The Glacier Express bus was a disaster from start to finish. When we got off the ship, we looked for someone to give us some instruction. There were so many people holding signs but none for the Glacier Express. So we stood in a long ticket line just so we could find out where we were supposed to go. Finally, we were told to go two sections over and look for someone with an orange hat. We found one guy who just pointed at another guy and said ask him. So we asked the other guy and he basically didn't know anything. Finally we saw a bunch of people standing in line by the curb and we asked them and they told us it was the correct line. After standing and waiting for nearly a half hour, a bus drove up. A guy in an orange hat shouts "Mendenhall Visitor's Center" and a huge group of people rushed the bus. We who had been waiting in line from the beginning, we not allowed on the bus because they wanted to keep a "tour" together and there was no more room. Several customers were irate, but instead of apologizing to them, they started blaming each other until one lady pinned the main guy down and he couldn't deny that he had excluded us. Then he started with "we have 5000 tourists a day we have to try to deal with." It seems to me that if you deal with 5000 tourists a day, you would be ready and organized and have some kind of system to deal with them. A few orange cones and some directions would have been all it took to make sure people boarded the bus in order. They finally sent for another bus and we went off to the glacier. On the way back, the bus comes "every half hour" but what they don't tell you is the bus only seats 40 people and that there are at least 60 or more people waiting to get on, so your wait is at least an hour. We were able to get on the bus, but there were no more seats, so we had to stand in the aisle of the bus for the entire trip back to the pier. Also, there was no "narrated tour", just a guy telling really dumb jokes. This tour bus is horribly mis-advertised. I believe we deserve a refund. Completely ruined our day in Juneau.