0:00:03 > 0:00:06- Britain's railway. - "We are sorry to announce..."
0:00:06 > 0:00:10- The oldest and one of the busiest in the world.- Thank you.
0:00:10 > 0:00:12Just slow down. Slow down.
0:00:12 > 0:00:15Surely this is illegal to be packed in like this.
0:00:16 > 0:00:20A huge network under constant pressure.
0:00:21 > 0:00:23Absolutely mental today.
0:00:23 > 0:00:27- No driver.- No driver?- Come on, look for the driver and guard.
0:00:27 > 0:00:29Where anything and everything...
0:00:30 > 0:00:31Start tampering.
0:00:31 > 0:00:34..can mean delay and chaos for thousands.
0:00:34 > 0:00:38- Backs against the wall. - He's got a suicidal female on board.
0:00:38 > 0:00:42Train's now 90 late, owing to hitting a pheasant.
0:00:42 > 0:00:43I've heard everything now.
0:00:43 > 0:00:47Filmed over a year across the nation,...
0:00:47 > 0:00:49That one. The seat next to the banana.
0:00:49 > 0:00:54..we go behind the scenes of an industry we all love to complain about.
0:00:54 > 0:00:55Do you want a hand?
0:00:55 > 0:00:57That's £323.50.
0:00:59 > 0:01:02- Oi! - Hey! Hey! Hey!
0:01:02 > 0:01:05With the railway people determined to keep Britain moving.
0:01:05 > 0:01:08To infinity and beyond!
0:01:08 > 0:01:10Into battle.
0:01:11 > 0:01:13TRAIN WHISTLE BLOWS
0:01:23 > 0:01:25Which one, my love?
0:01:25 > 0:01:2716:30 to York.
0:01:27 > 0:01:30Don't panic yourself, my darling.
0:01:30 > 0:01:34I find it humiliating. I find I'm just being treated like a dork.
0:01:34 > 0:01:37You shouldn't feel that because you're not.
0:01:37 > 0:01:39But it is. He's treating us like we're animals.
0:01:42 > 0:01:44He must feel like he's like cattle.
0:01:46 > 0:01:48Look at this place. There's no room to move.
0:01:48 > 0:01:52You start getting more than 50 people in here,
0:01:52 > 0:01:55it starts looking like mayhem.
0:01:55 > 0:01:59Unblock the doors, please. Can you make your way in, please?
0:01:59 > 0:02:01Friday evening rush-hour at King's Cross,
0:02:01 > 0:02:04one of London's oldest stations.
0:02:04 > 0:02:06It's not my fault the train hasn't turned up.
0:02:06 > 0:02:1047 million people a year pass through the station on their journeys
0:02:10 > 0:02:14to Leeds, Newcastle, Edinburgh and beyond.
0:02:14 > 0:02:16Off you go, good luck.
0:02:16 > 0:02:18What do you mean by as soon as possible?
0:02:18 > 0:02:20As soon as the driver gets in his cab he'll be going.
0:02:20 > 0:02:26Built in 1852, when people travelled by steam train and horse-drawn cart,
0:02:26 > 0:02:31today the station is struggling to cope with the demands of 21st-century train travel.
0:02:31 > 0:02:33BLOWS WHISTLE
0:02:43 > 0:02:48This station, to be honest with you, it's like a giant cave.
0:02:48 > 0:02:51It is dark and it's dreary.
0:02:51 > 0:02:57Do not expect any niceties because, as you see,
0:02:57 > 0:03:01this is what you get.
0:03:01 > 0:03:07We have here my own little private joke, I call it A&E, you know.
0:03:07 > 0:03:11Cos, yeah, it does look like that, casualty.
0:03:11 > 0:03:14But I feel they think they're being cheated in a way.
0:03:14 > 0:03:17You know, they're paying money to travel.
0:03:17 > 0:03:21But they're also paying money to be able to feel safe and comfortable.
0:03:21 > 0:03:24I think that's what they're going to get next door.
0:03:26 > 0:03:28Next door, the biggest transformation
0:03:28 > 0:03:32in the 160-year history of King's Cross station is underway.
0:03:32 > 0:03:37Costing half a billion pounds and 15 years in the making,
0:03:37 > 0:03:41the new western concourse will hold three times more people
0:03:41 > 0:03:45than the old station and comes with a hotel, shops and restaurants.
0:03:45 > 0:03:50The hope is that the massive semi-circular space attached to the side of the old station
0:03:50 > 0:03:53will transform the passengers' travelling experience.
0:03:53 > 0:03:57When it comes to tables around, say, passenger satisfaction,
0:03:57 > 0:04:00amongst all of the Network Rail managed stations,
0:04:00 > 0:04:04we're always at the bottom, always, and we have been for years.
0:04:04 > 0:04:07So, I guess really the new station has always been the hope.
0:04:07 > 0:04:11It's like, when the new station opens, when we get there,
0:04:11 > 0:04:14then we can do it, then we can be top, then we can be the best,
0:04:14 > 0:04:16then we can smash it out the park.
0:04:26 > 0:04:30With three months to go until the modernised King's Cross is unveiled,
0:04:30 > 0:04:34passengers continue to cope with the less glamorous reality
0:04:34 > 0:04:36of their daily commute through the old station.
0:04:36 > 0:04:40And it's Friday, the busiest day of the week.
0:04:43 > 0:04:47The Travel Centre is the first port of call when things go wrong.
0:04:48 > 0:04:50HUMS
0:04:53 > 0:04:55Next, please.
0:04:55 > 0:04:58Staff here describe themselves as working on the frontline.
0:04:58 > 0:05:01So you're talking about the system again.
0:05:01 > 0:05:06Everyone blames the system. I've got vouchers through a cancelled train because of the system.
0:05:06 > 0:05:09The reason you can't find me a cheap fare is because of the system.
0:05:09 > 0:05:12I can't change the system. But somebody else can.
0:05:12 > 0:05:16- What can I do?- Speak to your manager, who'll speak to his manager,
0:05:16 > 0:05:21who'll speak to his manager. Everyone blames the system. Then the system will work.
0:05:21 > 0:05:24- I can do that. It won't change... - But you won't do that.
0:05:24 > 0:05:26- It won't change. - But you won't do that.
0:05:26 > 0:05:29You said you can do that but you won't. You're happy...
0:05:29 > 0:05:32- Do you want the ticket? - Yeah, I'll book that ticket.
0:05:32 > 0:05:36Do you have a preference of seating? Would you like the window or aisle?
0:05:36 > 0:05:42Yeah. I'll have a window, quiet with a table and power point, if the system will allow it.
0:05:42 > 0:05:44The window usually has a power point.
0:05:44 > 0:05:47How can there be nobody here at London King's Cross station
0:05:47 > 0:05:51who can sort something as small as a £99 problem?
0:05:51 > 0:05:54I've no way of giving you your money back. I'm sorry.
0:05:54 > 0:05:57- The address is here. - Do you want to take this monitor?
0:05:57 > 0:06:00Stop filming. This man's being ridiculous.
0:06:00 > 0:06:04I'm not being ridiculous, you are. I'm just asking for my £99 back.
0:06:04 > 0:06:08- Why did you call me a racist? - Because you are. You're an idiot.
0:06:08 > 0:06:11You're an idiot. That's what you are.
0:06:12 > 0:06:15Another day in the Travel Centre.
0:06:16 > 0:06:19- So, is that a clip-on tie? - Yeah.
0:06:19 > 0:06:21So, why do you wear clip-on ties?
0:06:21 > 0:06:26Simple, for the simple reason, the same reason we wear clip-on lanyards.
0:06:26 > 0:06:29Someone grabs it and off it comes.
0:06:29 > 0:06:31The same with the tie.
0:06:31 > 0:06:35Someone grabs it and it'll come away in their hands.
0:06:35 > 0:06:37So I can then retreat.
0:06:41 > 0:06:45And what sort of steps will I take? Flipping great big ones.
0:06:46 > 0:06:50When the customers are upset, they want two things.
0:06:50 > 0:06:52They want to express their feelings
0:06:52 > 0:06:54and then they want their problems solved.
0:06:54 > 0:06:57And we try to do that.
0:06:57 > 0:07:02We try not to confuse them, we try not to be confused ourselves.
0:07:02 > 0:07:04We try to empathise with them.
0:07:04 > 0:07:08Empathy means always having to say you're sorry.
0:07:08 > 0:07:12Saying sorry to a customer does not imply that you did anything wrong.
0:07:12 > 0:07:15It simply conveys that you're generally sorry
0:07:15 > 0:07:18that the customer has had a bad experience.
0:07:18 > 0:07:20So here goes.
0:07:22 > 0:07:27Behind the scenes, the station's customer-service culture is being overhauled.
0:07:27 > 0:07:31East Coast Trains, one of the four main train operating companies at King's Cross,
0:07:31 > 0:07:38is managed by Steve Newland. He wants his vision to be central to the station's transformation.
0:07:38 > 0:07:40Oh, dear! Oh, dear! Last-minute glitches.
0:07:40 > 0:07:42Is it all going all right?
0:07:42 > 0:07:46Well, like all projects, they seem to run to the wire.
0:07:46 > 0:07:49And this one is no different.
0:07:49 > 0:07:54We have a clear vision, which is to provide the best possible customer journey experience,
0:07:54 > 0:07:59and make King's Cross a great place to work.
0:07:59 > 0:08:03It's about creating a dynamic team with inspirational leadership.
0:08:03 > 0:08:06It's about championing a "just do it" approach
0:08:06 > 0:08:10to delivering what we call five-star quality service.
0:08:10 > 0:08:13What do you think is most important to the passenger?
0:08:13 > 0:08:18I think the majority of customers would say we just want the basics and we want value for money.
0:08:18 > 0:08:22We're working hard to provide that for them at King's Cross.
0:08:22 > 0:08:26- Hello. All right?- Yeah. - All right?- Yeah.
0:08:27 > 0:08:32In the East Coast control room there's news that one of their trains has run out of fuel.
0:08:32 > 0:08:39Delta 5, all East Coast mobiles, train on platform 5 is a failure.
0:08:39 > 0:08:42Passengers for Peterborough and Doncaster to travel on 11:08.
0:08:43 > 0:08:47If there's any passenger for Wakefield and Leeds,
0:08:47 > 0:08:51any passenger for Wakefield and Leeds to travel on the 11:35.
0:08:51 > 0:08:56Laxman Keshwara has worked at King's Cross for over 30 years
0:08:56 > 0:09:00and is one of East Coast's most experienced employees.
0:09:00 > 0:09:02Yeah, Lima to Oscar.
0:09:02 > 0:09:05How does that happen? How does a train run out of petrol?
0:09:05 > 0:09:09What happened is sometimes there's an error of judgement on our side.
0:09:09 > 0:09:13Not looking at the fuel gauge and making sure we haven't got enough...
0:09:13 > 0:09:16We have got enough fuel to reach the destination.
0:09:16 > 0:09:19Somehow, somewhere down the line somebody missed that.
0:09:19 > 0:09:22A bit embarrassing, to be honest with you.
0:09:23 > 0:09:30We've had it before where we sent an engine out, when we were GNER, and it ran out of fuel there.
0:09:30 > 0:09:36So they had to wait until they can get a Thunderbird to tow it back to the original depot.
0:09:36 > 0:09:39This is the second time I've heard about that, running out of fuel.
0:09:39 > 0:09:42It's quite comical, to be honest with you.
0:09:43 > 0:09:49At the Customer Information point, Alexis has been listening to customer complaints for years.
0:09:49 > 0:09:52I don't think there's any need to keep putting fares up.
0:09:52 > 0:09:56It says three out of four rail passengers on some routes
0:09:56 > 0:10:01are unhappy about the cost of tickets and the standard of service they get.
0:10:01 > 0:10:06When you think about the infrastructure in other countries, much cheaper than here.
0:10:06 > 0:10:09Where's value for money?
0:10:09 > 0:10:11I don't think it's right.
0:10:11 > 0:10:16You can go on a five-star holiday for some of these fares, can't you?
0:10:18 > 0:10:22- Yes, please. Hello, there. - How much is the next train to Hull?
0:10:22 > 0:10:27In recent years, ticket prices have risen dramatically.
0:10:27 > 0:10:31At peak time on a Friday afternoon, fares are at their most expensive.
0:10:31 > 0:10:35- That's it. That's £28 then, please. - Thank you.
0:10:35 > 0:10:40- Hello, there.- I'd like a return to Newcastle, going today and coming back tomorrow.
0:10:40 > 0:10:43You're looking at £301 for a return, sir.
0:10:49 > 0:10:51That's a lot of money.
0:10:51 > 0:10:54Peak travelling time now, sir, I'm afraid.
0:10:54 > 0:10:56That's outrageous.
0:10:58 > 0:11:01- Yes, sir.- I can fly there for less than that.
0:11:01 > 0:11:04It's your prerogative, sir.
0:11:09 > 0:11:14Single fare to Bury St Edmunds, £48.10.
0:11:14 > 0:11:17What I was going to say was...
0:11:17 > 0:11:19Sometimes I do think it's expensive.
0:11:19 > 0:11:22But if we were to charge, say, £10 return to Leeds,
0:11:22 > 0:11:27where will the money come from to maintain trains, to pay staff?
0:11:27 > 0:11:31For all the little things that people don't see in the background that go on,
0:11:31 > 0:11:35like maintenance of the trains, the tracks, all that.
0:11:35 > 0:11:37It has to be paid for from somewhere.
0:11:37 > 0:11:42I bought my tickets and left them at home. But it's just a piece of paper.
0:11:42 > 0:11:47If you've not got your ticket, you have to buy a whole new ticket. Can you not go home and get it?
0:11:47 > 0:11:50No, I travelled two hours to get to King's Cross.
0:11:52 > 0:11:55If you wait until 6 o'clock, it's a lot cheaper, £50 cheaper.
0:11:55 > 0:11:57Yeah. I'll just wait until 6.
0:12:11 > 0:12:15Britain's railway has higher fares than the rest of Europe,
0:12:15 > 0:12:19where train travel is more heavily subsidised by government.
0:12:19 > 0:12:26In Britain, government policy has shifted the burden of cost on to the train user rather than the taxpayer.
0:12:28 > 0:12:32But with demand for rail travel set to double over the next 20 years,
0:12:32 > 0:12:37the government is investing £9 billion to modernise the rail infrastructure,
0:12:37 > 0:12:39and this comes at the taxpayers' expense.
0:12:42 > 0:12:44Every now and then you get one.
0:12:44 > 0:12:49- Does it mean anything that the Prime Minister's on your train? - Honestly, no.
0:12:49 > 0:12:53To me, I'm just at work, so it doesn't mean anything.
0:12:54 > 0:12:56BLOWS WHISTLE
0:13:08 > 0:13:11Why is it so expensive to travel by train?
0:13:11 > 0:13:14Well, I don't know, is it really that expensive?
0:13:14 > 0:13:16It is expensive, everything's expensive.
0:13:16 > 0:13:18Life is expensive now, you know.
0:13:18 > 0:13:22A lot of people sometimes give us a lot of stick
0:13:22 > 0:13:25thinking we're the ones who are creating all the chaos
0:13:25 > 0:13:31when, in fact, a lot of it comes from politicians and the powers that be.
0:13:31 > 0:13:35You know, but life's what you make it. It's not all about the money.
0:13:35 > 0:13:37It's not all about the money, is it, eh?
0:13:37 > 0:13:40You've got to be happy with what you've got.
0:13:40 > 0:13:44That's the secret of life, there ain't no secret.
0:13:44 > 0:13:46CHUCKLES
0:13:46 > 0:13:48WHISTLE BLOWS
0:14:15 > 0:14:20As Friday night draws to a close, the last trains pull away.
0:14:20 > 0:14:23Some staff are still working their shifts.
0:14:24 > 0:14:28Cleaners, amongst the lowest-paid employees at the station,
0:14:28 > 0:14:32often go unnoticed, as they remove the rubbish, vomit and worse,
0:14:32 > 0:14:35left behind by the constant stream of people travelling through.
0:14:37 > 0:14:41Somebody is vomit there, someone is vomit.
0:14:48 > 0:14:53Ronnie's worked 12-hour shifts cleaning the trains at King's Cross since the days of British Rail.
0:14:53 > 0:14:55Hello, darlings.
0:14:57 > 0:15:00- Which class is this? - First class.
0:15:00 > 0:15:02- Have you ever travelled first class? - No.
0:15:02 > 0:15:09- How many years have you been doing this job?- 21 years on April the 8th.
0:15:10 > 0:15:12I'm here 21 years.
0:15:12 > 0:15:15The sooner I leave here the better.
0:15:15 > 0:15:21- Is there anything good about the job?- No. Nothing at all.
0:15:22 > 0:15:26When you clear up the first class and go, like, some of the people here,
0:15:26 > 0:15:29oh, god, what must their homes be like?
0:15:29 > 0:15:32But you know what their homes are like, they're in first class,
0:15:32 > 0:15:35they've got cleaners in their houses.
0:15:35 > 0:15:38They can afford to make the place a mess.
0:15:39 > 0:15:42They pay to make it in a mess, don't they?
0:15:42 > 0:15:44We're paid a pittance to clear it up.
0:15:46 > 0:15:50Oh, and if you want to find a dirty book, first class.
0:15:50 > 0:15:52What do you mean?
0:15:54 > 0:15:58They sit there with the paper and a dirty book in front of the paper
0:15:58 > 0:16:01so no-one else can see.
0:16:05 > 0:16:08You find them in the toilets in first class.
0:16:10 > 0:16:12Knickers under the seats.
0:16:12 > 0:16:14- Really? - Yeah.
0:16:32 > 0:16:36As work to finish the new station on time continues,
0:16:36 > 0:16:40outside the old familiar King's Cross life carries on.
0:16:44 > 0:16:47- Take your hands out of your pockets. - Hands out your pockets
0:16:47 > 0:16:50I know that you understand me.
0:16:50 > 0:16:52Even before the railway existed,
0:16:52 > 0:16:57King's Cross was known for its poverty, crime and prostitution.
0:16:57 > 0:17:01Excuse me, I'm very sorry to bother you, my name's Terry, I'm homeless.
0:17:01 > 0:17:06Today, alongside the redevelopment, the police are trying to enforce
0:17:06 > 0:17:08a zero-tolerance policy to clean up the area.
0:17:11 > 0:17:13Excuse me, can you spare any change?
0:17:13 > 0:17:16Excuse me, can you please help, anything?
0:17:16 > 0:17:21- Can you spare any change, I'm homeless.- I haven't got any, sorry.
0:17:21 > 0:17:23I just ended up here off the coast.
0:17:23 > 0:17:26And it was so busy and someone come up to me
0:17:26 > 0:17:30and started chatting to me and said they'd look after me.
0:17:30 > 0:17:34But, unfortunately, that person got me on to drugs.
0:17:34 > 0:17:36- And how old were you then? - 18.
0:17:36 > 0:17:38- And how old are you now? - 36.
0:17:38 > 0:17:40- And still here? - Yeah.
0:17:40 > 0:17:44- A long time to be here, isn't it? - Yeah, it is.
0:17:50 > 0:17:52- How much have you got? - £8.
0:17:52 > 0:17:55Not bad.
0:17:55 > 0:17:58- Yeah. - Bung him in.
0:17:58 > 0:18:04It was scary years ago to live in King's Cross, it was very scary.
0:18:04 > 0:18:07People were getting robbed, mugged, everything.
0:18:08 > 0:18:13- But it's a safer place now?- Yes, it is. The police have done a good job.
0:18:13 > 0:18:16That's good.
0:18:18 > 0:18:21With the radical face-lift coming to the station,
0:18:21 > 0:18:26Steve Newland wants to encourage a similar transformation in his workforce.
0:18:27 > 0:18:32OK, I've titled this presentation A Time For Change.
0:18:32 > 0:18:36We're going through some fantastic changes at King's Cross
0:18:36 > 0:18:40and it's about time we did change.
0:18:40 > 0:18:46The vision is very simple. We know there'll be days where you're a bit under the weather or a bit stressed.
0:18:46 > 0:18:52Yeah? But, by and large, we want you to come and really enjoy wanting to come to work at King's Cross.
0:18:52 > 0:18:58But, equally, it is about providing a great service for the customer.
0:18:58 > 0:19:01What we call a seamless journey experience.
0:19:01 > 0:19:06Trains cleaned, tanked, stocked, despatched safely and on time.
0:19:06 > 0:19:11We can't afford any errors. Yeah?
0:19:11 > 0:19:14So there's a lot of work that we need to do here going forward.
0:19:14 > 0:19:18A bronze medal or silver medal is not good enough.
0:19:18 > 0:19:21You have to deliver gold. Yeah?
0:19:21 > 0:19:24We run a five-star hotel here at King's Cross.
0:19:24 > 0:19:26It's not two-star or three-star.
0:19:26 > 0:19:29I've always said and I've been open and honest,
0:19:29 > 0:19:32if you can't deliver or don't want to deliver the standard,
0:19:32 > 0:19:36it's not a problem, we'll find another hotel for you to work at.
0:19:44 > 0:19:47The hope that change is coming to King's Cross
0:19:47 > 0:19:51is tempered by the realities of trying to run a railway.
0:19:51 > 0:19:54With nearly 87% of their trains running on time,
0:19:54 > 0:19:58East Coast claim to be on their way to providing a five-star service.
0:20:00 > 0:20:02- Do you travel by train? - Every day.
0:20:02 > 0:20:05- Where do you get the train from? - Peterborough.
0:20:05 > 0:20:09- Do you travel by East Coast? - Not all the time. Not all the time.
0:20:09 > 0:20:12Sometimes I have to travel with First Capital Connect.
0:20:12 > 0:20:17- What's that like? - Bearable.
0:20:20 > 0:20:24- What can go wrong? - All sorts. Broken rails.
0:20:24 > 0:20:29Bad maintenance. Anything really, you know.
0:20:30 > 0:20:32Trains fail.
0:20:32 > 0:20:37But that's what it's all about.
0:20:37 > 0:20:40You just have to grin and bear it.
0:20:40 > 0:20:44"We are sorry to announce that the 16:33 East Coast service
0:20:44 > 0:20:47to Leeds has been cancelled."
0:20:47 > 0:20:51"We apologise for the inconvenience caused."
0:20:51 > 0:20:54Back on the station concourse, it's evening rush-hour.
0:20:54 > 0:20:57A failed Doncaster train is blocking the line
0:20:57 > 0:21:00and trains are arriving late at King's Cross.
0:21:00 > 0:21:04Sorry for the delay, sir, you'll be entitled to a full refund, sir.
0:21:04 > 0:21:07- Whatever sort of ticket? - Yes, sir. Sorry for the delay, madam.
0:21:07 > 0:21:10- That's all right. - What's been going on?
0:21:10 > 0:21:15We had a major disruption this afternoon due to failed train.
0:21:15 > 0:21:18And it's caused all this disruption, major disruption.
0:21:18 > 0:21:21We are in the middle of rush-hour evening peak
0:21:21 > 0:21:24and we are struggling with the train crew at the moment.
0:21:25 > 0:21:30Come on, my friend, come on, my friend. Let's go, let's go.
0:21:30 > 0:21:32- Yeah, number 8? - Yes, number 8.
0:21:32 > 0:21:36Lax is responsible for despatching the trains. He's under pressure.
0:21:36 > 0:21:39For every minute a train is delayed
0:21:39 > 0:21:43the train provider at fault must pay a £150 fine to Network Rail.
0:21:43 > 0:21:46I've got the driver for 18:03 and 17:30.
0:21:46 > 0:21:52With union regulations requiring drivers to have half-hour breaks between journeys,
0:21:52 > 0:21:56Lax now has four trains full of passengers at a standstill.
0:21:56 > 0:21:59Come on, what's happening, mate? Is he there?
0:21:59 > 0:22:01Driver, is he there?
0:22:01 > 0:22:06Come on, guys, look for the driver and guard. Come on, mate.
0:22:06 > 0:22:08- No driver? - No driver.- Come on.
0:22:12 > 0:22:14Oh, it's driving me crazy today.
0:22:14 > 0:22:18Darling, it's becoming diabolical. I haven't got driver for 18:00.
0:22:18 > 0:22:22I had a driver for 18:30, 19:00. I've got 18:00 in platform 2,
0:22:22 > 0:22:26full and standing, it's nearly 52 minutes now late.
0:22:26 > 0:22:30If he's coming down, fair enough. Yeah, I can see him coming down.
0:22:30 > 0:22:34Whether he's the one, I can see him coming down. Thanks.
0:22:38 > 0:22:42- I know it's not your fault. - No, I was just having my break.
0:22:42 > 0:22:45Are you going, mate? Hello?
0:22:48 > 0:22:51You haven't got a driver? How can that happen? It's shocking.
0:22:51 > 0:22:55Because of the problem down the line, all the drivers were delayed.
0:22:55 > 0:22:58- I can understand - - I have to close the door, please.
0:22:58 > 0:23:01- Come on now, please, if you're going. - Thank you.
0:23:06 > 0:23:09Yeah, received. When you're ready, just go for it.
0:23:09 > 0:23:11I don't know what's in number 3.
0:23:11 > 0:23:13Number 4, when you're ready, go for it.
0:23:17 > 0:23:19How late was that train?
0:23:19 > 0:23:23- An hour and ten minutes. - An hour and ten minutes late?
0:23:23 > 0:23:25Yeah.
0:23:26 > 0:23:28I've got to go and check this one quick.
0:23:28 > 0:23:32With the fine of a £150 per minute owed to Network Rail,
0:23:32 > 0:23:38the delay of just this train will cost East Coast over £10,000.
0:24:04 > 0:24:06Thanks, mate.
0:24:15 > 0:24:19I'd like to welcome you all to the March meeting of the King's Cross branch of ASLEF.
0:24:19 > 0:24:25At a local King's Cross pub, train drivers are holding one of their monthly union meetings.
0:24:25 > 0:24:30The Chair requested a minute's silence be held for brother Andy Morrison,
0:24:30 > 0:24:33our district organiser who recently passed away.
0:24:33 > 0:24:36Apologies were received from G Russell and S Stevens.
0:24:36 > 0:24:41With the responsibilities of the job, and salaries starting at £50,000 a year,
0:24:41 > 0:24:44drivers are considered the elite of the railway.
0:24:44 > 0:24:50Union membership ensures their right to taking breaks between journeys is protected.
0:24:51 > 0:24:54You wouldn't want to get on a train where your driver hasn't had a wee
0:24:54 > 0:24:57or a drink or something to eat with a grumbling belly.
0:24:57 > 0:25:02You'll get lack of concentration, lack of observing signals,
0:25:02 > 0:25:08complying with speeds, and it could ultimately lead to a major fatality.
0:25:08 > 0:25:13You need a break away from that cab and just to humanise yourself again.
0:25:13 > 0:25:17A lot more now, we're sitting on our own
0:25:17 > 0:25:21because of the way the driving job and the driver's role has evolved.
0:25:21 > 0:25:24Whereas, we used to be together and a great part of a team.
0:25:24 > 0:25:29It can seem to be more isolated now than we ever was before.
0:25:29 > 0:25:32- What's great about being a train driver?- Everything.
0:25:32 > 0:25:33CHUCKLES
0:25:33 > 0:25:35Yeah, it's a good job.
0:25:35 > 0:25:39It's not a job, it's a way of life, ain't it? I think.
0:25:50 > 0:25:54Back at the station, Ronnie is coming towards the end of another shift.
0:25:57 > 0:26:01I've got 15 chickens,
0:26:01 > 0:26:04four snakes, four dogs.
0:26:04 > 0:26:08I've always loved animals. I've always been...
0:26:08 > 0:26:11When my mates were playing with their dolls and prams,
0:26:11 > 0:26:14I was going round finding slowworms and newts and lizards.
0:26:14 > 0:26:19I've never been one for dolls and prams and that.
0:26:19 > 0:26:22It's always been... I just always loved the animals.
0:26:22 > 0:26:26Which do you prefer, animals or human beings?
0:26:26 > 0:26:29Definitely animals.
0:26:30 > 0:26:34Always. They don't lie to you, they don't use you.
0:26:34 > 0:26:37And, however old and ugly you get, they'll always love you.
0:26:52 > 0:26:55There's a thing round there,
0:26:55 > 0:26:59and they're supposed to go in there and eat the poison.
0:26:59 > 0:27:02But they don't, they're not that stupid.
0:27:02 > 0:27:07They get through the hole in the bottom of the bins and pull all the food out.
0:27:08 > 0:27:13They usually make a right mess, the little sweetie pies.
0:27:13 > 0:27:17Why don't people like them?
0:27:17 > 0:27:19I honestly don't know. I think they're cute.
0:27:19 > 0:27:23They probably think they're germy, but everyone's got germs, ain't they?
0:27:23 > 0:27:25It's not only the animals.
0:27:35 > 0:27:38- That one didn't look well, did it? - I didn't notice.
0:27:38 > 0:27:41Yeah, it was really slow.
0:28:05 > 0:28:07Echo 1-1, yeah.
0:28:09 > 0:28:12Lax came to Britain from India in the 1960s
0:28:12 > 0:28:16and has been working on the railway ever since.
0:28:16 > 0:28:20But after 37 years in the industry, he's now about to retire.
0:28:20 > 0:28:24Yeah, Mike. Yeah, Mike.
0:28:24 > 0:28:28I'll pass Mike 13 a wheelchair required, Mrs Cooper.
0:28:28 > 0:28:30No problem. Thank you. Bye. Bye.
0:28:32 > 0:28:34Lax, wonderful to see you again.
0:28:34 > 0:28:38There are legends on this railway and there are leg-ends.
0:28:38 > 0:28:44You, my friend, are a legend. I can't let you go. You're too good.
0:28:44 > 0:28:48- Will you ever find anyone like Lax to work here again?- No, no, no.
0:28:48 > 0:28:51You've only got to take a look at the man, how smart he is.
0:28:51 > 0:28:56A shining example of how we would want everybody on the railway to be.
0:28:56 > 0:29:00If I had my time in authority, at senior level,
0:29:00 > 0:29:04I'd have everybody looking like Lax. It's absolutely fantastic.
0:29:04 > 0:29:07He's got the respect of his staff, the respect of me, his managers.
0:29:07 > 0:29:11A shining example. He'll sadly be missed.
0:29:11 > 0:29:13- Ah! - Give us a kiss.
0:29:13 > 0:29:15ALL LAUGH
0:29:20 > 0:29:22King's Cross has been my life.
0:29:22 > 0:29:24I've spent nearly 35 years at King's Cross.
0:29:24 > 0:29:28This is when the royal family came to King's Cross,
0:29:28 > 0:29:30when the HS2 were introduced.
0:29:32 > 0:29:35Her Majesty on platform 1.
0:29:37 > 0:29:40I was here when the King's Cross fire took place.
0:29:40 > 0:29:44I was on a late shift on that day.
0:29:44 > 0:29:48And we had 19:30 departed to Leeds on platform number 5.
0:29:48 > 0:29:55I was on the barrier line when suddenly the smoke came out of the entrance of the Underground.
0:29:55 > 0:30:00And we thought it was minor and suddenly it came very drastic.
0:30:00 > 0:30:03Then we had to evacuate the station.
0:30:05 > 0:30:09And then we had to shut the station down, to be honest, you know.
0:30:09 > 0:30:12As you know, we lost a lot of lives.
0:30:12 > 0:30:15A lot of memories, you can say that.
0:30:20 > 0:30:22When Lax started on the railway,
0:30:22 > 0:30:28British Rail was actively recruiting employees from immigrant communities,
0:30:28 > 0:30:30and the jobs were jobs for life.
0:30:30 > 0:30:35But times are changing. Today, many of the station staff are on short-term contracts.
0:30:35 > 0:30:38That will take you on the Underground. That's fine.
0:30:41 > 0:30:45In time for the new station's opening, a new team of customer-service assistants
0:30:45 > 0:30:51has been recruited to help passengers negotiate the recently installed ticket-barrier gates.
0:30:51 > 0:30:55We're probably waiting for the train to arrive, for the people to get off,
0:30:55 > 0:30:57and then it becomes the 7:53 to go back.
0:30:57 > 0:31:00- Excellent.- Lovely.- Thank you very much.- Good luck with that.
0:31:00 > 0:31:05Good. Another happy customer, hopefully.
0:31:05 > 0:31:09- What do you like about the job? - The pay.
0:31:09 > 0:31:14It's why I've come out of retirement for a job is that my pension,
0:31:14 > 0:31:19which gets paid on a Monday, runs out by Friday lunchtime,
0:31:19 > 0:31:24before I've done my food shopping in a well-known large retailer.
0:31:25 > 0:31:30I haven't met anybody that I would say was really bad.
0:31:30 > 0:31:34But I've met some very nice people in very bad moods.
0:31:34 > 0:31:37You have to try to see behind that to actually see the person
0:31:37 > 0:31:40and then understand the predicament they're in.
0:31:40 > 0:31:43They've just missed the train, they've got to get somewhere,
0:31:43 > 0:31:47they're in a rush to go to a funeral. Those sort of things.
0:31:47 > 0:31:52So you have to try and imagine it was you on the other end of this.
0:31:52 > 0:31:55Gates are open, walk on through.
0:31:55 > 0:31:58Ooh, nice. I've got one of those.
0:31:58 > 0:32:01It's not as nice as yours, though.
0:32:01 > 0:32:04Sometimes they look through you and so forth.
0:32:04 > 0:32:07But I think they think about us as being human beings
0:32:07 > 0:32:10when they sort of rock up about half a minute to go,
0:32:10 > 0:32:15when the train's about to launch and all of a sudden you're there because
0:32:15 > 0:32:18"You're the one that actually went and blocked me,
0:32:18 > 0:32:20"because I missed my train."
0:32:20 > 0:32:22Off we go.
0:32:22 > 0:32:26With more people than ever before using Britain's trains,
0:32:26 > 0:32:29over-crowding in the rush-hour is at its worst for 20 years.
0:32:29 > 0:32:33"..has been cancelled. We apologise for the inconvenience caused."
0:32:33 > 0:32:39It's 5pm and a cancelled service means the pressure on subsequent trains is pushed to the limit.
0:32:39 > 0:32:42I've got a reserved seat and I've come in good time
0:32:42 > 0:32:46to comfortably sit down and go all the way to North Yorkshire,
0:32:46 > 0:32:50- and I find there isn't a reservation system.- They do this all the time.
0:32:50 > 0:32:56I've paid nearly a £100 return to Peterborough, which...
0:32:56 > 0:32:58It is like a cattle truck.
0:33:03 > 0:33:07What are they doing to get you a seat? Have you had an announcement?
0:33:07 > 0:33:10I imagine the refreshments trolley will be up and down.
0:33:10 > 0:33:15# The passengers go in two by two, hurrah, hurrah
0:33:15 > 0:33:19# The passengers go in two by two, hurrah, hurrah
0:33:19 > 0:33:20# The passengers go in two by two
0:33:20 > 0:33:23# If you get lost, we'll show you what to do
0:33:23 > 0:33:26# And we all do what we can to get you on the train #
0:33:34 > 0:33:38The railway, unfortunately, over a number of years has had its knockers.
0:33:38 > 0:33:42Sometimes, you know, we've deserved a bit of a knock.
0:33:42 > 0:33:47But, by and large, you know, we're all, across the whole industry,
0:33:47 > 0:33:52we're very, very passionate about running trains from A to B on time,
0:33:52 > 0:33:58seven days a week, 365 days of the year in some cases.
0:33:58 > 0:34:00We'd love to give everybody a seat,
0:34:00 > 0:34:04but that's not possible because more people are travelling by train.
0:34:04 > 0:34:07We're running more trains now than we've ever done.
0:34:07 > 0:34:09And we're moving in the right direction.
0:34:09 > 0:34:15There's a fantastic opportunity with the station due to open in a few weeks' time,
0:34:15 > 0:34:19to create something very, very special here at King's Cross.
0:34:19 > 0:34:23So we're focusing on the basic principles of customer service.
0:34:23 > 0:34:25Everybody wants a train every 15 minutes.
0:34:25 > 0:34:29Customer service is not treating customers as you want to be treated.
0:34:29 > 0:34:33It's actually treating customers as they want to be treated.
0:34:33 > 0:34:38- That's the difference between us... - I wouldn't go along with that. - ..and excellent customer service.
0:34:38 > 0:34:43We know what their expectations should be, don't we?
0:34:43 > 0:34:46Tell me what their expectations should be.
0:34:46 > 0:34:49What their expectations should be?
0:34:49 > 0:34:51Well, what should a train service provide?
0:34:51 > 0:34:57An affordable means of travel within the financial constraints of trying to run a railway.
0:34:57 > 0:34:59So how do we then, or how do you,
0:34:59 > 0:35:05make sure that those customers' expectations are exceeded at King's Cross station?
0:35:05 > 0:35:07That's the purpose of customer service.
0:35:07 > 0:35:12Yeah, I don't think we live in the same world, do we?
0:35:12 > 0:35:18The purpose is to transport people from A to B, sometimes via C,
0:35:18 > 0:35:22in some sort of civilised surroundings.
0:35:22 > 0:35:26In a train that departs when it says it's going to depart.
0:35:26 > 0:35:29And arrives at the destination when it says it will arrive.
0:35:29 > 0:35:31That's all I expect from a train.
0:35:34 > 0:35:38The dream of an efficient railway, with trains that always run on time,
0:35:38 > 0:35:41has some obstacles that cannot be avoided.
0:35:43 > 0:35:48I don't know why Fridays seem to be a favourite day for mucking things up.
0:35:48 > 0:35:54Trains going down, people deciding that enough's enough.
0:35:54 > 0:35:56Um...
0:35:56 > 0:35:59What do you mean? Do you mean...?
0:36:00 > 0:36:03Well, people who've had enough is enough.
0:36:03 > 0:36:06They decide that Friday afternoon
0:36:06 > 0:36:09is as good a time as any to finish it, you know.
0:36:18 > 0:36:23Sad things, but then life ain't exactly a bed of roses.
0:36:23 > 0:36:27"The 16:33 East Coast service to Leeds has been cancelled."
0:36:27 > 0:36:31"We apologise for the inconvenience caused."
0:36:31 > 0:36:35Another Friday evening at King's Cross, and the knock-on effect
0:36:35 > 0:36:37of a fatality an hour north of London
0:36:37 > 0:36:41is still being felt 24 hours later.
0:36:41 > 0:36:47I don't know if you know about the incident that happened last night where someone was hit by a train.
0:36:47 > 0:36:49No, I wasn't aware, no.
0:36:49 > 0:36:53What's happened is that, because the crews were all displaced,
0:36:53 > 0:36:58trains had to leave their starting point late.
0:36:58 > 0:37:01This train, unfortunately, left late and, of course,
0:37:01 > 0:37:04it incurred delays on the way in.
0:37:04 > 0:37:07The thing that's symptomatic about most of the railway service
0:37:07 > 0:37:12is they don't communicate with their customers. It's extremely typical.
0:37:12 > 0:37:14If something goes wrong, nobody knows.
0:37:14 > 0:37:19That lady has been very kind in telling us what's happened. Nobody else is.
0:37:19 > 0:37:24Some people are going to have to stand now for 2½ hours to get back to the north-east.
0:37:24 > 0:37:27It's just totally unacceptable.
0:37:27 > 0:37:32I went up there. I was actually at the platform about to get on the thing and they wouldn't let me on.
0:37:32 > 0:37:36They waited about a minute before they took off and locked the doors.
0:37:36 > 0:37:39- You can get on any train. - I can get on this train?
0:37:39 > 0:37:43- Any train going to York.- I know, but I've got to wait an hour,
0:37:43 > 0:37:47a whole hour, and I won't have reserved seats, which is outrageous.
0:37:47 > 0:37:52We're only human, we're not robots, you know, we're not machines.
0:37:52 > 0:37:56And just how a customer is tired,
0:37:56 > 0:38:00feels angry, upset, we feel the same.
0:38:00 > 0:38:04When I worked at another station,
0:38:04 > 0:38:09a customer that I was laughing and joking with, you know,
0:38:09 > 0:38:13selling them a ticket. He bought a ticket, went through the barrier,
0:38:13 > 0:38:17walked down the platform and walked straight into a train.
0:38:17 > 0:38:23He'd bought a ticket to get through the barrier so that he can end his life.
0:38:23 > 0:38:26And you know, you know,
0:38:26 > 0:38:31the sad thing that happened after.
0:38:31 > 0:38:35His dad came...
0:38:35 > 0:38:37And I'm going to start crying now.
0:38:40 > 0:38:42Sorry, I've had a hard day.
0:38:42 > 0:38:45His dad came...
0:38:48 > 0:38:52Because he wanted to see the person, the last person that spoke to him.
0:38:55 > 0:38:59That's what people don't understand,
0:38:59 > 0:39:01that when their journeys are disrupted,
0:39:01 > 0:39:05they need to really, really think about the fact
0:39:05 > 0:39:11that they're not the ones getting the knock at the front door, you know.
0:39:38 > 0:39:40How long have you been doing this job for, Steve?
0:39:40 > 0:39:47I'm in my 11th year, which, when you consider other people in here, it's no time at all.
0:39:47 > 0:39:53- Really?- Yeah. There's some here with over 20 years' experience, you know.
0:39:53 > 0:39:57Received, thanks. We locked it up, it's ready to go out.
0:40:06 > 0:40:11"Further delay to 1-Alpha 9-4 at Stoke, owing to hitting a pheasant."
0:40:11 > 0:40:13"Train now 90 late."
0:40:14 > 0:40:17So, hopefully, once we've, you know,
0:40:17 > 0:40:21given it its last rites, we can carry on.
0:40:21 > 0:40:24LAUGHS
0:40:24 > 0:40:28I've heard everything now.
0:40:52 > 0:40:56With only weeks to go until the new King's Cross station is completed,
0:40:56 > 0:41:00the final preparations for opening day are being put in to place.
0:41:02 > 0:41:06From my perspective, when the station opens, it's going to be amazing.
0:41:06 > 0:41:09It's going to be the most fabulous station.
0:41:09 > 0:41:13It'll be, I keep saying, the jewel in the crown of Network Rail stations.
0:41:13 > 0:41:19If we've got this world-class facility that people are going to come from all around to look at,
0:41:19 > 0:41:24and we haven't got a world-class team running it, then that's an absolute nightmare.
0:41:24 > 0:41:30And, really, we should be able to have a team that are really proud to work at King's Cross.
0:41:32 > 0:41:34Thank you very much for coming in to see us today.
0:41:34 > 0:41:37Um, the interview today
0:41:37 > 0:41:42is for station-control assistant at King's Cross, as you know.
0:41:42 > 0:41:47To start, could you give us a brief overview of your CV and let us know what you're doing at the moment?
0:41:47 > 0:41:51- I'm working out of King's Cross... Sorry, St Pancras station.- Yeah.
0:41:51 > 0:41:57Can you describe an occasion when you delivered excellent service to a customer?
0:41:57 > 0:41:59Excellent service?
0:42:01 > 0:42:06Maybe last Christmas, when I was upstairs on the floor, all the snow,
0:42:06 > 0:42:10we were doing customer assistance off the trains.
0:42:10 > 0:42:15Can you describe the difference between good service and excellent service?
0:42:15 > 0:42:20A good service is something where customers come to me, ask me how do I get to platform 16.
0:42:20 > 0:42:23I could explain, "Go down platform 8, up the stairs,
0:42:23 > 0:42:25"through the barriers, take a left, you'll find it."
0:42:25 > 0:42:30Or, for excellent customer service, I can actually take him there.
0:42:30 > 0:42:34Could you give us an example of when you've worked in an effective team.
0:42:34 > 0:42:37So you might want to think about what made the team effective,
0:42:37 > 0:42:41what were the goals of the team, any challenges you faced as a team.
0:42:46 > 0:42:50What attracted you to the role of station-control assistant at King's Cross?
0:42:50 > 0:42:55- Eventually, I would like to become a train driver.- OK.
0:42:55 > 0:42:58So I understand the importance
0:42:58 > 0:43:01of getting experience in station control.
0:43:08 > 0:43:12- We've been stopped. - Lax, sorry to interrupt you.
0:43:12 > 0:43:17Your last day, no late departures, right-time railway.
0:43:17 > 0:43:21- I will try my utmost best. - Like you always do.
0:43:21 > 0:43:23Are you sure you still want to go? You don't have to.
0:43:23 > 0:43:26Change your mind. Just for me, change your mind.
0:43:26 > 0:43:28All right. Have a good Friday evening.
0:43:28 > 0:43:32No problem, sir. Thanks. I will give my utmost best.
0:43:32 > 0:43:35Well done. Have a lovely time. We'll have some nice onion bhajis.
0:43:35 > 0:43:40- Right. Have a good shift. I will see you later. - Yes. Thanks. No problem. Thanks.
0:43:40 > 0:43:45My son rang this morning, before he left, he said, "Wish you all the best." Yeah.
0:43:47 > 0:43:50And that's the way it is.
0:43:52 > 0:43:54Lax is East Coast.
0:43:54 > 0:43:59The railway has been his sole bread and butter and the only job he's ever known.
0:43:59 > 0:44:03It's... How can I say? It's like having a mother to him, to have this job.
0:44:03 > 0:44:08And always in his heart will always remain the railway system.
0:44:10 > 0:44:13Before the last shift of Lax's working life,
0:44:13 > 0:44:16he has to hand over the tools of his trade,
0:44:16 > 0:44:19collected over 35 years at King's Cross.
0:44:22 > 0:44:26- Did you keep all this in your locker?- I've still got some more.
0:44:28 > 0:44:33This is important. It's the interlocking system and everything, complete menu.
0:44:33 > 0:44:37I don't think many people have got this, there's only one or two left now.
0:44:37 > 0:44:40Um... Yeah, I've never seen this before.
0:44:43 > 0:44:45And this one is for the tanking.
0:44:45 > 0:44:49We still use this tanking point, as you know, from platform 1 to 13,
0:44:49 > 0:44:53- because there's hardly any left now, so be careful.- Definitely.
0:44:53 > 0:44:55It's like clearing out your shed.
0:44:57 > 0:45:01This is for the DVD interlock bulbs. For when the DVD interlock fails.
0:45:01 > 0:45:04Very useful. Right. And the rest is all junk.
0:45:04 > 0:45:08- You've got one more box there. - This is my personal things.- OK.
0:45:08 > 0:45:10I guess, in the olden days, when the service was disrupted,
0:45:10 > 0:45:16I used to keep all my toothbrush, razorblade,
0:45:16 > 0:45:20all this in case I have to stay back overnight.
0:45:20 > 0:45:24- When we had the bombing, I stayed here the whole night. - The whole night?
0:45:24 > 0:45:28While all the bodies were cleared. Clean all the blood from platform 1.
0:45:28 > 0:45:33Tidy up everything until the last body went away. Clean everything.
0:45:33 > 0:45:37- Then the police officers escorted me to the hotel.- Right.
0:45:40 > 0:45:43- It's been a pleasure. - It has been a pleasure, Laxman.
0:45:43 > 0:45:46It has been a pleasure. It has been a pleasure, indeed.
0:45:53 > 0:45:55Laxman, Laxman.
0:45:55 > 0:45:58I'm not going to see you tomorrow. This is...
0:45:58 > 0:46:02- I'll miss you. - I'm going to miss you too, hon.
0:46:02 > 0:46:06I'll miss you. You're going to have to come back and see us some time.
0:46:06 > 0:46:09- I will.- You know what I mean? Oh, you're...
0:46:09 > 0:46:12I can hear it in your voice, you're getting all emotional.
0:46:12 > 0:46:16- I can't believe it. You take care, honey.- Yeah. Thank you.- All right.
0:46:16 > 0:46:20Echo to all points, especially Alpha Control.
0:46:20 > 0:46:24I would like to thank everybody for helping me over the years.
0:46:24 > 0:46:28Today is my last day, I will be leaving on 21:00 departure.
0:46:28 > 0:46:32God bless you all and thank you very much once again.
0:46:32 > 0:46:36"Yeah, hi, Lax. Going to miss you loads
0:46:36 > 0:46:39"and good luck for the future."
0:46:39 > 0:46:42Thanks very much. Thank you.
0:46:45 > 0:46:47I can't say more.
0:46:47 > 0:46:49- I'll walk down with you, Lax. - Yeah.
0:46:49 > 0:46:51Definitely first class tonight.
0:46:51 > 0:46:53ANNOUNCEMENT OVER SPEAKERS
0:46:56 > 0:47:00"And on behalf of Network Rail and East Coast,
0:47:00 > 0:47:06"I would like to wish him a very happy and long and pleasurable retirement."
0:47:06 > 0:47:12"And thank him for his loyalty and dedication for the last 37 years."
0:47:12 > 0:47:16"Thank you very much, Laxman, have a very nice retirement."
0:47:16 > 0:47:20Wish you all the best. I'll see you. All right. Thank you.
0:47:26 > 0:47:28Bye, brother.
0:47:28 > 0:47:30I'm going to miss you.
0:47:30 > 0:47:33Bye. Oh, thank you.
0:47:35 > 0:47:38Thanks. See you, Steve. Thanks.
0:47:53 > 0:47:56Excellent. Bang on time as well.
0:48:02 > 0:48:08When you notice the time is flying by, you can't stop it.
0:48:08 > 0:48:13You can't get it back. All you have is memories.
0:48:14 > 0:48:20It just makes you think that we're not here for long really, are we?
0:48:52 > 0:48:54What do you think about travelling by train?
0:48:54 > 0:48:57Well, when my mate used to work here and she used to tell me
0:48:57 > 0:49:00how lovely it was, you know, when it used to snow.
0:49:00 > 0:49:04It used to be all white, it was dark out, all white and sparkly.
0:49:04 > 0:49:09And all the rivers and especially nearing Newcastle and that.
0:49:09 > 0:49:12And, yeah, she used to tell me how lovely it was going along.
0:49:12 > 0:49:15Have you ever seen that?
0:49:15 > 0:49:17No.
0:49:17 > 0:49:20So you've never been on a long train journey?
0:49:20 > 0:49:22No.
0:49:23 > 0:49:25Never.
0:49:27 > 0:49:29I don't suppose I ever will.
0:49:57 > 0:50:01- I don't know what the weather will be like on Monday.- Thank you very much.
0:50:01 > 0:50:04But you will get to York on that train today.
0:50:04 > 0:50:08- What time will it come on Monday? - I don't know about Monday.
0:50:08 > 0:50:13- And Monday?- I don't know whether you'll get back. You should do.
0:50:40 > 0:50:43Train departures from the new western concourse.
0:50:43 > 0:50:46If you're catching a train, round to the new western concourse.
0:50:46 > 0:50:49Train departures from the new western concourse.
0:50:50 > 0:50:54If you're catching a train, go round the corner. Just follow it round.
0:50:56 > 0:51:00If you're catching a train, train departures from the new concourse.
0:51:00 > 0:51:04Departures from the new concourse. Departures from the new concourse.
0:51:04 > 0:51:08Round the corner, ten seconds. Just follow the signs.
0:51:08 > 0:51:12All departures from the new western concourse. This is arrivals only.
0:51:12 > 0:51:16If you're catching a train, round to the new concourse.
0:51:23 > 0:51:25It's opening day.
0:51:25 > 0:51:30King's Cross has been transformed from a grubby relic of the Victorian era
0:51:30 > 0:51:34into a transport super-hub, fit for the 21st-century world of rail travel.
0:51:36 > 0:51:38Essentially a grand departure hall,
0:51:38 > 0:51:40it won't make the trains run on time,
0:51:40 > 0:51:44but it will mean people can wait for their trains in style.
0:51:46 > 0:51:50Whatever you need, vinyls, maps, let me know and I'll get it.
0:51:50 > 0:51:52OK, my love. Thank you.
0:51:52 > 0:51:53- Hi, sir. - Platform 4.
0:51:53 > 0:51:57It's strange. It feels like I'm not actually in King's Cross no more,
0:51:57 > 0:52:01and we're temporarily, say, like, in St Pancras or something.
0:52:01 > 0:52:04Yeah, you know what I mean? And that I'm going to get in trouble
0:52:04 > 0:52:08because I didn't turn up for work. That's what it feels like.
0:52:08 > 0:52:11The old concourse is now an arrivals hall,
0:52:11 > 0:52:14forcing regular King's Cross passengers
0:52:14 > 0:52:17to change their well-trodden routine.
0:52:17 > 0:52:21You can use your tickets to go from here but it'll change after a while.
0:52:21 > 0:52:25- And it will never be the same again? - It will just be arrivals concourse.
0:52:25 > 0:52:28- It's ridiculous, isn't it? - Sorry about that, sir.
0:52:32 > 0:52:35We're getting arrivals come in, they all head for here,
0:52:35 > 0:52:38and it's a case of just spreading the load for people.
0:52:38 > 0:52:42- Get them away from the gate. - Yeah, yeah, yeah, yeah.
0:52:42 > 0:52:45Use the barriers to the far left.
0:52:45 > 0:52:47Anybody else down to the new ticket office.
0:52:47 > 0:52:50The gents where you can't get in through the turnstile
0:52:50 > 0:52:52until we mend it.
0:52:52 > 0:52:57And see the departure boards. Yeah. Good-o.
0:52:57 > 0:52:59Oh, they didn't say a lot, did they?
0:52:59 > 0:53:01Is anyone even looking at you?
0:53:01 > 0:53:05Some looked at me as if I was out on day release from the lunatic asylum.
0:53:05 > 0:53:10Right, yes, sir, where would you like to be?
0:53:10 > 0:53:13If you come over here, you've got half a chance of getting over there.
0:53:13 > 0:53:16Do you want to come over here and get through here?
0:53:17 > 0:53:20This is concession day today,
0:53:20 > 0:53:23as it's the first full-blown public day
0:53:23 > 0:53:26in the rush-hour of this wonderful new edifice.
0:53:26 > 0:53:30- It's very nice.- Thank you. We'll let you through for being polite.
0:53:30 > 0:53:35I explained to the lady, it's rubbish. I came in, I used the ticket, I went to get a coffee...
0:53:35 > 0:53:41- Where are you...?- Then they say I've got to go all the way back round to come in. It's not very clear.
0:53:41 > 0:53:43Right, we'll just go and check the lounge.
0:53:48 > 0:53:50Suzannah, can I just grab you for two seconds?
0:53:58 > 0:54:01This flowerpot, yeah, it's lovely, isn't it?
0:54:01 > 0:54:07I want to put it somewhere a bit different where it's out on display more, where people can see it.
0:54:07 > 0:54:11- Doesn't look too bad. - Are you happy with it?- Yeah.
0:54:11 > 0:54:14- Is this your favourite room? - Very happy.
0:54:14 > 0:54:18My favourite room? Yeah, I think it probably is. It probably is.
0:54:18 > 0:54:21It's got a bit of style and a bit of class about it.
0:54:21 > 0:54:23I wish the windows were a bit cleaner, but, er...
0:54:29 > 0:54:31Number 6, please.
0:54:31 > 0:54:35The 10:06 is on platform 11A.
0:54:35 > 0:54:40The one after that will be the 10:36, sir.
0:54:40 > 0:54:42- Fine. I'm obliged. - Thank you very much.
0:54:42 > 0:54:47Enjoy yourselves. It's lovely, isn't it? I could stay here all day.
0:54:49 > 0:54:52- That's nice, isn't it, Steve? - Yeah, very nice.
0:54:52 > 0:54:55Do you get many people that are positive about it?
0:54:55 > 0:54:59Oh, yeah, they like it. But they want to try working in it.
0:55:00 > 0:55:02Number 6, please.
0:55:02 > 0:55:05The acoustics are terrible.
0:55:09 > 0:55:12Ooh! Number 6, please.
0:55:14 > 0:55:16No-one's coming.
0:55:17 > 0:55:20I don't want to shout, otherwise I'll deafen you.
0:55:21 > 0:55:23Go ahead and shout, I don't mind.
0:55:23 > 0:55:25Number 6, please.
0:55:30 > 0:55:336. Here.
0:55:33 > 0:55:36- Joe.- Yes, sir? - How are you mate?- Not bad, sir.
0:55:36 > 0:55:39You've got warm hands. Warm hands, kind heart.
0:55:39 > 0:55:41Thank you, sir. How's your day?
0:55:41 > 0:55:43He's one my best men, he's fantastic.
0:55:43 > 0:55:46Absolutely brilliant. An example of what we're looking for.
0:55:46 > 0:55:50- Thank you very much.- Shame you can't get your badge up the right way.
0:55:50 > 0:55:52Oh, thank you very much.
0:55:52 > 0:55:54- Joe, are you happy? - Very much.
0:55:54 > 0:55:58There you go, everyone's happy. Smiling faces. Everyone's happy.
0:55:58 > 0:56:01- Aren't you happy, Julia? - Very happy.
0:56:01 > 0:56:05There you are. Everyone's happy. Is everybody happy? Everyone's happy.
0:56:05 > 0:56:09- Look at that gentleman, everyone's happy.- It's infinitely better.
0:56:09 > 0:56:13What a lovely concourse. Fantastic, isn't it? What a lovely concourse.
0:56:13 > 0:56:15I'm waiting for the York train.
0:56:15 > 0:56:17It used to be matter of standing in a huge queue.
0:56:17 > 0:56:19Yeah, all cramped up like that.
0:56:19 > 0:56:23You can sit up there, have something to eat. Stand around in comfort.
0:56:23 > 0:56:25- It's wonderful. - Thank you.
0:56:25 > 0:56:28- It's progress. - There you go, progress.
0:56:28 > 0:56:34"We are sorry to announce that the 16:33 East Coast service to Leeds
0:56:34 > 0:56:38has been cancelled. We apologise for the inconvenience caused."
0:56:56 > 0:56:59I'll miss my friends, I will miss my work.
0:56:59 > 0:57:01I can't say that I won't miss them.
0:57:01 > 0:57:03I will be seeing them now and then.
0:57:03 > 0:57:06I will be inviting them, I will be having parties.
0:57:06 > 0:57:11Already applied for a couple of voluntary jobs.
0:57:11 > 0:57:14helping old people in their house and homes and everything.
0:57:14 > 0:57:17I've got a few contacts. I don't want any money.
0:57:17 > 0:57:21Just a few hours in the evening, you know, to kill time with them.
0:57:23 > 0:57:25A very quiet area here.
0:57:25 > 0:57:28It's very quiet, isn't it?
0:57:28 > 0:57:31It's very different to King's Cross.
0:57:31 > 0:57:34Yeah, yeah, it is. It's very different to London.
0:57:37 > 0:57:40# Please put your tickets through the gate
0:57:40 > 0:57:43# The do-run-run-run, the do-run-run
0:57:43 > 0:57:45# Because if you don't then you will be late
0:57:45 > 0:57:48# The do-run-run-run, the do-run-run
0:57:48 > 0:57:53# If you miss your train you might have to buy your ticket again
0:57:53 > 0:57:56# It takes a long time and it's a lot of pain
0:57:56 > 0:57:59# So do-run-run-run, please do-run-run
0:57:59 > 0:58:04# So long, see you soon, tootle-loo, here we go #