happened.
He does say about the second kick, “(He) kicked her so hard on the rib cage, that she flew into my lap… He said he was afraid of dogs.” Now, this is a large dog. From the pictures on the man's website, she looks to be at least 60 pounds. IMO, it's highly unlikely that any person would have the strength to KICK a 60 pound dog flying, much less several feet into the air onto a person's lap. It is much more likely that the employee tripped or maybe even nudged the dog, scaring the dog and making her jump into the man's lap.
The man's credibility is lessened more when you consider that he just founded his own service dog training organization less than 2 years ago and I'm sure is working really hard on marketing and such. I know firsthand how hard it is to fundraise for a service dog training organization, especially in the first few years before you have a lot of working dogs out there.
So my opinion? He had a really bad airline experience. He would've had almost just as bad an experience if his dog hadn't been there. He perceives that his dog was mistreated, and since he's so focused on marketing and publicity, he decides to talk to the press about his experience.
IMO, it would've been much better if he had talked about how his dog helped him while he was in such a stressful situation, since that's supposedly what she's trained to do.