Bad treatment as guests and no customer service

I visited Durban Cruise Boat with my fiancée on Saturday 27 September 2025 to make a booking to go on a sea cruise for one hour. We arrived at 2pm and joined the queue to make a booking. We paid and got our sea cruise ticket for 17h30 sea cruise. We went to a restaurant for something to eat and thereafter waited until the time of the cruise. When our boat had arrived we followed others to jump onboard. Just when we were about to board the boat, a man on board told us there was no room for any more passengers. I complained saying "what about our tickets," but he never even bothered to talk to me. The boat left us standing there. We went back very disappointed to try and claim a refund of our money. After a long tussle with people who helped us make a booking earlier, we were refunded. What a terrible experience to have gone through. As guests I believe we weren't supposed to be treated this way by the man on board.