on a knife edge. >> 2 1/2 billion people tuned in. >> william is thinking why are they crying but i can't? >> it's just such a reminder of what has been lost here. >> diana, whose bud beauty both internal and external will never be extinguished from our minds. i stand before you today, the representative of a family in grief, in a country in mourning, before a world in shock. >> diana's death really did bring the royal family to its

knees. >> diana was the very essence of compassion, of duty, of style, of beauty. >> diana seems to have defied her critics, people who wanted her to shut up and go away. >> we will all feel cheated always, but you were taken from ul us so young. >> diana was a pioneer. she was ahead of her time. >> she haunted the royal family, and she still haunts the royal family to this day. diana's never far away. >> i had dreams as a young girl if i want this, that and the other. not want. hoped. ♪

this is cnn breaking news. >> i'm jean meserve in washington. in paris, france a tragedy. britain's princess diana has been in an automobile accident. she has been injured. her companion dodi al fayed with whom she has been romantically linked over the last month or so, reportedly was killed. >> i saw there was a message on the phone answering machine, and it was from a fleet street editor saying had i seen the news about princess diana. and did i want to say anything. >> we have reports from paris that diana princess of wales has been killed in a car accident. >> the accident happened as their car was being chased by photographers through a road

tunnel near the eiffel tower. the princess died in hospital a few hours later. >> our royal correspondent nicholas stone is with me now. nicholas, one's heart goes out especially to the young princes, william and harry. >> william and harry indeed. i don't know whether the princes themselves would have been told yet, but certainly the prince of wales has been informed and i'm sure the queen will have been told about it as well. >> the news came through to balmoral directly from paris through our ambassador out there, sir michael jay. i think charles was in absolute shock that this had happened. he felt immediately for his sons obviously, and there was personal grief as well. this is a woman he had loved. but it was also this feeling oh, my god, i am going to get blamed for this. >> the marriage was over, but he still felt a huge obligation toward her, mainly in the shape of his sons, who were sleeping

just a few yards away. >> the queen and prince charles got up and talked together, discussed whether they should tell the boys, and i think quite rightly charles decided that what was the point of waking up the boys right now, we don't know the truth of it, we'll wait till the morning. he chose i believe to talk to william first, his eldest, which is understandable. and together they then went and told prince harry, who was just 12. i think charles's decisions that night came from the heart, actually. he felt absolutely that his ex-wife was still the mother of the future king and was still the woman he had once loved and was still royal in some measure and should be treated accordingly. >> there was no doubt that in those last few months of diana's life the relationship between prince and princess had improved. it had improved quite

consi considerably. he would pop in and say hello and diana was thrilled about it. i remember her saying you'll never guess who's just come to see me. my ex-husband. >> charles and diana were on better terms in the months after the divorce. she even from time to time came to him for advice. >> after all the trouble and strife that they'd been through it was all that much more remarkable really. >> and i can remember the first conversation i had with tony blair, and he said this is going to be like nothing we've ever seen. >> dawn had not yet broken over buckingham palace as people began to arrive to pay their respects. young people grieving for a princess they regarded as their own. >> she was young herself. she was fresh. i think she showed that the royal family wasn't something still stuck in the 18th century.

>> i remember seeing crowds that were mourning just be very different. there were asian people. there were black people. there were old people. there were younger people. it did not feel like what we had been used to. it was very powerful in that it showed you the kind of people who had built this coalition of love and support around diana. >> the news about diana's death traveled all over the world. it reached every corner of the globe. >> for a country born in rebellion against british royalty, it was a remarkable outpouring of grief in washington for a fallen princess of wales.

>> we have experienced shocking deaths before. jfk a perfect example. but nothing like this and on this scale. it would have been a big challenge for tony blair because he was a very new prime minister at this point. there wasn't really a sort of rule book about how to deal with anything like this. >> the people everywhere, not just here in britain, everywhere, they kept faith with princess diana. they liked her. they loved her. they regarded her as one of the people. she was the people's princess. and that's how she will stay, how she will remain. in our hearts and in our memories forever. >> the phrase "the people's

princess" would absolutely cause a division between the public and the royal family. so you have to ask, well, then what's the royal family? are they not the people's prince or the people's queen? >> i remember reporting that morning on the fact that the boys were seen going to church. i thought, how strange. but this is a family that does things by routine. >> the service in the local church lasted an hour, but not once was the princess mentioned by name. as prince charles and his sons left with the rest of the family princess diana's brother was giving his very public and very angry reaction to her death. >> good morning. i just want to read this statement. it would appear that every proprietor and editor of every publication that has paid for intrusive and exploittive photographs of her, encouraging greedy and ruthless individuals to risk everything in pursuit of diana's image has blood on his

hands today. >> diana and her brother charles were very close as children. their relationship went through highs and lows. but essentially i think there was a huge love between the two of them. >> there had been difficult times between them. but it's the birthday party at the tate, it was her 36th, and it was a charity event, and she did say to one of her friends, the only person i want to see in that whole room is my brother, charles. and it was in fact the last time they saw each other. >> flanked by an honor guard of french soldiers, the body of diana, princess of wales, leaves a hospital in paris. >> prince charles went to the hospital in paris, and when he saw her body he noticed that she was missing one of her gold

earrings and he said she can't go without her earring. he can't fully confront his grief. so he becomes fixated on one small object. those who saw charles come out of the room said that he was like a different man. he was completely grief-stricken. >> crowds are gathered outside the princess's london home, kensington palace, and outside buckingham palace. >> all these people had come instinctively, they had gravitated to buckingham palace as the focal point of their grief. and there wasn't a candle in a window. there wasn't a piper playing a lament. there was nothing to acknowledge the sense of loss that people were feeling. and i can remember thinking, hmm, that's not a good sign. >> the public needed and wanted

somebody within those palace walls to come out and mourn with them. because there's no support for diana. there's no mourning or grieving. where is it? ♪ [dog barks] [dog panting] [dogs barking] [dogs growling] [dogs whimpering]

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like we've never seen before, i think everybody was surprised by the volume of people and the volume of flowers. >> people were wailing with grief. in a way it was sort of quite frightening. the public felt that they were doing the right thing. many of them wanting to make a sort of physical pilgrimage to go to buckingham palace. yet they saw the queen up in scotland and she hadn't even come down to london. >> i think the queen was absolutely bewildered by what transpired that week. she couldn't understand that her people were demanding that she share her private emotions. it's not something she does. >> it became very controversial and unpopular with a lot of

people that they stayed in balmoral. but this is a family that's trying to come to terms with the loss of the mother of these two boys. >> princess diana doted on her sons. she was incredibly close to william and harry. for them the loss of her must have been unimaginable. >> we had seen diana as in one sense the mother who hugged, who loved, who smiled at her boys. diana has changed the boys from what royals really have been before. >> when you saw other royals with their children it was always very guarded and very formal. but to see her, you know, scoop them up and hug them and kiss them and do whatever it was lovely. >> i hug my children to death.

i get in bed with them at night and hug them. i always say who loves you most in the whole wide world and they always say, mommy. it's always that. always feed them. it's so important. >> princess diana wanted to show her sons harry and william what the real world was like. she would take them to homeless shelters and take them to meet people who were sleeping rough on the streets. >> princess diana cared deeply about center-point. her visits to the homeless youngsters were always in public. but she also took princes william and harry as children on private, often late-night visits. following in his mother's footsteps prince william became patron of center-point, his first patronage. >> prince william has spent a night sleeping rough on the streets of london as part of his work supporting center-point, a charity for the homeless. >> it was a very powerful image, which catapulted the issue of homelessness onto the front

pages, where it had not been since the days of diana. >> diana put her causes that she was so passionate about into action. in the days after her death the public is doing exactly what diana did. they're putting this cause of diana's death into action. >> it became a change from deference to the royal family to a kind of individual is increasingly more important. people weren't supposed to put flowers in front of buckingham palace and they weren't supposed to come together like that. >> the question a lot of people in britain are asking this morning is where's the queen. >> the nation, every color, race, religion have pulled together for this. and they're not even here. they're hiding away in scotland. >> they're the most cold people on this earth. >> how can you not show that you

care in this moment? protocol be damned. >> many feel the palace is not doing enough. they want something more tangible. >> these headlines were the measure of the mood. part of the anger. the flag isn't half staff at buckingham palace. >> the queen wasn't in residence. so the flag wasn't flying. that would be traditional royal protocol. but the flag became a trigger point for people's anger. and the press, who were very keen to take the blame away from themselves, actually stirred up more of this anti-flag sentiment. >> our queen should be here in london with her people. this is her nation. and she should know how all her people feel about diana. >> you had this criticism of where is our queen. the palace was kind of under attack. >> the monarchy in britain was on a knife edge at that point. >> they really felt that when

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only from xfinity. nah. unbeatable internet. made to do anything so you can do anything. on the eve of princess diana's funeral the royal family is returning to london, hoping perhaps to quell some of the criticism of their actions since

diana's death. tonight the queen will address the nation in a rare nationally televised speech. >> i think that it had become untenable for them not to react because the pressure was coming from every side. >> the exodus from balmoral began shortly before 11:00 this morning. >> when they decided to move, they moved. >> when the royals came home -- >> thank you so much. >> -- a noble smile through grief from 15-year-old prince william as he with his father, prince charles, and 12-year-old brother prince harry, having come down if balmoral castle in scotland wandered amid tributes to princess diana outside london's kensington palace. >> there was a very real sense of concern among charles's protection, staff, that the prince of wales could be the focus of some public reaction.

they thought that people might shout at him, someone might throw something, a rotten tomato or turn their back on him, something that would be devastating for the monarchy and for charles personally and would greatly hurt william and harry. >> for them in that moment it was a huge foreshadowing of what the rest of their lives would be like and there was an expectation i think that even as young children there would be mourning in this dignified way and they would be meeting people from all walks of life. >> one of them said later that many of the hands they shook were wet, wet from tears. >> i think many of us feel that is the first time we have seen charles be a father. >> charles. >> thank you. >> once diana died he really did step up to the plate. you know, he was there for him.

>> people were craving contact with their monarch. they wanted to know that their queen had feelings as well. >> and it was a very, very bold example of personal leadership that the queen should mingle with the crowds, because as far as she knew they might be a hostile crowd out there. >> protocol and precedent dramatically overturned as the queen responded to the public's mood of grief. hurt by suggestions that the royal family were indifferent to the country's sorrow over the death of princess diana, she left no one in any doubt outside buckingham palace that she was deeply moved by this overwhelming grief that's felt by the whole nation. >> the royals just sort of pulled it out at the last minute. the queen's decision to speak directly from buckingham palace was the key moment.

>> it really was unprecedented for the queen to bow to public pressure and address us live from buckingham palace. >> what i say to you now as your queen and as a grandmother, i say from my heart. first, i want to pay tribute to diana myself. she was an exceptional and gifted human being. in good times and bad she never lost her capacity to smile and laugh, nor to inspire others with her warmth and kindness. i admired and respected her for her energy and commitment to others, and especially for her devotion to her two boys. this week at balmoral we have all been trying to help william and harry come to terms with the devastating loss that they and the rest of us have suffered. >> she humanized diana. and she spoke very sincerely.

one thing about the queen is that she says no more or less than what she feels. everything she said about diana in that address came from her heart. >> i admired and respected her. >> that eve of the funeral is almost a turning point in the reign where the queen comes under the most sustained pressure that she's ever been under. >> it was that ferocious backlash from the public which i think forced them to think if we don't modernize we're going to die as an institution. >> there's been this myth that diana was some kind of royal rebel. but diana was in many ways a very conventional and traditional person. she was immensely in awe of the queen and the institution. she knew the power of monarchy. >> i admire her. i long to get inside her mind and talk to her. i've always said to her, i'll never let you down.

>> there's no doubt that the monarchy had to change after diana's death. diana had demonstrated a new kind of royalty. and the family really learned those lessons enormously quickly. the queen, for example, went to glasgow in scotland and she went and sat in this couple's house. a very impoverished couple. and who made the queen tea. >> do you take milk and sugar, mum? >> could i just have a little milk? >> a highly unoosh thing for her to do. and she would not have done that i don't think, had it not been for the diana influence. >> up until diana there was really this invisible wall between the royal family and the public. she broke down that wall when she was a part of the royal family between us and them. >> people genuinely did feel she was their mother or their daughter or their sister.

she rubbed shoulders with very ordinary people. you see people's faces light up. because they knew she cared about them. >> it was because diana had made such a difference to other people's lives that we wanted to do the same. in the days after diana's death the people forced the royal family to change. but it's at the funeral that we'll see whether they've changed enough.

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for the thousands who'd camped out for the night, many of them in hyde park as well as outside westminster abbey, a few hours of sleep before they woke up to the cold reality. >> beautiful day. and the whole city was crowded with people. considering the number of times some part of the royal society had tried to write diana out of the royal story, here she was and everybody had come for her. >> we got told to form up outside the back door of kensington palace.

the next minute the undertakers brought the coffin out. the staff started coming out behind the coffin. they were crying. you could see the emotion in their faces. it was pure, pure love for her. >> as we're coming out to kensington palace we were following the carriage and all of us heard was this massive scream. >> we love you! >> "diana, i love you." and that scream went through all of us. it was hard. not just physically but mentally. either side of you had thousands and thousands of people. you had some people crying, some people clapping, some people quiet. that little wreath with the note on it that said "mummy," i think it spoke vomds of what we were doing there and who we were doing it for.

>> the note, it's so heartbreaking. something that you feel you are not supposed to see. it was just such a reminder of what has been lost here. >> i believe it was prince philip that said to the boys if i do it will you do it? but i remember watching that funeral at home and i remember i did actually start weeping. >> there was clearly for charles, if there were st. louis any sort of residual doubts about his security, there would be enormous safety in the fact he was walking behind his sons. and no one was going to do anything to the prince while he was there as the father of those two boys. >> a few years ago i interviewed william and he was saying on the day of the funeral itself all he could hear was people crying.

and he was just walking behind his mother's coffin and he was thinking, why are they crying but i can't? >> it's impossible that that did not have really important emotional repercussions for them. also, seeing their mother be so vulnerable about her mental health struggles and talk about her eating disorder, talk about her unhappiness, things that we see a direct line from that to the advocacy that particularly prince harry has been doing around mental health. >> and of course harry is going to be open about what he went through. he's the son of diana. >> i can safely say that losing my mom at the age of 12 and therefore shutting down all of my emotions for the last 20

years has had a quite serious effect on not only my personal life but also my work as well. my way of dealing with it was, yeah, sticking my head in the sand, refusing to ever think about my mum because why would that help? it's only going to make you sad. it's not going to bring her back. so from an emotional side i was like right, don't let your emotions be part of anything. >> it's so brave of him to talk about that pain he felt and how he tried to cope. again, there is his mother. you know, there is his mother's influence talking about something that people don't talk about nearly enough. >> we know now the effect diana's death had on the two boys. but the funeral service is still to come. this is earl spencer's chance to speak out. the world is watching.

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hong kong's union jack flew at half mast. and floral tributes were laid outside the british consulate. thousands of citizens gathered in the city's times square to watch the funeral service. >> so many people watched the funeral. 2.5 billion people tuned in. people stopped what they were doing all over the world to watch this. >> the controller who was in charge said we're a bit worried that we won't be able to fill westminster abbey. ♪

>> when they carried diana's casket in, and i could see it from where i was sitting, i actually did feel physical pain. i really felt as if my heart was breaking . >> i stand before you today the representative of a family in grief in a country in mourning before a world in shock. we're all united not only in our desire to pay our respects to diana but rather in our need to do so. diana was the very essence of

compassion, of duty, of style, of beauty. all over the world she was the symbol of selfless humanity. a standard bearer for the rights of the truly downtrodden. >> earl spencer captured the spirit of diana, talking about what made her unique. but he was angry. >> there is no doubt that she was looking for a new direction in her life at this time. she talked endlessly of getting away from england, mainly because of the treatment that she received at the hands of the newspapers. it is a point to remember that of all the ironies about diana perhaps the greatest was this -- a girl given the name of the ancient goddess of hunting was in the end the most hunted person of the modern age. and beyond that, on behalf of your mother and sisters, i pledge that we, your blood family, will do all we can to continue the imaginative and loving way in which you were

steering these two exceptional young men. so that their souls are not simply immersed by duty and tradition but can sing openly, as you planned. >> setting the two families apart and against one another in that way was extraordinary to hear. >> i remember at the time just thinking like ooh, like so spicy. it felt very righteous and fiery in appropriate measure. but i think that it very much like registered as a family that was upset about how their sister had been treated. and i think for the public was really a stand-in for them. it was like here is someone who is giving a tiny ounce of what we believe should be said. it certainly felt like it was a lightning rod moment. >> he read his eulogy to her. he sat beside the coffin. he read it to her. and he said, it sounds barmy probably but i felt she approved

of my words. >> above all we give thanks for the life of a woman i'm so proud to be able to call my sister. the unique, the complex, the extraordinary and irreplaceable diana, whose beauty both internal and external will never be extinguished from our minds. >> you heard a sound like rain outside. >> at first nobody knew what this noise was. >> it was quite unnerving. it sounded like hail on a tin roof. >> we all looked up, and it was still -- the sun was shining. you know, it was a beautiful day. [ applause ] >> and then it was inside the abbey and swept up to the altar. >> the royal family must have thought this is treason, this is

so telling, this is what people really think about us, we're going to have to do things differently. even william and harry i believe joined in with that applause. the queen certainly did not. i imagine at that stage she was sitting in quite a state of shock. one by one the unwritten rules surrounding the royal family are falling away. royal protocol is out of the window. and the diana effect only grows stronger from here. (customer) save yourself?! money with farmers. (burke) that's not wrong. when you bundle your home and auto policies with farmers, you save yourself up to twenty percent. (customer) that's something. (burke) get a whole lot of something with farmers. kinda creepy. ♪ we are farmers. bum-pa-dum, bum-bum-bum-bum ♪

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it all began in the shadow of the palace, and so it was to end. diana's hearse framed by silent mourners passed by just after noon, and the country ached with sadness. >> she was remarkably insecure. she had no real concept of her popularity, of her power of persuasion app as she thought

she just went out and smiled and said interest thengz and people were grateful and they took their photographs and went away. but there was much more than that. people went away from their encounters with skiena and they never forgot about them. >> it's easy to say she would have gone on to be an even greater figure. but i do. the legacy that she leaves are her sons. she deroyaled them in a way. they'd been taken out of the box of monarchy and they'd been made modern. and we'll see the benefit of diana's legacy when william comes to -- when a new order takes shape. the future of the british monarchy is still in diana's hands. >> diana was the people's

princess. and will chose one of those people to be his bride. >> william and kate, they have to be the rock that keeps the house of windsor trundling down the historical highway. but they also know the world will be a very different place for their children and for them by the time they come to the throne. >> will and kate are are definitely modernizing the face of the royal family, and i think part of that is how accessible they are, how relatable they are. >> i think in william we have someone who diana told me felt the burden of kinship he weigh very, he have heavily on his shoulders but who is really stepping up to the mark, who has all of her empathy with people and a modern way of doing things as she had, and has the makings

of a great king. >> first time here. not the last. >> william and kate are more emblematic than anybodies of the way the royal family has adjusted and incorporated the best of diana. >> harry of course is on a different path to his brother but a path that i'm certain his mother would be proud of. >> in choosing his wife harry went against royal expectation in various ways. he went for a woman who is american, an actress, a career woman, biracial, a feminist, very politically engaged. >> race has played a part ever since meghan and harry got tooth

r together. meghan markle was not the woman who the establishment thought prince harry would end up with. nobody expected that. the tabloid press did not expect that. and large sections of the public did not expect that. and when that happened, there was a backlash. but one of the things you'd see with meghan markle that i think you saw with diana is a real determination of spirit. >> princess diana was a blueprint for harry and meghan. she was the model of you can escape if you want but you have to fight for it. and you might lose a few things in the process. diana's life was cut short just as she found her freedom. but harry and meghan can forge their own path. >> i think harry and meghan represent a new possibility for the royal family and a new way of life. they've moved to california. they're living on their own.

they're doing these deals. they are certainly very active in the charitable space. they're able to live life on their own terms. and i do think diana would have loved that for harry. >> in the way that princess diana brought up her sons she really shaped the men they would become. and in doing so she changed the direction of the royal family. >> diana's legacy is rippling through history in an extraordinary way and i think a way we've never seen before. >> it's a story that if we are intelligent and perceptive we can see still has a continuing relevant not just for the modern royal family but for many other aspects of society for people in the public eye. what we should expect of them and what we shouldn't. >> usually famous figures fade

away into the pages of history. not diana. the tragedy is that we'll never know what diana could have become. >> diana had this fairy tale that young girls are brought up on of you marry the prince and you live happily ever after. and in a time when there was a lot of change for women in general she broke away from this fairy tale and said i'd kind of rather do it on my own. >> but even in fairy tales being a princess is like living in a gilded cage and anyone who does actually become a princess in real life you realize that that is just an illusion. >> but she crafted a new image of a modern princess, of

somebody who is independent and accomplished and has a voice and an identity, and i think especially for little girls today what a role model to have. >> princess diana's life was a blueprint for the modern woman. >> diana will be relevant for eternity. >> she could present herself in such a way that she could outshine anybody, outglitz anyone. and sort of dominate a gathering. and then it would be all over and she'd come up to me or i might see her later and she'd say, oh, how did i do? you were fantastic. >> we can all just continue to create stories about what could have been. and that's the sadness around the short life of diana. what could have been. from this extraordinary woman.

that frankly we hardly know. >> i was always different. i had always this thing inside of me that i was going somewhere different. ♪ there was always in the background this haunting shadow, this black cloud, and that's