0:00:03 > 0:00:06Good morning. It's me again.
0:00:06 > 0:00:09Below London's streets exists another world.
0:00:09 > 0:00:10CHEERING
0:00:10 > 0:00:14The madness is my swimming pool. I'm at home in that kind of water!
0:00:14 > 0:00:17Every day, 20,000 workers
0:00:17 > 0:00:21struggle to keep four million people on the move.
0:00:21 > 0:00:26There's a customer asleep on the platform? Get them on the train.
0:00:26 > 0:00:27And it's not easy,
0:00:27 > 0:00:31when the tube is undergoing the biggest upgrade in its history.
0:00:31 > 0:00:34You've got five minutes. I want this site cleared!
0:00:34 > 0:00:37Now, cameras will reveal an underground world
0:00:37 > 0:00:40we've never fully seen before.
0:00:40 > 0:00:4210,421 mobiles since April.
0:00:42 > 0:00:45Listen to what I'm saying. Pay-as-you-go. Yeah?
0:00:45 > 0:00:47You just went.
0:00:47 > 0:00:52- SHOUTING - This guy running up the stairs. We need to stop him!
0:00:52 > 0:00:54HORN BLARES
0:00:54 > 0:00:57That's the underground part of the city.
0:00:57 > 0:01:01London comes down here every day. It IS part of their world.
0:01:01 > 0:01:02It IS part of everyone's world.
0:01:02 > 0:01:05I love you.
0:01:14 > 0:01:18TANNOY: Late service. One minute behind.
0:01:18 > 0:01:22It's Monday morning at Seven Sisters station in North London.
0:01:22 > 0:01:25Have your tickets and passes ready for checking, please.
0:01:25 > 0:01:27Excuse me, miss. Your ticket, please.
0:01:27 > 0:01:29Ticket. Oyster?
0:01:29 > 0:01:32London Underground revenue inspectors
0:01:32 > 0:01:33are carrying out a ticket check.
0:01:33 > 0:01:36Hello. Have you got a ticket?
0:01:36 > 0:01:39I can't use the machine. I'm in a mad hurry.
0:01:39 > 0:01:43You need to go and buy a ticket. You can't just come in without one.
0:01:43 > 0:01:45I'm going to report you for fare evasion.
0:01:45 > 0:01:50You could end up going to court, and facing up to a £1,000 fine.
0:01:50 > 0:01:53- I topped it up today. - Not with this one, no.
0:01:53 > 0:01:57Working in plain clothes, Revenue inspector, Tom Brady,
0:01:57 > 0:01:59- is in charge of the operation this morning.- It's manic.
0:01:59 > 0:02:03There's not enough inspectors. You could double the amount.
0:02:03 > 0:02:06As you can see, this is a very problematic station.
0:02:06 > 0:02:09You do find an awful lot of ticketless travel.
0:02:09 > 0:02:13Basically, every train, you'll probably have three, four minimum.
0:02:13 > 0:02:15Hello, sir. See your ticket?
0:02:15 > 0:02:18PHONE RINGS Hello. Seven Sisters?
0:02:18 > 0:02:21The general problem in London now,
0:02:21 > 0:02:24where people think the whole world owes them.
0:02:24 > 0:02:29A lot of people come through there without tickets, all the time.
0:02:29 > 0:02:31They come through. "Let me through".
0:02:31 > 0:02:33I say to them, "Where's your ticket?"
0:02:33 > 0:02:36"Oh, I haven't got one". "But you need one".
0:02:36 > 0:02:38"No. I haven't got one, anyway".
0:02:38 > 0:02:41The analogy I give them all the time is,
0:02:41 > 0:02:44you cannot go to Tesco and grab a loaf of bread,
0:02:44 > 0:02:48and say to them, "I'm hungry, but I haven't got the money, anyway".
0:02:48 > 0:02:50You can't do that. That's stealing.
0:02:50 > 0:02:55You don't get things for nothing. You must pay for things in life.
0:02:55 > 0:02:58Nothing is free. No free dinners.
0:03:02 > 0:03:05Hello, sir. Just check your ticket?
0:03:05 > 0:03:07Every day on the underground,
0:03:07 > 0:03:0960,000 journeys are made, and not paid for.
0:03:09 > 0:03:13- Do you agree you should buy a ticket for your journey?- No, I don't.
0:03:13 > 0:03:16Would you have continued to Edmonton Green,
0:03:16 > 0:03:17- and avoided your fare?- Yes.
0:03:17 > 0:03:19It's up to the tube's revenue inspectors
0:03:19 > 0:03:24to catch fare evaders in the act, handing out a £25 penalty
0:03:24 > 0:03:27to anyone without a valid ticket.
0:03:27 > 0:03:29See your tickets, please, gents?
0:03:29 > 0:03:30Ticket?
0:03:30 > 0:03:34FRENCH ACCENT: When I finish, I take the ticket. I go up town.
0:03:34 > 0:03:38The ticket for today, I don't take. I take this.
0:03:38 > 0:03:41Why did you not buy a ticket today?
0:03:41 > 0:03:44Because I'm going to get money off my mum, right now.
0:03:44 > 0:03:48I'm not paying £8 to go five, six stops. It's just pathetic.
0:03:48 > 0:03:51It's London. No one buys a ticket.
0:03:52 > 0:03:57London Underground loses £20 million a year from unpaid fares.
0:04:00 > 0:04:04From their base in Kensington, the revenue department
0:04:04 > 0:04:08are in charge of developing a strategy to combat the problem.
0:04:08 > 0:04:11Right. Let's have a look at how we're doing this period.
0:04:11 > 0:04:15Monthly performance meetings assess the damage.
0:04:15 > 0:04:17If we start at the top level,
0:04:17 > 0:04:19our hot stations list.
0:04:19 > 0:04:23Fare evasion is high at Stratford, Oxford Circus, Liverpool Street,
0:04:23 > 0:04:26Finsbury Park, London Bridge,
0:04:26 > 0:04:30King's Cross, Seven Sisters,
0:04:30 > 0:04:34Victoria, Ealing, and Paddington.
0:04:34 > 0:04:36We are constantly amazed by the ingenuity
0:04:36 > 0:04:40of a small minority of customers
0:04:40 > 0:04:45who are determined to evade paying a fare.
0:04:45 > 0:04:48You do get the very blatant fare evaders,
0:04:48 > 0:04:52but you also get people who, on the surface,
0:04:52 > 0:04:55you'd never believe would do it.
0:04:55 > 0:04:58A lot of these stations will be hit at weekends, now.
0:04:58 > 0:05:01We haven't done that, necessarily, in the past.
0:05:01 > 0:05:03The revenue department
0:05:03 > 0:05:05has 200 ticket inspectors across the network,
0:05:05 > 0:05:09to try and stay on top of all the different types of fare evasion.
0:05:09 > 0:05:15The sort of things they might do is misuse their travel card.
0:05:15 > 0:05:20They'd travel through Zone One, when they're not entitled to.
0:05:20 > 0:05:23You do get people misusing their Freedom Pass.
0:05:23 > 0:05:28We have had a real spate recently of counterfeit tickets.
0:05:28 > 0:05:33But we're pretty confident that we're one step ahead.
0:05:41 > 0:05:43At Oval station, in South London,
0:05:43 > 0:05:47staff have finished dealing with the morning rush hour.
0:05:50 > 0:05:52People, when they come up the escalators,
0:05:52 > 0:05:56the first things their eyes look for is the Thought of the Day board.
0:05:56 > 0:06:00They could be stressed. They could have problems at home.
0:06:00 > 0:06:03But when they come out and see this,
0:06:03 > 0:06:06it brightens up their day.
0:06:06 > 0:06:11People come out of their way to come to see the Thought of the Day.
0:06:11 > 0:06:14I've chosen one by Christopher Reeve.
0:06:14 > 0:06:16He was paralysed,
0:06:16 > 0:06:19so he was hoping
0:06:19 > 0:06:21that one day, possibly,
0:06:21 > 0:06:23he would get better.
0:06:25 > 0:06:26Oval station is also the base
0:06:26 > 0:06:30for the team of plain clothes revenue inspectors
0:06:30 > 0:06:32who patrol the Northern Line.
0:06:32 > 0:06:38Do the normal, like go to Elephant & Castle...
0:06:38 > 0:06:41Diane McConnell and Denise Brunker
0:06:41 > 0:06:44are two of its longest-serving members.
0:06:44 > 0:06:47We don't even know how long we've worked with each other.
0:06:47 > 0:06:49I think it's about eight years.
0:06:49 > 0:06:52We probably spend more time at work than we do at home.
0:06:52 > 0:06:54A lot of people call us "Cagney & Lacey".
0:06:54 > 0:06:56We're quite well known.
0:06:56 > 0:06:58BEEPING
0:06:59 > 0:07:02Good morning, ladies and gentlemen.
0:07:02 > 0:07:06Revenue control inspector. Have your cards ready, please. Thank you.
0:07:06 > 0:07:08Thank you very much.
0:07:08 > 0:07:10I've seen you before.
0:07:10 > 0:07:12You need to come off at the next stop and have a quick chat.
0:07:12 > 0:07:15Denise and Diane have caught thousands of people
0:07:15 > 0:07:17trying to travel for free.
0:07:17 > 0:07:21If you HAVEN'T come from Kennington, tell me now.
0:07:21 > 0:07:24- Cos I don't think you HAVE come from Kennington.- No.
0:07:24 > 0:07:27I KNOW you haven't. So, where have you come from?
0:07:27 > 0:07:29Um...
0:07:29 > 0:07:33Like anything, if you're caught doing something,
0:07:33 > 0:07:36you'll take a chance, and maybe try and bluff it.
0:07:36 > 0:07:40If you start asking more questions, they're digging a bigger hole,
0:07:40 > 0:07:42because they're telling more and more lies.
0:07:42 > 0:07:46Eventually, they come clean, and say "I'm sorry. Blah-blah-blah."
0:07:46 > 0:07:49You didn't really buy a ticket, did you?
0:07:49 > 0:07:51Be honest with me, and I'll be fair with you.
0:07:51 > 0:07:54If you keep telling me about tickets you didn't have,
0:07:54 > 0:07:56I'll have to deal with it differently.
0:07:56 > 0:07:59- So, did you have a ticket?- No. - Where have you travelled from?
0:07:59 > 0:08:01It falls down to body language.
0:08:01 > 0:08:05We have a famous saying. "Pocket dancing".
0:08:05 > 0:08:09That's a typical one that someone hasn't got a ticket.
0:08:09 > 0:08:12They're sitting down. "Can I see your ticket please?"
0:08:12 > 0:08:16They look in every pocket. They know they haven't got it.
0:08:16 > 0:08:19- "Just show me the ticket. Have you got one?"- No.
0:08:19 > 0:08:20That's "pocket dancing".
0:08:22 > 0:08:24TANNOY: The next station is Chalk Farm.
0:08:26 > 0:08:29Sorry. What ticket did you have?
0:08:29 > 0:08:32If you just come off at this stop, and have a proper look?
0:08:32 > 0:08:36Take your time.
0:08:36 > 0:08:40How about the pocket in your trousers? Did you pop it in there?
0:08:40 > 0:08:44- Oh, no!- No, it's OK. Don't worry.
0:08:44 > 0:08:48Take a seat. There's nothing to worry about. Take a seat.
0:08:48 > 0:08:51Take a seat.
0:08:51 > 0:08:53Some people get emotionally upset, for whatever reason.
0:08:53 > 0:08:55They might be having problems at home...
0:08:55 > 0:08:58All different reasons why she's being like this.
0:08:58 > 0:09:00Even though she's crying,
0:09:00 > 0:09:03It doesn't really wash with us, unfortunately.
0:09:03 > 0:09:06Crocodile tears, they may not be. They might be real tears.
0:09:06 > 0:09:09If I felt sorry for every person crying, I'm in the wrong job.
0:09:09 > 0:09:12Same as Diane, and then the other inspector.
0:09:12 > 0:09:14So, we'll just play it by ear, see what happens.
0:09:14 > 0:09:17She may have a ticket she doesn't want to show us.
0:09:17 > 0:09:19We'll see what happens.
0:09:19 > 0:09:21Cos you cannot find your ticket,
0:09:21 > 0:09:24this inspector is going to write out a ticket for you,
0:09:24 > 0:09:27but it is also a penalty fare.
0:09:27 > 0:09:31You have 21 days to pay this penalty fare.
0:09:31 > 0:09:33Or 21 days to appeal. OK?
0:09:33 > 0:09:37So, can you show us some ID?
0:09:37 > 0:09:40I don't know what do you say.
0:09:40 > 0:09:43- OK. We'll talk slowly to you. - I am a ticket inspector.
0:09:43 > 0:09:45I check tickets.
0:09:45 > 0:09:48You lost your ticket.
0:09:48 > 0:09:51- You can't find ticket?- Yeah. - You can't find. No problem.
0:09:51 > 0:09:54Some people, they may not be able to SPEAK English...
0:09:54 > 0:09:57I just talk slowly, and I try to have an accent.
0:09:57 > 0:10:01Not the same accent as them, but I suppose it DOES come out like that.
0:10:01 > 0:10:05- Octo-bah?- Oco-tober.- Octo-bah?
0:10:05 > 0:10:06- Your birthday?- No.
0:10:06 > 0:10:09Septem-bah?
0:10:10 > 0:10:12I use that technique. It works for me.
0:10:12 > 0:10:15I get a lot of stick from colleagues, but it works.
0:10:15 > 0:10:18Can I have your name, please?
0:10:18 > 0:10:21- Name? Name?- Yes, your name. Your signa-tcha.
0:10:23 > 0:10:27One moment. I have to get penalty for you.
0:10:29 > 0:10:33Eventually, the customer admits to having a ticket
0:10:33 > 0:10:35which is not valid for a whole journey.
0:10:35 > 0:10:37And she leaves with a penalty fare.
0:10:37 > 0:10:41It's not the crime of the century.
0:10:41 > 0:10:42It's a ticket issue.
0:10:42 > 0:10:45But it does cost London Underground a lot of money.
0:10:45 > 0:10:49All the revenue they lose could be ploughed back into the system.
0:10:49 > 0:10:52We would have a really good system.
0:10:52 > 0:10:57The tube can't afford to lose all this money to fare evasion.
0:10:57 > 0:11:02On top of the daily running costs of £6 million,
0:11:02 > 0:11:06London Underground have committed to spend a further £10 billion,
0:11:06 > 0:11:08modernising the entire network.
0:11:08 > 0:11:14The most pressing and expensive project on the upgrade programme
0:11:14 > 0:11:16is replacing one third
0:11:16 > 0:11:19of the underground's entire fleet of trains.
0:11:19 > 0:11:24On the Metropolitan Line, one of the lines due a complete upgrade,
0:11:24 > 0:11:28many of the trains have been in service for over 50 years.
0:11:28 > 0:11:31The trains are housed at Neasden Depot.
0:11:31 > 0:11:34This is the existing, A stock train.
0:11:34 > 0:11:37Doug Jayes is the fleet manager.
0:11:37 > 0:11:39They came in 1960/61.
0:11:39 > 0:11:43There's a lot of seats. There's not much room to get through them.
0:11:43 > 0:11:48Luggage racks, which takes you back. That's where the old guard was.
0:11:50 > 0:11:53The driver's quite close to what he needs to do.
0:11:53 > 0:11:57He has all his controls next to him. Doors, air gauges, speedo.
0:11:57 > 0:12:01Traction controller, to move the train. Brake, to stop it.
0:12:04 > 0:12:06When you look at it, it IS old.
0:12:06 > 0:12:08It's 1960s build.
0:12:08 > 0:12:13Probably 1950s technology, and maybe before with some of the equipment.
0:12:13 > 0:12:18I came in here in the '70s, had my apprenticeship.
0:12:18 > 0:12:19I spent my life on these,
0:12:19 > 0:12:22and one or two other stocks we've had through the depot.
0:12:22 > 0:12:26It's like an old car. You become attached to it.
0:12:26 > 0:12:30Much as we'd say to you, "No, we don't care", of course we do.
0:12:30 > 0:12:34Of course we care. We've nurtured them over the years,
0:12:34 > 0:12:37and there's a time for everything to go, isn't there?
0:12:37 > 0:12:41As much as we love them, they have to go.
0:12:51 > 0:12:54150 miles north of London,
0:12:54 > 0:12:57the replacement fleet is beginning to take shape.
0:13:01 > 0:13:05Staff at Bombardier Transportation in Derby
0:13:05 > 0:13:08are building 191 state-of-the-art tube trains.
0:13:10 > 0:13:14We fit all the end panels, the seat rises.
0:13:14 > 0:13:16All these glass poles.
0:13:16 > 0:13:20How long does it take to do this stage?
0:13:20 > 0:13:23It's 13 hours, from start to finish.
0:13:25 > 0:13:27Each of the train's eight carriages
0:13:27 > 0:13:30is made of hundreds of constituent parts.
0:13:33 > 0:13:36Starting with an aluminium frame,
0:13:36 > 0:13:41the carriages are assembled in stages on a massive production line.
0:13:41 > 0:13:43Trying to set the doors at the moment,
0:13:43 > 0:13:46so they close almost perfectly together.
0:13:46 > 0:13:48It looks tricky.
0:13:48 > 0:13:51This one is proving to be, at the moment.
0:13:53 > 0:13:55If it's not at the right angle, when we test it,
0:13:55 > 0:13:57the sensitive edge will fail.
0:13:57 > 0:14:00Which means a small child could get their arm trapped at the bottom.
0:14:00 > 0:14:04Never actually been on one of these, myself,
0:14:04 > 0:14:07so I don't know how well they work. Hopefully, they work.
0:14:09 > 0:14:11Do you think the passengers in London
0:14:11 > 0:14:13know how much work goes into making these?
0:14:13 > 0:14:16I like to think they appreciate what I do...
0:14:18 > 0:14:20I wouldn't really know, really.
0:14:20 > 0:14:24They're all high bankers down there, aren't they? Well paid jobs.
0:14:27 > 0:14:31The new trains will carry 25% more passengers.
0:14:31 > 0:14:34They're the first underground trains to have air conditioning.
0:14:36 > 0:14:38The biggest thing is it's air-conditioned,
0:14:38 > 0:14:40and you can walk from one end to the other.
0:14:40 > 0:14:42It's a brilliant train, to me.
0:14:42 > 0:14:45How can the public not love this train?
0:14:45 > 0:14:47You can see all the way through it. There's space.
0:14:47 > 0:14:51Carries more people. This is the train of the future.
0:14:51 > 0:14:54There'll be a lot of them. Let's hope the public's happy with them.
0:14:54 > 0:14:58There's enough hard work gone into them, believe me!
0:14:58 > 0:15:00WHISTLE BLOWS
0:15:00 > 0:15:04Trains are coming off the production line at the rate of one a week.
0:15:04 > 0:15:07Every Monday, a new train leaves the factory in Derby.
0:15:09 > 0:15:13Pushed by a diesel locomotive on the main line rails,
0:15:13 > 0:15:17it will arrive in London late Wednesday night.
0:15:24 > 0:15:28An update from the controller, here at Finchley Central station.
0:15:28 > 0:15:32At present, the District Line is operating with minor delays,
0:15:32 > 0:15:34due to an earlier signal failure at Earl's Court.
0:15:34 > 0:15:39Morning rush hour at Finchley Central,
0:15:39 > 0:15:42a suburban station at the top of the Northern Line.
0:15:42 > 0:15:46And an unlikely hotbed for fare evasion.
0:15:46 > 0:15:49We discovered recently a chap who travels from Barnet.
0:15:49 > 0:15:52For the past three or four years, he's never paid a shilling!
0:15:52 > 0:15:55He's travelling free from East Finchley to Barnet
0:15:55 > 0:15:59for the last four years. He's never paid a penny!
0:15:59 > 0:16:01Finchley Central is one of the few underground stations
0:16:01 > 0:16:04without a ticket barrier.
0:16:04 > 0:16:08The majority of customers use plastic smart cards,
0:16:08 > 0:16:11known as "Oyster cards", instead of paper tickets.
0:16:11 > 0:16:14When there isn't a gate line, they're expected to touch
0:16:14 > 0:16:17an oyster reader to be charged for their journey.
0:16:19 > 0:16:21But not everyone can be trusted.
0:16:21 > 0:16:24He's thinking about it. No, he won't bother today.
0:16:24 > 0:16:26It's free!
0:16:26 > 0:16:32You're more than welcome to join the free system that we provide(!)
0:16:32 > 0:16:33HE LAUGHS
0:16:33 > 0:16:35Here's another freebie.
0:16:35 > 0:16:36Welcome(!)
0:16:36 > 0:16:39He waved at us!
0:16:39 > 0:16:42Here we go. Here we go.
0:16:43 > 0:16:45You're welcome(!)
0:16:45 > 0:16:48Have another free journey(!)
0:16:51 > 0:16:55Where have you just come from? Station?
0:16:55 > 0:16:59This station, Finchley Central. Where you come from?
0:16:59 > 0:17:01This morning, Denise and Diane,
0:17:01 > 0:17:04and the Northern Line revenue team have come to Finchley Central.
0:17:04 > 0:17:07You have not touched out, OK?
0:17:07 > 0:17:11Now, you can say you did. I'm telling you, you didn't.
0:17:11 > 0:17:13Therefore there's a penalty fare.
0:17:13 > 0:17:17If you can pay now, it's £25. Do you have £25?
0:17:17 > 0:17:20- What crime did I commit? - You haven't committed a crime.
0:17:20 > 0:17:22Listen to what I'm saying.
0:17:22 > 0:17:26- Pay-as-you-go, yeah?- Yeah. - You just went!
0:17:26 > 0:17:30Within an hour, they've given penalty fares to 20 customers.
0:17:30 > 0:17:34Good morning, there. Revenue. Just check your ticket there, my love?
0:17:34 > 0:17:36I do feel sorry for a lot of people
0:17:36 > 0:17:39I end up reporting, or penalty faring.
0:17:39 > 0:17:43They're doing that action because they literally have no money.
0:17:43 > 0:17:45I suppose they're just surviving, at the end of the day.
0:17:45 > 0:17:48I've stopped you before, haven't I?
0:17:48 > 0:17:51- I remember you. - Sometimes, maybe.
0:17:51 > 0:17:54A while back, yeah.
0:17:54 > 0:17:56- Are you working?- Sometimes.- OK.
0:17:56 > 0:17:58- What do you do?- Building work.
0:17:58 > 0:18:00- Nice clothes!- Builder.
0:18:00 > 0:18:05It's hard out there for lots of people today. It's not good.
0:18:05 > 0:18:07Just checking tickets.
0:18:07 > 0:18:10I didn't see you touch out that's all, I have the right to ask.
0:18:10 > 0:18:14The thing is that I work here, McDonald's.
0:18:14 > 0:18:17Two or three days, I got the job. I can touch it now, sir.
0:18:17 > 0:18:21No, that's why I'm here. It's not negotiable, that's why I'm here.
0:18:21 > 0:18:24- How much is that going to be, sir? - The penalty fare...- Yes?
0:18:24 > 0:18:28..is £25 if you pay on the spot or in three weeks, yes?
0:18:28 > 0:18:30To some people, £25 is not a lot of money
0:18:30 > 0:18:33so they think, I've made a mistake, I'll pay it.
0:18:33 > 0:18:36But to other people, £25 is maybe their week's food,
0:18:36 > 0:18:40so it's a big, it is more of a big deal.
0:18:40 > 0:18:43I suppose it all comes down to money at the end of the day.
0:18:43 > 0:18:46- Do you wish to pay any money now, sir?- I've got only £10.
0:18:46 > 0:18:48That's OK, you can pay it later.
0:18:48 > 0:18:51Hang onto that, you'll need that for lunch.
0:18:51 > 0:18:53When I said can I see your ticket, you said
0:18:53 > 0:18:57- you haven't got one, yes?- Yes. No job.- Unemployed?- Yes.
0:18:57 > 0:19:00People like me who are on benefits, we don't have much money
0:19:00 > 0:19:03at the end of the day, on a week to week basis.
0:19:03 > 0:19:08So some of us do it, we sometimes, we get away with it plenty of times,
0:19:08 > 0:19:11but there are sometimes we do get caught.
0:19:11 > 0:19:13It's a gamble. You get away with it,
0:19:13 > 0:19:15you get away with it, you don't, you don't.
0:19:15 > 0:19:18He was nice, he was lovely. But it's not free.
0:19:18 > 0:19:22He's got a bike. He could've cycled!
0:19:28 > 0:19:32The tube system covers all the Greater London area,
0:19:32 > 0:19:35From barking in the East, where the average household income
0:19:35 > 0:19:40is less than £24,000, to Richmond in the West,
0:19:40 > 0:19:43an area with one of the largest number of millionaires in the country.
0:19:51 > 0:19:53Thank you.
0:19:53 > 0:19:56- Round-trip to Wimbledon, please. - £7.30, please.
0:19:58 > 0:20:00£39.40, please.
0:20:00 > 0:20:04- It's going to be £4 each. - How much?- £4 each.
0:20:04 > 0:20:0780% of all underground journeys are made with an Oyster card
0:20:07 > 0:20:09to take advantage of discounted fares.
0:20:09 > 0:20:13But for the small number of passengers without,
0:20:13 > 0:20:16a single cash fare in central London costs £4.
0:20:16 > 0:20:19- I'm going to Euston Road...- Yes. - Just the two of us, it's £4...
0:20:19 > 0:20:20It is, £4 each, yes.
0:20:20 > 0:20:23SHE LAUGHS NERVOUSLY
0:20:23 > 0:20:24Bloody expensive.
0:20:24 > 0:20:28I come from New Zealand, we don't have subways,
0:20:28 > 0:20:30but we've been around Europe and Paris
0:20:30 > 0:20:33and it's like a euro or two euros at the most,
0:20:33 > 0:20:35and we've got to pay four euros for one section.
0:20:35 > 0:20:39I was going to get it from the machine and thought, it can't be right,
0:20:39 > 0:20:42so I asked the lady and no, it's right. Bugger.
0:20:42 > 0:20:45It is a lot. If you're only going one station, £4,
0:20:45 > 0:20:49it is a bit steep, I think.
0:20:49 > 0:20:51That's why a lot of people don't bother.
0:20:51 > 0:20:53They just go upstairs and get a cab,
0:20:53 > 0:20:57which, I don't blame them really. Hello.
0:20:57 > 0:20:59- Can I get £10 top up?- 10?
0:20:59 > 0:21:04THEY SPEAK IN ITALIAN
0:21:04 > 0:21:06They were alarmed at the fares.
0:21:06 > 0:21:09Apparently in China you can get across the whole system,
0:21:09 > 0:21:11one hour travel, 20p.
0:21:11 > 0:21:15It's a shock if you say it's £4 for a single ticket.
0:21:15 > 0:21:19- Can I have two to Waterloo, please? - Just one way or are you coming back?
0:21:19 > 0:21:23- Yes, just one way, please. - £8.60.- What, to Waterloo now?!
0:21:23 > 0:21:27- It's going to cost me how much? Eight quid to get to Waterloo?- Yes.
0:21:27 > 0:21:30You're having a laugh. Cheers.
0:21:30 > 0:21:31London is London.
0:21:31 > 0:21:35Wherever you go, you go outside and buy a drink, it's expensive.
0:21:35 > 0:21:39You go out for a meal in central London, it's very expensive. Hello.
0:21:39 > 0:21:41- Can I put £20 on that?- Sure.
0:21:41 > 0:21:44They need the money to update the underground.
0:21:44 > 0:21:46Where else is the money going to come from?
0:21:46 > 0:21:49They get a certain amount from the government,
0:21:49 > 0:21:52but they don't get the amount they need.
0:21:52 > 0:21:54If people want a good, reliable service,
0:21:54 > 0:21:57for us to be able to do the good, reliable service,
0:21:57 > 0:22:00we need the money to go into the pot to make all the repairs.
0:22:00 > 0:22:01Simple as that.
0:22:03 > 0:22:07London Underground's annual pot of money is £4 billion,
0:22:07 > 0:22:11half of which comes from government and borrowing
0:22:11 > 0:22:13and half from customers' fares.
0:22:17 > 0:22:19Good afternoon, reception 55 Broadway.
0:22:19 > 0:22:23Every four weeks at the company's central London headquarters,
0:22:23 > 0:22:27the tube's finance directors meet to assess how the money is spent.
0:22:27 > 0:22:30Talk me through investment then.
0:22:30 > 0:22:36At Tottenham Court Road we need to understand closer why it was 2 million.
0:22:36 > 0:22:38They're 4.1 down, year to date.
0:22:38 > 0:22:42We've got to understand what that means for the year end.
0:22:42 > 0:22:44- It's not rocket science.- No.
0:22:44 > 0:22:45This railway is enormous.
0:22:45 > 0:22:48It carries over 4 million passengers a day
0:22:48 > 0:22:51and you can't do that on a shoestring.
0:22:51 > 0:22:54The largest cost is undoubtedly wages, about £4 million a day.
0:22:54 > 0:22:58You've got head office costs, you've got maintaining the trains
0:22:58 > 0:23:01we're one of London's biggest users of electricity,
0:23:01 > 0:23:05traction current alone is best part of £100 million a year.
0:23:05 > 0:23:08£100 million. Imagine going home, opening an electricity bill
0:23:08 > 0:23:11and thinking "Oh, it's £100 million a year."
0:23:11 > 0:23:14It's best part of £3 million on stationary. Right?
0:23:14 > 0:23:17Yes, no, you are reading it right. That's that...
0:23:17 > 0:23:20As well as everyday running costs, the Underground is committed
0:23:20 > 0:23:23to a further 15 years of upgrade work
0:23:23 > 0:23:27at the cost of £1 billion a year.
0:23:27 > 0:23:31We've got old assets and an increasing number of passengers,
0:23:31 > 0:23:33growing exponentially every year.
0:23:33 > 0:23:36So the network is getting busier, our assets are getting older,
0:23:36 > 0:23:39we need to invest, not because we like delivering projects,
0:23:39 > 0:23:43it's because it benefits our customers.
0:23:43 > 0:23:46Less crowding, more reliable, really, really important.
0:23:57 > 0:24:00The morning rush-hour is over.
0:24:00 > 0:24:02And at the north end of the Metropolitan line,
0:24:02 > 0:24:06on one of the Underground's many open stretches of track,
0:24:06 > 0:24:10technical officer Adam Gloor is starting his daily maintenance work.
0:24:10 > 0:24:13We've got to change this light bulb.
0:24:13 > 0:24:17One of the green lights, one of the green lights on here.
0:24:17 > 0:24:20I think they made these signals about 70 years ago,
0:24:20 > 0:24:23but I think they came into use straight after the war,
0:24:23 > 0:24:24that sort of time.
0:24:24 > 0:24:28It's only because we've found some bits of paper in there,
0:24:28 > 0:24:31talking about the transformers in here
0:24:31 > 0:24:33and the date of manufacture is 1930.
0:24:36 > 0:24:40Signals are essentially traffic lights for the train
0:24:40 > 0:24:45and they're vital to the safe running of the Underground.
0:24:45 > 0:24:49Across the network's 250 miles of track,
0:24:49 > 0:24:53there are over 9,000 sets of signals, all of which need regular monitoring.
0:24:56 > 0:25:01These cables, if they're not tight, it would cause a failure.
0:25:01 > 0:25:04Again, just tightening the track connections.
0:25:04 > 0:25:07If you lose too much voltage it causes a track failure.
0:25:07 > 0:25:09I think we look at these every 12 weeks,
0:25:09 > 0:25:10and it's worthwhile because
0:25:10 > 0:25:13the chances of them causing a failure is quite high
0:25:13 > 0:25:17because there's moving parts in there and we have to get the water out
0:25:17 > 0:25:21because that could freeze in there for another failure again.
0:25:25 > 0:25:29Every technical officer is responsible for a few hundred metres of track.
0:25:29 > 0:25:34Adam has been looking after the north end of the Metropolitan line for 10 years.
0:25:34 > 0:25:37It's nice coming out here, as long as it's not too cold,
0:25:37 > 0:25:39the fresh air, you just feel alive out here.
0:25:39 > 0:25:44It feels more natural being out here, yes, then stuck in a tunnel.
0:25:44 > 0:25:48There's a lot of pride in doing a good job.
0:25:48 > 0:25:51Sometimes I come out here and think
0:25:51 > 0:25:53that wire's about to fall off, I can repair it,
0:25:53 > 0:25:56knowing it definitely would've been a failure.
0:25:56 > 0:25:59- No one really cares... - When it doesn't go.
0:25:59 > 0:26:03I can go home and tell the kids but they'll be like, "Oh, OK.
0:26:03 > 0:26:05"Can I have a pizza?"
0:26:14 > 0:26:16Yes, I'll go over by there.
0:26:16 > 0:26:19- All right.- You hang around here, yeah?- No worries.- OK.
0:26:21 > 0:26:24Just a few stops away, at Willesden Green station,
0:26:24 > 0:26:28two ticket inspectors are working undercover.
0:26:31 > 0:26:33All right, buddy?
0:26:42 > 0:26:46Hello. Can I have a quick word with you? Where's your ticket money?
0:26:46 > 0:26:49Just come this way a minute.
0:26:49 > 0:26:52I've just watched what you've done. OK?
0:26:52 > 0:26:56- Just put your hand over the reader and followed the woman out.- Yes.
0:26:56 > 0:26:58Just put that through there, buddy.
0:26:58 > 0:27:02When you just went through the gate, the lady in front touched
0:27:02 > 0:27:03and you went like this,
0:27:03 > 0:27:06put your hand over the monitor and quickly went behind her.
0:27:06 > 0:27:09- I did not.- You didn't touch this on the gate, I watched you.
0:27:09 > 0:27:12Most of the revenue London Underground lose from fare evasion
0:27:12 > 0:27:16is not from one off opportunists, but from a small minority
0:27:16 > 0:27:21of passengers using various scams to persistently avoid payment.
0:27:21 > 0:27:26I'm going to check out the address here. Shouldn't take too long.
0:27:26 > 0:27:29The tube has set up a special task force to track down
0:27:29 > 0:27:32and prosecute these long-term offenders.
0:27:32 > 0:27:36Ben and James are working together on the operation.
0:27:36 > 0:27:39He tells everyone he's the brains and I'm the brawn.
0:27:39 > 0:27:41REPORTER: Is that true?
0:27:41 > 0:27:45I'll let people draw their own conclusions.
0:27:45 > 0:27:49He is the computer whiz, I'll give him that. He's the CCTV expert.
0:27:49 > 0:27:53And if I need a bit of muscle, I do turn to James.
0:27:53 > 0:27:57We're complimentary, mate. That's what we are.
0:27:57 > 0:28:00TANNOY: ..train to Barking.
0:28:02 > 0:28:06This afternoon, Ben and James have been called to Latimer Road Station
0:28:06 > 0:28:10where a particularly determined fare evader
0:28:10 > 0:28:13has been giving the staff trouble.
0:28:13 > 0:28:16Our major problem at the minute is a long-standing chap.
0:28:16 > 0:28:19It's this, er, him.
0:28:19 > 0:28:22White male, mid 40s, flat cap.
0:28:22 > 0:28:26He's a white bloke, mid 40s, tubby. To be honest, he looks like
0:28:26 > 0:28:30an old football hooligan, that's how he dresses.
0:28:30 > 0:28:32He's always got Ralph Lauren gear on
0:28:32 > 0:28:35or shorts and boating shoes or trainers and that.
0:28:35 > 0:28:40The station CCTV shows the customer forcing his way through
0:28:40 > 0:28:42the ticket barrier on numerous occasions.
0:28:42 > 0:28:46He just comes through and smashes the gate down, makes his way on to
0:28:46 > 0:28:49the station and waits for the train and I assume he does the other end.
0:28:49 > 0:28:52If he comes through now, he asks to be let through.
0:28:52 > 0:28:56If you just say no, then he just kicks the gate open anyway.
0:28:56 > 0:29:00We need to try and identify him, really.
0:29:00 > 0:29:01He doesn't really cooperate
0:29:01 > 0:29:04with the station staff I don't know if he will with us
0:29:04 > 0:29:06but we've got to give it a try.
0:29:06 > 0:29:09While Ben and James are gathering evidence,
0:29:09 > 0:29:11someone matching the customer's description
0:29:11 > 0:29:15arrives at the station and he doesn't have a ticket.
0:29:15 > 0:29:17How did you come through the barrier?
0:29:17 > 0:29:19It was open. These things were down,
0:29:19 > 0:29:22the black things were down here and it wouldn't take my £20.
0:29:22 > 0:29:26- Can I have a single, please? - I think this is the flat cap guy.
0:29:26 > 0:29:29Can you confirm, this is flat cap guy, yes?
0:29:29 > 0:29:31- Yes, that's him.- Definitely? - Definitely.- Cheers.
0:29:31 > 0:29:35Adrenalin does go a little bit
0:29:35 > 0:29:37because if you've got a person you've got images of
0:29:37 > 0:29:41and when you see them, it sharpens your senses, I think that's the guy.
0:29:41 > 0:29:44I'm not here to bunk the trains, I'm 44 years of age, mate.
0:29:44 > 0:29:47- Have you any ID on you? - I haven't got ID, mate.
0:29:47 > 0:29:50- I'll just take some details... - Listen, do you have to
0:29:50 > 0:29:53- carry ID in this country?- No. - Right then.
0:29:53 > 0:29:55I haven't got no ID.
0:29:55 > 0:29:57I went to pay for my ticket, all right?
0:29:57 > 0:30:01That's what I'm checking out. We've told you who we are.
0:30:01 > 0:30:04- You ain't got no fucking... - No need to swear, mate.
0:30:04 > 0:30:08- What's the matter with you?- You! You're the fucking matter!
0:30:08 > 0:30:10These fucked up trains! You're the fucking matter!
0:30:10 > 0:30:12You need to calm down, mate.
0:30:12 > 0:30:14What are you going to do if I walk out,
0:30:14 > 0:30:15None of you are police officers?
0:30:15 > 0:30:18What if I walk out of here? What the fuck are you going to do?
0:30:18 > 0:30:21Can you get out of my face, please? Yeah, please, Dave.
0:30:21 > 0:30:24What the fuck are you going to do? No, it's not that. I'm pissed off.
0:30:24 > 0:30:27Why are you pissed off at me? All I asked is where you travelled from.
0:30:27 > 0:30:30Your poxy machines won't take this!
0:30:30 > 0:30:33We'll take some details off you and you can be on your way.
0:30:33 > 0:30:35You might be abusive,
0:30:35 > 0:30:37but it doesn't deter from the fact you haven't got a ticket.
0:30:37 > 0:30:41Tell him to stop calling the police, will you? Silly bollocks in there.
0:30:41 > 0:30:44- It's water off a duck's back, really. - Does it not bother you?- No.
0:30:44 > 0:30:48If it bothered you, you couldn't do the job for any length of time.
0:30:48 > 0:30:51- We're here today. We're revenue inspectors.- Right.
0:30:51 > 0:30:53We look at things that go on in this station.
0:30:53 > 0:30:56I have to say, I suspect yourself
0:30:56 > 0:30:59of several offences of fare evasion over the last couple of months,
0:30:59 > 0:31:02and also committing by-law offences on the underground. MOBILE PHONE RINGS
0:31:02 > 0:31:06- I'm cautioning you. You've given your details. You don't have to stay. - I'll phone you back.
0:31:06 > 0:31:10I'm cautioning you. You've given your details. You don't have to stay now.
0:31:10 > 0:31:13- I'll be writing to you, basically. - No problem.- Cool.- Cheers.
0:31:13 > 0:31:16- Thanks a lot. Sorry about the outburst.- No worries.
0:31:16 > 0:31:21- So here's the caution.- I've had it all me life, guv. Can I just get...
0:31:21 > 0:31:24I'm just going to read it cos I have to, right?
0:31:24 > 0:31:26Instead of a penalty fare,
0:31:26 > 0:31:31this customer was prosecuted in court and fined £1,240 plus costs.
0:31:31 > 0:31:35- I'm going to be writing to you, right?- Yeah, I'm moving.
0:31:35 > 0:31:38- He's a nice chap, wasn't he? - Oh, he's lovely.
0:31:38 > 0:31:40You, you fucking slags!
0:31:42 > 0:31:44- Excuse me.- Fuck off!
0:31:46 > 0:31:49In an ideal world, everyone could travel for free
0:31:49 > 0:31:53but we don't live in an ideal world and that's not the way it is.
0:31:53 > 0:31:57So, you know, myself and Ben, we don't dictate what the fares are.
0:31:57 > 0:32:01Again, if we did, I'd say everyone could travel for a pound or whatever,
0:32:01 > 0:32:05but obviously they can't run the network receiving a pound per person,
0:32:05 > 0:32:08so fares are what they are.
0:32:17 > 0:32:20Back in the city, the last of the commuters have headed home
0:32:20 > 0:32:23but the work isn't over for the tube.
0:32:23 > 0:32:28Keeping the city moving through the evening is a big challenge.
0:32:28 > 0:32:32Any hold up in the service will affect thousands of passengers.
0:32:33 > 0:32:36At Liverpool Street Station, a busy central interchange,
0:32:36 > 0:32:41supervisor Jane Oakes is overseeing the night time shift.
0:32:41 > 0:32:44Liverpool Street is constantly busy all the time.
0:32:44 > 0:32:47They want to go to Camden, the West End, Oxford Street.
0:32:47 > 0:32:50Sometimes now they're going to Stratford, to Westfield.
0:32:50 > 0:32:53People have things to do and when they want to do those things
0:32:53 > 0:32:55they get on a tube.
0:32:56 > 0:33:00Please use the full length of the platform.
0:33:00 > 0:33:03Allow passengers to alight. Allow passengers to alight.
0:33:07 > 0:33:12Towards the end of the evening, a problem occurs on one of the lines.
0:33:12 > 0:33:14- WALKIE-TALKIE:- 'The line's been taken out.
0:33:14 > 0:33:17'I'll let you know if I hear from the driver.'
0:33:17 > 0:33:20All I've heard is a train possibly going out of service.
0:33:20 > 0:33:26'Yeah, nothing moving on the westbound because of it.'
0:33:26 > 0:33:29Appears nothing's moving on the westbound. Let's have a look.
0:33:29 > 0:33:33- Be back in a minute.- Excuse me, this train's not in service.
0:33:33 > 0:33:38At Farringdon, a few stations down, a piece of track has lost power
0:33:38 > 0:33:41and all trains on this line have been suspended.
0:33:41 > 0:33:44- There's no moving on this platform. - We've got a problem, mate.
0:33:44 > 0:33:48- That's why we've got no trains, yeah?- Metropolitan?- No Metropolitan.
0:33:48 > 0:33:52There's a problem on Metro. We have only got eastbound central.
0:33:52 > 0:33:53This is when they get kind of angry
0:33:53 > 0:33:56cos they're all trying to get the last trains
0:33:56 > 0:34:00and it's not happening at the moment so they're going to be delayed.
0:34:00 > 0:34:04Unless it's running soon, there'll be angry customers trying to get a bus.
0:34:04 > 0:34:08There's no service on this line at all cos there's a track failure at Camden.
0:34:08 > 0:34:11The night controller don't know how long it's going to be,
0:34:11 > 0:34:13so if you don't go by an alternative route,
0:34:13 > 0:34:15you won't get your last trains.
0:34:15 > 0:34:17Hammersmith & City line, how am I going to get it?
0:34:17 > 0:34:21- Central line, change at Holborn for the Piccadilly.- No, no.
0:34:21 > 0:34:24- There's nothing we can do, sir. - Piccadilly don't do shit for me.
0:34:24 > 0:34:26I don't fucking...
0:34:26 > 0:34:29Get the Central line to Bank and change for King's Cross.
0:34:29 > 0:34:32- There's not another train? - Not at the moment.
0:34:32 > 0:34:33With nothing moving westbound,
0:34:33 > 0:34:36customers are having to find alternative routes home.
0:34:36 > 0:34:39We need to get the Northern line but we can't get there now
0:34:39 > 0:34:41cos this track ain't even working.
0:34:41 > 0:34:45So... we need to try and get home.
0:34:45 > 0:34:47And we can't.
0:34:47 > 0:34:50If you need assistance, see a member of staff at the top of the stairs,
0:34:50 > 0:34:53cos we're trying to get rid of trains and get people off.
0:34:53 > 0:34:56If you're going south west London... Anyone for south west London,
0:34:56 > 0:34:59- Victoria, Fulham, anywhere like that?- Yeah.- Bus number 11.
0:34:59 > 0:35:03We need to go to King's Cross and there's no way to get there.
0:35:03 > 0:35:07We don't have time to catch a bus.
0:35:07 > 0:35:09At least they could tell people.
0:35:09 > 0:35:13- INTERVIEWER: Have you got a train to catch at King's Cross?- No, no,
0:35:13 > 0:35:16we're just going to a party,
0:35:16 > 0:35:19but it's an important party. We can't miss it.
0:35:19 > 0:35:23I can't do nothing right now. I've got no facilities.
0:35:23 > 0:35:27The ticket office is shut and I have no computer in my arms to do it.
0:35:27 > 0:35:29I can't give you nothing, yeah? Give me one minute, mate.
0:35:29 > 0:35:32- Please be patient.- Yeah, but, I'm trying to get through.
0:35:32 > 0:35:35- One time, one thing, mate, yeah? - Fuck me.- Wait to the side
0:35:35 > 0:35:36then I can help you out, yeah?
0:35:36 > 0:35:40- Where are you going to?- Loughton, so can I get through?- OK, please.
0:35:43 > 0:35:46Don't swear. You're swearing.
0:35:46 > 0:35:51- Yeah, I'm telling you to wait. - Fucking prick.
0:35:51 > 0:35:55They want to get to where they're going and if something's in the way
0:35:55 > 0:35:57they don't respond well to it,
0:35:57 > 0:36:00and especially if it's us having a break down, then we're just useless,
0:36:00 > 0:36:04the worst people in the world ever and everything is our fault.
0:36:07 > 0:36:10Finally, trains start moving again.
0:36:10 > 0:36:12The track failure has only lasted 20 minutes,
0:36:12 > 0:36:15but thousands of passengers have been affected.
0:36:15 > 0:36:17Many have been stuck in tunnels
0:36:17 > 0:36:21and will now miss their mainline rail connections home.
0:36:22 > 0:36:25- The transport system is rubbish. - Is it?
0:36:25 > 0:36:28Yes, I've just sat for ten minutes on the train
0:36:28 > 0:36:30and missed my own mainline train.
0:36:30 > 0:36:33Thank you. I appreciate it. Thank you.
0:36:36 > 0:36:39'People paid a lot of money for their tickets'
0:36:39 > 0:36:43and for what they pay, they expect an immaculate service.
0:36:43 > 0:36:46No service is immaculate.
0:36:46 > 0:36:51They feel they should get more though. Everyone wants more, innit?
0:36:55 > 0:36:57'This station is now closed.'
0:36:57 > 0:37:01All last trains have now departed from this station.
0:37:11 > 0:37:14It's three o'clock in the morning, and at Neasden depot,
0:37:14 > 0:37:19cleaners and mechanics are preparing the fleet for another day's service.
0:37:19 > 0:37:21All the guys in depots and maintenance and that,
0:37:21 > 0:37:23it's the unseen heroes for me.
0:37:23 > 0:37:27It's the middle of the night and they're doing their job
0:37:27 > 0:37:29and a lot of people don't see that
0:37:29 > 0:37:34and don't understand what goes on when trains aren't running.
0:37:34 > 0:37:37As well as the regular maintenance work,
0:37:37 > 0:37:43once a week, Doug Jays' team has a special delivery to take charge of.
0:37:47 > 0:37:50That's good, Tony. He's going at a nice pace.
0:37:55 > 0:37:58The new train from Derby is being delivered to the depot.
0:37:58 > 0:38:00That's good.
0:38:00 > 0:38:04Pushed all the way by a diesel locomotive.
0:38:04 > 0:38:07The circuitous journey has taken over 16 hours.
0:38:07 > 0:38:11That's all right. Yeah, that's OK.
0:38:23 > 0:38:24OK, take it away, please.
0:38:26 > 0:38:28Another one in.
0:38:28 > 0:38:31170 to go.
0:38:31 > 0:38:35I'll do my walk round now and make sure everything's OK.
0:38:35 > 0:38:38Do you receive? Over.
0:38:38 > 0:38:41Doug is responsible for checking that the new train
0:38:41 > 0:38:43is in complete working order.
0:38:43 > 0:38:46'Due to an incident, arrangements are being made
0:38:46 > 0:38:50'to transfer passengers from this train to the next station.
0:38:50 > 0:38:51'Please remain where you are
0:38:51 > 0:38:54'and await instructions from a member of staff.'
0:38:54 > 0:38:58If you hear that, they will take you off the train on to the track.
0:38:58 > 0:39:02Or if you're on a platform, get you off on to the platform.
0:39:06 > 0:39:09'This train and station are now being evacuated.
0:39:09 > 0:39:12'Please leave the train and exit the station.
0:39:12 > 0:39:15'Follow any instructions given by staff.'
0:39:17 > 0:39:21Only one feature from the old model remains completely unchanged.
0:39:21 > 0:39:23Yeah, hi.
0:39:23 > 0:39:25WHISTLE BLOWS
0:39:25 > 0:39:29We have a standard whistle across the underground.
0:39:29 > 0:39:32It's been with us for as long as I can remember.
0:39:32 > 0:39:36It's a brass moulding, just like an old fashioned whistle, really.
0:39:36 > 0:39:40You could probably use steam through it. We just put air through it.
0:39:40 > 0:39:41WHISTLE BLOWS
0:39:41 > 0:39:45'Testing, one, two, three, four, five.'
0:39:45 > 0:39:47In just a few days time,
0:39:47 > 0:39:50this train will begin its life of service on the Metropolitan line.
0:39:50 > 0:39:55- I'm losing you, Steve.- 'Two, three, four, five.'- That's it. Keep going.
0:39:55 > 0:39:58'This is planned to be with us for 40 years.'
0:39:58 > 0:40:02It's got a life coming to it, but hopefully it will withstand it.
0:40:02 > 0:40:04We'll carry millions.
0:40:04 > 0:40:06People being sick, people being ill,
0:40:06 > 0:40:09people having parties on it at Christmas.
0:40:09 > 0:40:12But it will certainly be running long, long after most of us
0:40:12 > 0:40:15have retired and made old bones.
0:40:15 > 0:40:18For every new train that comes into the depot, one of the old stock
0:40:18 > 0:40:22is taken out of service and sent away to be scrapped.
0:40:52 > 0:40:54I just wonder if you can help me.
0:40:54 > 0:40:57I believe I may have left a novel on the train this morning.
0:40:57 > 0:41:00I just wonder if you can check if it's been handed in this morning.
0:41:00 > 0:41:04- Right, I'll see. What was the novel called?- The Associate.
0:41:04 > 0:41:05John Grisham novel.
0:41:05 > 0:41:08Every day on the underground,
0:41:08 > 0:41:12over 1,000 people accidentally leave something behind.
0:41:22 > 0:41:24All the lost items come here
0:41:24 > 0:41:28to a basement underneath the lost property office at Baker Street.
0:41:30 > 0:41:33It's different every day. You just don't know what's coming.
0:41:33 > 0:41:35That's a rucksack, obviously.
0:41:35 > 0:41:39iPhone is quite common now cos everyone's got one.
0:41:39 > 0:41:42iPads. You wouldn't believe how many iPads we get.
0:41:42 > 0:41:46iPad 2 come out, I think it got released on a Thursday or something,
0:41:46 > 0:41:48whatever day it got released.
0:41:48 > 0:41:51By the next Monday, we had two of them.
0:41:51 > 0:41:54Handbags is a nightmare.
0:41:54 > 0:41:56That's the worst. It's crazy.
0:41:56 > 0:42:00I don't want to say anything about women, but, wow.
0:42:00 > 0:42:03Some of the things we see in handbags.
0:42:03 > 0:42:06Knickers that have been worn. It's just not cool.
0:42:06 > 0:42:12I found, like, a broken crack pipe, I think, which,
0:42:12 > 0:42:16when you saw the Oyster card, it was, like, an elderly lady.
0:42:16 > 0:42:21I don't know how that works. People do some crazy things.
0:42:23 > 0:42:2740 full time staff work at the lost property office,
0:42:27 > 0:42:29looking after everything that London loses.
0:42:29 > 0:42:33Wallets and purses on this side.
0:42:33 > 0:42:35Keys.
0:42:35 > 0:42:39On this side is your ops, your sunglasses, glasses.
0:42:39 > 0:42:42Handbags, school bags
0:42:42 > 0:42:46and small briefcases, attache cases and that.
0:42:46 > 0:42:49Lunch boxes and make-up bags.
0:42:49 > 0:42:52Buggies, we got them all over the place.
0:42:53 > 0:42:56Mobile phones on this side.
0:42:56 > 0:43:00That's an awful lot of mobile phones.
0:43:00 > 0:43:05We've had 10,421 mobiles since April.
0:43:05 > 0:43:07MOBILE PHONE RINGS
0:43:07 > 0:43:10Some of them are still switched on, as you can hear!
0:43:10 > 0:43:13Sometimes in a morning and there's alarms going off everywhere.
0:43:13 > 0:43:14It scares you.
0:43:14 > 0:43:16At any one time,
0:43:16 > 0:43:20the basement at Baker Street holds 200,000 items of lost property.
0:43:28 > 0:43:30This is something that come in.
0:43:30 > 0:43:34We nearly sent this to charity, which would have been funny.
0:43:34 > 0:43:36Samurai swords.
0:43:36 > 0:43:40- Any embarrassing objects?- We had a couple. They'd been on holiday.
0:43:40 > 0:43:45Opened the suitcase up and everything imaginable was in there.
0:43:45 > 0:43:49Big ones, small ones, fat ones, thin ones. Gimp masks, the lot!
0:43:49 > 0:43:52Did they come back and claim it?
0:43:52 > 0:43:55Yeah, I think the guy sent his missus in for it,
0:43:55 > 0:44:00cos there's no way I would have come in for it without wearing a mask.
0:44:00 > 0:44:03Upstairs, it's the job of the front-of-house staff
0:44:03 > 0:44:07to deal with the bereft customers.
0:44:07 > 0:44:09I lost something on Sunday night.
0:44:09 > 0:44:12All the things is some document.
0:44:12 > 0:44:15- Like in a folder? - In a folder and in Chinese.
0:44:15 > 0:44:19- Oh, so the documents in this folder are in Chinese?- Yes, right.
0:44:19 > 0:44:22I'm inquiring whether something of mine has been found.
0:44:22 > 0:44:27A computer carrier case like this. But there wasn't one in it.
0:44:27 > 0:44:30I lost my wallet about a month ago now.
0:44:30 > 0:44:34I had very shallow pockets that day and it just plum fell out.
0:44:34 > 0:44:35Mr Speed?
0:44:35 > 0:44:37And every day,
0:44:37 > 0:44:41over 300 people are reunited with their precious belongings.
0:44:41 > 0:44:45Ah, there it is. Memory stick. That was the important thing.
0:44:45 > 0:44:48It's just my bag. It had my glasses in it.
0:44:48 > 0:44:51A bit of a struggle navigating London cos I don't know the area,
0:44:51 > 0:44:54so trying to see signs on the tube and in the street,
0:44:54 > 0:44:56it's not been the easiest for me.
0:44:59 > 0:45:01It's like seeing everything in HD.
0:45:02 > 0:45:04What's in the bag?
0:45:04 > 0:45:07Radio-controlled cars and a radio-controlled transmitter.
0:45:07 > 0:45:09These are the cars.
0:45:09 > 0:45:12There's like £400 here, so...
0:45:12 > 0:45:14It was a huge loss.
0:45:14 > 0:45:19My iPod, and I love my iPod.
0:45:19 > 0:45:23I was getting off a train at Green Park to change
0:45:23 > 0:45:26and the train lurched and I had two bags in my hand -
0:45:26 > 0:45:29one had the iPod and my French book in there, to do my lessons,
0:45:29 > 0:45:33and the other had my other thing, and when I got off, I realised
0:45:33 > 0:45:37that with the lurching of the train, I had dropped the one bag.
0:45:37 > 0:45:40- And the doors had just shut.- Oh, no!
0:45:40 > 0:45:43So I knew immediately, you see. I couldn't get back on.
0:45:43 > 0:45:46- Here's your bag. You check it. - Yeah, thank you.
0:45:46 > 0:45:49I told you it wouldn't be. Somebody stole the iPod.
0:45:49 > 0:45:51Well, they would, wouldn't they?
0:45:51 > 0:45:52I've got the book.
0:45:54 > 0:45:56Thank you.
0:46:05 > 0:46:08At Ladbroke Grove station,
0:46:08 > 0:46:12Ben and James are investigating another persistent fare-evader.
0:46:12 > 0:46:15Since the Underground introduced Oyster cards
0:46:15 > 0:46:18as a new method of paying for travel,
0:46:18 > 0:46:21customers have discovered new ways of scamming the system.
0:46:25 > 0:46:28We've come down, we need to have a look at some CCTV
0:46:28 > 0:46:32and try to identify someone who's using this station.
0:46:32 > 0:46:34It's Ben's speciality.
0:46:35 > 0:46:37Why is it?
0:46:37 > 0:46:40What James means is he's not very good with computers.
0:46:40 > 0:46:41I know how to turn it on.
0:46:41 > 0:46:44A central database records the activity
0:46:44 > 0:46:48of all seven million Oyster cards currently in use across the city.
0:46:48 > 0:46:51The data is carefully controlled and only held for eight weeks.
0:46:51 > 0:46:54Suspicious patterns of use are passed on to the revenue department.
0:46:54 > 0:47:00This is a recent report, that was given to us yesterday, wasn't it?
0:47:00 > 0:47:03The database gives information about where and when
0:47:03 > 0:47:07the suspect Oyster card was used, but not who was using it.
0:47:07 > 0:47:12They need to search CCTV footage to match the card to its user.
0:47:12 > 0:47:14On 5th August,
0:47:14 > 0:47:20the person we're looking for came in at Ladbroke Grove at 16:28.
0:47:20 > 0:47:24So now what we'll do is we'll look at 5th August for that specific gate,
0:47:24 > 0:47:27gate number 41 and 42, at Ladbroke Grove,
0:47:27 > 0:47:30and see if we can identify the person who's doing it.
0:47:30 > 0:47:34- No idea what they look like? - Absolutely none. Could be a male,
0:47:34 > 0:47:38- could be female.- Sorry, James. Just got it.- OK.
0:47:38 > 0:47:40- Who are we looking at? The guy in blue?- Yeah,
0:47:40 > 0:47:43the guy in a blue T-shirt, big headphones on.
0:47:43 > 0:47:46He's touching in on the entry gate with an Oyster card.
0:47:46 > 0:47:48He goes in through that gate.
0:47:48 > 0:47:50- Watch the paddles on the way out. - He's turning,
0:47:50 > 0:47:53and he's reaching towards the way-out Oyster card reader.
0:47:53 > 0:47:56He touches on there and this gate is seen to open,
0:47:56 > 0:48:00so he's touched in and then touched out, and now he turns
0:48:00 > 0:48:03away from the gate and comes up the stairs towards the platform.
0:48:03 > 0:48:08By touching the entry and then the exit reader at the same station,
0:48:08 > 0:48:10the customer fools the Oyster system into not charging him
0:48:10 > 0:48:12the full amount for his journey.
0:48:14 > 0:48:17So he should be walking up the stairs towards this camera.
0:48:17 > 0:48:20Let's hope so. Here he comes.
0:48:20 > 0:48:23He's smiling. Busted.
0:48:23 > 0:48:26Do you think they know that you can see them?
0:48:26 > 0:48:27No.
0:48:28 > 0:48:32No. Most people are not aware that all their movements
0:48:32 > 0:48:35with Oyster are recorded and kept.
0:48:35 > 0:48:39Now they have a face and a regular pattern of travel,
0:48:39 > 0:48:41Ben and James will return to Ladbroke Grove
0:48:41 > 0:48:44to try and find the customer.
0:48:44 > 0:48:46If we come down to try and intercept him,
0:48:46 > 0:48:48I bet he's wearing the same big red headphones.
0:48:48 > 0:48:51If you listen to music on the train, you'll do that...
0:48:51 > 0:48:54- ..all the time.- Yeah, as a habit.
0:48:58 > 0:49:01On the Metropolitan Line,
0:49:01 > 0:49:04the new train from Derby is almost ready for service.
0:49:04 > 0:49:08It's being given a final test run.
0:49:08 > 0:49:11For the train operators who work on this line,
0:49:11 > 0:49:14new trains mean learning to drive all over again.
0:49:14 > 0:49:17I say it's like a new mobile phone, you know?
0:49:17 > 0:49:22Once you get used to it, they're very easy. I find them great.
0:49:22 > 0:49:26Joe Breslin is one of a team of instructors
0:49:26 > 0:49:29coaching all 303 Metropolitan drivers
0:49:29 > 0:49:32on how to handle these state-of-the-art machines.
0:49:32 > 0:49:35All right, then. Just take your time.
0:49:35 > 0:49:37VOICE OVER RADIO - INDISTINCT
0:49:37 > 0:49:40- VOICE OVER RADIO:- '...west-bound at this time.
0:49:40 > 0:49:45'A slight delay while we divert a defective train into Margate Bay Road...'
0:49:45 > 0:49:51Some gentlemen retired early because they were too scared of this train.
0:49:51 > 0:49:53They decided it was their time to go.
0:49:53 > 0:49:57Some of our drivers have been on the line for 40-odd years, you know?
0:49:57 > 0:50:00And having to go back to school and learn all over again.
0:50:00 > 0:50:04They decided not to. They cashed in their chips and left.
0:50:04 > 0:50:06TRAIN TOOTS
0:50:06 > 0:50:10Unlike the old models, just one control runs these trains,
0:50:10 > 0:50:13setting the speed and activating the brakes.
0:50:13 > 0:50:16Known as the dead man's handle, the driver must keep hold of it
0:50:16 > 0:50:20at all times, or the train will automatically stop.
0:50:20 > 0:50:22OK, you're stopping...
0:50:22 > 0:50:25The new trains are also two metres longer
0:50:25 > 0:50:28and lining them up on the platforms isn't easy.
0:50:28 > 0:50:32Spot-on, you're in. These trains are much more advanced.
0:50:32 > 0:50:35They'll help you along. If you've got a problem it'll tell you.
0:50:35 > 0:50:39Technology wise, it's light years ahead.
0:50:39 > 0:50:42The old train is like a dragon.
0:50:42 > 0:50:45You can hear it breathe and sigh and make noises and bang around.
0:50:45 > 0:50:49This one seems to...just be quiet.
0:50:50 > 0:50:53This is nice. It's the way of the future, man.
0:50:53 > 0:50:56At £8 million a train,
0:50:56 > 0:51:00the new fleet is costing London Underground £1.5 billion.
0:51:01 > 0:51:03Quite expensive.
0:51:03 > 0:51:07If you look at the Underground itself, it's 100 years old plus.
0:51:07 > 0:51:09It has to continuously...
0:51:09 > 0:51:13You have to decide what you want. Either you want to run a...
0:51:13 > 0:51:18- a railway or not.- Passenger numbers are increasing every year.- Yep.
0:51:18 > 0:51:19The Olympics coming up.
0:51:19 > 0:51:22I think we carry something like 20...
0:51:22 > 0:51:25Is it 24 million customers a week?
0:51:25 > 0:51:30Let's just say, "Let's not spend any more money," and the whole thing will just fall apart.
0:51:41 > 0:51:43In their office next to Baker Street station,
0:51:43 > 0:51:47Ben and James are on the trail of the man with the red headphones.
0:51:47 > 0:51:50How long is it going to take him to go from Homerton
0:51:50 > 0:51:56- to Highbury and Islington and from there to King's Cross?- It should take about 20 to 25 minutes.
0:51:56 > 0:51:59Right, he's going to have to be somewhere along the line
0:51:59 > 0:52:01- or at Ladbroke Grove.- Yep.
0:52:01 > 0:52:04We're just sort of debating our best tactics
0:52:04 > 0:52:06for catching up with the user of this Oyster card.
0:52:06 > 0:52:09It's been fairly consistent for the last three weeks
0:52:09 > 0:52:13that they've made the journey starting in the Homerton, Hackney area
0:52:13 > 0:52:19at around about 7:15 to 7:40, and exiting Ladbroke Grove
0:52:19 > 0:52:22any time before just before 8:00 till about 8:30.
0:52:25 > 0:52:28Ben is monitoring the Oyster system.
0:52:28 > 0:52:31When the customer begins his journey at Homerton,
0:52:31 > 0:52:34they'll head to Ladbroke Grove, hoping to intercept him.
0:52:34 > 0:52:36OK in Homerton, 7:40.
0:52:36 > 0:52:40So we need to get moving.
0:52:40 > 0:52:43We actually can't show you the way that we normally get down there.
0:52:43 > 0:52:45We have these, like, poles.
0:52:45 > 0:52:49- RESEARCHER LAUGHS - But...
0:52:51 > 0:52:54I'm just getting on the train now. I'm on my way there.
0:52:54 > 0:52:56I'll be there in about ten minutes,
0:52:56 > 0:52:58but we know the individual we're looking for
0:52:58 > 0:53:00is definitely on his way there.
0:53:01 > 0:53:03Three units down there already.
0:53:05 > 0:53:07The customer's destination is only ten minutes away,
0:53:07 > 0:53:12allowing Ben and James to get into position before he arrives.
0:53:14 > 0:53:18- You're wearing the same outfits again.- Yeah.
0:53:18 > 0:53:22He's a higher rank. He has three stripes. He's a sergeant.
0:53:22 > 0:53:23I'm only a corporal.
0:53:28 > 0:53:30- OK.- Just have a look at the loading.
0:53:30 > 0:53:34- Let's have a little look.- I'll just wait along here, Ben.- Yeah, yeah.
0:53:34 > 0:53:37Spotting their man at the station is going to be a long shot.
0:53:37 > 0:53:42Although they're certain that his card has touched into the system, there's no guarantee
0:53:42 > 0:53:47he'll come to his usual station or that they'll see him in the crowds.
0:53:47 > 0:53:51- Want to check them all? - Yeah, they're all all right.
0:53:51 > 0:53:55In the images we've got of him, he's wearing big red headphones.
0:54:01 > 0:54:06If it's too busy, Ben, anyone who looks similar, we'll do a stop on.
0:54:06 > 0:54:08All right?
0:54:10 > 0:54:14Hello, sir. Ticket inspector for London Underground.
0:54:14 > 0:54:17Could I just check your Oyster card, please? Thanks, mate.
0:54:17 > 0:54:20OK. Yeah, can you just take your Oyster card out?
0:54:20 > 0:54:24I just want to check it's the Oyster card that I want to find.
0:54:26 > 0:54:29- Watch it - you're going to drop money.- Yeah, it is this one. OK.
0:54:29 > 0:54:33- Where have you travelled from this morning?- Homerton.- OK.
0:54:33 > 0:54:36- Have you got any other tickets that you're using today?- No.- OK.
0:54:36 > 0:54:39- I need to get your name and address. - Why's that?
0:54:39 > 0:54:43Because I'm investigating suspected offences using this Oyster card.
0:54:43 > 0:54:45I gave my Oyster card to my friend to use as well.
0:54:45 > 0:54:48- You shouldn't be doing that. - If I'm not going on the train
0:54:48 > 0:54:51- and he wants to use it... - No.- It's not transferable.
0:54:51 > 0:54:54I think you know this Oyster card hasn't been used correctly
0:54:54 > 0:54:57and that's why you're trying to say someone else has been using it.
0:54:57 > 0:55:00- OK.- Is that right?- That's not right. - OK.
0:55:00 > 0:55:02Shall we move back from the platform edge?
0:55:02 > 0:55:06At the moment he's saying he lost the card and someone else had it
0:55:06 > 0:55:09but he won't tell Ben who it was but the CCTV and everything else that
0:55:09 > 0:55:13we've got proves totally different to that, so we'll see how we go.
0:55:13 > 0:55:16What you normally do is you touch in at Homerton,
0:55:16 > 0:55:19then you immediately touch out at Homerton,
0:55:19 > 0:55:21and then you get on the train
0:55:21 > 0:55:23and then the next time you touch out is here at Ladbroke Grove.
0:55:23 > 0:55:26- You remember doing that? - So, is that a bad thing, then?
0:55:26 > 0:55:29- Sorry?- Is that a bad thing?- Yes.
0:55:29 > 0:55:31Basically, there's no reason for doing what you're doing
0:55:31 > 0:55:35unless you know it saves you money by avoiding paying for Zone One.
0:55:35 > 0:55:40- There's no explanation for doing that.- I've answered your question the best as I can.
0:55:40 > 0:55:43I've been naive. I was silly. Check my record. I'm a clean boy.
0:55:43 > 0:55:46I've been to university. I've done all of that.
0:55:46 > 0:55:48POLICEMAN SPEAKS - INDISTINCT
0:55:48 > 0:55:51You've got at least a £10 note in your wallet. I saw that.
0:55:51 > 0:55:53The customer eventually gives his details
0:55:53 > 0:55:58and is later prosecuted in court and fined £110 plus costs.
0:55:58 > 0:56:01I have more sympathy with people that really can't afford it
0:56:01 > 0:56:03and are just doing it because they...
0:56:03 > 0:56:07They're honest with you and they say, "I just can't afford it. It's too expensive."
0:56:07 > 0:56:12Compared to someone who you deal with and you know pretty well that they can afford it, but they just...
0:56:12 > 0:56:15Personal greed - they want to save money.
0:56:31 > 0:56:34It looks good. "Love hurts more than hate."
0:56:34 > 0:56:38It is a lot of love. It's Friday, the weekend. People might feel happy.
0:56:41 > 0:56:43Hello?
0:56:43 > 0:56:46- Hi. I'm from St Pancras...- Yes?
0:56:46 > 0:56:49I paid £3.70.
0:56:49 > 0:56:51Right. The fares did go up.
0:56:51 > 0:56:54Since I've been working here they've been gone up every year
0:56:54 > 0:56:57but people still pay it.
0:56:57 > 0:57:02They have to get around London somehow. The quickest route is the Underground.
0:57:10 > 0:57:15The new trains, they're fantastic. They're bigger, they're spacious, they're well lit.
0:57:15 > 0:57:19- It's better than before, definitely. - It's the best. The best, definitely.
0:57:19 > 0:57:22I think it's cleaner.
0:57:22 > 0:57:24It's smarter.
0:57:24 > 0:57:25But it wobbles a bit.
0:57:28 > 0:57:29Yeah, they do look different.
0:57:29 > 0:57:33They look streamlined and they look acceptable.
0:57:33 > 0:57:35A train is a train.
0:57:35 > 0:57:39Once you've seen one train, you've seen them all, basically!
0:57:41 > 0:57:43Good morning, revenue control.
0:57:43 > 0:57:46Tickets and passes, please. Thank you very much.
0:57:46 > 0:57:51If you don't touch in, or touch out, it is a penalty today, of £25.
0:57:51 > 0:57:54They get caught in the end. They all get caught in the end.
0:57:54 > 0:57:58And we tend to think, "Oh, horrible place, horrible people."
0:57:58 > 0:58:00But it isn't!
0:58:00 > 0:58:03I think the majority of Londoners are nice people,
0:58:03 > 0:58:05they're honest people.
0:58:05 > 0:58:08This is definitely the best city in the world.
0:58:30 > 0:58:33Subtitles by Red Bee Media Ltd