” How did SW Airlines people find his Twitter feed right then when he was still at the airport? Do their personnel really go to social media sites when they are at work??? I think there my be an untold story here.”
Sounds like a setup/I got you.
Something is missing from this story.
All major companies have Twitter accounts. You can interact with customer service by sending a tweet to them.
He either did that, or tweeted with a hashtag related to Southwest and they monitor the use of hashtags like that.
It’s not a conspiracy theory.