Kevin Smith vs. Southwest Airlines

I honestly can't believe this actually happened. Kevin Smith was tossed off an airline for his weight? They should have given him two seats on the flight and then let him pay afterwards instead of pulling a move like that. However, I believe the airline responded appropriately after the incident. They were aware of their mistake and handled it as carefully as they could stating that they "could have potentially handled our communication better". The airline made no mistake to apologize to the director, and the press, more than once. Southwest promises to train their employees more appropriately on how to handle a situation like this and to improve their policy. Considering that the airline has had the lowest complaints within the past year, I doubt that this incident will make customers stop using their service. The airline can only continue to apologize, acknowledge their mistake, and help to improve their services.