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Af­ter months of cus­tomer frus­tra­tion and spec­u­la­tion, Trin­ba­go Ex­press founder and CEO Pamela Lind­say has ad­dressed cus­tomers’ con­cerns, out­lin­ing the se­ries of events that led to wide­spread car­go de­lays and pledg­ing swift res­o­lu­tion and per­son­al ac­count­abil­i­ty.

How­ev­er, some cus­tomers are not buy­ing her sto­ry, say­ing they have heard it be­fore.

Speak­ing in an ex­clu­sive in­ter­view, Lind­say ad­mit­ted that a “per­fect storm” of lo­gis­ti­cal chal­lenges, in­clud­ing de­mur­rage fees, port con­ges­tion and in­ter­nal com­mu­ni­ca­tion gaps, cre­at­ed a sit­u­a­tion “un­prece­dent­ed” in the com­pa­ny’s 28-year his­to­ry.