Around 50 passengers who had booked a weekend cruise aboard the Genting Dream, operated by Resorts World Cruises, were denied boarding due to overbooking. The incident occurred on the long weekend last week with Good Friday, turning what was supposed to be a quick getaway into a disappointing experience.
According to one of the affected passengers, who preferred to remain anonymous, her family had made the booking on December 21, 2023, months in advance. They completed the mandatory online check-in and received an email confirmation on March 27, 2024, two days before the scheduled trip. They were eagerly looking forward to the trip, but everything seemed to be going smoothly until they arrived at the Marina Bay Cruise Centre on March 29, 2024.
Upon arrival, the passengers were informed that the cruise ship was fully booked and there were no rooms available for them. They were asked to wait until 7 pm before they would know if they would be allowed to board. However, as the clock struck 7 pm, the situation remained unchanged, causing a deep sense of frustration and disappointment among the passengers.
In a crowded waiting room, the passengers, including the affected family, started seeking answers from the staff. Some raised their voices and expressed their hunger, as they had been waiting for hours with no solution in sight. Despite the commotion, the ground staff remained calm and continued to apologize for the inconvenience.
As time ticked away, around 20 groups were eventually called for boarding at 7:45 pm. Unfortunately, the affected family was not among them. At that point, feeling a sense of helplessness, they realized they were unlikely to be called and requested the return of their passports. However, the staff was delayed by various complaints, further prolonging the passengers’ ordeal. It was not until 8 pm that the passengers who were unable to board received their passports back.
The incident could have been avoided if the cruise operator had informed passengers about the overbooking situation ahead of time, preventing wasted time and dashed plans.
Resorts World Cruises, in response to the incident, has apologized for the inconvenience caused and offered compensation to the affected passengers. They were given the option of a free upgrade to a balcony room or a palace suite for their next cruise trip.
While some passengers found the compensation acceptable, many expressed their discontent with the half-day wasted and disrupted plans caused by the overbooking. They believe that Resorts World Cruises should have communicated the situation earlier to minimize the inconvenience.
