As the Coast Guard sped toward the cruise ship, Pam was still on the phone with the Norwegian employee in Miami, begging her to tell the ship to wait. As they approached the looming 14 white decks, she got an update: The captain was refusing their request. They would not be allowed to board.
Turns out the cruise industry is not a customer service industry. This is quite a saga and that last line is really something.
Curbed