I'm surprized they have not paid him the $2K and adopted a new carry on policy. I always carry on a soprano ukulele as it fits in the carry on dimensions. Ric
It's easier to ask for forgiveness, than permission!
Landing 0n O'ahu flying Hawaiian, I looked out the window just in time to see a baggage handler DROP-KICKING my luggage from the cargo hold onto the asphalt. Luckily I didn't have an instrument, but about three bags later I saw a guitar case get the same treatment all the rest of the baggage got.
This story was posted over on the Mandolin Cafe as well. It is a terrible outcome but honestly, I would never fly with a case like that unprotected. I travel between Australia and Honolulu for family often, and I always put my guitars inside a case cover with extra padding inside, and all the dangly bits taped over so it cannot catch on anything - 20 years of travel and so far so good. At least the Airline did the right thing in this case, repairing the original and giving him new guitar as well.