Smith decided to continue the story of his experience by posting a Podcast. If you are interested in listening to the Podcast, click here.
Following the Podcast, Southwest Airlines again apologized to Smith and decided to share some more information regarding their private conversation with him.
They posted the following to their blog.
...And yes, Smith continued to post his feelings on the matter.
The story is now winding down. Southwest Airlines continues to post updates to their blog on a variety of topics. Smith continues to Tweet and blog about his life aside from the incident. Life goes on.
Personally, from a PR perspective, I think Southwest did a good job handling the situation. There is not much more they could do to fix what happened to Smith. Thanks to social media, they were able to respond in a timely manner and keep their audience informed as the conversation carried on.