Jennifer says what bothers her most is that she feels she never received an appropriate apology from Royal Caribbean. "I think it's so much more admirable just to say, 'I'm not sure we did everything right. ... I wished we had done, maybe, things differently,'" Jennifer says. "Just admit some wrongdoing."
Goldstein offered regret for the treatment Jennifer received. "I am sorry if some of the things we came forward with in terms of the assistance we provided seemed trivial to you because that certainly wasn't the intention," he says. "I think we could have communicated better on a very disoriented day, and absolutely we should have paid for your air ticket home."
And in an apology, he says, "We did the best that we could, that we knew how to do, in a situation we had not encountered before. ... There wasn't anything that we could do that would have been enough. I am sorry, on behalf of the 40,000 people at Royal Caribbean, that we were not able to render you as much assistance and comfort as you would like to have had on that terrible day."