0:00:02 > 0:00:08This programme contains some strong language.
0:00:08 > 0:00:09London is full up...
0:00:12 > 0:00:16Are you going to allow them to jump on the back of your bus?
0:00:16 > 0:00:19I'm afraid I won't be able to take any more passengers.
0:00:19 > 0:00:23..thanks to a million more people arriving in the last 10 years.
0:00:24 > 0:00:28Transport for London now has more than 30,000 workers battling
0:00:28 > 0:00:36day and night to stop the city grinding to a halt.
0:00:36 > 0:00:39- Three people being shot up there. - It is war.
0:00:39 > 0:00:41I'll get the police and ambulance straight down there.
0:00:41 > 0:00:45The first week I was here, I thought, what have I done?
0:00:45 > 0:00:49With unique access to the nerve centre of the capital's transport system,
0:00:49 > 0:00:53this is the inside story of the people who keep London moving.
0:00:53 > 0:00:56You're not only a bus driver, you become a psychotherapist
0:00:56 > 0:00:57and psychiatrist.
0:00:57 > 0:01:01People talk to you, some of them even flirt with you.
0:01:01 > 0:01:04Sit down quietly, we're not going to Hell, we're going to Ilford.
0:01:06 > 0:01:09It is the lifeblood of London, the buses are red, aren't they?
0:01:10 > 0:01:13There's my certificate, I'm a bus driver.
0:01:15 > 0:01:20- Thank you very much, you're so nice. - No problem at all.
0:01:20 > 0:01:23London has changed a lot, but I love it, it's London.
0:01:42 > 0:01:47PA. 'Welcome to Victoria Coach Station.'
0:01:47 > 0:01:49It's 6am at Victoria Coach Station.
0:01:51 > 0:01:53It's just opening for business.
0:01:55 > 0:01:59Over the next 24 hours, more than 32,000 passengers will come
0:01:59 > 0:02:02through the doors of Transport for London's only coach station.
0:02:02 > 0:02:04Mind your bikes, please.
0:02:04 > 0:02:05Come on, guys.
0:02:06 > 0:02:11It's now busier than Glasgow and Liverpool airports combined.
0:02:11 > 0:02:13Take your things with you.
0:02:13 > 0:02:17Thanks to cheap coach fares and mass migration in the last 10 years,
0:02:17 > 0:02:21one of the oldest parts of London's transport infrastructure has
0:02:21 > 0:02:22become one of the busiest.
0:02:23 > 0:02:26I need to get the bus from Heathrow, how do I get it?
0:02:26 > 0:02:29You need to cross over the road there.
0:02:29 > 0:02:33Customer service assistants must now cope with huge volumes
0:02:33 > 0:02:35of passengers from the moment the doors open.
0:02:37 > 0:02:39Morning.
0:02:40 > 0:02:43You need to go that way, that is the way out.
0:02:43 > 0:02:46Could you just stay a bit closer to the coach there?
0:02:46 > 0:02:51You get people coming very early in the morning, half asleep,
0:02:51 > 0:02:53not really knowing where they are.
0:02:53 > 0:02:55Can I stop you for a second?
0:02:55 > 0:02:57Just for a moment. For your own safety.
0:03:00 > 0:03:06They come in from all over Europe, from Germany, from Holland,
0:03:06 > 0:03:11from France, we don't only get people coming here from far away,
0:03:11 > 0:03:14you get a lot of commuters coming on those buses
0:03:14 > 0:03:17from places like Milton Keynes, we've got
0:03:17 > 0:03:21people coming to work from as far as Southampton or Bournemouth.
0:03:21 > 0:03:26- What have you got in there?- You don't want to know.- I don't want to know?
0:03:26 > 0:03:28I won't ask.
0:03:28 > 0:03:31- Thank you. - People carry all sorts of things.
0:03:31 > 0:03:35She said, "You don't want to know", you know. Discretion, I will not ask.
0:03:37 > 0:03:44- Sorry.- Dead one on the back. - Dead one?- Well, can't wake him.
0:03:44 > 0:03:47- Is he drunk?- A little bit.
0:03:47 > 0:03:51Young man, hello? You're in London, my friend.
0:03:51 > 0:03:54Come on. This way.
0:03:55 > 0:03:57- London, yes?- Yes, you're in London.
0:04:00 > 0:04:07Well, as I said, it's early morning, I think he must have had a few
0:04:07 > 0:04:11last night, because he was not quite sure where he was.
0:04:12 > 0:04:156.40am for some people is the middle of the night,
0:04:15 > 0:04:19and they find themselves in strange surroundings,
0:04:19 > 0:04:23Victoria Coach station, sometimes it is a bit too much to take.
0:04:25 > 0:04:30The staff here have had to cope with a revolution in the last decade.
0:04:30 > 0:04:32In the last five years alone,
0:04:32 > 0:04:35passenger numbers have gone up by a quarter.
0:04:36 > 0:04:39There is more and more people coming here every year.
0:04:39 > 0:04:42There is an increase, definite increase.
0:04:42 > 0:04:45What I remember when I started, and what we have now, it is
0:04:45 > 0:04:48a lot more people coming through these doors.
0:04:48 > 0:04:54People coming, people going, confused, worried,
0:04:54 > 0:04:57never travelled before, all human life is here.
0:04:57 > 0:04:59That's the coach station.
0:05:02 > 0:05:05I can't stand up!
0:05:05 > 0:05:06With so many people travelling,
0:05:06 > 0:05:11coach station staff must be prepared to deal with anything.
0:05:11 > 0:05:14No, no, no!
0:05:14 > 0:05:18Don't you think this is enough now?
0:05:18 > 0:05:22I know you're quite funny, but don't you think it is enough now?
0:05:22 > 0:05:24Seriously.
0:05:24 > 0:05:29'He was drinking, he drank too much, fell out of the coach,
0:05:29 > 0:05:31'the police were in arrivals this morning, there was'
0:05:31 > 0:05:34a broken bottle of something, by the time he got over here
0:05:34 > 0:05:39he had missed his coach, so when he tried to get another ticket,
0:05:39 > 0:05:42he had to pay an extra five pounds to update his ticket,
0:05:42 > 0:05:46he was not having that.
0:05:46 > 0:05:48As you can see, that's what we have just dealt with.
0:05:56 > 0:06:00The coach station is just one part of a bigger transport hub
0:06:00 > 0:06:03in Victoria. It includes buses, trains and the Tube.
0:06:06 > 0:06:08All are now at capacity.
0:06:10 > 0:06:14By 7am, Transport for London's control centre has
0:06:14 > 0:06:15a battle to keep Victoria moving.
0:06:15 > 0:06:17What we don't want to see
0:06:17 > 0:06:20when we're looking at Victoria is what we've got here.
0:06:20 > 0:06:23This is a long queue of traffic heading from Hyde Park Corner
0:06:23 > 0:06:27trying to get into the Victoria one-way system, which it is doing here,
0:06:27 > 0:06:29the next camera, that is where that is heading to.
0:06:29 > 0:06:33They are all coming round the corner, running into this.
0:06:33 > 0:06:38Victoria, Hyde Park Corner, Marble Arch, all part of the free route.
0:06:38 > 0:06:42If you lose one, it doesn't take long to lose the other two.
0:06:42 > 0:06:44If you lose those three, you lose central London.
0:06:44 > 0:06:49Hello, yes, restrictions there, down to one lane.
0:06:50 > 0:06:54This morning it is the underground which is the weak link in the chain.
0:06:54 > 0:06:56We have delays, what is the delays?
0:06:56 > 0:06:58Evacuation of the underground station.
0:07:00 > 0:07:01Ladies and gentlemen,
0:07:01 > 0:07:07please be advised there is no service on the District Line.
0:07:08 > 0:07:11Basically, once they get a lot of people into the station,
0:07:11 > 0:07:13they will shut the doors of the station,
0:07:13 > 0:07:16to keep the crowd safe, obviously people then have to come
0:07:16 > 0:07:18up into the bus station to find their alternate journey
0:07:18 > 0:07:21through London, and the first port of call is the bus station.
0:07:23 > 0:07:26Heads-up, they are having major problems downstairs.
0:07:26 > 0:07:29There are going to be major hold-ups, District Line,
0:07:29 > 0:07:31west and east, major delays.
0:07:32 > 0:07:35Mind the bus, please.
0:07:35 > 0:07:39Join the queue, please.
0:07:39 > 0:07:41We are human beings, not animals.
0:07:41 > 0:07:44The queue starts down there, please keep walking down.
0:07:44 > 0:07:47Everyone else is doing it, let's all be nice to each other.
0:07:47 > 0:07:51We are not like the Tube, we don't push, we don't shove, we queue nicely.
0:07:51 > 0:07:53This is what we call pleasant travel.
0:07:54 > 0:07:56Mate, get out of the road.
0:07:56 > 0:08:00Mind the bus, please. Mind the bus.
0:08:01 > 0:08:04Shit, here we go. You all right?
0:08:04 > 0:08:07- Yes.- Are you sure? Hang on.
0:08:07 > 0:08:10- You OK?- Tell the driver I'm OK. - You sure?
0:08:10 > 0:08:14- Yes, I was just too close to it. - You're OK?- I'm sure.
0:08:14 > 0:08:17He tried to walk behind the rear of the bus,
0:08:17 > 0:08:21and as the bus turned out, it flicked him back onto the island.
0:08:21 > 0:08:24Clear example, he wasn't watching.
0:08:26 > 0:08:30Mate, your bus is no extension of your dick, yeah?
0:08:32 > 0:08:35It would be 10mph, yes?
0:08:35 > 0:08:38OK, let's go.
0:08:38 > 0:08:41Mind the bus, please.
0:08:41 > 0:08:44It only takes something small like that, you can
0:08:44 > 0:08:48see the impact that already had, just with the buses slowing down,
0:08:48 > 0:08:51load-ins are higher, you watch buses coming out absolutely stacked,
0:08:51 > 0:08:55just those few buses taking the weight of those passengers,
0:08:55 > 0:08:59slowed the whole process down, bus station became congested, the road
0:08:59 > 0:09:04started to get congested, it is that easy, that balanced on a knife edge.
0:09:12 > 0:09:18Yeah, 19 will be fine, I'll clear it first. How many have we got, five? Over.
0:09:18 > 0:09:22By 9am, coach station operation manager Andy Gibb is dealing
0:09:22 > 0:09:25with 40 coaches arriving at once.
0:09:25 > 0:09:29Yes, no problem at all. Can you keep back, please?
0:09:30 > 0:09:34Keep on the roadway, please. Coach won't move.
0:09:34 > 0:09:38It's a bit like an airport, the coaches here book a departure time,
0:09:38 > 0:09:41departure slot, a piece of concrete.
0:09:41 > 0:09:46At this time of year, we are probably having about 700 coach departures a day,
0:09:46 > 0:09:48and that is 700 arrivals as well.
0:09:48 > 0:09:50That is what comes and goes.
0:09:50 > 0:09:52We squeeze a quart into a pint pot,
0:09:52 > 0:09:56we manage to do some gate rejigging, we manage to inform passengers.
0:09:57 > 0:10:00Control to mobile two, are you receiving?
0:10:00 > 0:10:03Was that 440 the 8.30, because it was showing Leicester?
0:10:04 > 0:10:09It is showing Leicester, which is a 9.30 departure.
0:10:09 > 0:10:13The coach station has changed beyond recognition since it opened.
0:10:13 > 0:10:17But the way it is run has changed little in the past 80 years.
0:10:17 > 0:10:22- It is quite old school, isn't it? - Yes. Very old school.
0:10:23 > 0:10:27I think technology passed us by somewhere, I think.
0:10:27 > 0:10:31The only thing older than me here is the infrastructure.
0:10:31 > 0:10:3334 years for my sins.
0:10:33 > 0:10:37Sometimes it does look a bit like a time warp when you come in here.
0:10:39 > 0:10:43When it was built in 1932, the coach station was intended to serve
0:10:43 > 0:10:46small sightseeing tours around Britain.
0:10:47 > 0:10:50'Here in London is the largest coach station in Europe,
0:10:50 > 0:10:54'links to other coach terminals in all the cities and towns of Britain.
0:10:54 > 0:10:56'On all coach journeys, one passes through interesting
0:10:56 > 0:10:58'and attractive parts of Britain.
0:10:58 > 0:11:01'From the strategic fingers of our Roman highways,
0:11:01 > 0:11:06'a network of 200,000 miles of road has grown in 1,900 years.
0:11:06 > 0:11:09'A network linking the many coloured jewels which enrich
0:11:09 > 0:11:12'the pages of our island's history.'
0:11:12 > 0:11:15PA. 'Please accept our apologies for the delay.'
0:11:15 > 0:11:19Now the same building must serve 1,200 destinations in Britain
0:11:19 > 0:11:24and 400 across Europe. The strain is showing.
0:11:24 > 0:11:26I queued for 15 minutes.
0:11:26 > 0:11:28Nightmare journey,
0:11:28 > 0:11:32they held us there for ages after being an hour late.
0:11:32 > 0:11:34Filming a shit service.
0:11:34 > 0:11:37I think it's a laugh, it's disgusting.
0:11:37 > 0:11:42I'm ashamed that this is the gateway to England for many people.
0:11:46 > 0:11:49Victoria Coach Station was transformed 10 years ago,
0:11:49 > 0:11:53when millions of Eastern Europeans became eligible to work in the UK.
0:11:54 > 0:11:57Migrant workers started to arrive here in large numbers.
0:11:57 > 0:11:59They came by coach.
0:12:01 > 0:12:05The largest group to arrive in the last 10 years are the Poles.
0:12:05 > 0:12:08Now with an estimated UK population of 500,000.
0:12:10 > 0:12:13The first coaches of the day from Poland arrive by mid-morning.
0:12:13 > 0:12:17IN POLISH
0:13:56 > 0:13:58Hello!
0:13:58 > 0:14:00How are you?
0:14:01 > 0:14:0652-year-old Polish national Ernest came to England eight years ago,
0:14:06 > 0:14:09and now works as a care assistant.
0:14:10 > 0:14:16- How did you get to England? - How? By bus. Do you know why?- Why?
0:14:16 > 0:14:21First, I can take a big luggage. Two suitcases, 50 kilograms each.
0:14:22 > 0:14:27Try to do that in Gatwick, no way.
0:14:27 > 0:14:30I wanted to go to England, not to the United States,
0:14:30 > 0:14:33not to any different country,
0:14:33 > 0:14:36Germany, no. Italy, funny.
0:14:36 > 0:14:42Spain, not exactly. England? Yes.
0:14:42 > 0:14:48Because...it is a very reasonable country. I like them.
0:14:48 > 0:14:50It is reasonable.
0:14:50 > 0:14:54Every single time I wanted to visit this country, and my dream was true.
0:14:54 > 0:14:58- Not France?- Never ever.
0:14:58 > 0:15:00No?
0:15:00 > 0:15:06They checked my luggage, one hour, and the dog sniffed it, next,
0:15:06 > 0:15:14he pissed on my suitcase, and I come back to England!
0:15:14 > 0:15:17- The dog urinated on your suitcase?- Yes. French dog.
0:15:19 > 0:15:22Ticket office supervisors find speaking Polish helps.
0:15:24 > 0:15:29When we opened to Europe, masses and masses of Poles who had never
0:15:29 > 0:15:33been abroad, they suddenly arrive here for the first time. "They".
0:15:35 > 0:15:39It was quite, quite amazing, and they were very excited,
0:15:39 > 0:15:43"We are from Poland, can you help us?"
0:15:43 > 0:15:48Sometimes, I help them, I think on a few occasions I have put them up
0:15:48 > 0:15:51because they missed the last coach
0:15:51 > 0:15:54and didn't have anywhere to go or any money.
0:15:54 > 0:15:57I live next door. So I put them up.
0:15:57 > 0:16:01I put up once five girls going to Scotland.
0:16:01 > 0:16:07Five girls with me in my room. In one room.
0:16:07 > 0:16:09They actually sent me a postcard.
0:16:09 > 0:16:12Yes, you know, occasionally I help people.
0:16:20 > 0:16:24The huge increase in people passing through Victoria
0:16:24 > 0:16:26has given rise to serious problems.
0:16:26 > 0:16:30So Transport for London pays for a special department
0:16:30 > 0:16:33of the Metropolitan Police to patrol this new border.
0:16:33 > 0:16:37The core phase is high visibility policing around the strategic hubs,
0:16:37 > 0:16:39which will be Victoria Train Station,
0:16:39 > 0:16:45the bus station at Terminus Place, and Victoria Coach Station.
0:16:45 > 0:16:49Every morning, Sergeant Sean Doyle briefs his officers on the day ahead.
0:16:49 > 0:16:51Obviously we all know there is
0:16:51 > 0:16:54a lot of activity around this area which includes drug thefts,
0:16:54 > 0:16:59people trafficking, 12 million people a year come through the coach station,
0:16:59 > 0:17:02the message is crime reduction, and my motto is
0:17:02 > 0:17:05making Victoria a hostile environment for criminals to come to.
0:17:13 > 0:17:15- Hello, you all right? How's it going?- Fine.
0:17:15 > 0:17:17Just doing very routine checks on people.
0:17:17 > 0:17:20Where have you travelled from today?
0:17:23 > 0:17:26It is a soft entry into the country, they come through the borders,
0:17:26 > 0:17:29but they don't actually check every single person
0:17:29 > 0:17:31on a 50-odd seater coach.
0:17:31 > 0:17:36Often when we do checks, we'll find 4-5 people who have drugs
0:17:36 > 0:17:39with them, some kind of immigration discrepancy.
0:17:39 > 0:17:43So it does end up being like a minor port,
0:17:43 > 0:17:48and we are working on a border, although we are inside London.
0:17:48 > 0:17:50- You all right? How's it going?- Good.
0:17:50 > 0:17:54- Where have you just come from, if you don't mind me asking? - Carmarthen.- OK.
0:17:54 > 0:17:56People do smuggle things in and out.
0:17:56 > 0:17:59We see all sorts of weird comings and goings.
0:17:59 > 0:18:01I'm going to do a search of you, to see
0:18:01 > 0:18:04- if you've got any cannabis on you. - I haven't.- None at all?
0:18:04 > 0:18:06Because if you have, let me have it now,
0:18:06 > 0:18:09and that will save me going through a process or whatever.
0:18:09 > 0:18:12Sergeant Doyle has received a call about a passenger
0:18:12 > 0:18:14just arrived from Manchester who is drunk.
0:18:14 > 0:18:16You all right?
0:18:16 > 0:18:22- He has a few gin bottles.- Has he been drinking?- He has been drinking.
0:18:22 > 0:18:26I think you might as well pour his alcohol away.
0:18:26 > 0:18:28- Yes.- If he had it open.
0:18:28 > 0:18:30You are not allowed to have these in Westminster.
0:18:30 > 0:18:34HE MUMBLES
0:18:34 > 0:18:36I'm going to pour them away.
0:18:36 > 0:18:38'We have a power, we call it de-canning.
0:18:38 > 0:18:41'It's basically taking alcohol off people'
0:18:41 > 0:18:44who are drinking in public places, and it stops them
0:18:44 > 0:18:48carrying on drinking and becoming a nuisance through the day.
0:18:48 > 0:18:52That is the difficult thing, he is not actually disorderly.
0:18:52 > 0:18:54Yes, he is drunk, but the difficult thing is,
0:18:54 > 0:18:57does a drunk need a police cell or a hospital bed?
0:18:57 > 0:18:59Do you have any identity or papers on you?
0:19:00 > 0:19:03What have you got in your pockets?
0:19:03 > 0:19:08I'm just going to ring immigration to check that you're all right. Yes?
0:19:10 > 0:19:13The frustrating thing for all parties is the fact he's got
0:19:13 > 0:19:15criminal offences against him,
0:19:15 > 0:19:18he's not bringing anything beneficial to the UK economy
0:19:18 > 0:19:20or anything, he's going
0:19:20 > 0:19:23to be costing our health system no end if he continues the way
0:19:23 > 0:19:30he's going, and like you say, could potentially die on the streets. Yes.
0:19:30 > 0:19:31Yes.
0:19:31 > 0:19:35They can't give him assistance to pay him to leave the country
0:19:35 > 0:19:37because he's got previous convictions,
0:19:37 > 0:19:41and they're literally saying he will be one person who,
0:19:41 > 0:19:43with a cold snap, would not be very good.
0:19:43 > 0:19:46OK. There you go.
0:19:46 > 0:19:48HE MUMBLES
0:19:48 > 0:19:50All right.
0:19:50 > 0:19:53I think there's 12 million people a year travel through this
0:19:53 > 0:19:57particular coach station, that's not including the international
0:19:57 > 0:19:59arrivals and various bits and pieces like that,
0:19:59 > 0:20:02so if you've got 12 million people going through anywhere,
0:20:02 > 0:20:05you're going to get some drunks, some homeless people,
0:20:05 > 0:20:08some people who are wanted, you know?
0:20:08 > 0:20:11We obviously deal with all of those people.
0:20:17 > 0:20:21By late morning, the rush-hour over, the station is calm.
0:20:21 > 0:20:24It's an ideal time for some passengers who like to
0:20:24 > 0:20:25travel by coach.
0:20:25 > 0:20:30- Hello, sir. Do you want to go to the disability lounge?- Yes, please.
0:20:30 > 0:20:33Customer service assistant Hayley moves
0:20:33 > 0:20:35between all areas of the coach station.
0:20:38 > 0:20:41It's very nice, very nice.
0:20:43 > 0:20:47It's busy in here today. Give me your ticket and I'll book you in.
0:20:49 > 0:20:52'Mid-morning to lunchtime, you've got all the elderly
0:20:52 > 0:20:55'and disabled coming in, it's a better time for them to travel
0:20:55 > 0:20:59'and it's not as busy as it is first thing in the morning.
0:20:59 > 0:21:01'We are there to assist them to the coaches,
0:21:01 > 0:21:04'make sure they get on the right coach.'
0:21:04 > 0:21:07What time is your coach?
0:21:07 > 0:21:10- Six o'clock.- Six o'clock? You've got plenty of time.
0:21:10 > 0:21:13I'm completely blind, I can't see a thing,
0:21:13 > 0:21:17and I cannot see how I can get into Liverpool Street
0:21:17 > 0:21:21and be put on the Tube, get off the Tube at the right place.
0:21:22 > 0:21:26It is marvellous because the service I get here gives me
0:21:26 > 0:21:29the independence to go wherever I want, really.
0:21:29 > 0:21:35I've got a dodgy back, and my knees, I'm waiting for new ones.
0:21:35 > 0:21:41And carrying bags becomes, balance becomes imperfect to say the least.
0:21:41 > 0:21:43I have a bit of a wobble.
0:21:43 > 0:21:46But these lads here, all the years I've been coming here,
0:21:46 > 0:21:48they've been fantastic.
0:21:48 > 0:21:51The service is just bloody brilliant. It really is.
0:21:51 > 0:21:53We have been treated magnificently,
0:21:53 > 0:21:56everyone has been really lovely here, really.
0:21:58 > 0:22:00Don't, I shall cry.
0:22:01 > 0:22:05- 102.- Bye-bye, love.
0:22:05 > 0:22:08She doesn't look 102, does she?
0:22:09 > 0:22:12Outside, with limited space in high demand,
0:22:12 > 0:22:15Hayley must juggle the constant flow of arriving coaches.
0:22:16 > 0:22:18You're too early.
0:22:20 > 0:22:24About 21 minutes early. That's pushing it, darling.
0:22:24 > 0:22:27Get chatted up a lot. Yes.
0:22:27 > 0:22:30Hello, darling. You all right?
0:22:30 > 0:22:31Very nice.
0:22:33 > 0:22:35Go, before you make me blush.
0:22:37 > 0:22:40All sorts. You're embarrassing me now.
0:22:40 > 0:22:43You having a bad day, darling?
0:22:43 > 0:22:46- I just woke up.- You just woke up?
0:22:46 > 0:22:48It was on autopilot!
0:22:48 > 0:22:50I call everyone babes, love or darling, you know?
0:22:50 > 0:22:54It always works, that's how you get round men. Be sweet to them.
0:22:54 > 0:22:58They can hardly be mad when a woman is sweet to them.
0:22:58 > 0:23:01That's what I figure out about men. That's one thing.
0:23:01 > 0:23:04If you're sweet to them, you go, "Hello, darling."
0:23:05 > 0:23:08They might be coming in a grumpy mood,
0:23:08 > 0:23:12they will just go all soft then, that's how you deal with them.
0:23:12 > 0:23:15Show me how you flirt so the camera can see. Hello, my darling.
0:23:16 > 0:23:21- There you go. What number are you? - Er, er, Glasgow!
0:23:21 > 0:23:26I've just realised my wife is going to see this!
0:23:26 > 0:23:28THEY LAUGH
0:23:28 > 0:23:32It's all right, he's being a good boy, really.
0:23:33 > 0:23:36I've done many jobs, stunt work, bodyguard work.
0:23:38 > 0:23:42- You were a stunt woman? - Yes, I did a couple of bits of that.
0:23:42 > 0:23:45I did some kickboxing, you see. I was a kickboxer at the time.
0:23:45 > 0:23:52Little bit of bodyguard work, only once a month, a poker night.
0:23:52 > 0:23:54That was interesting.
0:23:56 > 0:24:00The buzz of the coach station also attracts other unofficial workers.
0:24:03 > 0:24:05Hi, Alan, you all right?
0:24:05 > 0:24:07This is one of our all-time coach watchers,
0:24:07 > 0:24:11he knows more information than we do.
0:24:14 > 0:24:17Alan is sort of like part of the family, really.
0:24:20 > 0:24:22Alan?
0:24:22 > 0:24:27How many years Alan has actually been here, I'm not quite sure.
0:24:29 > 0:24:34Quite why he does what he does is one of life's mysteries.
0:24:34 > 0:24:37He does get very upset if you call him an anorak.
0:24:40 > 0:24:45- This is purely private, it is my own interest.- What have you learned?
0:24:47 > 0:24:52- Sorry, how long have you been doing this?- Well, since the '60s.
0:24:52 > 0:24:54So, well over 40 years, now.
0:24:55 > 0:24:59And the changes one has seen, one has learned a lot.
0:24:59 > 0:25:02You see all life here. That is the interesting thing.
0:25:02 > 0:25:05The social dimension, that attracts you.
0:25:05 > 0:25:09You've got the able-bodied, but you've also got the disabled.
0:25:09 > 0:25:13There are particular problems, language is a great problem.
0:25:13 > 0:25:18Many do not speak English, therefore they do not understand often what
0:25:18 > 0:25:23is being said to them, and they will disappear in the wrong direction.
0:25:23 > 0:25:28There can be problems with drink and drugs.
0:25:28 > 0:25:29It is always unpredictable,
0:25:29 > 0:25:32you never know what is going to happen next.
0:25:32 > 0:25:35All life is here, that is the one thing, and it is not
0:25:35 > 0:25:42like Euston, King's Cross, it's here, Victoria is the hub.
0:25:53 > 0:25:56One of today's five coaches leaving for Poland must
0:25:56 > 0:25:59depart in the next hour.
0:25:59 > 0:26:02It's Anja's job to round up her passengers on time.
0:26:06 > 0:26:09There are now three Polish coach companies based in Victoria,
0:26:09 > 0:26:13catering exclusively to the Polish community.
0:26:14 > 0:26:19If Anja's coach is late leaving, the coach station will fine her company.
0:26:19 > 0:26:23IN POLISH
0:26:26 > 0:26:31I have five minutes until the first coach will arrive to board
0:26:31 > 0:26:36- the passengers.- You must lose your voice doing this.- Yes.
0:26:37 > 0:26:40After departure, yes.
0:26:40 > 0:26:43She can also be fined for her customers smoking.
0:26:44 > 0:26:47We will start fining you £1,000 for everyone I catch.
0:26:48 > 0:26:54- They are not supposed to smoke in here at all.- I know. I know that.
0:26:54 > 0:26:57I was reprimanded by Victoria controllers
0:26:57 > 0:27:01- because of our customers smoking cigarettes.- They don't see the sign?
0:27:01 > 0:27:05They see it, it's in Polish.
0:27:05 > 0:27:09SHOUTS IN POLISH
0:27:12 > 0:27:16They don't read the signs.
0:27:16 > 0:27:18The signs where it says in their own language
0:27:18 > 0:27:24- they cannot smoke over there, read it.- Jack grew up in Poland.
0:27:24 > 0:27:28He is the only customer service assistant to speak Polish.
0:27:28 > 0:27:32The knowledge of Polish here comes as a tremendous advantage.
0:27:32 > 0:27:35IN POLISH
0:27:41 > 0:27:44- Where are you going?- I'm going to Bradford.- That's it.
0:27:44 > 0:27:48Gate number one. Sometimes I get it wrong as well!
0:27:57 > 0:27:58What's the problem, Jack?
0:27:58 > 0:28:01She is doing the double checking-in, which I don't understand.
0:28:01 > 0:28:04I need to ask the rep what the story is with this.
0:28:04 > 0:28:08I'm not that impressed now with what's happening here.
0:28:08 > 0:28:11Unfortunately, that applies to not just Poles
0:28:11 > 0:28:14but people from Eastern Europe.
0:28:14 > 0:28:17The meaning of queue to some of them is unknown.
0:28:17 > 0:28:20They don't know what it is.
0:28:20 > 0:28:22I don't know where it all comes from, I think it is going back
0:28:22 > 0:28:30to 30, 40 years ago, the remains from a bygone era of communism,
0:28:30 > 0:28:33I've got to get there first, because if I don't get there first,
0:28:33 > 0:28:36someone else gets there and I'm going to be left out of it.
0:28:36 > 0:28:39IN POLISH
0:28:57 > 0:29:00Coach travel changed for good in 2003.
0:29:00 > 0:29:04We have already heard about the no-frills airlines,
0:29:04 > 0:29:07how about no-frills buses?
0:29:07 > 0:29:10New bus operators slashed the cost of tickets,
0:29:10 > 0:29:13and today's era of cut-price coach travel began.
0:29:13 > 0:29:16Between Exeter and London,
0:29:16 > 0:29:21the fares overnight went down from £8.50 to £3.50.
0:29:21 > 0:29:26But I think we lost a very respectable, well-dressed clientele.
0:29:28 > 0:29:30More and more people using the coach,
0:29:30 > 0:29:35the economic climate like it is as well, people are after a bargain.
0:29:35 > 0:29:40When you see coaches advertised for £1, you know,
0:29:40 > 0:29:43it's very easy to see why people book that over a train.
0:29:43 > 0:29:50It is cheaper. Yes. It costs us £20, here and back, from Devon.
0:29:50 > 0:29:54- That's a bargain.- Also, on trains, they are very noisy.
0:29:54 > 0:29:56And you can't sit down.
0:29:56 > 0:29:59At least with a coach, you are guaranteed a seat.
0:29:59 > 0:30:03It is comfortable travelling, it's cheap as well.
0:30:03 > 0:30:05What with the price of trains and everything else
0:30:05 > 0:30:11they are doing now, it is just beyond...you know, nominal prices.
0:30:16 > 0:30:20With passengers from all over the world passing through
0:30:20 > 0:30:24the coach station, the 30p for the toilets causes confusion.
0:30:27 > 0:30:32- Did you get everything you needed? - Yes, that's all right. Goodbye.
0:30:32 > 0:30:36Lady, lady! Money.
0:30:36 > 0:30:38Money.
0:30:38 > 0:30:41Are you OK? Do you need help?
0:30:44 > 0:30:46'They don't know the English money.'
0:30:49 > 0:30:52OK, this is enough.
0:30:52 > 0:30:55They gave us, I don't know what the money is, but they gave me
0:30:55 > 0:31:01some different country, 50p, 10p, they said, "This is English."
0:31:01 > 0:31:04It's not. I don't know the money.
0:31:06 > 0:31:10- Ladies.- Yes, but I haven't got any money.- OK.
0:31:15 > 0:31:20- I have a £10 note here.- You have to go upstairs for that one.
0:31:21 > 0:31:26- Does it upset you? - No! I'm always smiling.
0:31:27 > 0:31:31It's much money for some people, when they see that, "30p for the loo?
0:31:31 > 0:31:36"That's disgusting." Some people come to the toilet, they will just jump.
0:31:36 > 0:31:39"Are you stupid? How much money do you want me to pay?
0:31:39 > 0:31:42"Why do I have to pay for toilet?"
0:31:42 > 0:31:45I say, "OK, I will not say anything." There's nothing I can do.
0:31:46 > 0:31:49Kimmy studied sociology in Nigeria.
0:31:49 > 0:31:53Since she arrived in the UK, she has been a cleaner at the coach station.
0:31:55 > 0:31:59People have said, you're a cleaner, you are this, you are that.
0:31:59 > 0:32:04They will look at you. You are nobody. You are somebody.
0:32:04 > 0:32:07I am part of what I'm doing.
0:32:07 > 0:32:11Working as a cleaner, they see you as a nobody.
0:32:11 > 0:32:17They call you all sorts of names, but I don't care.
0:32:17 > 0:32:21I wish I could do a better job, but I need to move on from somewhere.
0:32:21 > 0:32:23You have to start somewhere.
0:32:23 > 0:32:28Before you can get it. This is the beginning.
0:32:28 > 0:32:33But just after, that is me.
0:32:41 > 0:32:48Mind your bags, please. Move to one side, please.
0:32:48 > 0:32:51Whilst some passengers travel on a limited budget,
0:32:51 > 0:32:55the coach station's gang of licensed porters rely on tips from customers.
0:32:55 > 0:33:01This is the best experience I've had today. Mind your bags, please.
0:33:01 > 0:33:03Move in, please.
0:33:05 > 0:33:09Thank you very much. Anybody need any help?
0:33:10 > 0:33:15Anybody need any help? Where are you going to, darling?
0:33:15 > 0:33:19- Going to get a taxi, but I need the toilet first.- No problem.
0:33:19 > 0:33:21I'll help you, don't worry.
0:33:21 > 0:33:23- No problem.- Many thanks.
0:33:26 > 0:33:28Many thanks.
0:33:28 > 0:33:30'You get loads of pleasant people.'
0:33:30 > 0:33:36They do ask you nicely to wait for them. That's another nice thing.
0:33:38 > 0:33:41Pleasant, pleasant people, you can't beat them.
0:33:42 > 0:33:45You get some nice people and some horrid people.
0:33:45 > 0:33:52I had a woman, asking me for help, and she's like,
0:33:52 > 0:33:55"you should be doing that out of the goodness of your heart."
0:33:55 > 0:33:58And everything else.
0:33:58 > 0:34:02She started saying everything you can think of under the sun.
0:34:02 > 0:34:04It did make me feel upset.
0:34:04 > 0:34:08At the end of the day, I'm strong enough to walk away from it
0:34:08 > 0:34:11and not say anything back.
0:34:11 > 0:34:12I had to walk away.
0:34:16 > 0:34:18This is my first week.
0:34:18 > 0:34:24- Your name is?- Jason.- OK, Mr Jason. Thank you very, very much.
0:34:24 > 0:34:26You are very welcome.
0:34:32 > 0:34:37PA. 'The left luggage facility is located by Gate 6.'
0:34:37 > 0:34:39Hello, left luggage.
0:34:39 > 0:34:43As the day wears on, so the left luggage gets busier and busier.
0:34:46 > 0:34:48That'll be £5, please.
0:34:48 > 0:34:53Paul Campbell worked on the railways before coming to the coach station.
0:34:53 > 0:34:59The first week I was here, I looked in and I thought, what have I done?
0:34:59 > 0:35:04I don't believe I have come from a fairly easy job to just pandemonium.
0:35:04 > 0:35:07Put your bag in for me, please.
0:35:07 > 0:35:11- Have you ever had anything funny come through?- I've had a few things.
0:35:13 > 0:35:15We had a young couple that came in and he had seven pairs
0:35:15 > 0:35:18of handcuffs.
0:35:18 > 0:35:23In his suitcase. And when we asked him, he said, "To tie her to the bed."
0:35:24 > 0:35:27We just looked at each other and didn't know what to say.
0:35:27 > 0:35:28We were gobsmacked.
0:35:28 > 0:35:30What colour is your bags?
0:35:30 > 0:35:34Two black bags, exactly identical.
0:35:34 > 0:35:37Isn't that sweet? Young love.
0:35:37 > 0:35:41The section right down the back that we don't use, this bit here,
0:35:41 > 0:35:45and along to the window, is a section we just leave for luggage
0:35:45 > 0:35:49that has been left here beyond the expiry date on the ticket.
0:35:50 > 0:35:54Just got bags of clothes, we've got stuff like this,
0:35:54 > 0:35:58where you might find, in one of these bags, some food.
0:35:59 > 0:36:03Then of course, the food has been left there for too long,
0:36:03 > 0:36:06it gets flies, so we stick it in that, and we normally start
0:36:06 > 0:36:09shaking it, see the flies flying about, it is disgusting.
0:36:09 > 0:36:12We've got a pushbike.
0:36:12 > 0:36:17That's been here about 18 months. Don't know what to do with that.
0:36:17 > 0:36:20We had a Polish guy, he left two air conditioning units, there is
0:36:20 > 0:36:24one there and one up there, and a drill.
0:36:24 > 0:36:28And he hasn't been back since, and that was just before Christmas.
0:36:28 > 0:36:31He hasn't been back. We've got a little teddy bear there.
0:36:32 > 0:36:35People leave all sorts.
0:36:37 > 0:36:39Each day, 3,000 people arrive
0:36:39 > 0:36:42and depart internationally through Victoria.
0:36:43 > 0:36:50You could walk through Victoria Coach Station and see every
0:36:50 > 0:36:54sector of life, every social aspect is in Victoria Coach Station.
0:36:54 > 0:36:58Everyone is in Victoria. Everyone and anyone.
0:37:01 > 0:37:06The police here are in touch with colleagues across the country.
0:37:06 > 0:37:09Sergeant Doyle has been alerted that a potential missing juvenile
0:37:09 > 0:37:11may be passing through the station.
0:37:12 > 0:37:14Got a minute?
0:37:15 > 0:37:20- How old are you?- 15.- 15? Whereabouts are you going to?- Manchester.- Right.
0:37:20 > 0:37:24- What is in Manchester? - I was going to go see my girlfriend.
0:37:24 > 0:37:26We are a little bit worried for you
0:37:26 > 0:37:28because we just want to make sure you're all right.
0:37:28 > 0:37:31I know what I was doing and everything, I know how to get
0:37:31 > 0:37:35- there and stuff, but I don't want to be at home any more.- Right.
0:37:35 > 0:37:39- Life at home, is it, how is that?- I have just had enough of everything.
0:37:39 > 0:37:43- OK.- I want to be somewhere around where everything is calm
0:37:43 > 0:37:47and there is no argument, and I know exactly where that is.
0:37:47 > 0:37:50- Which is where, in Manchester?- Yes.
0:37:50 > 0:37:53- Have you met this person in Manchester before?- No.- OK.
0:37:55 > 0:37:58The teenager's parents reported him missing this morning.
0:37:58 > 0:38:01They were worried that he was travelling by coach to see
0:38:01 > 0:38:03someone he had met on the Internet.
0:38:03 > 0:38:08He is 15 years old, he's got ADHD, autism,
0:38:08 > 0:38:10and Asperger's, which he is supposed to be taking medication for.
0:38:10 > 0:38:13Had his last medication last night,
0:38:13 > 0:38:15he is supposed to be taking one in the morning and one in the evening.
0:38:15 > 0:38:18He is a real cause of concern for us,
0:38:18 > 0:38:22for the parents, for society as much as anything else.
0:38:22 > 0:38:26He is a juvenile, and more than anything else, I'm a parent,
0:38:26 > 0:38:28I want to make sure he is safe.
0:38:28 > 0:38:31That he's not going to go, I'm guessing, we are
0:38:31 > 0:38:34supposing all the way along,
0:38:34 > 0:38:36I'm guessing he's going to go up there
0:38:36 > 0:38:40and he's not going to find a beautiful 19-year-old girl,
0:38:40 > 0:38:46and that somebody is going to possibly abuse him in some way,
0:38:46 > 0:38:50because of his severe vulnerability more than anything.
0:38:50 > 0:38:53Even if somebody didn't pick him up at the other end,
0:38:53 > 0:38:56he'd be very vulnerable.
0:38:56 > 0:39:01I know he's very confident that this girlfriend is going to come
0:39:01 > 0:39:04and pick him up, but the world isn't perfect.
0:39:04 > 0:39:06I've contacted your parents.
0:39:07 > 0:39:10I'll update your parents that you are fit and well.
0:39:12 > 0:39:13Just look at us, will you?
0:39:13 > 0:39:15OK.
0:39:15 > 0:39:17I'm glad you're here.
0:39:17 > 0:39:20The boy's parents have arrived to take him home.
0:39:22 > 0:39:29- Very quiet, and a bit upset. - Come on, mate.- Thank you for coming.
0:39:29 > 0:39:33You are free to take him home.
0:39:37 > 0:39:39See you.
0:39:39 > 0:39:42Thanks for being polite.
0:40:00 > 0:40:03One of the biggest tests for the coach station comes at Easter,
0:40:03 > 0:40:08the most important holiday of the year if you're Polish.
0:40:10 > 0:40:13Easter is very important in Poland.
0:40:13 > 0:40:16As important as Christmas, maybe more important than Christmas.
0:40:16 > 0:40:22The most wonderful time is at home with family in Poland,
0:40:22 > 0:40:26not in London, where nobody celebrates.
0:40:26 > 0:40:32We have great food, we have fantastic drinks. Yes, of course.
0:40:32 > 0:40:35Family, family, family.
0:40:35 > 0:40:39We have 190 passengers leaving London today,
0:40:39 > 0:40:45- so it will be quite busy.- We are into Easter, Maundy Thursday.
0:40:45 > 0:40:47There is a limit, of course,
0:40:47 > 0:40:51to how much more this coach station can absorb.
0:40:51 > 0:40:55We are getting almost near the limit of what can be coped with.
0:40:55 > 0:41:01I'm also interested in trains, I'm always fascinated by points.
0:41:01 > 0:41:05There is a kind of philosophical thing there, a bit like life.
0:41:05 > 0:41:08You reach a point, and which way do you go?
0:41:10 > 0:41:13The evening peak on Maundy Thursday means
0:41:13 > 0:41:15the whole team must work flat out.
0:41:15 > 0:41:20- Say again?- Number 10. - Just down there on the left.
0:41:20 > 0:41:26Birmingham, 18.30. National Express? Will be going from...
0:41:30 > 0:41:34We've got 58 extra departures today.
0:41:34 > 0:41:38Those numbers of extra coaches are ramping up as the minutes
0:41:38 > 0:41:44tick by, ending in a crescendo between 22.30 hours
0:41:44 > 0:41:48and 23.30 hours of about an additional 25 coaches.
0:41:48 > 0:41:51The plan there, to put that in perspective,
0:41:51 > 0:41:56we would normally probably have 7-8 duplicates, we have 58.
0:41:56 > 0:41:58It's a huge increase.
0:41:58 > 0:42:01Gate 16. Come here.
0:42:02 > 0:42:04NX507, going from gate number four and five.
0:42:09 > 0:42:12Gate number eight, go, go, go! That way.
0:42:12 > 0:42:13Thank you.
0:42:17 > 0:42:18Cutting it fine.
0:42:21 > 0:42:25The police are also on the lookout for touts targeting passengers.
0:42:28 > 0:42:31There is one of our known taxi touts outside.
0:42:31 > 0:42:33He approaches members of the public,
0:42:33 > 0:42:36tries to get them into unlicensed taxis.
0:42:36 > 0:42:37Not normally aggressive to anybody
0:42:37 > 0:42:39but he doesn't like police at all.
0:42:39 > 0:42:43We have taken him to court a couple of times recently.
0:42:43 > 0:42:45Arrested me!
0:42:45 > 0:42:48Enough is enough. You don't leave people alone.
0:42:48 > 0:42:51I've got a right to be where I want.
0:42:51 > 0:42:56The ironic thing is, he is registered blind,
0:42:56 > 0:42:58but he could see us coming from a mile away.
0:42:58 > 0:43:03- Hayley also has an issue with ticket touts around arrivals.- That's him.
0:43:03 > 0:43:05We're going to go and get him now.
0:43:08 > 0:43:11Time to go. That's it.
0:43:14 > 0:43:17Come on.
0:43:17 > 0:43:19That's a good boy.
0:43:24 > 0:43:32The ticket touts, they rip off TfL by taking
0:43:32 > 0:43:37tickets from people at the train station, the underground station,
0:43:37 > 0:43:40and then re-selling them to the people coming off the coaches.
0:43:40 > 0:43:43Are you travelling on a coach? You need to buy a ticket.
0:43:43 > 0:43:45Ticket office is that way.
0:43:49 > 0:43:53He had no intentions of buying a ticket. He's drunk.
0:43:53 > 0:43:57You could smell it when he's talking. His jacket is ripped open.
0:43:57 > 0:43:59He was just checking out those girls.
0:43:59 > 0:44:02- I buy ticket. 20 minutes. - No, no, no.
0:44:02 > 0:44:05You need to buy the ticket now, or leave the station.
0:44:05 > 0:44:09He is staring at you. OK? Guys like him rob purses.
0:44:10 > 0:44:12You are easy pickings. Do you get me?
0:44:14 > 0:44:16Need to be a little bit more aware around here.
0:44:16 > 0:44:17This is not a safe station.
0:44:20 > 0:44:24For the ticket office, Easter is a real challenge
0:44:24 > 0:44:27as most of the tickets have already been sold online.
0:44:27 > 0:44:31Some customers who turn up to book on the day are disappointed.
0:44:31 > 0:44:36There is no coaches tonight, all coaches tonight are full.
0:44:36 > 0:44:39Yes. Today is the busiest day of the year.
0:44:39 > 0:44:43Today is full, Friday is full, Saturday is full.
0:44:43 > 0:44:48This is my 30th year here now, and in that time, I've seen some changes.
0:44:48 > 0:44:51The amount of people is the main thing, that is
0:44:51 > 0:44:55what has changed the most.
0:44:55 > 0:44:59The actual coach station is just breaking at the seams.
0:44:59 > 0:45:02So many people around, it is amazing this place can handle them.
0:45:03 > 0:45:07- The next Paris is Sunday night. - Sunday night is the next Paris?
0:45:07 > 0:45:08That is the next Paris.
0:45:08 > 0:45:13- There is not even one seat, let alone four.- What about Saturday morning?
0:45:13 > 0:45:16Nothing. Nothing Saturday.
0:45:16 > 0:45:20I wanted to just drop my daughters to Paris, to my sister,
0:45:20 > 0:45:23because she just gave birth.
0:45:24 > 0:45:27You seem fairly cheerful, even though it is a bit...
0:45:27 > 0:45:31What can you do? Do you want me to cry?
0:45:31 > 0:45:35When people with different languages try to explain to you where
0:45:35 > 0:45:37they want to go, it is
0:45:37 > 0:45:41sometimes really funny to listen to the way they say the place names.
0:45:41 > 0:45:45Somebody actually wanted to go to Turkey,
0:45:45 > 0:45:47and we sent them down to Torquay.
0:45:49 > 0:45:54- Can I get a ticket to Glasgow, please?- It's full today. No seats.
0:45:54 > 0:45:58- Nothing for tonight, man?- Nothing to Scotland at all, no. Nothing.
0:45:58 > 0:46:00It was last-minute, I got time off work,
0:46:00 > 0:46:03- so I wanted to go up and see family. - Did you manage to get a ticket?
0:46:03 > 0:46:04I got a ticket to Edinburgh,
0:46:04 > 0:46:07so I'll just need to get someone to pick me up from there hopefully.
0:46:07 > 0:46:10Find in the morning if someone will come and pick me up or not.
0:46:10 > 0:46:13They leave it last-minute, and this is Easter, holy day,
0:46:13 > 0:46:18when you should book a week before, and they turn up last-minute
0:46:18 > 0:46:20and say you want to go to Amsterdam, Paris,
0:46:20 > 0:46:24then you say the bus is full until Sunday, they go,
0:46:24 > 0:46:25"What? What?"
0:46:27 > 0:46:33PA. 'Some destinations from Victoria Coach Station are served by multiple operators.
0:46:33 > 0:46:38'Please refer to the operator and service number on your ticket.'
0:46:38 > 0:46:42The central traffic control room is keeping a close eye
0:46:42 > 0:46:44on the coach station this evening.
0:46:44 > 0:46:47They do say Maundy Thursday is the worst day
0:46:47 > 0:46:50of the year for trying to get away, for travelling.
0:46:50 > 0:46:52Lots of accidents, people want to get away in the rush,
0:46:52 > 0:46:55depends where you want to get to.
0:46:55 > 0:46:58Accidents are probably the biggest factor, I think.
0:47:02 > 0:47:04Andy has just received news that will interrupt
0:47:04 > 0:47:07the rush of coaches leaving.
0:47:07 > 0:47:11- There is a stowaway.- Is there? Let's go and have a look.
0:47:11 > 0:47:14We don't often get a stowaway. Go to arrivals.
0:47:14 > 0:47:18Waiting for the police for a gentleman on board
0:47:18 > 0:47:20one of the coaches that has arrived.
0:47:20 > 0:47:22Let's find out what is going on.
0:47:22 > 0:47:26There is a suspected illegal immigrant stowed away on a coach.
0:47:26 > 0:47:30- Which one is waiting for the police? - On this one.
0:47:30 > 0:47:33- What have you got on there? - Somebody who shouldn't be on there.
0:47:34 > 0:47:37Your bus isn't going anywhere for a minute.
0:47:37 > 0:47:40They've called the police and we're just waiting for them
0:47:40 > 0:47:42to arrive to have a little chat with our friend
0:47:42 > 0:47:45and probably take him away, I would imagine.
0:47:45 > 0:47:47The stowaway has been arrested,
0:47:47 > 0:47:50but it's had a knock-on effect on the coach station.
0:47:50 > 0:47:53It's backed up the operation, it's really slow.
0:47:53 > 0:47:56and also, that means you've got that one in there that ain't going
0:47:56 > 0:47:59to go out on time, it's been 40 minutes already.
0:48:01 > 0:48:03Ah, shit.
0:48:06 > 0:48:08Anybody for Edinburgh?
0:48:08 > 0:48:1223.00, gate number two, boarding now if you want to get away early.
0:48:12 > 0:48:13Number two.
0:48:16 > 0:48:20- Number two. Quick!- Is there any way you can move up now, gents?
0:48:22 > 0:48:25You're a star. You're going to go. Have a good trip.
0:48:25 > 0:48:26We got bit caught out
0:48:26 > 0:48:30because a couple of extra coaches came in we didn't know about
0:48:30 > 0:48:33and we had the coaches and we didn't have the passengers.
0:48:33 > 0:48:40I think we're sort of getting there. I think we're getting there.
0:48:40 > 0:48:43IN POLISH
0:48:54 > 0:48:57What are you going to do?
0:48:57 > 0:49:02I'm going to use my credit card and book it for her, basically,
0:49:02 > 0:49:07and she will pay me, as if I leave it until tomorrow,
0:49:07 > 0:49:11I've done it before, and she will not,
0:49:11 > 0:49:13and there were no seats the next day,
0:49:13 > 0:49:16but the passenger got on the coach, so that was last time I did it.
0:49:18 > 0:49:24- Easter time.- This is a bit above and beyond, isn't it?- It is. Yes.
0:49:24 > 0:49:25Why did you miss the coach?
0:49:25 > 0:49:28THEY LAUGH
0:49:33 > 0:49:36- You weren't in the pub, were you? - We went to the pub.- Yeah.
0:49:38 > 0:49:43We went to the pub for about five hours. Time just flew by.
0:49:43 > 0:49:48- You'd rather sit in the pub than get your coach.- Yeah.
0:49:48 > 0:49:50You're lucky there is a seat.
0:49:50 > 0:49:53Everything is full tonight, but we found two seats.
0:49:53 > 0:49:56Do you know what, you are the best employee we've found so far.
0:49:56 > 0:50:01- You're not going to miss this, are you?- For you, no.
0:50:01 > 0:50:04- You need to go to...- We're going to pop to the pub for one...- Ssh.
0:50:04 > 0:50:06No. No pub. No pub, all right?
0:50:06 > 0:50:09- Gate six.- Gate six.
0:50:09 > 0:50:11Rodney! Rodney! Rodney!
0:50:13 > 0:50:14Rodney!
0:50:14 > 0:50:16Well, we basically missed our bus
0:50:16 > 0:50:20and then good old Rodders got us on the next bus.
0:50:20 > 0:50:22Literally, what a legend.
0:50:22 > 0:50:25Ouch, that's it. Totally shattered.
0:50:25 > 0:50:28I've lost my voice, I can hardly walk.
0:50:44 > 0:50:48Different nights bring different problems for Hayley.
0:50:48 > 0:50:49Young man?
0:50:49 > 0:50:52Hello, come on. Wake up.
0:50:52 > 0:50:55Do you have a ticket to travel?
0:50:55 > 0:50:57Have you been drinking?
0:50:57 > 0:50:58- Yeah.- You have? Let's have a look.
0:50:58 > 0:51:01Ticket for my seat, that.
0:51:01 > 0:51:03Don't fall asleep.
0:51:03 > 0:51:06Come on, wake up. Hello.
0:51:06 > 0:51:07What's happening?
0:51:07 > 0:51:09You're falling asleep on your legs.
0:51:09 > 0:51:10SHE LAUGHS
0:51:10 > 0:51:14OK, I think you need to leave the station.
0:51:14 > 0:51:15Come on.
0:51:15 > 0:51:21It does concern me how some of them get from A to B sometimes.
0:51:21 > 0:51:23Thank you.
0:51:25 > 0:51:28Either high, drunk,
0:51:28 > 0:51:30or some people are so medicated,
0:51:30 > 0:51:32self medicated on something.
0:51:32 > 0:51:35See this line?
0:51:35 > 0:51:39Anything on that side fine. OK?
0:51:39 > 0:51:41Whose is all this?
0:51:41 > 0:51:44Ski season is an especially busy time.
0:51:44 > 0:51:48Can't be blocking the walkway, OK?
0:51:48 > 0:51:51This all can't stay here.
0:51:51 > 0:51:54Whose bags are these? Hello?!
0:51:54 > 0:51:57Ladies and gentlemen, can I have your attention?
0:51:57 > 0:52:02These bags need to be moved to the side. You're blocking the walkway.
0:52:02 > 0:52:03This is what happens when you try
0:52:03 > 0:52:07and get 35 ski reps with luggage into a bus station.
0:52:07 > 0:52:09Absolute bedlam.
0:52:09 > 0:52:11This is the gentle chaos that happens every year,
0:52:11 > 0:52:15that befalls Victoria bus station called "main event".
0:52:15 > 0:52:18It's really, really cheap. It's like £500 in total.
0:52:18 > 0:52:21- INTERVIEWER: Is that good? - That's really good, for skiing.
0:52:21 > 0:52:22Skiing is usually, like, a grand.
0:52:22 > 0:52:24Guys! Hello!
0:52:24 > 0:52:26Can you just move in off the walkway a little bit,
0:52:26 > 0:52:28so people can pass you, yeah?
0:52:31 > 0:52:33The arrivals hall closes at midnight,
0:52:33 > 0:52:36but some people have nowhere else to go.
0:52:39 > 0:52:42Hello, gents. I saw you both yesterday.
0:52:42 > 0:52:44You need to leave the station, OK?
0:52:44 > 0:52:46You know you can't stay here tonight.
0:52:47 > 0:52:51OK? You need to get rid of the alcohol if you're staying here, OK?
0:52:51 > 0:52:54- I'll drink it quick.- OK. Quickly.
0:52:59 > 0:53:01I'll be back in five.
0:53:01 > 0:53:03- INTERVIEWER:- What's your attitude towards the homeless?
0:53:03 > 0:53:05She wasn't homeless.
0:53:05 > 0:53:07- She's not homeless.- Oh!
0:53:07 > 0:53:09No, no. She's just in here having a drink.
0:53:09 > 0:53:10SHE LAUGHS
0:53:10 > 0:53:12Knocking it back.
0:53:14 > 0:53:17You wouldn't like to be out here for one night, let alone years,
0:53:17 > 0:53:19and weeks and all sorts.
0:53:19 > 0:53:21You wouldn't like it for one night, even.
0:53:21 > 0:53:24- WOMAN: No.- No, it's scary.
0:53:32 > 0:53:35When the coach station's arrivals hall closes,
0:53:35 > 0:53:38many of the rough sleepers move down the road to the bus station,
0:53:38 > 0:53:42where Niall Finlayson has just started his night shift.
0:53:42 > 0:53:46- Our bus, please?- Top of this road, turn to your left. N11.
0:53:46 > 0:53:48- N11?- That's it.
0:53:48 > 0:53:51He's one of our... He's a homeless, but he's harmless.
0:53:51 > 0:53:54He sits in the corner, stay warm. Don't hear anything from him.
0:53:54 > 0:53:57And, come the morning, they'll move him on. But he's no harm.
0:53:57 > 0:54:00To me, he's no harm to anybody. So, why upset him?
0:54:00 > 0:54:01Just leave him as he is.
0:54:01 > 0:54:06And this is probably the only place they can get to stay warm and dry.
0:54:06 > 0:54:07And that's where they want to be.
0:54:07 > 0:54:09And he'll cuddle up there.
0:54:09 > 0:54:11He's not hurting anybody.
0:54:13 > 0:54:16I've been with Transport for London, now, 26 years.
0:54:16 > 0:54:20And I did ten years permanent nights as ticket inspector,
0:54:20 > 0:54:24so night duty to me is just something I've enjoyed doing.
0:54:24 > 0:54:28'I quite enjoy the night duty, cos you can help people more,
0:54:28 > 0:54:32'because you've got to think on your feet how to get people home.'
0:54:32 > 0:54:34Mate, where do you need to get to?
0:54:34 > 0:54:36Hello, mate.
0:54:36 > 0:54:39- Where have you got to get to? - I don't know, mate.
0:54:39 > 0:54:41Where do you live?
0:54:41 > 0:54:43I live in...
0:54:44 > 0:54:46SPEECH IS INDISTINCT
0:54:46 > 0:54:48I think I'm going to London.
0:54:48 > 0:54:51When I first joined Transport for London I thought it was
0:54:51 > 0:54:55usual to see people in this state,
0:54:55 > 0:54:57but after 26 years,
0:54:57 > 0:55:00it's just an everyday occurrence.
0:55:01 > 0:55:05'Anything and everything happens here, because we don't shut.
0:55:05 > 0:55:07'24/7.'
0:55:08 > 0:55:10Hello!
0:55:10 > 0:55:13Have you been drinking? Hello!
0:55:14 > 0:55:16Come on.
0:55:16 > 0:55:20As you can see, it's drink or drugs.
0:55:20 > 0:55:23To me, it looks more like drugs than drink.
0:55:23 > 0:55:25SIRENS BLARE
0:55:33 > 0:55:36Oh! Oh! Victoria at its finest.
0:55:40 > 0:55:44'Quarter to four and Victoria is now
0:55:44 > 0:55:47'probably as quiet as you're going to see it.'
0:55:47 > 0:55:51Monday morning, you'll have, oh...
0:55:52 > 0:55:54..200 to 300 people every 20 seconds
0:55:54 > 0:55:58coming straight away through the station. Mass footfall.
0:55:58 > 0:56:03At the moment, you look out the window and there's one person
0:56:03 > 0:56:06with his suitcase and his guitar walking towards the train station.
0:56:06 > 0:56:08That's it.
0:56:08 > 0:56:11It's quiet, which is nice.
0:56:11 > 0:56:13All safe at Victoria.
0:56:21 > 0:56:24With a predicted one million more people expected to
0:56:24 > 0:56:26settle in London in the next decade,
0:56:26 > 0:56:31all the coach station can do is rely on its staff to keep things moving.
0:56:36 > 0:56:38Hello, darling. Are you all right? Number two.
0:56:40 > 0:56:44The coach station's a bit of what we might call a peculiar,
0:56:44 > 0:56:46because it's an odd thing. There's nothing else.
0:56:46 > 0:56:48It's something in its own.
0:56:48 > 0:56:51Some people who I think, like me,
0:56:51 > 0:56:55have got the coach bug, so to speak.
0:56:55 > 0:56:58Number nine, please! Number nine!
0:56:58 > 0:57:02I gave you 7.30, just making sure.
0:57:02 > 0:57:03INTERVIEWER: Do you enjoy your job?
0:57:03 > 0:57:06Oh, I wouldn't be here for nearly 20 years if I didn't.
0:57:06 > 0:57:09It gets hard. Sometimes it's hard.
0:57:09 > 0:57:11- Why is it hard?- It's not always easy.
0:57:11 > 0:57:13Well, joys of working with public, of course.
0:57:13 > 0:57:16You've got to be an outgoing personality here.
0:57:16 > 0:57:20You've got to have that to deal with the customers.
0:57:20 > 0:57:23- Can you get me back to Gatwick? - Gatwick.
0:57:23 > 0:57:24There's... Yes, you can.
0:57:24 > 0:57:26Do you know how much I love you, babe?
0:57:26 > 0:57:28SHE LAUGHS
0:57:28 > 0:57:31- You're a gorgeous little thing. Thanks, baby.- You're welcome.
0:57:32 > 0:57:33That was good, wasn't it?
0:57:33 > 0:57:36You know, it's almost like being married!
0:57:36 > 0:57:39You too! You too! I mean, you sort of...
0:57:39 > 0:57:42What it is, if you don't love it, you hate it.
0:57:42 > 0:57:45But if you hate it, you wouldn't be here. It's not a love...
0:57:45 > 0:57:47Happy marriage?
0:57:47 > 0:57:51Er... It has its ups and downs, put it this way.
0:57:51 > 0:57:53I had loads of ideas at one point to what to do with my life,
0:57:53 > 0:57:56but in the end, it's the coach station.
0:57:56 > 0:57:58Victoria Coach Station, London.
0:57:58 > 0:57:59Ten years from now?
0:57:59 > 0:58:01I'll be running the place.
0:58:01 > 0:58:03SHE LAUGHS
0:58:16 > 0:58:18Subtitles by Red Bee Media Ltd