I am one who is quick to praise. BUT, like you when something like you mention occurs, I report it. In writing. If all one does is go on social media and complain, nothing will change. And, yes, one must name names. Thanks for being so explicit.
We were on Midnatsol in Antarctica almost two years ago and it was the trip of a lifetime. But if you're expecting a 'regular' (whatever that is) experience you'll likely be disappointed. We ADORED it.