WELL to tell you the truth
I feel sorry for them too, that's why I post this Problems so New cruisers don't fall in the same situations.
This is just an opinion:
Sometimes an old cruiser says "tours outside cruiseline services are cheaper" and yes that is true but in order to do so you have to be an experience cruiser in order to know the limitations of them,time and risks, if you are a new cruiser do yourself a favor and book a cruiseline tour you will enjoy your cruise time better than this unlucky people.
Here is a new video I found so you can see this is not an out-normal-situation for the cruiselines...