I think as others have put it -- the video does not include what was said or how it was said by MSC employees, only the reaction of B&D, so at present, it is one sided. No one said they were lying but there is also no proof of how MSC was "rude" either, other than B&D comments, so who are we to believe.
Always two sides to every story...
Playing devil's advocate.
Yes, it is a MSC PR nightmare but will it sink the ship (pardon the pun), I doubt it...
Will it stop people on going on MSC -- sure but I still see them doing well regardless...and I am not a MSC fan, I just like cruising in general.