0:00:02 > 0:00:03This programme contains some strong language.
0:00:03 > 0:00:04Britain's railway.
0:00:04 > 0:00:07- TANNOY:- We are sorry to announce that the 18...
0:00:07 > 0:00:10- The oldest and one of the busiest in the world.- It's OK!
0:00:10 > 0:00:12Just slow down!
0:00:12 > 0:00:15Surely this is illegal to be packed in like this?
0:00:17 > 0:00:19A huge network under constant pressure.
0:00:21 > 0:00:23Absolutely mental today.
0:00:23 > 0:00:27- No driver?- Come on, guys! Look for the driver and guard!
0:00:27 > 0:00:29Where anything and everything...
0:00:30 > 0:00:31Start tamping it, son!
0:00:31 > 0:00:34..can mean delay and chaos for thousands.
0:00:34 > 0:00:35Backs against the wall.
0:00:35 > 0:00:38He's got a suicidal female on board.
0:00:38 > 0:00:41Train now 90 late owing to hitting a pheasant.
0:00:41 > 0:00:43I've heard everything now!
0:00:43 > 0:00:47Filmed over a year across the nation...
0:00:47 > 0:00:50That one. There's a seat next to the banana.
0:00:50 > 0:00:54..we go behind the scenes of an industry we love to complain about.
0:00:54 > 0:00:55Do you want a hand?
0:00:55 > 0:00:58That's £323.50.
0:00:59 > 0:01:01Oi!
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 > 0:01:09It's a battle.
0:01:19 > 0:01:20Of all the routes in Britain,
0:01:20 > 0:01:23the West Coast Main Line is the busiest,
0:01:23 > 0:01:25with trains running back to back.
0:01:25 > 0:01:28Woo hoo! Here they come!
0:01:28 > 0:01:30It stretches the length of the country.
0:01:30 > 0:01:33From London to Glasgow.
0:01:33 > 0:01:36See all tickets, please. See all tickets, please.
0:01:36 > 0:01:38Early start for you.
0:01:39 > 0:01:41With an infrastructure that's still being modernised,
0:01:41 > 0:01:46this is a line that's so full just a small problem can have big ripple effects.
0:01:46 > 0:01:49The good old railway saying.
0:01:49 > 0:01:52When it goes tits up, it really does go tits up.
0:01:52 > 0:01:54And now after 15 years...
0:01:54 > 0:01:57Hello. This is Richard Branson. I've always wanted to do this.
0:01:57 > 0:02:01..Virgin's franchise to run the long distance trains is up for grabs.
0:02:01 > 0:02:04It's literally been six years that we've been going,
0:02:04 > 0:02:07"Do you think we'll win it? Who do you think will win it?"
0:02:07 > 0:02:09Not knowing has become the norm.
0:02:09 > 0:02:12This is a line that's under pressure
0:02:12 > 0:02:15and this morning the pinch is at Liverpool Lime Street.
0:02:17 > 0:02:18Can I just get through?
0:02:19 > 0:02:21It's 5.20am
0:02:21 > 0:02:25and Virgin security manager Owen Brunton is starting his day.
0:02:25 > 0:02:29- MEN SING: - Oh when the reds go marching in!
0:02:29 > 0:02:32Everyone's full of hope. Early doors.
0:02:36 > 0:02:39In just a few hours, Liverpool will play Everton
0:02:39 > 0:02:41in the FA Cup semi-final at Wembley.
0:02:43 > 0:02:47It's Owen's job to get the thousands of fans on a train by 9am
0:02:47 > 0:02:49if they're to make it to the match in time.
0:02:50 > 0:02:53Ten times more passengers than a typical Saturday morning.
0:02:53 > 0:02:55The trains are busy anyway
0:02:55 > 0:02:57and you then throw in a major sporting event.
0:02:57 > 0:03:00It so happens that Liverpool have drawn Everton.
0:03:00 > 0:03:03They've both got 31, 32 thousand.
0:03:03 > 0:03:06We're looking at 64,000 people roughly travelling to Wembley.
0:03:06 > 0:03:07A large proportion of those
0:03:07 > 0:03:10are going to travel with us on the railway.
0:03:12 > 0:03:14Seat reservations only here.
0:03:15 > 0:03:18You won't get on it there, mate. You're probably on the 7.48.
0:03:18 > 0:03:23It's non stop today. There's no break at all today for anyone.
0:03:23 > 0:03:24Busiest day of the year.
0:03:24 > 0:03:28Just slow it down, stop pushing through!
0:03:30 > 0:03:34Owen's scheduled two extra trains to ease overcrowding
0:03:34 > 0:03:38but with over 4,000 trains on the West Coast Main Line every day,
0:03:38 > 0:03:42it's hard to squeeze many more on to this already jam-packed route.
0:03:42 > 0:03:45In an ideal world if we could just go to a large cupboard
0:03:45 > 0:03:48and pull a train out, that we just happened to have spare,
0:03:48 > 0:03:50and say, "Let's pull another one out the train sheds."
0:03:50 > 0:03:54Yeah, it'd be lovely but it doesn't work like that any more.
0:03:57 > 0:04:00Don't let anyone come down the middle and start bunking in at the front.
0:04:00 > 0:04:03Go towards the front of the train!
0:04:03 > 0:04:06It's exactly as usual. Bloody chaos!
0:04:06 > 0:04:10Now just slow down, slow down!
0:04:11 > 0:04:12Slow down!
0:04:15 > 0:04:17Steven! I can't get on!
0:04:17 > 0:04:21Reckon we can get another 20, 25 on this. Quickly.
0:04:22 > 0:04:24Thin people only!
0:04:26 > 0:04:27Go to the front of the train!
0:04:33 > 0:04:35WHISTLE
0:04:52 > 0:04:5430 miles down the track at Manchester Piccadilly,
0:04:54 > 0:04:58around 83,000 passengers pass through the station every day.
0:04:58 > 0:05:02Many are obliged to meet 20-year-old Chris,
0:05:02 > 0:05:05the font of all knowledge in the information pod.
0:05:05 > 0:05:06Hello!
0:05:06 > 0:05:10Can you tell me what time the 14.46 gets into Blackpool, please?
0:05:10 > 0:05:14- Can I get a train to Hayton? - I thought I'd go to Shrewsbury.
0:05:14 > 0:05:18- CHRIS SINGS:- Oh, try and keep happy, happy, happy! Hello!
0:05:18 > 0:05:20Can you tell me when the next train is to Stockport?
0:05:20 > 0:05:2213.43, platform 13.
0:05:22 > 0:05:24Go to platform 10, up the travelators.
0:05:25 > 0:05:27Think I've pulled. There we go.
0:05:28 > 0:05:32It's usually the regular questions. Doncaster, Peterborough, Leeds.
0:05:32 > 0:05:35Stockport. Is the 43 faster than the 45?
0:05:35 > 0:05:38When's the next train to Sheffield? Is that not the next one?
0:05:38 > 0:05:40And the monotony eventually bears down on you.
0:05:40 > 0:05:42And you go home and cry yourself to sleep.
0:05:59 > 0:06:02Up in Cumbria, on a line off the main route,
0:06:02 > 0:06:05Simon works the Blea Moor signal box.
0:06:05 > 0:06:09A world away from the rest of the West Coast Main Line.
0:06:10 > 0:06:12Only trains I like keep going with red lights at the back.
0:06:12 > 0:06:14They don't give me any grief.
0:06:14 > 0:06:17Wave to the driver and that's good enough for Simon.
0:06:18 > 0:06:23Almost unchanged since it was first built 120 years ago,
0:06:23 > 0:06:27today it controls the four trains an hour that cross the Ribble Head viaduct.
0:06:27 > 0:06:31It's an enjoyable job if you can stand your own company which I can.
0:06:31 > 0:06:34I listen to the radio and that's about it.
0:06:34 > 0:06:35Read.
0:06:35 > 0:06:38You find you get a loathing of people, to be honest.
0:06:39 > 0:06:42Certainly beats being stuck in an office or whatever.
0:06:43 > 0:06:45In the rat race.
0:06:45 > 0:06:47If I come by road, it's 17 miles to here.
0:06:47 > 0:06:49My commute is I turn left in three miles
0:06:49 > 0:06:51and I turn right in five and that's it.
0:06:51 > 0:06:55No traffic lights, no roundabouts, no nobody. That's it.
0:06:56 > 0:07:00It can get a bit hectic in summer when you get stuck behind a couple of tractors
0:07:00 > 0:07:02but that's about your lot, you know.
0:07:03 > 0:07:04Gridlock.
0:07:05 > 0:07:06BELL RINGS
0:07:09 > 0:07:13People don't believe that somewhere like this exists in the 21st century, do they?
0:07:13 > 0:07:15But like all this old engineering,
0:07:15 > 0:07:18it's fantastic but it all works, you know.
0:07:24 > 0:07:26Guys, I need help here!
0:07:27 > 0:07:28Where's my team?
0:07:30 > 0:07:32Nearly 300 miles way, at London Euston,
0:07:32 > 0:07:35the FA Cup semi-final has finished.
0:07:35 > 0:07:38A 2-1 victory to Liverpool.
0:07:38 > 0:07:40Red men, go all the way!
0:07:40 > 0:07:44And now ticket inspector Jeannie and her colleagues
0:07:44 > 0:07:47have just four hours to get 7,000 fans back home.
0:07:49 > 0:07:51Have your tickets out, please!
0:07:51 > 0:07:53Oi!
0:08:00 > 0:08:02Tickets, guys, tickets! Thank you.
0:08:02 > 0:08:04Before moving from America two years ago,
0:08:04 > 0:08:08Virgin revenue inspector Jeannie was a wedding planner.
0:08:08 > 0:08:12- Thank you.- Nightmare! - I know. Go on, buddy.
0:08:12 > 0:08:14I dealt with a lot of brides.
0:08:14 > 0:08:19I'm zen-like when people start yelling at me cos I've been yelled at by so many brides in my life.
0:08:20 > 0:08:24He's been escorted out under Section 27 by our guys, all right?
0:08:24 > 0:08:25Excellent.
0:08:25 > 0:08:31Down on platform 1 is security manager Owen, who's banned alcohol on the Liverpool trains.
0:08:32 > 0:08:36- TANNOY:- Information for customers travelling on Virgin train services this evening.
0:08:36 > 0:08:40Please note that alcohol is not permitted on any Virgin train service.
0:08:40 > 0:08:44The British transport police have been drafted in to help enforce the ban.
0:08:45 > 0:08:47Sorry, mate, can you put that in the bin?
0:08:47 > 0:08:50- I'm not drinking it now. - I don't care. It's a dry train.
0:08:50 > 0:08:53It's been advertised on the main station.
0:08:53 > 0:08:55Where? Do you know what I mean?
0:09:01 > 0:09:05They'll try hiding places they think we haven't seen before.
0:09:05 > 0:09:07They'll be some in their pockets.
0:09:07 > 0:09:10Unsightly bulges is what you're looking for. Down their socks.
0:09:12 > 0:09:13He touched my bum!
0:09:15 > 0:09:18All right. Nice try.
0:09:18 > 0:09:20Children's rucksacks.
0:09:20 > 0:09:23A small child who's got a very severe lean.
0:09:23 > 0:09:27Cos their rucksack's full of six cans of ale.
0:09:32 > 0:09:33Sorry, mate.
0:09:36 > 0:09:40Why you giving drink to your daughter? It's a simple question.
0:09:40 > 0:09:41Soft lad.
0:09:46 > 0:09:48On you go, mate, come on.
0:09:53 > 0:09:57It's 8pm and down on platform 4 behind the police line
0:09:57 > 0:10:01Jeannie and her colleagues are preparing to face the rush for the last Liverpool train.
0:10:01 > 0:10:05Including fans who've been in the pub for several hours now.
0:10:05 > 0:10:08Do we have a large enough team?
0:10:08 > 0:10:11It makes me nervous we only have four.
0:10:11 > 0:10:14I feel kind of like I'm in battle and war.
0:10:14 > 0:10:18And I'm like, "You're not going down without me! I'm coming for you!"
0:10:18 > 0:10:21CHANTING AND SINGING
0:10:21 > 0:10:23OK. Are you ready?
0:10:27 > 0:10:30- Slow down, please. - Any alcohol in the bins, please.
0:10:30 > 0:10:32I got a funny vibe about this train.
0:10:32 > 0:10:36It's weird how it all of a sudden changes.
0:10:36 > 0:10:41The vibe, like it's really happy and genial and now all of a sudden...
0:10:41 > 0:10:43CHANTING AND SINGING
0:10:48 > 0:10:50Stop pushing!
0:10:50 > 0:10:52Totally out of order.
0:10:54 > 0:10:55Sober up, catch a later train.
0:10:55 > 0:11:01We just bought £60 worth of beer and these little Hitlers, I don't care what they think.
0:11:01 > 0:11:03Excuse me, what's your name? Excuse me!
0:11:03 > 0:11:06Excuse me, you're not listening to what I'm saying!
0:11:06 > 0:11:09The way you people can talk to cops is shocking.
0:11:09 > 0:11:12You'd never be able to get away with that in America.
0:11:12 > 0:11:13Never!
0:11:13 > 0:11:17You would not talk to a cop. You'd just be thrown on the ground and taken away.
0:11:17 > 0:11:19It's like an animal mentality.
0:11:21 > 0:11:22Come on, mate.
0:11:23 > 0:11:25WHISTLE
0:11:25 > 0:11:28In just four hours, thousands have headed back up north.
0:11:28 > 0:11:32And at 8.11 the last train leaves, packed with fans.
0:11:32 > 0:11:34And a police escort.
0:11:40 > 0:11:44To ease overcrowding, fans have been allowed to sit in first class.
0:11:44 > 0:11:49When we buy first class tickets, we expect a relatively quiet carriage, I suppose.
0:11:49 > 0:11:53- I was really quite scared. - People were dancing up and down.
0:11:53 > 0:11:57I just was really worried that someone might be sick
0:11:57 > 0:12:01while I was sitting here, on top of my head or something.
0:12:01 > 0:12:03SINGING
0:12:06 > 0:12:11I'm arresting you for drunk and disorderly behaviour on board this service to Liverpool, OK?
0:12:13 > 0:12:15With 25 years' experience on the trains,
0:12:15 > 0:12:19Gary has learned a few tricks of the trade to keep fans quiet.
0:12:20 > 0:12:23Once you've had a beer, you do find you sleep much better
0:12:23 > 0:12:25once the heating's turned up just a little bit.
0:12:27 > 0:12:29All I need now is a light switch.
0:12:29 > 0:12:32Switch the lights off, turn the heating up, wake them up in Liverpool.
0:12:32 > 0:12:34Fantastic.
0:12:50 > 0:12:53Monday morning at Manchester Piccadilly.
0:12:54 > 0:12:59Train manager Matt Pickering is preparing for his first train of the day.
0:12:59 > 0:13:00The 7am to London.
0:13:01 > 0:13:05Weekly operating notices are just any changes on the track speeds
0:13:05 > 0:13:09or any last-minute line speed restrictions, engineering works.
0:13:09 > 0:13:11That's the most important board.
0:13:11 > 0:13:14If you've excelled in your job,
0:13:14 > 0:13:16you get your name in a special coloured font!
0:13:22 > 0:13:24Just one stop to pick up at Stockport
0:13:24 > 0:13:26and then straight through to London Euston.
0:13:27 > 0:13:28It's a peak time train.
0:13:28 > 0:13:32It tends to be people travelling with companies and businesses.
0:13:35 > 0:13:37Always the last stragglers.
0:13:37 > 0:13:40And that's me happy with the doors closed.
0:13:47 > 0:13:52Can I request that you now have your tickets and any relevant railcards ready for inspection. Thank you.
0:13:53 > 0:13:54Thank you.
0:13:55 > 0:13:57Thank you.
0:13:57 > 0:13:59They go together anyway so you're halfway there.
0:14:01 > 0:14:03So all in all, that's £323.50.
0:14:04 > 0:14:06It's an absolute rip-off, isn't it?
0:14:08 > 0:14:10My business is paying. I wouldn't pay it personally.
0:14:11 > 0:14:14I mean, the trains are still regularly late
0:14:14 > 0:14:18so is it value for money? No. It's an absolute rip-off.
0:14:19 > 0:14:21That's £174.50.
0:14:23 > 0:14:25Company purchase.
0:14:25 > 0:14:28- INTERVIEWER:- Does that make it easier?- Does for me!
0:14:28 > 0:14:31Makes it easier for me for them to have a business account.
0:14:31 > 0:14:35I always prefer a credit card that ends in L-T-D.
0:14:35 > 0:14:37Than a Jones.
0:14:38 > 0:14:40Cos you don't feel as guilty!
0:14:44 > 0:14:46What did the gentleman look like?
0:14:46 > 0:14:48A red top of some sort.
0:14:48 > 0:14:52A passenger in first class says his ticket has been stolen
0:14:52 > 0:14:54by someone on the train.
0:14:55 > 0:14:58He said, "I can actually describe the person who I think's taken it."
0:14:58 > 0:15:02Because he's got a specific type of ticket which was through a company warrant,
0:15:02 > 0:15:06it's quite easy to identify because that warrant will have a reference.
0:15:06 > 0:15:08A discreet hunt!
0:15:11 > 0:15:12See all tickets, please.
0:15:13 > 0:15:14See your ticket, please?
0:15:15 > 0:15:17Cheers, that's great, thank you.
0:15:19 > 0:15:21OK, do you have any ID on you, please, sir?
0:15:23 > 0:15:27You don't? Nothing to match the name on this ticket?
0:15:27 > 0:15:29Cos I was in a rush, that's everything.
0:15:30 > 0:15:34I have to inform you that the gentleman in first class
0:15:34 > 0:15:36who's reported having his ticket stolen
0:15:36 > 0:15:39has these details on his ticket.
0:15:39 > 0:15:41I've got two passengers that witnessed you taking them.
0:15:41 > 0:15:46This ticket is at the moment stolen property, sir, that you've handed me.
0:15:46 > 0:15:50I didn't take anybody's ticket. I probably made a mistake with this.
0:15:50 > 0:15:53So what you're saying is there is another ticket belonging to you
0:15:53 > 0:15:55and you've picked up an incorrect ticket.
0:15:55 > 0:15:59So I'll leave you to find me the correct ticket then, all right.
0:15:59 > 0:16:01I'll be back with you in ten minutes.
0:16:02 > 0:16:04Sorry to wake you.
0:16:04 > 0:16:07The passenger eventually produces another ticket,
0:16:07 > 0:16:10but it's only valid with a young person's railcard.
0:16:10 > 0:16:13Have you got a young person's card as well?
0:16:13 > 0:16:15I don't have my railcard.
0:16:15 > 0:16:18I don't think this is his ticket, I really don't!
0:16:18 > 0:16:21You just know when you're being had over.
0:16:21 > 0:16:22I don't take it too personally.
0:16:22 > 0:16:25I'm not going to restrain him and throw him in the luggage rack
0:16:25 > 0:16:29till we get to somewhere where I can get the armed police to him,
0:16:29 > 0:16:33but it is unfair, especially on these peak time trains.
0:16:33 > 0:16:35Because people have forked out a lot of money.
0:16:35 > 0:16:40Matt can't prove the man really did steal the first-class ticket.
0:16:40 > 0:16:44And he's reluctant to delay the train by waiting for the British Transport Police.
0:16:44 > 0:16:49But without a railcard, the man has no valid ticket,
0:16:49 > 0:16:51so Matt can ask him to leave.
0:16:51 > 0:16:53What you need to do is get off at Crewe.
0:16:54 > 0:16:56And that is doing you a favour.
0:16:57 > 0:16:59Butch voice, three, two, one.
0:17:00 > 0:17:02The train now approaching Crewe.
0:17:02 > 0:17:06Customers should change here for North Wales services and services to Liverpool Lime Street.
0:17:11 > 0:17:16I've met you in the middle. There's many militant train managers out there.
0:17:20 > 0:17:23There are probably some train managers who would scream at that and go,
0:17:23 > 0:17:26"Oh my God! What's he doing? Get him off!"
0:17:26 > 0:17:30At the end of the day, don't sweat the small stuff, I think,
0:17:30 > 0:17:35so you've just got to keep a nice calm and relaxed atmosphere.
0:17:35 > 0:17:38He says, wiping his brow.
0:17:38 > 0:17:39Having to reapply the bronzer!
0:17:39 > 0:17:41HE LAUGHS
0:17:43 > 0:17:48The railway industry says rising ticket prices means more money for improvements.
0:17:48 > 0:17:51Including hi-tech Pendolino trains
0:17:51 > 0:17:54designed to speed around the corners of this Victorian line
0:17:54 > 0:17:56and cut journey times.
0:17:59 > 0:18:01I call them the Ferrari of the railways.
0:18:02 > 0:18:05This is Mac 2. This is full speed.
0:18:07 > 0:18:13Train driver Ross has been driving the West Coast Main Line for the past 12 years.
0:18:13 > 0:18:16Some days I think, right, fuck it, I'm going to do 125
0:18:16 > 0:18:19and I'm going to full brake, full speed,
0:18:19 > 0:18:24then other days I might chill out, give the passengers a good ride.
0:18:26 > 0:18:28Luckily I'm in a good mood today!
0:18:33 > 0:18:35Hello! Like anything to eat, sir?
0:18:35 > 0:18:38We have the chilli beef or the goats cheese tart
0:18:38 > 0:18:40or we have the cold options.
0:18:40 > 0:18:41Chilli beef.
0:18:41 > 0:18:46It's one o'clock in first class and customer service manager Jo Costello
0:18:46 > 0:18:49is on lunch duty.
0:18:49 > 0:18:50Hi honey, I'm home!
0:18:52 > 0:18:54Jo and her team serve several hot and cold options
0:18:54 > 0:18:57along with pudding and a cheese board.
0:18:58 > 0:19:00There's different types of people in first class.
0:19:00 > 0:19:02But all of them are first class to us!
0:19:02 > 0:19:04HE LAUGHS
0:19:05 > 0:19:09No, erm, business travellers that do it all time
0:19:09 > 0:19:12you don't see any sort of reaction from what we offer in first class.
0:19:12 > 0:19:15It's at weekends and off-peak times,
0:19:15 > 0:19:18especially in school holidays when you've got leisure travellers on,
0:19:18 > 0:19:21you can hear people just like, "Isn't it posh?"
0:19:21 > 0:19:23"You get crisps! They're free!"
0:19:23 > 0:19:26And you know straightaway, obviously you don't say anything,
0:19:26 > 0:19:27but you just think, Oh bless.
0:19:29 > 0:19:31That's your return one.
0:19:31 > 0:19:34Sorry to disturb you if you're eating. Thank you.
0:19:35 > 0:19:37Did you notice...
0:19:37 > 0:19:40My accent! Thank you!
0:19:40 > 0:19:44I think I've got different voices for different...
0:19:44 > 0:19:49Not that I speak to people like "Y'all right?" in standard but...
0:19:54 > 0:19:57Before she joined the railways, Jo worked in a factory.
0:19:59 > 0:20:01Enjoy your dinner.
0:20:01 > 0:20:03It's given me a second lease of life, this job.
0:20:03 > 0:20:05Because I had my children young.
0:20:05 > 0:20:08I've been married 25 years. I was married at 19.
0:20:11 > 0:20:13I started a job like this, it was like, Whoa!
0:20:13 > 0:20:16It was like a new wide world!
0:20:16 > 0:20:18I'd never been on a train to London before I worked here.
0:20:18 > 0:20:21All I knew was trains went to Blackpool!
0:20:21 > 0:20:22SHE LAUGHS
0:20:22 > 0:20:24I didn't know they went there.
0:20:24 > 0:20:27I put the two ladies down cos they're sat together so you want 29.
0:20:27 > 0:20:30When I first started, I wouldn't have said boo to a goose.
0:20:30 > 0:20:34And now look at me! I don't care who I talk to. When. Where.
0:20:34 > 0:20:37Oops! What is wrong with you? Leaving your stuff out!
0:20:38 > 0:20:40Hello! Any dessert this evening?
0:20:40 > 0:20:42- Can I get a banana? - Yeah.
0:20:42 > 0:20:46Where can you look out the window and see scenes like that?
0:20:47 > 0:20:49From nobody's office can you see that.
0:20:49 > 0:20:50Only ours.
0:20:58 > 0:21:01You know the rule. All for one, one for all.
0:21:03 > 0:21:05Get it made!
0:21:05 > 0:21:09There's not many train managers you would see making other staff a brew.
0:21:09 > 0:21:12That's why I'm loved.
0:21:12 > 0:21:13LAUGHTER
0:21:14 > 0:21:19A few minutes to spare for tea is a luxury on the West Coast Main Line.
0:21:21 > 0:21:24Our day is set out to the minute.
0:21:24 > 0:21:28I don't book on at 1500, I book on at 1501.
0:21:28 > 0:21:31I'm given so many minutes to walk to the train.
0:21:31 > 0:21:33To prep the train.
0:21:34 > 0:21:36I find I'm obsessed with time myself.
0:21:36 > 0:21:40The last thing I do when I go to bed at night is look at my watch.
0:21:42 > 0:21:45Ross's Pendolino is one of the fastest trains on the network.
0:21:45 > 0:21:48But travelling at 125 miles per hour
0:21:48 > 0:21:52means it can take the length of 15 football pitches to stop.
0:21:53 > 0:21:56I killed a magpie recently.
0:21:56 > 0:22:01I'm not superstitious but I did have a bit of a "Ooh, magpie", you know.
0:22:02 > 0:22:04I've ran over some sheep.
0:22:04 > 0:22:06The mess, the smell!
0:22:08 > 0:22:10My other half, he killed a llama once.
0:22:10 > 0:22:14South West Trains down that way, there's a llama farm.
0:22:14 > 0:22:18And he ran a llama over.
0:22:18 > 0:22:21But they name llamas, they give them names.
0:22:21 > 0:22:22So he killed something with a name!
0:22:22 > 0:22:24You hit a pigeon, it's a pigeon.
0:22:25 > 0:22:30But he killed Larry or Louise or whatever they call llamas, you know.
0:22:30 > 0:22:32Lucky I'm not Buddhist.
0:22:42 > 0:22:46Trains on the West Coast Main Line are controlled by 38 signal boxes.
0:22:46 > 0:22:50And around half still use an old bells and levers system.
0:22:50 > 0:22:52BELL
0:22:53 > 0:22:56Just south of Manchester, Stockport 2 signal box
0:22:56 > 0:22:58is one of the busiest in the country.
0:23:00 > 0:23:03Signaller Martin is on the morning rush-hour shift.
0:23:05 > 0:23:06These are your levers.
0:23:06 > 0:23:09Black is normally points.
0:23:09 > 0:23:11And blue is a lock bar traditionally.
0:23:12 > 0:23:14The red ones are your signals.
0:23:14 > 0:23:16The white ones are redundant now,
0:23:16 > 0:23:18they're for bits of railway that don't exist any more.
0:23:21 > 0:23:26On this giant train set, Martin uses the Victorian levers to switch the points
0:23:26 > 0:23:28and signal trains into each section of the line.
0:23:29 > 0:23:33It's probably one of the safest systems we've got.
0:23:33 > 0:23:35It looks old fashioned but it works.
0:23:35 > 0:23:37BELL
0:23:38 > 0:23:42Martin communicates with signal boxes up the line by bell.
0:23:42 > 0:23:44BELLS
0:23:48 > 0:23:50Bit of sarcastic bell ringing there.
0:23:50 > 0:23:54You can often tell who's on at a certain signal box by the way they ring bells.
0:23:54 > 0:23:57Believe it or not. You can tell who's in a good mood, a bad mood.
0:23:57 > 0:24:00- INTERVIEWER:- How could you tell that was a sarcastic bell?
0:24:00 > 0:24:03Cos it was a two and a very long pause and a one.
0:24:03 > 0:24:05So I've obviously done something somewhere to upset him
0:24:05 > 0:24:07and he's letting me know.
0:24:07 > 0:24:08BELL
0:24:11 > 0:24:14He's all right now, he's back in a good mood again.
0:24:17 > 0:24:19In time, Martin's signal box
0:24:19 > 0:24:22will be replaced by a computerised control room.
0:24:23 > 0:24:26I've been in them and sat in them and had a look at them.
0:24:26 > 0:24:29And it looks artificial to me.
0:24:29 > 0:24:31It looks very sterile environment.
0:24:31 > 0:24:34This is more organic, if that's the right word.
0:24:34 > 0:24:38This to me is like real signalling, what's left of it, anyway.
0:24:38 > 0:24:40This is proper railway.
0:24:50 > 0:24:55London's Euston Station, and it's the day before the Easter Bank Holiday.
0:24:57 > 0:25:00Passengers are waiting for the first off-peak train of the evening.
0:25:00 > 0:25:03With fares that can be hundreds of pounds cheaper.
0:25:04 > 0:25:06I can feel it, though, the tension.
0:25:06 > 0:25:08I can feel them standing there, looking up at the board.
0:25:08 > 0:25:10Ready to go either way.
0:25:10 > 0:25:14Taking off their high heels so they can run quicker to get a seat!
0:25:15 > 0:25:19Here they come! You can hear them coming around that corner.
0:25:19 > 0:25:20It's a rumbling.
0:25:20 > 0:25:22Thank you. Do you hear it?
0:25:24 > 0:25:27If you had safari music to rush hour at Euston.
0:25:27 > 0:25:30People running, scrapping, grabbing a seat.
0:25:30 > 0:25:33Not being embarrassed to react.
0:25:33 > 0:25:36You'd be like, Oh my gosh. If your mother was here.
0:25:36 > 0:25:39That's all I want to say. If your mother was here, young man!
0:25:41 > 0:25:43We've got families travelling to holidays. Thank you.
0:25:43 > 0:25:47We've got the commuters that travel up every day.
0:25:47 > 0:25:49And they just keep on coming.
0:25:57 > 0:26:00Is anybody travelling to Manchester?
0:26:00 > 0:26:04I have the 18.57 going out off of 16.
0:26:04 > 0:26:07This is going to be standing room only for many of you.
0:26:09 > 0:26:14I'm just going to run ahead and see if I can find you some seats real quick. OK?
0:26:15 > 0:26:16This is jam packed.
0:26:16 > 0:26:18Shit!
0:26:18 > 0:26:20It's so busy.
0:26:21 > 0:26:22And there's already buggies.
0:26:22 > 0:26:26Guys, there's already buggies in all the areas that we have buggies.
0:26:26 > 0:26:29If you don't have a seat reservation we can't let you on.
0:26:29 > 0:26:31It's past standing room only.
0:26:31 > 0:26:32WHISTLE
0:26:39 > 0:26:43Tucked away in an office upstairs, staff are overseeing the exodus.
0:26:43 > 0:26:45From Euston control room.
0:26:45 > 0:26:48Yes, please. Thanks very much. Thanks, bye.
0:26:48 > 0:26:50Hello, Euston.
0:26:50 > 0:26:54Maundy Thursday is the busiest day of the year. Busier than Christmas.
0:26:54 > 0:26:55Busier than New Year.
0:26:55 > 0:26:57It's an awful lot of trains to run.
0:26:57 > 0:27:00And it just takes one minor problem
0:27:00 > 0:27:02and just throws everything out.
0:27:02 > 0:27:05Yeah, one tango 38.
0:27:05 > 0:27:07So that's thrown us a bit as well.
0:27:07 > 0:27:10It has to stay on that diagram come what may.
0:27:10 > 0:27:13Thank you. Hi there.
0:27:13 > 0:27:16I have to stop. I have to unpack.
0:27:16 > 0:27:19I have to get out all my tickets and show them
0:27:19 > 0:27:20rather than sitting there on the train
0:27:20 > 0:27:22showing them as they go by.
0:27:22 > 0:27:25- Thank you. Thanks very much. - Thanks.
0:27:26 > 0:27:28They're upset they have to show us their tickets.
0:27:28 > 0:27:31If we ask for any supporting documents
0:27:31 > 0:27:33like there's a railcard discount so we ask for railcards,
0:27:33 > 0:27:35people get grumpy about that.
0:27:36 > 0:27:38Hi, sir. Come on over.
0:27:38 > 0:27:41- I'm in a rush. - No, come back! Sir!
0:27:41 > 0:27:43Please come back here!
0:27:46 > 0:27:48Where's your railcard? Thanks.
0:27:50 > 0:27:51Little stinker.
0:27:51 > 0:27:54I think when people enter the rail station
0:27:54 > 0:27:56they think time ticks quicker than it does.
0:27:56 > 0:28:00Like they come down, and they're like, "It's leaving!"
0:28:00 > 0:28:05And you're like, "You've got ten minutes! It's all right! You'll make it!"
0:28:06 > 0:28:11Sometimes the common sense gets left at the door unfortunately.
0:28:14 > 0:28:18The 18.40 service to Manchester is about to leave.
0:28:18 > 0:28:22- Is that your seat reservation? 6.36?- Yes.
0:28:22 > 0:28:25I don't know why it's not on the screen. I figured it was the 6.40.
0:28:25 > 0:28:28Because it was 6.36 this morning, my love.
0:28:28 > 0:28:29You're joking?
0:28:30 > 0:28:33That's 18.40. We work in train time.
0:28:34 > 0:28:38- Sorry. I'm just a bit stressed. - That's OK. We'll get it figured out.
0:28:38 > 0:28:41OK, let's talk to the train manager. OK?
0:28:42 > 0:28:44Bummer, huh?
0:28:44 > 0:28:47Was wondering why the 6.36 wasn't showing on the board.
0:28:47 > 0:28:50- I've explained the 24 hour clock. - You know what you've done?
0:28:50 > 0:28:52OK, yeah, jump on this one.
0:28:52 > 0:28:55- You've come at the right time. - Thank you so much.
0:28:55 > 0:28:58- Just 12 hours late. - I'm just 12 hours late.
0:28:58 > 0:28:59I'm stupid!
0:29:01 > 0:29:03- Thank you. - No problem. Have a good trip.
0:29:04 > 0:29:07No worries. Oopsi-doodle.
0:29:08 > 0:29:11For me it's just a ticket. For that person they might be seeing their mom
0:29:11 > 0:29:13for the first time in six months.
0:29:13 > 0:29:16They're either going home or they're going someplace where
0:29:16 > 0:29:19their family is or their friends are.
0:29:19 > 0:29:20It's not mundane for them.
0:29:20 > 0:29:23So I just try to remember that for everybody.
0:29:31 > 0:29:33While passengers start their Bank Holiday weekend,
0:29:33 > 0:29:3635 miles up the track at Leighton Buzzard,
0:29:36 > 0:29:39railway workers start the night shift.
0:29:44 > 0:29:47Engineering work is necessary every night of the year
0:29:47 > 0:29:50to keep the West Coast Main Line in working order.
0:29:50 > 0:29:53See what you're up to. See what you're doing to my railway.
0:29:53 > 0:29:59It's Network Rail manager Jane Simpson who has to ensure the entire line is up to scratch.
0:29:59 > 0:30:01There's more trains, the heavy trains,
0:30:01 > 0:30:04they're fast trains, they're tilting trains.
0:30:04 > 0:30:08It's hammered and we have less and less time to maintain the track.
0:30:09 > 0:30:13All works have strict deadlines and Jane risks paying heavy compensation
0:30:13 > 0:30:15to the train companies if they overrun.
0:30:17 > 0:30:18Where do you want us to stop?
0:30:18 > 0:30:22But with more trains on the West Coast Main Line than ever before,
0:30:22 > 0:30:25the window for maintenance is smaller.
0:30:26 > 0:30:29Tonight they have just seven hours 20 minutes
0:30:29 > 0:30:31to replace a section of worn-out rail.
0:30:31 > 0:30:33It's like the orange underworld.
0:30:33 > 0:30:36It's like that funny little club where you each have a wave.
0:30:36 > 0:30:40But work can't begin until the last Euston train passes through.
0:30:42 > 0:30:44And the team have just heard it's running late.
0:30:44 > 0:30:47We've got to cut in by ten to one.
0:30:47 > 0:30:49It's absolutely essential we need to cut in by ten to one.
0:30:49 > 0:30:52If we don't hit that time it's dangerous to continue
0:30:52 > 0:30:54because it means a guaranteed overrun.
0:30:54 > 0:30:57So there's a whole critical path of activities that need to be done
0:30:57 > 0:30:59so one missed T2
0:30:59 > 0:31:04results in a whole domino effect of problems further down the line.
0:31:04 > 0:31:06So we've got 20 minutes to sort this out now?
0:31:06 > 0:31:07Er, yes, roughly.
0:31:09 > 0:31:13If it gets to a point where it is an hour late,
0:31:13 > 0:31:15we may just say we can't get the work done.
0:31:16 > 0:31:20It costs us about £175,000 a shift.
0:31:20 > 0:31:23So if I lose a shift it's very costly.
0:31:27 > 0:31:32At Euston, staff know that holding a train for just two extra minutes
0:31:32 > 0:31:34can throw the schedule for the rest of the night.
0:31:34 > 0:31:36WHISTLE
0:31:39 > 0:31:41- One more minute! - Let's see your ticket.
0:31:41 > 0:31:48I just buy the tickets so I'm late! Only 30 minutes! Please! I need...
0:31:48 > 0:31:50The doors are locked, the train's about to go.
0:31:50 > 0:31:53OK!
0:31:53 > 0:31:58No, no, can't go on it. The train's going. Can't go on it.
0:31:58 > 0:32:03- But I have arrived here before. - You've missed this one completely.
0:32:03 > 0:32:05You should have been here two or three minutes ago.
0:32:05 > 0:32:09I have been here, talking to him! One minute here before!
0:32:09 > 0:32:13Madam, the doors close two minutes before the train's due to go
0:32:13 > 0:32:15to allow the train to leave on time.
0:32:15 > 0:32:17So why you sell the tickets then?
0:32:17 > 0:32:20We can sell the ticket to anyone at any time, madam.
0:32:20 > 0:32:23You'll refund my tickets then.
0:32:23 > 0:32:24Go to the ticket office.
0:32:24 > 0:32:28They'll refund your ticket and let you know what the best way to go is.
0:32:33 > 0:32:36- Oh! Coming back! - Can you come with me, please?
0:32:36 > 0:32:38To refund my tickets!
0:32:38 > 0:32:41Do you have a place to stay here in town?
0:32:43 > 0:32:46Do you want my help cos I'm happy to help but I need you to talk to me.
0:32:47 > 0:32:51So you can get your discount or you can get your refund, OK?
0:32:51 > 0:32:54And then you have the Caledonian going out tonight if you want to take that.
0:32:54 > 0:32:57You can sleep on the train then you'll get in tomorrow morning.
0:32:57 > 0:32:59Or we have a train going out tomorrow morning.
0:32:59 > 0:33:03And if you catch that you'll get in tomorrow afternoon. OK?
0:33:03 > 0:33:07I have two babies. One is two years old.
0:33:07 > 0:33:09One is six months.
0:33:10 > 0:33:15And I miss them and I cannot go home tonight.
0:33:17 > 0:33:21It's hard, I understand. I can only imagine. Miserable feeling.
0:33:27 > 0:33:31At Leighton Buzzard, the last train passes Jane and the team
0:33:31 > 0:33:33just in time to make the start of the shift.
0:33:33 > 0:33:35It's like Thunderbirds!
0:33:35 > 0:33:38It does look like Thunderbirds are go, doesn't it!
0:33:40 > 0:33:44- It's going to be tight but we should be OK.- Yeah.
0:33:47 > 0:33:50Just made the ten to one cut-off.
0:33:50 > 0:33:53So that's really good news that the shift can go ahead tonight.
0:33:56 > 0:33:58That is the track relaying train.
0:33:58 > 0:34:01It's picking up old sleepers and old rails
0:34:01 > 0:34:03and putting in new sleepers and new rail.
0:34:08 > 0:34:12It'll take 40 men until dawn to replace the section of track.
0:34:15 > 0:34:18If we had to do this manually or by conventional methods,
0:34:18 > 0:34:22we'd only get half if half of what we achieve tonight.
0:34:23 > 0:34:25My ten-year-old would love this!
0:34:27 > 0:34:31When I bought him the little wooden Brio train set when he was a child,
0:34:31 > 0:34:34he had these Playmobile people standing round it.
0:34:34 > 0:34:35I said, "What are all those doing?"
0:34:35 > 0:34:38He said, "Mummy, they're working on the railway like you do."
0:34:38 > 0:34:39Cool!
0:34:43 > 0:34:47There'll be another 100 nights like this before all the worn out rail is replaced
0:34:47 > 0:34:49between Northampton and London.
0:34:56 > 0:35:02- TANNOY:- The 09.15 Northern service to Hadfield will now depart from platform 4.
0:35:03 > 0:35:06It's morning rush hour at Manchester Piccadilly.
0:35:08 > 0:35:11Bristol train, platform 6. Which is that one just there.
0:35:11 > 0:35:13Next set of stairs, downstairs.
0:35:17 > 0:35:19As much as some people moan about being in here sometimes,
0:35:19 > 0:35:22I genuinely love my job and enjoy it
0:35:22 > 0:35:25which, on the record, you know, I do quite like the odd train.
0:35:26 > 0:35:30- Do you know where I can buy ticket? - Ticket office.
0:35:30 > 0:35:32Yeah. OK.
0:35:34 > 0:35:35You're welcome(!)
0:35:35 > 0:35:37- Hello! - Hi, mate. The next train to Euston?
0:35:37 > 0:35:40Will be at 13.55 if you're sharpish, platform 7.
0:35:43 > 0:35:45It does irritate me.
0:35:45 > 0:35:51I wouldn't dream of asking anybody for anything and not utilising some manners at least.
0:35:51 > 0:35:54You're seen as a uniform, not actually a person.
0:35:54 > 0:35:56Next train to Darlington?
0:35:56 > 0:36:00To Darlington? 17.56. Platform numero 3.
0:36:00 > 0:36:03- Thank you very much. - No worries, pal.
0:36:03 > 0:36:05See? Why can't everybody be like that?
0:36:05 > 0:36:10Just be, "You know what, mate. Nice one. Thank you for doing the job you do."
0:36:16 > 0:36:20Everybody just wants to go home now. Nobody's bothered about anyone else.
0:36:20 > 0:36:22You can make as many announcements as you want
0:36:22 > 0:36:25to say shuffle back from the platform edge, let people off first.
0:36:25 > 0:36:28No, they just want to get on and go home. Not bothered.
0:36:30 > 0:36:31WHISTLE
0:36:31 > 0:36:34- Hello.- I bought this ticket. Is this what I need to get on the train?
0:36:34 > 0:36:36It is indeed. 19.15. Platform 5.
0:36:36 > 0:36:39Which end will the first class be on?
0:36:39 > 0:36:41- It'll be the far end. - The far end. Thank you.
0:36:43 > 0:36:46Did he sound like Kermit the Frog or is it just me?
0:36:46 > 0:36:48Kermit the Frog! Hello!
0:36:50 > 0:36:54- Do you know when the next train to Wigan is?- Twenty past eight.
0:36:54 > 0:36:56- What? - You've just missed one.
0:36:56 > 0:36:58- Is there not one at quarter to? - Hello.
0:36:58 > 0:37:00- Going to Wilmslow, please. - Wilmslow.
0:37:01 > 0:37:05I keep doing them burps. 19.30. Platform number 8.
0:37:05 > 0:37:07Oh my God. Isn't there no train before that?
0:37:07 > 0:37:10- No, it's the next one. - Sorry?- That's the next one.
0:37:10 > 0:37:14- I'm pretty certain, yeah. - I thought there was one earlier.
0:37:14 > 0:37:17- Not another train or anything? - It's only 24 minutes!
0:37:17 > 0:37:20- Honest to God? - Yeah. You just missed one.
0:37:20 > 0:37:22OK?
0:37:22 > 0:37:24It's not that much of a shock. Christ!
0:37:26 > 0:37:27Everybody's in such a rush.
0:37:27 > 0:37:30"I've got to be there now, man! I've got to go!"
0:37:30 > 0:37:33I avoid queuing up and asking people for things now.
0:37:33 > 0:37:35Because I know what it's like to be sat here.
0:37:35 > 0:37:38Did you say there was one from Victoria at quarter to?
0:37:38 > 0:37:41No, not at quarter to.
0:37:43 > 0:37:44It's at ten past the hour.
0:37:44 > 0:37:46So...
0:37:50 > 0:37:53Saying I once heard, it's nice to be important but it's important to be nice.
0:37:55 > 0:37:58I've had enough of the lot of you!
0:37:58 > 0:37:59HE LAUGHS
0:38:09 > 0:38:12Matt is on the 13.06 Birmingham service to London.
0:38:16 > 0:38:18All tickets, please.
0:38:18 > 0:38:22As train manager, his role involves more than checking tickets.
0:38:22 > 0:38:27He's also responsible for the safety of all passengers and crew.
0:38:27 > 0:38:30And he's the first port of call when there's a problem on board.
0:38:30 > 0:38:33That's very hard braking, that one.
0:38:33 > 0:38:38When the brakes go on like that, you expect the driver to bing bong you.
0:38:38 > 0:38:40If it does then... Fingers crossed.
0:38:44 > 0:38:46Hi, driver. You all right?
0:38:47 > 0:38:49Oh, right, thank you, cheers.
0:38:51 > 0:38:55The driver has got a dragging brake in coach G.
0:38:55 > 0:38:58So that might mean I have to do rotation tests
0:38:58 > 0:39:00which means going on to the track.
0:39:00 > 0:39:02This is Matt, your train manager speaking.
0:39:02 > 0:39:04I've just spoken to the driver of the train.
0:39:04 > 0:39:08He's currently investigating a possible technical problem with the train at the moment.
0:39:08 > 0:39:12We'd like to apologise for the delay that's incurred today
0:39:12 > 0:39:14and any inconvenience this may cause.
0:39:14 > 0:39:16Please await further announcements. Thank you.
0:39:19 > 0:39:21- INTERVIEWER: - How's that going to go down?
0:39:22 > 0:39:25Er, we're only on minute two so fine now.
0:39:25 > 0:39:29And then it just goes like... It's like a boiling kettle.
0:39:29 > 0:39:31Can you imagine I've just turned the kettle on.
0:39:31 > 0:39:33It's just fizzing.
0:39:33 > 0:39:37As it goes towards the end of the cycle, big bubbles!
0:39:40 > 0:39:43I'll just pop this on anyway. Or I'll take it with me.
0:39:43 > 0:39:46And then hang around the driver
0:39:46 > 0:39:51should he require me to do some exciting trackside challenge!
0:39:53 > 0:39:54Hello!
0:39:55 > 0:39:57OK, on my way. Thanks.
0:39:59 > 0:40:01Driver requires my assistance.
0:40:03 > 0:40:07And I'm thinking it's not to make him a brew.
0:40:09 > 0:40:12Obviously I feel sorry for people that are being delayed
0:40:12 > 0:40:15but I do like a bit of drama sometimes.
0:40:15 > 0:40:16Is that bad?
0:40:18 > 0:40:19Thank you.
0:40:20 > 0:40:22I've got to do this rotational test.
0:40:22 > 0:40:24I'll watch you out, I'll shut my door.
0:40:24 > 0:40:26I'll look out the window here.
0:40:26 > 0:40:28You've got to mark the wheel, make sure they're turning.
0:40:28 > 0:40:30Both wheels if you can.
0:40:30 > 0:40:32And once we've done that I'll put my head back out.
0:40:32 > 0:40:34I'll move about ten yards.
0:40:34 > 0:40:35It's the first ever, first ever.
0:40:35 > 0:40:40- With a running line. Well, not a running line.- It's mine as well!
0:40:40 > 0:40:43Mind the step there, OK?
0:40:43 > 0:40:44Do you want me to come with you?
0:40:44 > 0:40:48Which wheels? Yeah, please, yeah.
0:40:50 > 0:40:53From trackside Matt can check whether the brakes are working.
0:40:59 > 0:41:03Why would someone move the train about 20 inches?
0:41:03 > 0:41:07We're going from Coventry to the capital city, yeah?
0:41:07 > 0:41:10And it ain't working, is it?
0:41:10 > 0:41:13Hi there, it's Matt the train manager on 1-Bravo-4-6.
0:41:13 > 0:41:16I know! I'm enjoying it, though, it's dead exciting!
0:41:20 > 0:41:25- TANNOY:- Once again apologies to customers travelling on the Virgin services today.
0:41:26 > 0:41:28150 miles away at Euston,
0:41:28 > 0:41:31Matt's broken down train is already causing chaos.
0:41:33 > 0:41:35With trains scheduled so tightly together,
0:41:35 > 0:41:38a massive traffic jam quickly builds.
0:41:39 > 0:41:44And this afternoon, Matt's train isn't the only problem on the West Coast Main Line.
0:41:44 > 0:41:46There's a track circuit failure outside the station.
0:41:46 > 0:41:49There's two failed trains further up the line and a points failure.
0:41:49 > 0:41:52- Oh good (!)- How long do you reckon it's going to be?
0:41:52 > 0:41:55- So far it's been 15 minutes to an hour.- An hour?!
0:41:55 > 0:41:5733 is cancelled.
0:42:00 > 0:42:01Euston.
0:42:01 > 0:42:03Absolutely mental today.
0:42:03 > 0:42:07I came in, it was all simmering nicely, it was calm. Suddenly, bang.
0:42:07 > 0:42:14You just announced that the 14 minutes past was going to all the stations as the 54 one.
0:42:14 > 0:42:17On the screens it's not saying that so I don't want to get on it.
0:42:19 > 0:42:21Bravo 2 to all Virgin platform staff.
0:42:21 > 0:42:23Please advise all departing drivers
0:42:23 > 0:42:25not to go above notch 3 between Euston and...
0:42:25 > 0:42:28Ring back in ten minutes, we might have something for you.
0:42:29 > 0:42:33Just got a message to run like a maniac to platform 16 for the Hemel Hempstead train.
0:42:33 > 0:42:39Loads of us run down there to see the guard letting a half-empty train go.
0:42:39 > 0:42:41We said, "What are you doing?" He said, "It's running late."
0:42:41 > 0:42:43It's a farce!
0:42:46 > 0:42:49Very busy. Disruptions always cause busy-ness.
0:42:49 > 0:42:51It's been challenging to say the least.
0:42:53 > 0:42:56Platforms are occupied so everything's getting re-platformed.
0:42:56 > 0:42:58So everyone's trying to juggle it all at once.
0:42:58 > 0:43:01Then you've got staff not knowing where they're supposed to go.
0:43:01 > 0:43:04Where the drivers and TMs should be.
0:43:04 > 0:43:08You've got to get them in the right place so it's a pain in the...
0:43:08 > 0:43:09What we looking for?
0:43:09 > 0:43:12I need to get to Shrewsbury. Is there no way?
0:43:12 > 0:43:17It is a relatively awful service, isn't it? I do feel sorry for you.
0:43:17 > 0:43:19They're probably not paying you enough anyway.
0:43:22 > 0:43:25On Matt's train, the driver has confirmed the brakes are fine
0:43:25 > 0:43:28and it was just a computer glitch.
0:43:28 > 0:43:29And they're finally on their way.
0:43:29 > 0:43:32I have got a bit of an adrenalin buzz over that, I really have!
0:43:34 > 0:43:38But passengers are now over an hour late getting to London.
0:43:38 > 0:43:43- We're going to the palace. - To the tea party.- The tea party.
0:43:43 > 0:43:47- You can't be late for the queen, can you?- Goodness me, no!
0:43:48 > 0:43:50She won't start without us, she's very good.
0:43:52 > 0:43:56Ladies and gentlemen, you won't believe this but this service is now arriving into London Euston.
0:43:56 > 0:43:59I do apologise for the severe delay to your journey.
0:43:59 > 0:44:03Thanks for travelling with us, hopefully in better circumstances next time.
0:44:05 > 0:44:09The train's arrived but the knock-on delays will continue for the rest of the evening.
0:44:18 > 0:44:20Hold ups in one part of the country
0:44:20 > 0:44:23cause ripple effects that can be felt hundreds of miles away.
0:44:25 > 0:44:29Birmingham New Street is Britain's busiest interchange station.
0:44:29 > 0:44:33Today, passengers are waiting for late-running trains.
0:44:33 > 0:44:35And staff in the signal box
0:44:35 > 0:44:38think an incident over 100 miles away is to blame.
0:44:42 > 0:44:431-0-4-7.
0:44:44 > 0:44:47Due to a fatality somewhere down Exeter.
0:44:47 > 0:44:49A fatality.
0:44:49 > 0:44:51Exeter. OK.
0:44:51 > 0:44:56That's affected all the trains in Exeter and the trains that are now affecting us.
0:44:56 > 0:44:58But Exeter, what are you looking at? 150 miles away?
0:44:58 > 0:45:01So an incident that's happened in Exeter
0:45:01 > 0:45:05is now affecting us in the Birmingham area at 12 o'clock already.
0:45:06 > 0:45:10It's Satnam's job to find out the reason behind every single delay.
0:45:10 > 0:45:13Not just to keep the passengers informed
0:45:13 > 0:45:15but because for every minute a train is delayed,
0:45:15 > 0:45:18there's a fine of up to £200.
0:45:18 > 0:45:22And there are complex rules about whether the train company
0:45:22 > 0:45:26or Network Rail, in charge of track and signalling, foots the bill.
0:45:26 > 0:45:30It's all in monetary terms because the train operating company,
0:45:30 > 0:45:32if it's their fault, they have to pay.
0:45:32 > 0:45:35If it's Network Rail's fault, i.e. infrastructure problems,
0:45:35 > 0:45:36then we have to pay.
0:45:36 > 0:45:40So the end cause is to try to save money.
0:45:40 > 0:45:43- INTERVIEWER: - So who's the fatality down to?
0:45:43 > 0:45:46At the moment, a fatality, that's going to be down to Network Rail.
0:45:46 > 0:45:49So Network Rail will take the cost.
0:45:50 > 0:45:54This is the bible and this tells you all the reasons that the trains are late.
0:45:55 > 0:45:57The easiest one, signal failure.
0:45:57 > 0:46:01Which is IA. And I think everybody knows that one.
0:46:01 > 0:46:05Trespass, young children, in holiday times.
0:46:05 > 0:46:07Network Rail get the costs for that.
0:46:07 > 0:46:10Animal incursion, animals on the line,
0:46:10 > 0:46:12lightning strikes, you can have lightning strikes.
0:46:12 > 0:46:16Bird strikes. It all depends on the size of the bird.
0:46:16 > 0:46:19If a bird is bigger than a pheasant, obviously,
0:46:19 > 0:46:21then Network Rail will pay for costs
0:46:21 > 0:46:24and if it's smaller than a pheasant they'll hit the train operating companies
0:46:24 > 0:46:28because Network Rail can't be accountable for flying birds.
0:46:28 > 0:46:30The pheasant is the benchmark.
0:46:30 > 0:46:35Anything that's bigger than a pheasant, we'll take the hit.
0:46:35 > 0:46:38- INTERVIEWER:- Literally! - Yes!
0:46:38 > 0:46:40So you've got 12 pages.
0:46:45 > 0:46:48That is... It's been nicknamed... There's two names on it.
0:46:48 > 0:46:51It's a Dennis and Beech beating stick.
0:46:51 > 0:46:56So if they make mistakes, the signal men, I've got the use of this,
0:46:56 > 0:46:58to make sure that they do correctly.
0:46:58 > 0:47:00Dennis is on the middle screen but he's done pretty good today.
0:47:00 > 0:47:04I haven't had to beat him today so he's been working well today.
0:47:04 > 0:47:06HE LAUGHS
0:47:08 > 0:47:11BELL
0:47:13 > 0:47:15Some people would say it's a culture of blame,
0:47:15 > 0:47:17some would say a culture of accountability,
0:47:17 > 0:47:20depending what they're getting out of it or what they stand to lose.
0:47:21 > 0:47:26You've got a table of people all trying to apportion blame to each other.
0:47:26 > 0:47:28And then the bottom man, me, or the driver,
0:47:28 > 0:47:31or the guard or some other signal man,
0:47:31 > 0:47:34he gets his bum kicked.
0:47:36 > 0:47:39We're just easy people to blame when something goes wrong.
0:47:39 > 0:47:42We're all aware of that and all watching our backs now
0:47:42 > 0:47:44in a way that we never used to have to.
0:47:46 > 0:47:49It can be more than stress sometimes, it can be serious anxiety.
0:47:49 > 0:47:52I've lost a lot of sleep over it.
0:47:54 > 0:47:55BELL
0:47:57 > 0:48:00Delayed minutes aren't the only change Martin's noticed
0:48:00 > 0:48:02during his nearly 30 years on the railway.
0:48:04 > 0:48:07In the house as a kid, we never wore shoes and socks.
0:48:07 > 0:48:11But my boss now, Dave, he had a long-winded campaign against me
0:48:11 > 0:48:15not wearing shoes and socks for health and safety issue.
0:48:15 > 0:48:18He started sending spies up to check up on me.
0:48:18 > 0:48:23So eventually I had to bite the bullet and wear shoes and socks.
0:48:23 > 0:48:27As you can see, I always wear shoes and socks in the signal box.
0:48:38 > 0:48:42It's May Bank Holiday and the West Coast main line is closed.
0:48:42 > 0:48:44There was a train running across that a few hours ago.
0:48:44 > 0:48:47HORN
0:48:47 > 0:48:49Sounds like Thomas the Tank. Beep beep!
0:48:50 > 0:48:51Sounds like Gordon shunting in the yard.
0:48:51 > 0:48:55Major planned engineering works here at Hertford junction
0:48:55 > 0:48:58mean no trains will run south from Manchester or Liverpool
0:48:58 > 0:49:00for the next two days.
0:49:00 > 0:49:03- Can we drop any machines in yet? - I'll ask them how long.
0:49:03 > 0:49:06- We can start dropping in, though, can't we?- As soon as it goes past.
0:49:06 > 0:49:09This fucking... That rail's in the way.
0:49:09 > 0:49:11- That's in the fucking way. - The ladders?- Yeah.
0:49:12 > 0:49:16Working around the clock, Andy and the team have just 56 hours
0:49:16 > 0:49:19to overhaul the layout of this complex junction.
0:49:19 > 0:49:22Lads! Lads! Right!
0:49:24 > 0:49:27Once finished, trains will run faster over the points.
0:49:27 > 0:49:30Andy, how far we got to go, mate?
0:49:30 > 0:49:32Squeezing a few extra minutes from the schedule.
0:49:32 > 0:49:35Just move them whackers over a bit, please.
0:49:35 > 0:49:38Just jump on this, quick. Will you jump on that for us quick?
0:49:40 > 0:49:43That'll do. Drop them there, son. Cheers, Keith, ta.
0:49:43 > 0:49:48Network Rail has spent months planning and giving advance warning there'd be no trains.
0:49:48 > 0:49:50Keep it coming, nice and slow.
0:49:52 > 0:49:54Might have to lift it a bit more there, mate.
0:49:54 > 0:49:56To get over them whackers.
0:49:56 > 0:50:00But despite the closures, the FA chose this weekend for the cup final at Wembley
0:50:00 > 0:50:03between Liverpool and Chelsea.
0:50:03 > 0:50:05Much to the dismay of the Liverpudlians.
0:50:05 > 0:50:07I don't want to talk about it.
0:50:07 > 0:50:10Couldn't get leave and all the other lads got leave.
0:50:10 > 0:50:13Couple have gone. I just spoke to my mate then, gone to Wembley.
0:50:13 > 0:50:15So I'm here.
0:50:15 > 0:50:17I've got two phones. One of my mates is going to ring me,
0:50:17 > 0:50:19and tell me how it's getting on.
0:50:21 > 0:50:23Come on, Liverpool's biggest fan.
0:50:24 > 0:50:27- Here when his side's in the cup final.- Fuck off, knobhead.
0:50:31 > 0:50:36At Euston, it's an unusually quiet Saturday night.
0:50:36 > 0:50:39Not everyone has heard the West Coast Main Line is closed.
0:50:40 > 0:50:43- I don't think there's any trains for tomorrow to Manchester.- What?
0:50:44 > 0:50:47- There's no trains to Manchester tonight.- Not tonight.
0:50:48 > 0:50:53Liverpool fans arrive after the match expecting to catch a train home.
0:50:53 > 0:50:58Their team's just lost the FA Cup. And now they're stranded.
0:50:58 > 0:51:00- No trains tonight, sir. - Are you serious?
0:51:00 > 0:51:02Yes, sir.
0:51:03 > 0:51:05- You are serious, aren't you? - No more trains.
0:51:05 > 0:51:07Now I'm fucked!
0:51:07 > 0:51:09There's no trains. It's been advertised for ages.
0:51:11 > 0:51:13We can't get home.
0:51:13 > 0:51:17So now we've got to pay mega millions of pounds to stay in London.
0:51:17 > 0:51:19And we've just had a lousy Chinese.
0:51:19 > 0:51:21LAUGHTER
0:51:21 > 0:51:23It gets worse as the night goes on!
0:51:23 > 0:51:25That's all we've got to show for today.
0:51:27 > 0:51:29They don't care about Scousers.
0:51:29 > 0:51:32They just go, you get on with it.
0:51:33 > 0:51:35Got no more money left, nowhere to stay.
0:51:35 > 0:51:39So it looks like I'm going to have to stay at yours.
0:51:39 > 0:51:41You'll have to put us up.
0:51:51 > 0:51:53It's Sunday morning.
0:51:53 > 0:51:55All clear at the back. All clear at the back.
0:51:55 > 0:51:59The team are halfway through the engineering work.
0:51:59 > 0:52:02All clear at the back. All clear at the back.
0:52:06 > 0:52:10At Euston, passengers still arrive oblivious to the limited train schedule.
0:52:11 > 0:52:13Going to Warrington Bank Quay.
0:52:15 > 0:52:17- You've got a journey and a half. - Oh no.
0:52:17 > 0:52:20Can you tell me what the first train out to Hemel Hempstead is today?
0:52:20 > 0:52:25Your next train to Hemel won't be until after two o'clock.
0:52:25 > 0:52:30Why could I buy tickets for £121? And then not get on a train.
0:52:31 > 0:52:32I would have flown otherwise.
0:52:34 > 0:52:37Bank Holiday engineering work is never popular.
0:52:37 > 0:52:42But packed train schedules during working days mean there's no other option.
0:52:43 > 0:52:46Bravo 2 receiving.
0:52:46 > 0:52:48In theory, fewer people travel.
0:52:48 > 0:52:50And yes, it's a massive inconvenience
0:52:50 > 0:52:52for customers who want to travel.
0:52:52 > 0:52:54It's one of those things. It has to be done.
0:52:54 > 0:52:59And it's very hard trying to get it done without inconveniencing somebody,
0:52:59 > 0:53:01and it's trying to do it at the best possible time.
0:53:01 > 0:53:05There's no easy way without inconveniencing somebody.
0:53:05 > 0:53:08Hello! You look really distressed.
0:53:08 > 0:53:11I'm massively distressed. What's the deal with the Manchester trains?
0:53:11 > 0:53:13Manchester, you have to change at Nuneaton.
0:53:13 > 0:53:15You'll get there by ten to four.
0:53:15 > 0:53:18Going via Nuneaton. That's a four-hour journey.
0:53:18 > 0:53:20Fuck off!
0:53:22 > 0:53:25We can't go. They cancelled all the trains.
0:53:25 > 0:53:27OK.
0:53:27 > 0:53:31I blame the unions. How about working at night, lazy fucks!
0:53:38 > 0:53:39People think we're lazy.
0:53:39 > 0:53:43We have a job to do, we do it to the best of our ability, I'm afraid.
0:53:43 > 0:53:46Sometimes that means holding the public up but...
0:53:46 > 0:53:50What would you rather have, a train that runs properly or...
0:53:50 > 0:53:52one over in that field?
0:53:52 > 0:53:56At Hertford junction, work is running two hours behind schedule.
0:53:56 > 0:53:59The team know that if they don't reopen the line on time,
0:53:59 > 0:54:02the delays could be so big they'll become headline news.
0:54:02 > 0:54:04Are you ready to start tamping now?
0:54:04 > 0:54:08- As soon as it's profiled, yeah. - Backs against the wall!
0:54:10 > 0:54:13A lot of these guys will understand about delay and what it causes.
0:54:13 > 0:54:16You know, they all feel the pressure at some point.
0:54:17 > 0:54:20Start tamping it to lift them off the fucking clips!
0:54:20 > 0:54:22The clips will be fucking shown!
0:54:25 > 0:54:26Watch yourselves here, lads!
0:54:26 > 0:54:30There's only another eight hours to go tonight. Plenty of time.
0:54:30 > 0:54:33In just a few hours,
0:54:33 > 0:54:36the 5.58 from Glasgow will be speeding through here
0:54:36 > 0:54:37on its way to London.
0:54:38 > 0:54:40Tonight, the fairies will be in.
0:54:40 > 0:54:43Doing everything with a sprinkling of fairy dust.
0:54:44 > 0:54:47Hopefully be back running at half past nine in the morning.
0:54:48 > 0:54:49Hopefully.
0:54:50 > 0:54:51HE LAUGHS
0:55:02 > 0:55:05Up at Blea Moor, Simon knows it's only a matter of time
0:55:05 > 0:55:08before his box is also modernised
0:55:08 > 0:55:11and moved to a hi-tech signalling centre in the city.
0:55:13 > 0:55:16I can't see me having to relocate to somewhere like that.
0:55:16 > 0:55:19Looking at panels and stuff.
0:55:20 > 0:55:22It's not for me, that, I don't think.
0:55:23 > 0:55:25There's no one about, it's great.
0:55:25 > 0:55:28You can go where you want without blooming people annoying you.
0:55:34 > 0:55:36You're in your own little world.
0:55:36 > 0:55:39You can't be more in your own little world than all these idiots with mobile phones
0:55:39 > 0:55:42with these things in their ears talking all the time.
0:55:42 > 0:55:46They're in a different planet. You can't any conversation out of anyone.
0:55:46 > 0:55:49So to me it's a different version of that.
0:55:49 > 0:55:52You're in your own little world. You don't want disturbing.
0:55:52 > 0:55:54That's how I look at it.
0:55:56 > 0:55:59I wish it were a mile or so further to really put people off!
0:55:59 > 0:56:02Bit further. Totally inaccessible would be even better, like.
0:56:04 > 0:56:06It suits someone just like me.
0:56:24 > 0:56:29It's the end of the summer and at Euston there've been big changes for Jeannie.
0:56:29 > 0:56:30WHISTLE
0:56:30 > 0:56:35She's no longer checking tickets and is now working on the platforms despatching trains.
0:56:37 > 0:56:42It's been a massive change. But it's been a good change.
0:56:43 > 0:56:45Making sure that bad boy gets out on time.
0:56:45 > 0:56:48If a train goes out late, we will have people knocking on our door
0:56:48 > 0:56:50saying, "Why did that go out late?"
0:56:50 > 0:56:52Cos every minute counts.
0:56:52 > 0:56:55So it's a different type of stress.
0:56:58 > 0:57:02I would see it as promotion. I like to think of it as a promotion!
0:57:05 > 0:57:09But Jeannie's promotion hasn't brought as much security as she'd hoped.
0:57:09 > 0:57:13Virgin's franchise to run the long-distance trains has expired
0:57:13 > 0:57:15and no one knows who'll run it next.
0:57:15 > 0:57:18Least of all the staff on the front line.
0:57:19 > 0:57:21It's just the unknown.
0:57:21 > 0:57:24So I suppose it's a case of feeling a bit numb at the moment
0:57:24 > 0:57:27because you're not sure what's happening
0:57:27 > 0:57:31and whether to feel ecstatic or upset or whatever.
0:57:31 > 0:57:34It's a really strange mixed bag of emotion.
0:57:34 > 0:57:38The only certainty is they'll be handling more passengers wanting more trains
0:57:38 > 0:57:40on the West Coast Main Line.
0:57:40 > 0:57:46Whoever gets it, they're going to want us driving a lot.
0:57:46 > 0:57:48They're going to want a pound of flesh out of us.
0:57:50 > 0:57:52The trains are already faster.
0:57:52 > 0:57:54Bigger. They just want more.
0:57:55 > 0:57:57WHISTLE
0:57:57 > 0:58:01Change is scary. We don't know which way it'll go.
0:58:01 > 0:58:06So because of that I think there's some very nervous energy around the station right now.
0:58:06 > 0:58:07WHISTLE
0:58:07 > 0:58:10Time's kind of ticking away slowly.
0:58:10 > 0:58:13And normally on the railway it ticks by pretty fast.
0:58:15 > 0:58:19We always hope that the best man wins, don't we? So we'll see.
0:58:30 > 0:58:32Subtitles by Red Bee Media Ltd