Transport Minister Shawn Crockwell has hit back at critics of the new shuttle bus service aimed at cruise passengers disembarking at Dockyard.

And Mr Crockwell played down the extent of the delays — insisting that they were not as bad as had been claimed.

He said: “First and foremost, the Ministry wishes to acknowledge the transport concerns in Dockyard which have caused undue frustration for our visitors.

“Let me state unequivocally that we value our visitors and are appreciative of their decision to choose Bermuda as their vacation destination.”

But Mr Crockwell added: “That said, while we recognise that there have been some delays this week with the introduction of the new minibus beach shuttle service, I must stress that the delays were not as excessive as reported.”

And he said: “The situation was an exception rather than the norm and our Ministry is confident that the new service will prove to be successful as WEDCO and the Ministry collectively address and resolve the identified gaps and potential issues with the new service.”

Mr Crockwell was speaking after hundreds of furious visitors and residents on Wednesday were stranded in Dockyard amid transport chaos.

One woman tourist said she had been waiting two hours for a bus after WEDCO, which runs Dockyard, switched to a new mini bus shuttle service to ease congestion on public service buses from tourists trying to visit Island beaches.

Mr Crockwell said that the Ministry in partnership with WEDCO have introduced several initiatives “to ensure that the Dockyard area was continuously upgraded in an effort to enhance the visitor experience.”

He added: “Last year our Ministry and WEDCO introduced a new traffic and pedestrian system at the Ground Transportation Area (GTA) in Dockyard. The new system was necessary due to the increased number of passengers when the Norwegian Breakaway began service to Bermuda on May 15, 2013 and it has proven to be very successful providing a safer and more logical system for cruise ship passengers. Our cruise partners continue to provide complementary comments on the new system.”

Regarding issues raised regarding the communication of how visitors from the cruise ships were advised of utilising the new beach shuttle service and the suggestion that unfair marketing practices took place, the Minister stressed: “The Ministry would never support the cruise lines encouraging their passengers not to use taxis or minibus. This is clearly evidenced by our support of the new minibus beach shuttle service.

“To be clear, the Ministry has traditionally provided a limited number of transportation passes for sale on-board the cruise ships that make regular visits to Bermuda. This is not a new practice and this was also done under the previous government.

“A limited number of passes are sold on-board to minimise the shore side demands and reduce long lines at the sales kiosks at the ground transportation area and visitor service outlet in Dockyard. The transportation passes are also used for travel on-board the ferries which is heavily utilised therefore there will always be a demand for passes.”

“The Ministry has previously clearly stated that we support and encourage visitors in particular cruise passengers in Dockyard to utilise taxis and minibuses. The large numbers of passengers in Dockyard provide entrepreneurial opportunities while reducing the need and reliance on the public buses that have traditionally provided this service. This concept was recently supported by a member of the Opposition during the question and answer period following the Minister’s reply to a parliamentary question related to minibuses.”

Replying to the PLP’s allegations of budgetary inconsistencies and union concerns, the Minister said: “The revenue projections were based on the increased number of passengers over the previous year which will result in additional sales and demands for charter excursions. Furthermore, at no time are we able to substantiate the non-payment of overtime when it was earned. Our payroll records can substantiate this.”

“It is terribly disappointing to see that into this difficult situation, Opposition MP Lawrence Scott has issued a statement that adds nothing positive to the matter. Instead, his commentary has been relegated to nothing more than political point scoring — regrettably offering nothing constructive. Mr. Scott’s information is largely inaccurate, with unsubstantiated statements.

“For our part, we are focused on solutions, and I want to assure the people of Bermuda and our visitors that this Ministry has moved forward with on-the-ground measures to correct an unfortunate situation which I am confident will eradicate the challenges we faced earlier this week.”