0:00:03 > 0:00:05Britain's railway...
0:00:05 > 0:00:07'We are sorry to announce...'
0:00:07 > 0:00:09..the oldest and one of the busiest in the world.
0:00:09 > 0:00:10Thank you.
0:00:10 > 0:00:12Just slow down. Slow down.
0:00:12 > 0:00:16Surely this is illegal to be packed in like this.
0:00:16 > 0:00:20A huge network under constant pressure.
0:00:20 > 0:00:23Absolutely mental today.
0:00:23 > 0:00:24- No driver.- No driver?
0:00:24 > 0:00:27Come on, guys, look for the driver and guard.
0:00:27 > 0:00:30Where anything and everything...
0:00:30 > 0:00:31Start on it, son.
0:00:31 > 0:00:34..can mean delay and chaos for thousands.
0:00:34 > 0:00:36Backs against the wall.
0:00:36 > 0:00:38He's got a suicidal female on board.
0:00:38 > 0:00:42Train now 90 late, owing to hitting a pheasant.
0:00:42 > 0:00:44I've heard everything now.
0:00:44 > 0:00:47Filmed over a year across the nation...
0:00:47 > 0:00:50- You're in that one, fella.- That one? - There's a seat next to the banana.
0:00:50 > 0:00:52We go behind the scenes of an industry
0:00:52 > 0:00:54we all love to complain about.
0:00:54 > 0:00:55Do you want a hand?
0:00:55 > 0:00:58So oh, no, that's £323.50.
0:00:59 > 0:01:01Oi!
0:01:02 > 0:01:06With the railway people determined to keep Britain moving.
0:01:06 > 0:01:08To infinity and beyond.
0:01:08 > 0:01:10In to battle.
0:01:21 > 0:01:23Can I renew my monthly pass, please?
0:01:27 > 0:01:29December at Reading Station.
0:01:32 > 0:01:35It's Monday morning rush hour.
0:01:36 > 0:01:4040 miles west of the capital, this is the hub of
0:01:40 > 0:01:43the Thames Valley commuter belt, connecting Oxfordshire
0:01:43 > 0:01:46and Berkshire in to London, Paddington.
0:01:46 > 0:01:49'Unfortunately, after the one that's just landing now at number eight,
0:01:49 > 0:01:52'the one behind it has been reported as leaving Newbury
0:01:52 > 0:01:54'absolutely rammed.
0:01:54 > 0:01:57'You might have a problem trying to squeeze them all on this one.'
0:01:57 > 0:02:00It's full and standing...
0:02:00 > 0:02:02That's delivering shareholder value.
0:02:04 > 0:02:06Why would you want to do this every day?
0:02:06 > 0:02:08WHISTLE BLOWS
0:02:08 > 0:02:11More than 400 trains and 15,000 passengers
0:02:11 > 0:02:13pass through here every morning.
0:02:13 > 0:02:15PHONE RINGS
0:02:15 > 0:02:18Station control, Reading. Wheelchair user.
0:02:18 > 0:02:21The station's control room is run by Phil and Mark.
0:02:21 > 0:02:24Passengers with off-peak tickets travelling in to London,
0:02:24 > 0:02:27your tickets are not valid on this service.
0:02:27 > 0:02:31Your voice is much more photogenic than mine.
0:02:31 > 0:02:34Phil's probably about the best one we've got.
0:02:34 > 0:02:37Very clear and he's pretty darn pro-active.
0:02:38 > 0:02:42Sometimes they get a bit frustrated with us when trains are late
0:02:42 > 0:02:45or disrupted, but we do our best to keep them moving.
0:02:45 > 0:02:48Shall I do another pro-active announcement?
0:02:48 > 0:02:52'Please use all available doors when boarding the train on platform five,
0:02:52 > 0:02:55'and move well down inside the coaches once boarded.'
0:02:57 > 0:02:59They'll stand next to a door and that's it, all go in one door.
0:02:59 > 0:03:01The door to Narnia.
0:03:04 > 0:03:08Ensuring the trains leave Reading on time is the job of
0:03:08 > 0:03:10dispatch staff like Angie Allen.
0:03:10 > 0:03:12- I'll see you later. - All right. Bye.
0:03:12 > 0:03:13I've got on my thermals today.
0:03:13 > 0:03:15- Have you? - Because I was freezing yesterday.
0:03:15 > 0:03:17But it's been a lovely night.
0:03:17 > 0:03:20It's not been raining and it's not been belting down yet,
0:03:20 > 0:03:23so even better.
0:03:23 > 0:03:26Stand back, please, let everyone off. Stand back.
0:03:26 > 0:03:29Move in, please, move right down the carriage.
0:03:29 > 0:03:31You've got a million and one things to remember.
0:03:31 > 0:03:34You've got all the times of trains, you've got all the trains,
0:03:34 > 0:03:36where they're going, all the connections.
0:03:36 > 0:03:38It's absolutely full. If you want to move up that way, please.
0:03:38 > 0:03:40Making sure people are safe on a train,
0:03:40 > 0:03:43making sure the trains aren't over-crowded.
0:03:43 > 0:03:47Totally full. Sorry. Sorry. Sorry.
0:03:47 > 0:03:51Sorry, you need to stand back, sir. It's completely full.
0:03:51 > 0:03:52It keeps you fit, that.
0:03:54 > 0:03:56Before she came to the railways, mother of five, Angie,
0:03:56 > 0:03:59worked as a care assistant in a hospital.
0:03:59 > 0:04:03Hospitals are quite manic, but we don't deal with as many people
0:04:03 > 0:04:06in a hospital per day as what I do on a train station.
0:04:06 > 0:04:08There's spaces here if you want to go in here.
0:04:08 > 0:04:10So you've got a big responsibility on your shoulders.
0:04:10 > 0:04:13And I think if people would understand it,
0:04:13 > 0:04:15they'd be a wee bit more lenient.
0:04:15 > 0:04:17What's the first one to Paddington?
0:04:17 > 0:04:20- Paddington, that'll be the 8.14. - 8.14?- Yeah.
0:04:20 > 0:04:22Is it going to be on time?
0:04:22 > 0:04:25- Hopefully, fingers crossed, yeah. - I wouldn't have thought so.
0:04:25 > 0:04:26OK. Thank you.
0:04:26 > 0:04:30They don't realise that I've got a life beyond railway.
0:04:30 > 0:04:32It's full, it's full here.
0:04:32 > 0:04:35I go home, I cook, I clean, I'm like any other mother.
0:04:35 > 0:04:36WHISTLE BLOWS
0:04:36 > 0:04:38It's a job, just like their job.
0:04:38 > 0:04:40They go in to an office every single day,
0:04:40 > 0:04:42and you get lawyers, you get doctors.
0:04:42 > 0:04:44We're here, we keep the trains going.
0:04:47 > 0:04:51Just one small problem on this congested route
0:04:51 > 0:04:53can cause big delays.
0:04:53 > 0:04:56Incident response staff are on constant alert.
0:04:58 > 0:05:0125-year-old economics graduate, Ben Rudkin,
0:05:01 > 0:05:05shunned a career in the corporate world to work on the railways.
0:05:07 > 0:05:10This morning he's track-side in Berkshire.
0:05:16 > 0:05:19Trains on the lines closest to us, which is the mainlines,
0:05:19 > 0:05:22are travelling at anything up to 125mph.
0:05:25 > 0:05:28Incredibly dangerous place for people to be.
0:05:28 > 0:05:32I haven't seen it yet, but it's supposed to be...
0:05:34 > 0:05:36Do you know what, I can see it from here.
0:05:36 > 0:05:40Half an hour ago, a driver reported seeing a dead dog on the line.
0:05:40 > 0:05:43OK, yeah, no worries. Well, look, I'm...what I'll do is,
0:05:43 > 0:05:46I'll wait for one to go past each way, shall I?
0:05:46 > 0:05:49And signallers have told Ben he has just two minutes to retrieve it
0:05:49 > 0:05:51before the next train passes through.
0:05:57 > 0:05:59Ben will return the dog to its owners.
0:06:01 > 0:06:05Right. I really hope the dog is that big.
0:06:09 > 0:06:11Cool.
0:06:12 > 0:06:13Do you have any identifying marks?
0:06:15 > 0:06:18Ronnie. It's got a phone number on.
0:06:27 > 0:06:29Hi, there.
0:06:29 > 0:06:32I'm afraid I have what is probably some quite sad news, but...
0:06:34 > 0:06:39Yeah, I'm afraid I've found...yeah, I've located Ronnie,
0:06:39 > 0:06:42who sadly sort of was deceased on the railway line.
0:06:44 > 0:06:50No, you know, she...he or she is in...she's in quite...
0:06:50 > 0:06:54You know, she's in quite a good state, so if you'd like Ronnie back.
0:06:54 > 0:06:57The guy was...no, the guy thanked me and things for ringing,
0:06:57 > 0:06:59but he did sound...
0:06:59 > 0:07:03I think they sound like obviously Ronnie was definitely a loving pet.
0:07:18 > 0:07:21Platform 13, if you're quick. Change at Slough.
0:07:21 > 0:07:24But you have to be quick, you've only got a couple of minutes.
0:07:24 > 0:07:28London Paddington is the gateway not only to the Thames Valley,
0:07:28 > 0:07:31but to Wales, the West Country and Heathrow Airport.
0:07:34 > 0:07:38You can't stand there, it is too dangerous for kids.
0:07:38 > 0:07:43Excuse me, excuse me, can you find somewhere for nine of us to go?
0:07:43 > 0:07:46- Sorry? - There's nine of us stood there.
0:07:46 > 0:07:48Leave your luggage. You and the little two go down to C,
0:07:48 > 0:07:51there's two seats for a disabled person.
0:07:57 > 0:08:01Surely this is illegal to be packed in like this.
0:08:01 > 0:08:05So if you wanted me to rate this train, it would be zilch.
0:08:05 > 0:08:08It reminds me of the train abroad, that's what it reminds me of,
0:08:08 > 0:08:10in the poor countries.
0:08:18 > 0:08:20Hi, is that Ron Newman?
0:08:20 > 0:08:23Hello, good afternoon, I'm calling from Lost Property
0:08:23 > 0:08:25at London Paddington, concerning your laptop computer.
0:08:25 > 0:08:27If you want to just come to Paddington
0:08:27 > 0:08:30and when you get here just pop in and come and see us.
0:08:30 > 0:08:31My name's Hayley.
0:08:31 > 0:08:34In the run-up to Christmas, thousands of passengers' belongings
0:08:34 > 0:08:37find their way to Paddington's Lost Property Office.
0:08:37 > 0:08:38Yeah, OK. My name's Hayley.
0:08:38 > 0:08:41I'll just jot it down at the back for you.
0:08:41 > 0:08:43This is where all the magic happens.
0:08:43 > 0:08:48We get from pushchairs to skateboards to rollerblades,
0:08:48 > 0:08:51to three suitcases at a time sometimes.
0:08:51 > 0:08:52A family have got off
0:08:52 > 0:08:54and left everything on there.
0:08:54 > 0:08:58So somebody left their pedal bike and their little trailer thing
0:08:58 > 0:09:03on the train, and I don't know how you forget something like that.
0:09:03 > 0:09:08I mean, we've come across a few things that are not very nice.
0:09:08 > 0:09:11I don't even want to say it, a pooey pair of pants.
0:09:13 > 0:09:16Seriously, I am so sorry, but, yeah, that's true.
0:09:16 > 0:09:18- I'm the person you spoke to... - Yes, that's right.
0:09:18 > 0:09:21..who's had a heart problem, and left my laptop on the train.
0:09:21 > 0:09:24- OK. As far at the moment it hasn't come in.- Right.
0:09:24 > 0:09:27Now the best thing for you to do is,
0:09:27 > 0:09:29- if you head down here to the gate lines...- Yes.
0:09:29 > 0:09:31..if you see, there's a lovely lady there,
0:09:31 > 0:09:33- First Great Western member of staff. - Right.
0:09:33 > 0:09:36Just get her to either radio through to a manager or to get
0:09:36 > 0:09:39someone to come over and see you and see what they can do for you.
0:09:39 > 0:09:42More than likely, they can let someone on that train know now.
0:09:42 > 0:09:45- OK, thank you very much, indeed. - OK, I've got your number anyway,
0:09:45 > 0:09:47so if I get any information, I'll call you.
0:09:47 > 0:09:49- Right you are. Thank you.- OK.
0:09:49 > 0:09:51Some of these bags they have people's lives in them.
0:09:51 > 0:09:55For you, you don't understand what the sentimental value is for it.
0:09:55 > 0:09:59Sometimes it can be like, you know, their grandma or their parents
0:09:59 > 0:10:03or somebody that's bought it for them that is no longer with them.
0:10:03 > 0:10:06We get loads of bags with just loads of wrapped up gifts.
0:10:06 > 0:10:09It is nice to be able to reunite the people with the stuff, especially
0:10:09 > 0:10:12at Christmas time, you know, not everyone's got a lot of money.
0:10:12 > 0:10:14You go out spending
0:10:14 > 0:10:17and losing stuff like that on the train it does kind of...
0:10:17 > 0:10:18You know, it's difficult.
0:10:18 > 0:10:21Actually, I spoke to the owner today about that item,
0:10:21 > 0:10:23so they're going to head down, I think it's tomorrow
0:10:23 > 0:10:26about lunchtime, and come and collect it, so that'll be nice.
0:10:26 > 0:10:27So I'm going to reunite them
0:10:27 > 0:10:30with their Christmas presents before Christmas.
0:10:30 > 0:10:33We got on it at Swindon. 14:41.
0:10:38 > 0:10:40A member of staff has found Mr Newman's laptop
0:10:40 > 0:10:43and returned it to Lost Property.
0:10:43 > 0:10:45We've got it.
0:10:45 > 0:10:47Right, OK.
0:10:47 > 0:10:49We're at Paddington, it's been found,
0:10:49 > 0:10:52they found it on the train, the train was still here.
0:10:52 > 0:10:55As at other major stations, Lost Property is
0:10:55 > 0:10:58operated by an outside commercial company.
0:10:58 > 0:11:01There's a charge for every item that comes through the office.
0:11:01 > 0:11:02He should be charged.
0:11:02 > 0:11:07I mean it's only been in ten minutes,
0:11:07 > 0:11:09it hasn't been put through the system,
0:11:09 > 0:11:11and he is an elderly man, it is Christmas.
0:11:11 > 0:11:14So I'm going to take the decision, I hope,
0:11:14 > 0:11:17to release the bag to him without a charge, bless him.
0:11:17 > 0:11:20I'm going to charge him £5 for the bag,
0:11:20 > 0:11:22and not £20 for the laptop computer.
0:11:22 > 0:11:23Brilliant news.
0:11:23 > 0:11:26So if you want to just check the contents is all there.
0:11:26 > 0:11:28It looks fine to me.
0:11:28 > 0:11:30- OK. There is a collection fee. - That's fine.
0:11:30 > 0:11:33Usually it would be £20 for a laptop computer,
0:11:33 > 0:11:36but it's only £5 for a bag. So it'll just be £5 today.
0:11:36 > 0:11:39Right, I haven't got the money. Can I give you a card?
0:11:39 > 0:11:41Yes, of course you can, yeah.
0:11:41 > 0:11:44How's about that? Luckiest man alive.
0:11:46 > 0:11:48Somebody else could have walked off with that.
0:11:48 > 0:11:49- That's your two receipts.- Thank you.
0:11:49 > 0:11:52- And that's everything. You're welcome.- Thank you very much.
0:11:52 > 0:11:53Have a lovely Christmas.
0:11:53 > 0:11:56- Have a nice Christmas yourself. - OK. Bye.- Thank you.
0:11:57 > 0:11:58We get a lot of different property,
0:11:58 > 0:12:00we get a lot of different people, so it's nice.
0:12:00 > 0:12:03We're always dealing with customers and members of the public,
0:12:03 > 0:12:06- so no, pretty cool day we have here. - SHE LAUGHS
0:12:11 > 0:12:13The commuter belt between Reading and London
0:12:13 > 0:12:16has some of the busiest trains in the country.
0:12:16 > 0:12:2050 million passengers use the route every year.
0:12:20 > 0:12:23Can I have one bacon and tomato toastie. One cheese
0:12:23 > 0:12:26and onion toastie. One cheese and bacon omelette with toast.
0:12:26 > 0:12:28- We've only got white. - Yeah, that's fine.
0:12:28 > 0:12:30Thank you, that's fine, thanks, babe.
0:12:30 > 0:12:35Tonight, the 20:15 out of Paddington has 500 people on board.
0:12:35 > 0:12:39Anything else? 7.65, please.
0:12:39 > 0:12:42- So we've got a cheese and onion and cheese and tomato?- Yes, please.
0:12:42 > 0:12:46- Oh, thanks, babe. Big smiles. - Excuse me, I'm coming through.
0:12:46 > 0:12:50Buffet staff, Lisa and Karen, look after the catering for
0:12:50 > 0:12:52First and Standard class.
0:12:52 > 0:12:53Omelette?
0:12:53 > 0:12:55Up and down, up and down.
0:12:55 > 0:12:57But it's good, because we work together
0:12:57 > 0:12:59so often we're like left and right hand.
0:13:01 > 0:13:03- Wherever she goes, there's chaos. - Just look at it.
0:13:06 > 0:13:08Constantly cleaning up after her.
0:13:08 > 0:13:09Oh, mummy's off.
0:13:09 > 0:13:11No-one else knows where anything is.
0:13:11 > 0:13:14I've tried, I've worked with her for months and I've tried to clean,
0:13:14 > 0:13:16but she won't let me, will you?
0:13:16 > 0:13:19She's got OCD. My boyfriend Gary, he's got OCD.
0:13:19 > 0:13:22So I come in to work and I've got to be like this in work and at home.
0:13:22 > 0:13:25It's like, "Oh, help me, help me."
0:13:25 > 0:13:26Here you are, darling.
0:13:27 > 0:13:31Mind, it's hot, you enjoy, don't burn yourself.
0:13:31 > 0:13:34People don't realise that when we say it's freshly made,
0:13:34 > 0:13:35it's freshly made.
0:13:35 > 0:13:38I think they just think it's bunged in a microwave, you know.
0:13:38 > 0:13:42Scrambled eggs, a tiny, tiny little bit of milk, a tiny bit of butter.
0:13:44 > 0:13:46SHE SINGS
0:13:46 > 0:13:49Anything else? 3.85, please.
0:13:49 > 0:13:52I am not Delia Smith. I am just a chef.
0:13:54 > 0:13:56I'm the same age as Nigella.
0:13:56 > 0:13:58I wish I had her money and her cooking ability.
0:13:59 > 0:14:03There you are. Not bad for train food, is it?
0:14:03 > 0:14:07It's taken me three minutes. Lisa, baby.
0:14:07 > 0:14:09Oh, thank you, hon.
0:14:11 > 0:14:13Oh, my God, Lisa, there's hundreds getting on.
0:14:13 > 0:14:16It is. Full and standing right through.
0:14:16 > 0:14:20Bacon and tomato on brown, Lis. Bacon and tomato on brown.
0:14:20 > 0:14:22You've got bacon and cheese coming now.
0:14:22 > 0:14:23OK, thank you.
0:14:23 > 0:14:25We might be running out of cheese.
0:14:25 > 0:14:28Sausage baguette and cheese and tomato toastie on white, please.
0:14:28 > 0:14:29Thank you.
0:14:29 > 0:14:32I'm going to ring somebody in stores now to see if they can get me
0:14:32 > 0:14:34some more on board.
0:14:34 > 0:14:36That's 4.35, please.
0:14:36 > 0:14:39Joe, it's chaos. You haven't got any cheese there, have you?
0:14:41 > 0:14:43Is there a Tesco or something?
0:14:43 > 0:14:46If you get it, I'll give you the money and I'll claim it back.
0:14:46 > 0:14:48Anything else?
0:14:48 > 0:14:50I've done lots of jobs.
0:14:50 > 0:14:53I've been in night-clubs, bars, hotels.
0:14:53 > 0:14:57This time of night, the similarities are very much the same.
0:14:57 > 0:15:01I deal with drunk men, drunk women. Hi, babe.
0:15:01 > 0:15:03A can of Guinness, please.
0:15:03 > 0:15:06Fights, you name it, we have it on the 20:15. Anything else?
0:15:06 > 0:15:09- 3.40, please, babe.- How much?!
0:15:09 > 0:15:13- Don't start.- BLEEP - Don't swear. Ooh.
0:15:14 > 0:15:16Did he swear at you, babe?
0:15:16 > 0:15:19Didn't swear at me. He wouldn't dare.
0:15:19 > 0:15:21She's quite fit, verbally fit.
0:15:21 > 0:15:26I've seen her reduce grown men to tears, and we've loved it.
0:15:26 > 0:15:28SHE LAUGHS
0:15:28 > 0:15:31Thanks, babe, lovely. These are absolutely fabulous.
0:15:31 > 0:15:35Oh, what a darling. We've got cheese.
0:15:35 > 0:15:37Thank you. Anything else?
0:15:37 > 0:15:40That's 5.30, please.
0:15:40 > 0:15:41Thank you.
0:15:49 > 0:15:51- Hooray, finished.- Hooray.
0:15:51 > 0:15:54We need another drink. You could open the bar, couldn't you?
0:15:54 > 0:15:56HE LAUGHS
0:16:08 > 0:16:10No, no, no, this is a very sensible plan.
0:16:10 > 0:16:13We're pleased that we've been able to reach agreement with
0:16:13 > 0:16:14the Department for Transport.
0:16:14 > 0:16:17I think our customers will see the difference.
0:16:17 > 0:16:21Unchanged since it was last expanded 25 years ago, Reading Station
0:16:21 > 0:16:25lies at the heart of the Thames Valley's congestion problem.
0:16:26 > 0:16:28But relief is on its way.
0:16:28 > 0:16:32All the new platform changes as well.
0:16:32 > 0:16:36To reduce disruption and make room for more trains,
0:16:36 > 0:16:39Network Rail has begun a massive ten-year upgrade.
0:16:39 > 0:16:45£900 million is being spent on new lines, platforms and signal systems.
0:16:46 > 0:16:49Over Christmas, the railways will shut down to allow
0:16:49 > 0:16:52some of the most ambitious work yet.
0:16:54 > 0:16:57The schedule is on the next slide here, a lot of work at Reading.
0:16:57 > 0:17:01New 12-car platform, new train detection in the station platform.
0:17:01 > 0:17:06Programme Director, Robbie Burns, has to make sure it's done on time.
0:17:06 > 0:17:09These platforms are going to be worked on at Christmas,
0:17:09 > 0:17:12and then a key bridge, over to the west of Reading,
0:17:12 > 0:17:15is going to be slid in to place over a period of about 94 hours.
0:17:15 > 0:17:19So that's kind of high risk, and unless we do that in the time
0:17:19 > 0:17:21we've got we're going to have a queue of trains
0:17:21 > 0:17:25coming from Southampton waiting to use that bit of railway.
0:17:25 > 0:17:27And we have one slight glitch.
0:17:27 > 0:17:30Rightly, the public is unimpressed,
0:17:30 > 0:17:34and the Department for Transport is unimpressed.
0:17:36 > 0:17:40Just maintaining the old railway in this part of the world
0:17:40 > 0:17:41is a full-time job.
0:17:41 > 0:17:43Five minutes.
0:17:43 > 0:17:48Funded by both the government and train companies, Network Rail
0:17:48 > 0:17:51is responsible for keeping every inch of track up and running.
0:17:51 > 0:17:56And their engineers have to work around a nonstop train timetable.
0:18:00 > 0:18:01Everyone stand clear.
0:18:01 > 0:18:02TRAIN HORN BLOWS
0:18:02 > 0:18:04A lot of times...
0:18:07 > 0:18:10..passengers are sat on that train watching us thinking -
0:18:10 > 0:18:11what are we doing?
0:18:13 > 0:18:16We can't obviously work while their trains are running over us.
0:18:23 > 0:18:25The train must be there in another 30 minutes.
0:18:25 > 0:18:26Or there's a bus to Gatwick.
0:18:28 > 0:18:30But as Christmas shoppers and football fans
0:18:30 > 0:18:33make their way home on Saturday afternoon,
0:18:33 > 0:18:37the 24/7 railway has come to a halt one mile outside Reading Station.
0:18:38 > 0:18:41Mate, this is...this is a...
0:18:41 > 0:18:43Julian, this is a bloody circus, mate.
0:18:43 > 0:18:46Someone needs to take control of it.
0:18:46 > 0:18:51The wheels of a freight train have cut through vital track cables.
0:18:51 > 0:18:56As a result, Route Control in Swindon are unable to monitor
0:18:56 > 0:18:59the position of trains or control signals.
0:18:59 > 0:19:02Have the techs given an ETA on how long they'll be?
0:19:02 > 0:19:04Until the problem's solved,
0:19:04 > 0:19:07trains are running at just 5mph.
0:19:11 > 0:19:15Engineers have been instructed to wait for rail investigators
0:19:15 > 0:19:19to arrive before repairing the cables.
0:19:19 > 0:19:23After three hours, track technician, Mark Kislingbury,
0:19:23 > 0:19:26is told that the investigators won't be coming after all.
0:19:26 > 0:19:29I'm on site, of course I'm on bloody site.
0:19:29 > 0:19:33Thank you very much. Cheers. Bye. "Are you on site?"
0:19:34 > 0:19:362.5 hours ago I could have done it in perfect daylight.
0:19:36 > 0:19:392.5 hours ago we could have cured this in 20 minutes.
0:19:39 > 0:19:41It's all the arguing amongst themselves.
0:19:41 > 0:19:43It's weird. I just don't understand it.
0:19:43 > 0:19:45Nige, can we get this lead off.
0:19:45 > 0:19:48Well, we've had a train come off.
0:19:48 > 0:19:51You've got two feeds that go to one rail,
0:19:51 > 0:19:54two feeds go to the other rail.
0:19:54 > 0:19:57He's managed to cut the same cables going to the same rail.
0:19:59 > 0:20:03Miraculous. Just done untold damage.
0:20:03 > 0:20:05The train has just gone past,
0:20:05 > 0:20:09sat there for three hours waiting to be safe enough to go across.
0:20:10 > 0:20:13All we've got to do now is cut out this damaged section
0:20:13 > 0:20:16and replace it with a new one.
0:20:16 > 0:20:18Hopefully.
0:20:22 > 0:20:25As a further result of the signals problems, Network Rail will be
0:20:25 > 0:20:29fined up to £200 per minute by the train operating companies.
0:20:32 > 0:20:34Go on to the front of the carriage.
0:20:34 > 0:20:36Keep going, there's no more room up here.
0:20:36 > 0:20:40And until Mark fixes the fault, most of the 2,000 passengers
0:20:40 > 0:20:43at Reading Station will be going nowhere.
0:20:43 > 0:20:44Right, keep going up the train.
0:20:44 > 0:20:46Busy.
0:20:47 > 0:20:49Where are we going?
0:20:49 > 0:20:51It'll take me an hour to get home.
0:20:51 > 0:20:53Why are you doing this? But it's not right.
0:20:53 > 0:20:55I know, madam, it's not down to me.
0:20:55 > 0:20:57It will take me an hour and a half to get home.
0:20:57 > 0:21:01- Yeah. It's not my fault.- Yeah, I know, but why did they do that?
0:21:01 > 0:21:05It's not fair on the passengers, it's not fair on the staff.
0:21:05 > 0:21:07He's saying he's not taking anybody else.
0:21:07 > 0:21:09It's going to Didcot and there's a bus.
0:21:09 > 0:21:13You just have to let things ride over the top of your head,
0:21:13 > 0:21:16otherwise you'd just end up giving in.
0:21:17 > 0:21:20- It's just chaos, isn't it? - Yeah, where do you need to get to?
0:21:20 > 0:21:22Bas..to Southampton.
0:21:22 > 0:21:25Southampton. Yeah, you need platform two, down and around the corner.
0:21:25 > 0:21:28- Platform two? - Platform two. Change at Basingstoke.
0:21:28 > 0:21:33Oh, no, I've just changed. I'm handicapped.
0:21:33 > 0:21:35The trains running to Manchester have been cancelled.
0:21:35 > 0:21:38I suggest you to go to Oxford and then catch a train onwards.
0:21:38 > 0:21:41- Oxford? Which train to Oxford? - We're running buses to Oxford.
0:21:41 > 0:21:43PHONE RINGS
0:21:43 > 0:21:45All right, Paul.
0:21:45 > 0:21:47Mate, you have to be quick, mate.
0:21:48 > 0:21:51I'm on it now, mate. Yeah, as we speak.
0:21:57 > 0:21:59Don't cross over, mate.
0:22:01 > 0:22:03No, I've got my head in here, mate.
0:22:04 > 0:22:07All right. Bye.
0:22:07 > 0:22:09HE HUMS A TUNE
0:22:09 > 0:22:13One way or the other, we have to fix it.
0:22:14 > 0:22:17What the lads are doing now is they're putting the cables back in.
0:22:17 > 0:22:20They've done the assessment on the track and hopefully we'll be back up
0:22:20 > 0:22:24and running in about maybe an hour, to get everything moving again.
0:22:24 > 0:22:26Right, that's done, so...
0:22:26 > 0:22:29- Can someone start stripping that other one down, please.- Yeah, yeah.
0:22:29 > 0:22:31I mean, the minutes are mounting.
0:22:31 > 0:22:34This has been going on since 3.00 this afternoon,
0:22:34 > 0:22:37so every minute it's hundreds of pounds really.
0:22:37 > 0:22:40And this is going to cost a lot, a lot of money.
0:22:43 > 0:22:46'The train arrived on platform seven... '
0:22:46 > 0:22:49Does everything stop in France for signalling problems?
0:22:49 > 0:22:52Does everything stop in Spain for signalling problems? No, it doesn't.
0:22:54 > 0:22:56I'm not exactly over the moon.
0:22:56 > 0:23:00And as for happy bunnies, you've got to find somebody else.
0:23:00 > 0:23:03OK, if you'd like to fill in a comments form and send it off.
0:23:03 > 0:23:07It'll be more than a bloody comment, I can assure you.
0:23:09 > 0:23:11He's done his first mend,
0:23:11 > 0:23:13is it still showing all-clear the track circuit?
0:23:16 > 0:23:19- Oscar Foxtrot is showing clear. - Hee-hee.
0:23:20 > 0:23:23OK, lovely. OK, thanks a lot. I'll speak to you soon.
0:23:23 > 0:23:28So we can now carry on and be in total confidence
0:23:28 > 0:23:31when we've finished, we'll have a good working railway.
0:23:36 > 0:23:41Five hours after the cables were cut, normal service is resumed.
0:23:47 > 0:23:50By the time they were repaired, the signal problems led
0:23:50 > 0:23:54to 90 cancelled trains, and 4,500 minutes of delay
0:23:54 > 0:24:01across the Thames Valley, costing Network Rail £200,000 in fines.
0:24:01 > 0:24:04Things are going to go wrong. These things...these are moving parts,
0:24:04 > 0:24:07they've got tonnes and tonnes of trains running over them
0:24:07 > 0:24:10at 50/40 miles per hour on the mainlines,
0:24:10 > 0:24:14120/90 miles per hour over a set of switches.
0:24:14 > 0:24:17You're going to get wear, you're going to get tear.
0:24:17 > 0:24:18They're going to fail.
0:24:19 > 0:24:23There's 24 hour cover, 365 days a year.
0:24:23 > 0:24:24We have quite a large section.
0:24:24 > 0:24:27We have a lot of assets to look after and, really and truly,
0:24:27 > 0:24:29we're really struggling.
0:24:31 > 0:24:33It puts the lads under a lot of pressure.
0:24:33 > 0:24:35And when you put people under pressure,
0:24:35 > 0:24:37and when you give them short time,
0:24:37 > 0:24:40something goes wrong or they make a mistake,
0:24:40 > 0:24:44you haven't got any time to correct it or anything like that.
0:24:44 > 0:24:46That's what we're up against.
0:24:46 > 0:24:48It's just all the time,
0:24:48 > 0:24:52a barrage of pressure, pressure, pressure, pressure.
0:25:02 > 0:25:056:00am, and in the Berkshire village of Twyford,
0:25:05 > 0:25:08station master Norman Toxan, is starting work.
0:25:08 > 0:25:14The trick with a small station is get ahead and stay ahead.
0:25:14 > 0:25:17'Doors opening.'
0:25:17 > 0:25:21Six miles down the line from the urban sprawl of Reading,
0:25:21 > 0:25:24Twyford Station connects the affluent commuters
0:25:24 > 0:25:26of Henley on Thames to the mainline in to London.
0:25:26 > 0:25:29Morning. Morning.
0:25:29 > 0:25:31A quiet village station that springs in to life
0:25:31 > 0:25:34for just two hours every morning.
0:25:36 > 0:25:40Once I've got the train clean, I like to keep it clean.
0:25:40 > 0:25:44It looks better that way. Nothing worse than a dirty train.
0:25:45 > 0:25:49Norman started work on the railways nearly 50 years ago.
0:25:49 > 0:25:51Apart from selling tickets,
0:25:51 > 0:25:54he looks after every aspect of life at Twyford by himself.
0:25:56 > 0:25:58Right, we're ready for anything now.
0:25:58 > 0:26:01We've got a broken window in the booking hall.
0:26:01 > 0:26:04Some little git smashed one of the windows.
0:26:04 > 0:26:06I like to keep it nice for the passengers.
0:26:06 > 0:26:09It's all part of your duties, especially at a small station.
0:26:09 > 0:26:12I mean, when you're on your own, you've got to do it.
0:26:12 > 0:26:15When I came on the railway, it was all sir and madam, and don't
0:26:15 > 0:26:19you dare call them anything else or they wouldn't speak to you.
0:26:19 > 0:26:22We didn't even have a public address system, you had to walk up
0:26:22 > 0:26:26and down the platform shouting out the information to the passengers.
0:26:26 > 0:26:29Wargrave, Shiplake and Henley this way.
0:26:29 > 0:26:31Wargrave, Shiplake and Henley this way.
0:26:32 > 0:26:36No? All right then. Ooh.
0:26:36 > 0:26:39It's too easy to sit in the office and do nothing.
0:26:39 > 0:26:42I like to get out and put myself around.
0:26:42 > 0:26:45Oh, and I could have retired, I could have gone in October.
0:26:45 > 0:26:50I was 65 in October, but I decided to carry on and do 50 years.
0:26:50 > 0:26:53If it had been a bad job, I would have gone.
0:26:53 > 0:26:55But no, it's a very good job.
0:26:55 > 0:26:58- Yes, sir?- Next train for Henley on Thames.- Henley?
0:26:58 > 0:27:00I mean, which platform will it be on?
0:27:00 > 0:27:049:53 the train, platform five.
0:27:04 > 0:27:08Up the stairs and over to the right. Platform five.
0:27:08 > 0:27:11Good morning, good morning. Go for it.
0:27:11 > 0:27:14- Thank you.- See you later.- Thank you.
0:27:14 > 0:27:15Mind now, toodle-oo.
0:27:15 > 0:27:18Passengers are tolerant if you treat them right.
0:27:18 > 0:27:21There's nothing worse than standing on a platform
0:27:21 > 0:27:24waiting for a train and not know what the hell is going on.
0:27:24 > 0:27:26Waiting for the 8:26, is that faster?
0:27:26 > 0:27:28If you're going to Paddington, yes.
0:27:28 > 0:27:30It gets in 19 minutes before this one.
0:27:30 > 0:27:32Station announcement, next at platform four,
0:27:32 > 0:27:36the 7:56 fast service for Maidenhead and London Paddington only.
0:27:39 > 0:27:41This is a new system.
0:27:42 > 0:27:45The old system, as soon as your took your finger off the button,
0:27:45 > 0:27:49they couldn't hear what you were talking about.
0:27:49 > 0:27:51This system, you have to remember to turn it off,
0:27:51 > 0:27:53they can hear what you're saying.
0:27:53 > 0:27:56So you have to be a little bit careful.
0:27:56 > 0:27:59I treated them last week to Precious Glory without knowing
0:27:59 > 0:28:02I was doing it, until I got outside on the platform.
0:28:02 > 0:28:04So I've got to remember to turn off.
0:28:05 > 0:28:07You don't win every day.
0:28:07 > 0:28:10I mean, there are problems and you just cannot get around, and you
0:28:10 > 0:28:14have to face that and you have to deal with it when the time comes.
0:28:14 > 0:28:18But most people know that at least I try. I don't win.
0:28:18 > 0:28:21Sometimes it's bloody disaster, but there you go.
0:28:21 > 0:28:24That's how it is, you've got to take that as it comes.
0:28:26 > 0:28:28I was just wondering, this crossing,
0:28:28 > 0:28:31how far is it off the end of the station?
0:28:31 > 0:28:32INDISTINCT RESPONSE
0:28:32 > 0:28:36I wasn't a 100% sure exactly where the crossing was.
0:28:37 > 0:28:41Ten miles away, a person's been hit and killed by a train
0:28:41 > 0:28:42on a foot crossing.
0:28:42 > 0:28:45Ben Rudkin's been called to assist.
0:28:45 > 0:28:48There's potential here that it's not a suicide,
0:28:48 > 0:28:50it might be an accident or something like that.
0:28:50 > 0:28:55So you just kind of have to mentally prepare yourself
0:28:55 > 0:28:57for what you might see.
0:29:00 > 0:29:02With all fatalities,
0:29:02 > 0:29:05a 90 minutes target is set for reopening the lines.
0:29:08 > 0:29:09There's the ambulance.
0:29:12 > 0:29:14There's the train.
0:29:14 > 0:29:16There's the people.
0:29:19 > 0:29:22Ray Thompson, Rail Incident Officer. We've had a fatality.
0:29:24 > 0:29:27The undertakers have now arrived on site.
0:29:33 > 0:29:36Ben's assisting Rail Incident Officer, Ray Thompson,
0:29:36 > 0:29:39who's in charge of getting the line reopened,
0:29:39 > 0:29:43and making sure crossing warning signs were all in place.
0:29:44 > 0:29:47Ben, can you do the crossing check for me, please?
0:29:47 > 0:29:48Yeah, yeah, yeah.
0:29:48 > 0:29:51Also, can you check for the whistle-board,
0:29:51 > 0:29:54and also take photos, Mr Law said.
0:29:54 > 0:29:56Take some photos. No worries.
0:29:56 > 0:29:58If you could do that for me now, please, I'd appreciate it.
0:29:58 > 0:29:59Yeah, no worries.
0:30:01 > 0:30:04For the British Transport Police, it's a potential crime scene
0:30:04 > 0:30:07and the area has to be thoroughly investigated
0:30:07 > 0:30:10before the train can move.
0:30:10 > 0:30:12We're trying to establish what the facts are.
0:30:12 > 0:30:17We've got a description and a bit of a statement off the train driver,
0:30:17 > 0:30:20it gives us an ideal account of what's happened.
0:30:20 > 0:30:24The line is then searched for any evidence relating to it.
0:30:24 > 0:30:27We have to think of the, you know, the dignity of the deceased.
0:30:27 > 0:30:31However, it costs a lot of money to keep the line closed.
0:30:33 > 0:30:35Did any of those on the train see it or not?
0:30:35 > 0:30:37I don't know. I don't know. There was...
0:30:37 > 0:30:39It's not really our job, is it?
0:30:39 > 0:30:44There was young students and there was a mother with kids in a pram.
0:30:44 > 0:30:46Whether they saw it, I don't know.
0:30:46 > 0:30:48Where's the driver, is he this end, other end?
0:30:48 > 0:30:50- The driver is in his own end. - What's the train like?
0:30:50 > 0:30:53Train's OK. A wee bit in the front, and a wee bit of damage.
0:30:53 > 0:30:55OK, well, I need to have a look at that and decide
0:30:55 > 0:30:59whether it goes in to station service.
0:30:59 > 0:31:03Obviously, the driver's just watched someone die underneath his train,
0:31:03 > 0:31:05and he's seen that from an absolute...
0:31:05 > 0:31:07Absolute in the driving seat.
0:31:07 > 0:31:10A lot of the time the driver won't be comfortable taking it forward,
0:31:10 > 0:31:13and absolutely that's to be expected.
0:31:16 > 0:31:17Is it open?
0:31:17 > 0:31:19Yeah, yeah, it's open.
0:31:24 > 0:31:27There you go, the crossing's open again.
0:31:27 > 0:31:28Back open for business.
0:31:30 > 0:31:33It's thought this was a tragic accident.
0:31:33 > 0:31:36It's Ben's fourth fatality in just five months
0:31:36 > 0:31:38of working on the tracks.
0:31:40 > 0:31:44I've never done anything close to this sort of responsibility
0:31:44 > 0:31:46and it's absolutely a new experience.
0:31:46 > 0:31:49I suppose things like this do stay with you and you do remember
0:31:49 > 0:31:53things, but nothing that troubles me or causes me to lose any sleep.
0:31:53 > 0:31:57- See you later.- OK, cheers. Thank you, Ben.
0:31:57 > 0:31:59If you were constantly thinking about things like that,
0:31:59 > 0:32:01I don't think you'd be able to do the job.
0:32:01 > 0:32:03Perhaps for me,
0:32:03 > 0:32:06it's my kind of youthful enthusiasm that gets me through it.
0:32:06 > 0:32:09That's it. Away you go.
0:32:09 > 0:32:13There are 300 deaths on the railway every year.
0:32:13 > 0:32:16Around 80% are suicides.
0:32:16 > 0:32:19Of the three I've attended here,
0:32:19 > 0:32:23the first one was a 16-year-old with drink and drugs.
0:32:24 > 0:32:29The second one I dealt with, I think the chap had mental problems,
0:32:29 > 0:32:31and the third had murdered his wife.
0:32:31 > 0:32:33So...
0:32:38 > 0:32:41When you ask people, when you ask someone,
0:32:41 > 0:32:43"Well, what's the problem? Come on, sit down, tell me."
0:32:43 > 0:32:47You're never quite sure what they are going to tell you.
0:32:47 > 0:32:49You can't walk away, you've got to deal with them.
0:32:49 > 0:32:52If anything happens to them, you've got to live with the thought that
0:32:52 > 0:32:55maybe you just could have done something,
0:32:55 > 0:32:57you just could have said something.
0:33:05 > 0:33:09Christmas Eve and in a few hours the railways will be closed,
0:33:09 > 0:33:12and the upgrade work around Reading Station will begin.
0:33:21 > 0:33:22Hello. Control.
0:33:22 > 0:33:24OK, the 11:29 arrival...
0:33:24 > 0:33:27But first, tens of thousands of passengers are making
0:33:27 > 0:33:31their festive get-away from London's Paddington Station.
0:33:31 > 0:33:34We've got two drivers going out to number five now.
0:33:34 > 0:33:38Station Control will have to manage 500 trains and relay information
0:33:38 > 0:33:42to 150,000 passengers and staff during the Christmas rush.
0:33:42 > 0:33:44Make sure it's locked up, please,
0:33:44 > 0:33:47so we can allow passengers to board safely.
0:33:50 > 0:33:54Can you move further down? There's still people trying to get on.
0:33:54 > 0:33:57- Have you got a reserved seat? - No.- Good luck.
0:33:57 > 0:33:59WHISTLE BLOWS
0:33:59 > 0:34:01Base to Alpha 6SE.
0:34:01 > 0:34:02'Receiving.'
0:34:02 > 0:34:05It turns out someone's been left behind at the
0:34:05 > 0:34:06First Class lounge for the 12:06.
0:34:06 > 0:34:08'Received.'
0:34:09 > 0:34:14Hello there. Is that where you want us to hold on everything?
0:34:14 > 0:34:18I'll stop all movement out the station then on the down.
0:34:18 > 0:34:20Everything, no movement, please, at the moment.
0:34:20 > 0:34:21Can you stop all...?
0:34:21 > 0:34:25Nothing to depart until we get clarification of this incident.
0:34:25 > 0:34:26Right...
0:34:26 > 0:34:30Every service has to stand at Paddington Station
0:34:30 > 0:34:32until further notice.
0:34:32 > 0:34:36It's 11:00am, and at a critical junction en route in to
0:34:36 > 0:34:40Paddington a driver has reported striking an object.
0:34:40 > 0:34:43All lines have been stopped until they can establish
0:34:43 > 0:34:44what the train hit.
0:34:44 > 0:34:49This train here is at a stand just to the west of Haye Station.
0:34:49 > 0:34:52And at the moment, that's a Heathrow Express at that red signal,
0:34:52 > 0:34:56and that's a Swansea to Paddington at that red signal.
0:34:56 > 0:34:59So at the moment we're...until that actually moves,
0:34:59 > 0:35:01neither of these two trains can move.
0:35:01 > 0:35:04So currently, the fast lines to London are blocked at the moment.
0:35:04 > 0:35:06'This service is being delayed.
0:35:06 > 0:35:08'I do apologise for the delay to this service.
0:35:08 > 0:35:11'Any passengers travelling to Oxford...'
0:35:11 > 0:35:14Are you OK there, Wayne, you're all good?
0:35:14 > 0:35:15I'm loving it.
0:35:15 > 0:35:17THEY ALL LAUGH
0:35:17 > 0:35:21It makes getting up at 4:30 in the morning worth it.
0:35:21 > 0:35:22HE LAUGHS
0:35:22 > 0:35:27My philosophy is always to stay cool as much as possible when you can.
0:35:27 > 0:35:32I always tell any customers out here if there's a bit of disruption,
0:35:32 > 0:35:35hang around, sit down, take it easy, have a cup of coffee,
0:35:35 > 0:35:40go to the bar and just rest until it's all gone away.
0:35:40 > 0:35:42You don't want to have a bad Christmas.
0:35:45 > 0:35:50At Lost Property, Hayley Sexton's struggling under a Christmas deluge.
0:35:50 > 0:35:54Sometimes they can just put for item lost - black bag, that's it.
0:35:54 > 0:35:56It's like well, we've got 50 black bags,
0:35:56 > 0:35:58so it's a little bit difficult.
0:35:58 > 0:36:01We had a guy not long ago he came in, he said,
0:36:01 > 0:36:04"Oh, I don't know what the colour of the plastic bag was, I was drunk."
0:36:04 > 0:36:06I'm only doing my job, obviously, I have to ask them the questions.
0:36:06 > 0:36:10We still need to make sure that the owners that are claiming
0:36:10 > 0:36:11the items are the owners.
0:36:11 > 0:36:14You're looking for a white Nokia, is that correct?
0:36:14 > 0:36:16OK, we've definitely got nothing in the description
0:36:16 > 0:36:18- that you're looking for. - Nothing's handed in?
0:36:18 > 0:36:20Not with the one that you're looking for, sir.
0:36:20 > 0:36:22You need to be able to give me the right description
0:36:22 > 0:36:24so that I can check for you.
0:36:24 > 0:36:26- I'm just asking you nicely, right. - Yeah, but you've said to me
0:36:26 > 0:36:29you're looking for a Nokia phone that's white.
0:36:29 > 0:36:31Then you said it's black. Then you said you'd lost a Samsung.
0:36:31 > 0:36:34No, no, no, all I said to you... you've got a phone in there,
0:36:34 > 0:36:35because it's still ringing now.
0:36:35 > 0:36:38Yeah, but the thing is, you would need to confirm SIM card details.
0:36:38 > 0:36:41- I can confirm all that because it's a contract phone.- OK.
0:36:41 > 0:36:44So do you want to do that with me now and then we'll do it that way?
0:36:44 > 0:36:47No, no. My phone is still ringing, do you understand?
0:36:47 > 0:36:49- Yeah, OK.- And nobody's made a call on it.- I understand.
0:36:49 > 0:36:52But if you can try and get the details for the phone
0:36:52 > 0:36:53then that would be great.
0:36:53 > 0:36:56I've got the phone number. I can give everything that's on the phone
0:36:56 > 0:36:58because it's got all my numbers on it.
0:36:58 > 0:37:00I'm not going to deal with you any further,
0:37:00 > 0:37:02and if you carry on I'm going to have to call the police.
0:37:02 > 0:37:04- Why are you being nasty? - I'm not being nasty.
0:37:04 > 0:37:07I'm trying to do my best to help you, but I can't search for you
0:37:07 > 0:37:10if I don't have the correct details of what you're looking for.
0:37:10 > 0:37:12- What time do you close tonight? - 5:00.- All right.
0:37:12 > 0:37:14OK, take care.
0:37:16 > 0:37:19He basically came in and he said he's looking for
0:37:19 > 0:37:20a white Nokia mobile phone.
0:37:20 > 0:37:23Then he changed it to OK, it's not white, it could be black.
0:37:23 > 0:37:26Then he said, "Well, has any Nokias been handed in?"
0:37:26 > 0:37:28So you do get a little bit irritated,
0:37:28 > 0:37:30but you have to still stay calm.
0:37:30 > 0:37:34I've got used to it by now, so I'm a pro.
0:37:34 > 0:37:38Right, permission now is granted for trains to depart, please.
0:37:38 > 0:37:42So we can rid of the 12:00s got the road on one,
0:37:42 > 0:37:45that can go, and then we'll board everything else as normal, please.
0:37:45 > 0:37:50Base to all mobiles, base to all mobiles, we can run as normal now.
0:37:50 > 0:37:52We're being told that...
0:37:52 > 0:37:55It's been confirmed that the train near Haye Station
0:37:55 > 0:37:57didn't hit a person.
0:37:57 > 0:37:58HE LAUGHS
0:37:58 > 0:38:00So yeah, it's always a bit of a relief,
0:38:00 > 0:38:03because we all panic pretty much everywhere that it's going to
0:38:03 > 0:38:06go wrong, especially at this ultra busy time.
0:38:06 > 0:38:11But it looks as though all good. So no-one dead.
0:38:27 > 0:38:29HORN BEEPS
0:38:33 > 0:38:34How are you today, Mr Roberts?
0:38:34 > 0:38:36I'm all right, thank you, how about you?
0:38:36 > 0:38:38- I'm all good. It's good to see you again.- Yeah, and you.
0:38:38 > 0:38:41Are you off to see your lady friend over Christmas?
0:38:41 > 0:38:43I am, we're spending Christmas and New Year together.
0:38:43 > 0:38:46When not manning Paddington's Control Room, Graham Parker
0:38:46 > 0:38:50runs the waiting room for Passenger Assist,
0:38:50 > 0:38:51a dedicated mobility service
0:38:51 > 0:38:55for elderly and disabled train travellers.
0:38:55 > 0:38:56- What time are you travelling? - Pardon?
0:38:56 > 0:38:59- What time are you travelling? - Sorry?
0:38:59 > 0:39:01- What time are you travelling? - 12:18.
0:39:01 > 0:39:0212:18. Yes.
0:39:02 > 0:39:04Alpha three to Alpha six.
0:39:04 > 0:39:06It's a tough place to work.
0:39:06 > 0:39:09You can get sort of caught up in the panic of Christmas, but it's...
0:39:09 > 0:39:12I think it's a lot of fun, to be honest.
0:39:12 > 0:39:14You get a lot of people come in, they're really happy, they're
0:39:14 > 0:39:18happy about meeting their family and their friends for Christmas.
0:39:18 > 0:39:20You soak it up, it's nice.
0:39:20 > 0:39:21Is this Paddington to Newport?
0:39:21 > 0:39:24Yeah. I'm going to take you there now.
0:39:24 > 0:39:26Is it, oh, thank you. Well, I thank you very much.
0:39:26 > 0:39:31Bye-bye. Nice to have met you. Thank you, thank you so much.
0:39:31 > 0:39:33Your train will in about five minutes to.
0:39:33 > 0:39:34OK.
0:39:34 > 0:39:38Before I did this I was working in luxury jewellery retail,
0:39:38 > 0:39:40which was a lot of fun,
0:39:40 > 0:39:46but in the end, I was sort of serving ultra expensive products to
0:39:46 > 0:39:52very, very rich people, and all the time I just wanted to help out.
0:39:52 > 0:39:54I wanted to be doing something a little bit more meaningful.
0:39:54 > 0:39:58- What's the name, sorry? - Doutch.- Doutch?- Yes.
0:39:58 > 0:40:01My dad was on the railway for over 30 years and he helped me
0:40:01 > 0:40:02acquire this job here.
0:40:02 > 0:40:05I've never looked back since, to be honest.
0:40:05 > 0:40:08- Is it William or something? - That's it, yeah.
0:40:10 > 0:40:13Quiet coach with seats as near as possible to the door.
0:40:13 > 0:40:18I can't stand...I can't cope with sudden loud noises.
0:40:18 > 0:40:21And no matter how many people are being carried on the train,
0:40:21 > 0:40:23if the people at Totnes know where I am,
0:40:23 > 0:40:27they will fight on to the train to rescue me.
0:40:27 > 0:40:28No problem, sir.
0:40:28 > 0:40:32After suffering a serious assault 15 years ago,
0:40:32 > 0:40:35Major Tim McCoy relies on the service.
0:40:35 > 0:40:42On the 6th October, 1993, I was changing lines at Euston.
0:40:42 > 0:40:49I was hit from behind, robbed, pushed unconscious down the main escalator.
0:40:49 > 0:40:52I was in a coma for five days.
0:40:52 > 0:40:56It was three months before I could tell anybody what had
0:40:56 > 0:41:00happened to me, by which time it was a little late to do anything about it.
0:41:00 > 0:41:03Right, off we go. Cheerio.
0:41:03 > 0:41:07I'm not being beaten by my injuries, I'm fighting them.
0:41:09 > 0:41:12I think they're looked down upon because all they are
0:41:12 > 0:41:15are people in Railtrack uniforms driving the electric trucks.
0:41:17 > 0:41:22They are thinking people that take a great pride in their work.
0:41:22 > 0:41:25They're empathetic, they're concerned, they're thoughtful
0:41:25 > 0:41:29and they're worthy of praise, not derision.
0:41:29 > 0:41:31Have a good Christmas, Major McCoy.
0:41:31 > 0:41:34- Thank you very much.- Bye-bye. - And you too.- Yeah.
0:41:41 > 0:41:44Have you got empty seats in First Class? We'll pay for tickets.
0:41:44 > 0:41:46We'll get you on the next available. Where are you travelling to?
0:41:46 > 0:41:48- Plymouth.- Plymouth.
0:41:48 > 0:41:50We did book seats, but nothing came out on the Trainline.
0:41:50 > 0:41:53I can't believe you sell tickets for overcrowded trains, it's ridiculous.
0:41:53 > 0:41:56It's the busiest time of the year, sir, unfortunately.
0:42:09 > 0:42:11Down the line at Reading Station,
0:42:11 > 0:42:14the last Christmas Eve revellers are making their way home.
0:42:17 > 0:42:21Yeah, could just do with some assistance on the footbridge.
0:42:21 > 0:42:23For 23-year-old Antonio Chivatilo
0:42:23 > 0:42:27and his British Transport Police colleagues, it's a busy night.
0:42:27 > 0:42:29- What's going on up here then? - Nothing.
0:42:29 > 0:42:33- Who's kicking off? - No-one. What can you arrest me for?
0:42:33 > 0:42:36- You've been told to leave the station.- Why do I have to leave?
0:42:36 > 0:42:38It's private property and at any given time...
0:42:38 > 0:42:40- It's not private property. - Of course it is.
0:42:40 > 0:42:42- It's public liability. - Unfortunately, it's not.
0:42:42 > 0:42:45Yeah, I've got a ticket, bruv. So I'm a paying customer.
0:42:45 > 0:42:46Where are they travelling to?
0:42:46 > 0:42:49Finished mate, they're getting off in the town.
0:42:49 > 0:42:51- Oh, are they? - Just got a very clever mouth.
0:42:51 > 0:42:54You're such jokers. You're such jokers, bruv.
0:42:54 > 0:42:57Another fine male on a Saturday night at Reading.
0:43:00 > 0:43:03Merry Christmas, Police.
0:43:03 > 0:43:06HUMS THEME FROM THE BILL
0:43:06 > 0:43:08I haven't heard that theme tune in a long time.
0:43:08 > 0:43:12Funded jointly by train operating companies and Network Rail,
0:43:12 > 0:43:16British Transport Police have a presence in every major station
0:43:16 > 0:43:22across the UK, where they have the same powers as normal police.
0:43:22 > 0:43:26This station is quite central to the town and the bars.
0:43:26 > 0:43:29We've got two night-clubs just literally outside the door.
0:43:31 > 0:43:34People are not so bad going out, but when they're coming back to
0:43:34 > 0:43:36catch their last trains back home, sometimes they're a bit
0:43:36 > 0:43:41worse for wear, especially with the Christmas parties at the moment.
0:43:41 > 0:43:44Arguments can become heated. What's the problem, then?
0:43:44 > 0:43:47There was about 20 of them stood in front of me, going,
0:43:47 > 0:43:50"Do you want a fight? Come outside." But I hadn't done nothing to them.
0:43:50 > 0:43:53- Ant, can you take this young man back to the office.- Yeah.
0:43:53 > 0:43:56OK, we need to get some details, get some details of next of kin.
0:43:57 > 0:44:01One of my colleagues was on patrol, one of our PCSOs,
0:44:01 > 0:44:04he's seen an altercation between a large group of children,
0:44:04 > 0:44:07as they've seen him, they've dispersed.
0:44:07 > 0:44:09We're just trying to find out what's happened.
0:44:09 > 0:44:11We need to take some details, obviously, the intoxication,
0:44:11 > 0:44:13you're only 16, mate, all right.
0:44:13 > 0:44:15I'm going to confiscate this alcohol off you.
0:44:15 > 0:44:16Let me have this one.
0:44:16 > 0:44:19Listen, you're not having any of it. Listen to me...
0:44:19 > 0:44:21- No, because the one in the black bag. - Just listen to me.
0:44:21 > 0:44:24Listen to what I'm going to say to you.
0:44:24 > 0:44:27You're not having any of it now, but you can have it all back.
0:44:27 > 0:44:29Do you want to come in for drunk and disorderly,
0:44:29 > 0:44:32or leave the station of your own accord? What do you want to do?
0:44:32 > 0:44:34Leave the station now and then you come back?
0:44:34 > 0:44:35Can I at least take the beers?
0:44:35 > 0:44:38No, you can't take the beer that you're having.
0:44:38 > 0:44:40Leave on your own or get arrested.
0:44:40 > 0:44:42And are you known to the police at all?
0:44:42 > 0:44:44- Yeah, I am, mate, yeah. - What are you known for, mate?
0:44:44 > 0:44:47ABH, GBH. But this was a couple of years ago.
0:44:47 > 0:44:49Oh, that's good, mate. All right.
0:44:49 > 0:44:51I've got a job now, I've got a place of my own.
0:44:51 > 0:44:53What are you doing, then?
0:44:53 > 0:44:58That's a good job, mate, that's a good career to be in.
0:44:58 > 0:45:00I was a car salesman for three years,
0:45:00 > 0:45:04so not the sort of job people would think I would in fact come from.
0:45:04 > 0:45:06But your talking skills and the people skills
0:45:06 > 0:45:09I received from that have helped me an awful lot in this job.
0:45:09 > 0:45:11I'm not a fighter, you know.
0:45:11 > 0:45:13I was a boxer for six years, mate.
0:45:13 > 0:45:16- Was you?- Yeah. Not any more, I retired years ago.
0:45:16 > 0:45:18You've got the nose. I can tell.
0:45:18 > 0:45:20I'm not much older than them themselves.
0:45:20 > 0:45:24And a lot of them sometimes might have had a bad history, but want
0:45:24 > 0:45:28to look forward and make a few right choices in life, and seeing someone
0:45:28 > 0:45:32at my age in the position that I am, it shows them that there is hope
0:45:32 > 0:45:36out there to change your life around and improve and move on from there.
0:45:36 > 0:45:38I'll take you guys to platform two, all right,
0:45:38 > 0:45:40and I'll leave you be from there.
0:45:40 > 0:45:42- Thank you very much. - Have you got a ticket on you?
0:45:42 > 0:45:43No, I haven't, no.
0:45:49 > 0:45:53The last passengers and trains have left Reading Station
0:45:53 > 0:45:55and they won't return until after Christmas.
0:46:01 > 0:46:04But for thousands of contractors and Network Rail staff
0:46:04 > 0:46:07festivities are put on hold.
0:46:07 > 0:46:11They have just 72 hours to complete upgrade works,
0:46:11 > 0:46:13and if they miss their target
0:46:13 > 0:46:18it will mean big disruption to trains across the South of England.
0:46:22 > 0:46:25One of the most ambitious challenges is at nearby Cow Lane.
0:46:27 > 0:46:29The old rail bridge has been completely demolished
0:46:29 > 0:46:33and preparations are underway to move a new bridge into place.
0:46:36 > 0:46:39Site manager, Steve Cornish, is in charge of the move,
0:46:39 > 0:46:43and local residents have gathered to watch proceedings.
0:46:45 > 0:46:47In terms of size, you know,
0:46:47 > 0:46:50we've got a 1,700 tonne bridge to move into place.
0:46:52 > 0:46:56The Mammoet system we use is averaging 350 tonne,
0:46:56 > 0:47:01so we've got over 2,100 tonne of machine and concrete
0:47:01 > 0:47:05to then drive and place accurately with a GPS system guide on it.
0:47:05 > 0:47:09We need to get the bridge in and we need to get the railway open.
0:47:09 > 0:47:11We have a job, and we have a job to do.
0:47:17 > 0:47:19At Reading Station, Jimmy McWhirter will oversee
0:47:19 > 0:47:22the construction of an entire new platform.
0:47:22 > 0:47:25How you doing? Merry Christmas, fella.
0:47:25 > 0:47:27The same to you, yeah.
0:47:27 > 0:47:30Santa's landed. He's three minutes late if he ain't.
0:47:30 > 0:47:35Ho-ho-ho. This operation over the next few days is massive.
0:47:35 > 0:47:39We bring over, via crane, pieces of Lego, if you like,
0:47:39 > 0:47:41which will all fit together along the edge of this platform
0:47:41 > 0:47:44and over that vale to make a new platform.
0:47:44 > 0:47:48Each of the 48 sections weighs in at four tonnes...
0:47:48 > 0:47:51INDISTINCT YELLING
0:47:51 > 0:47:54..and has to be positioned with millimetre accuracy.
0:47:54 > 0:47:56Do you want us to drop it first?
0:47:58 > 0:48:00We've got the surveyor guy on the far corner
0:48:00 > 0:48:02with his little prism there.
0:48:02 > 0:48:05You know, it's 20mm this way, 50mm that way.
0:48:05 > 0:48:08Do you want to bring that up first, then we'll see...?
0:48:08 > 0:48:12If you really got it wrong, the train would strike the platform.
0:48:14 > 0:48:17The muck in the forefoot of the rail is where, with the old trains,
0:48:17 > 0:48:21where people flush them in the station, it's all the waste.
0:48:22 > 0:48:24It's like concrete.
0:48:27 > 0:48:29Hang on, Kev, that's looking at it, mate.
0:48:29 > 0:48:31Mate, it's going on to the cable.
0:48:31 > 0:48:32Take it out another foot,
0:48:32 > 0:48:34Kevin, I'll jump down and lift it over that block.
0:48:34 > 0:48:36Don't pull it till it's over the block.
0:48:37 > 0:48:40Jimmy, Jimmy, watch yourself mate, Jimmy.
0:48:40 > 0:48:42The public think it's all our fault.
0:48:42 > 0:48:44"What the bloody hell is the railway doing?"
0:48:44 > 0:48:46Well, what we're doing is making it better.
0:48:46 > 0:48:48All they see is that,
0:48:48 > 0:48:51"Oh, I've got to get a bus or I've been told there's no trains
0:48:51 > 0:48:53"now for 48 hours, how am I going to travel down to see my Auntie Flo?"
0:48:53 > 0:48:56We would love to be able to turn round and say,
0:48:56 > 0:48:58"We need five days," but we can't get that.
0:48:58 > 0:49:01We get the 72 hours, which is planned to the minute.
0:49:01 > 0:49:03Every 15 minutes we've got to be able to say that
0:49:03 > 0:49:05we're still on track.
0:49:05 > 0:49:06Whoa!
0:49:15 > 0:49:17At Cow Lane, the bridge move
0:49:17 > 0:49:20and laying of tracks has fallen nine hours behind the schedule,
0:49:20 > 0:49:24seriously threatening to disrupt the first trains after Christmas.
0:49:26 > 0:49:28- You've got enough leeway? - Apparently so, yes.
0:49:28 > 0:49:31Apparently so. You hope there's enough leeway.
0:49:31 > 0:49:33No, there is.
0:49:34 > 0:49:36They do ask some strange questions, such as,
0:49:36 > 0:49:39"Have you knocked the old bridge down yet?"
0:49:39 > 0:49:4124 hours, 48 hours after it's gone.
0:49:43 > 0:49:45Right, lead on then, MacDuff.
0:49:45 > 0:49:48Programme Director, Robbie Burns, has arrived to check on the works.
0:49:48 > 0:49:51Right, Kevin, we've done a little bit of PR and you
0:49:51 > 0:49:54and I will just go and talk to these people here,
0:49:54 > 0:49:56see if they're interested in what we're doing, yeah.
0:49:56 > 0:50:00Thanks for coming out on a cold day, it's really nice to see you.
0:50:00 > 0:50:01- It's not cold.- No, it isn't.
0:50:01 > 0:50:04I put all my thermals on yesterday, it was too hot.
0:50:04 > 0:50:08I'm the Director for the works out from London to Didcot,
0:50:08 > 0:50:10so this is one my key sites.
0:50:10 > 0:50:11- Where the buck stops?- Pardon?
0:50:11 > 0:50:14Yeah, well, obviously it's high risk for us,
0:50:14 > 0:50:18we've got a train coming through. Our first train through is the 28th
0:50:18 > 0:50:21at 10:52, that's the target for us.
0:50:21 > 0:50:23There have been some issues, as you've probably heard.
0:50:23 > 0:50:26What we were expecting there and the water table
0:50:26 > 0:50:29and the shale wasn't quite what we've actually got,
0:50:29 > 0:50:31so it's taken us longer than we thought.
0:50:33 > 0:50:36Steve, when you've got a minute, just give me
0:50:36 > 0:50:38a minute of your time, will you?
0:50:38 > 0:50:42- How are you?- You all right, how's it going in terms of work?
0:50:42 > 0:50:44It's put a lot of pressure on the lads now.
0:50:44 > 0:50:46We're getting on top of it again but, you know,
0:50:46 > 0:50:50these boys have been working hard all day, from 7:00 this morning.
0:50:50 > 0:50:53Having a break on the run and something to eat.
0:50:53 > 0:50:54But the spirits are up
0:50:54 > 0:50:57and we're trying to crack on and get back on the programme.
0:50:57 > 0:51:00Right, how close are we to the margins on that?
0:51:00 > 0:51:03I don't know, you'd better speak to the boys fronting the figures
0:51:03 > 0:51:06on that one, Robbie, I couldn't honestly tell you on that one.
0:51:06 > 0:51:08No, I'd rather hear it from you, Steve,
0:51:08 > 0:51:09because you know what you're doing.
0:51:09 > 0:51:12I know what we're doing, but we're trying to do the best we can
0:51:12 > 0:51:16to get the bridge in place on time and on the button.
0:51:19 > 0:51:21A lot's at stake.
0:51:21 > 0:51:27When this isn't handed back and the public are affected then, obviously,
0:51:27 > 0:51:32there's deep dissatisfaction, and our reputation is at stake.
0:51:32 > 0:51:35There can be no excuses, there's no sympathy for us.
0:51:35 > 0:51:37We've got to nail it.
0:51:43 > 0:51:47You go to Oxford and change. So if you take this second vehicle here...
0:51:48 > 0:51:52With the railways shut, Network Rail has provided 35 buses to
0:51:52 > 0:51:55keep passengers moving during the upgrade.
0:51:55 > 0:51:57Oxford?
0:51:57 > 0:51:59- Second one.- Thank you.
0:52:01 > 0:52:03HE CRIES Stay with Mummy.
0:52:03 > 0:52:07Maybe next time they'll do it in term time when it's not so hectic.
0:52:07 > 0:52:09Do you want to pop your bags in the back there?
0:52:23 > 0:52:26At Cow Lane, extra manpower has been brought in
0:52:26 > 0:52:28to complete the bridge foundations.
0:52:33 > 0:52:35Midnight, December 27th.
0:52:37 > 0:52:41- How long?- Last time you asked, I think I said about half an hour.
0:52:41 > 0:52:43- Yeah.- And I'm probably going to say the same thing now.
0:52:43 > 0:52:46- Another half an hour. - About another half an hour.
0:52:46 > 0:52:49Might be back tomorrow.
0:52:49 > 0:52:50It might still be there.
0:52:52 > 0:52:57Site manager Steve and his team have managed to claw back valuable time.
0:52:57 > 0:53:00We've had a challenge all day to get where we are.
0:53:00 > 0:53:03We're throwing as much plant and men as we can at it, but the lads
0:53:03 > 0:53:07have pulled it off, so fair play, all due to them like, you know.
0:53:07 > 0:53:09Now we're firing up the lifting system,
0:53:09 > 0:53:13and then getting the bridge in place, and everyone's happy.
0:53:18 > 0:53:23A 1,600 tonne bridge is being moved using a 350 tonne
0:53:23 > 0:53:27remote controlled lifting system with 266 wheels.
0:53:32 > 0:53:36It takes four hours to move the bridge 60 metres into place.
0:53:42 > 0:53:48600 high density polystyrene blocks and 2,500 tonnes of crushed rock
0:53:48 > 0:53:52are used to rebuild the embankment and secure the bridge in place.
0:54:00 > 0:54:03It's been a hard one, but it's getting there now.
0:54:05 > 0:54:07I mean, you see what they've done.
0:54:07 > 0:54:10They've taken out an old bridge that was failing, and then
0:54:10 > 0:54:13when you look over there, there's a lovely brand-new shiny bridge.
0:54:13 > 0:54:16We're all looking forward to getting home with the wives and children,
0:54:16 > 0:54:19opening up our presents, everyone else has done theirs,
0:54:19 > 0:54:21so we've got something to look forward to.
0:54:25 > 0:54:29Cow Lane bridge is back open just in time for the first train
0:54:29 > 0:54:31after Christmas.
0:54:34 > 0:54:37And at Reading Station, the new platform ten is complete.
0:54:37 > 0:54:39Cheers, driver.
0:54:39 > 0:54:41Thanks very much.
0:54:42 > 0:54:44Reading is safe on platform ten.
0:54:45 > 0:54:48Now we're going for a cup of tea.
0:54:50 > 0:54:53Relief for one of the country's most congested commuter belts
0:54:53 > 0:54:55is one step closer.
0:55:02 > 0:55:04How much is it meant to be?
0:55:06 > 0:55:09Across the Thames Valley commuter belt,
0:55:09 > 0:55:12just over 90% of train services run on time.
0:55:12 > 0:55:15But as passengers return in the New Year
0:55:15 > 0:55:18there's one thing that the railways can't control.
0:55:20 > 0:55:23The great British weather.
0:55:23 > 0:55:26'London/Basingstoke line has been suspended,
0:55:26 > 0:55:28'this is due to a tree on the track.
0:55:28 > 0:55:31'Please listen carefully for further announcements regarding
0:55:31 > 0:55:34'services for stations to Basingstoke this morning.'
0:55:35 > 0:55:38The situation is a train on its way up from Basingstoke to
0:55:38 > 0:55:42Reading has struck a tree, and that tree is wedged underneath the train.
0:55:42 > 0:55:45If there's one line working, I can't understand why they can't send
0:55:45 > 0:55:47one train one way, then something the other when it arrives.
0:55:47 > 0:55:49At least it's something running.
0:55:49 > 0:55:50It's definitely cancelled then.
0:55:50 > 0:55:51'Yeah.'
0:55:54 > 0:55:57Unbelievable. Unbelievable.
0:55:57 > 0:55:59For Reading West, board the Bramley and Basingstoke,
0:55:59 > 0:56:02buses waiting outside.
0:56:02 > 0:56:06The prices have gone up today just to rub salt into the wound.
0:56:06 > 0:56:10So no, we're not very happy. Public transport, why use it?
0:56:10 > 0:56:13There are two buses outside waiting for instructions.
0:56:13 > 0:56:16They will be getting instructions from station managers.
0:56:16 > 0:56:20They're sitting there blocking up the traffic.
0:56:20 > 0:56:22How long will all that take?
0:56:25 > 0:56:27- Well, it's gone now, hasn't it? - Platform six.
0:56:27 > 0:56:29It's gone then, hasn't it?
0:56:29 > 0:56:33It's running late. Up the stairs across the footbridge.
0:56:33 > 0:56:35Thank you. Have fun.
0:56:35 > 0:56:36Ooh...fun?