>> 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 that you were taken from us so young. >> diana was a pioneer. she was ahead of her time. >> she haunted the royal family and still haunts the royal family to this day. diana is never far away. >> i had dreams as a young girl i want this. not want, hoped. ♪ ♪ ♪ ♪ this is cnn breaking news. >> i'm jean in washington and paris france tonight, a tragedy with princess diana has been in an automobile accident. she's been injured. her companion with whom she's been romantically linked 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 dianna, princess of wales has been killed in a car accident. >> the accident happened as their car was being chased by photographers in a road tunnel near the identical tower. the princess died in hospital a few hours later. >> our correspondent nicolaus is with me now. one's heart goes out to the young princes, william and harry. >> william and harry i indeed. i don't know whether the princes themselves would have been told but certainly the prince of wails has been told and the queen would have been told about it, as well. >> the news came through directly from paris from our ambassador out there, 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 was a woman he had loved and there was also this feeling of oh my god, i'm going to get blamed for this. >> the marriage was over, but he still felt a huge obligation towards herm mainly in the shap of her sons sleeping a few yards away. >> the queen and prince charles got up and talked together, discussed whether they should tell the boys and i think what rightly charles decided, what is the point of waking up the boys now? we don't know the truth of it. we'll wait until the morning. he chose i believe to talk to william first, his eldest, which is unlble and together, they then went and told prince harry, who was just 12. i think charles' 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 in those last few months of diana's life, the relationship between prince and princess had improved quite consi considerably. he would pop in and say hello and diana was thrilled about it. she said you'd never guess who just came 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 they had been through, it was all that much more remarkable, really. >> 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 respects, young people grieving for a princess they regarded as their own. >> she was young. she was fresh. she put the royal family wasn't something that was still stuck in the 19th -- 18th century.8th. [crying] ♪ ♪ >> 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 life and support. >> 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 morning of grief for a fallen princess of wales. [crying] ♪ ♪ >> we have experienced shocking deaths before, jfk a perfect example, but nothing like this and an 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 rule book 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 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 what is 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 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 want to read this statement. it would appear every proprietor and editor that is paid for intrusive anex ploytive photographs of her 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, 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, the body of diana princess of wales leaves a hospital in pa 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' london home kensington palace and buckingham palace. >> all these people had come insti instinctively, 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. there was nothing to acknowledge the sense of loss that people were feeling. i can remember thinking 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 is no support for diana. there is no mourning or grieving. where is it? ♪ thousands of women with metastatic breast cancer are living in the moment and taking ibrance. ibrance with an aromatase inhibitor is for postmenopausal women or for men with hr+, her2- metastatic breast cancer as the first hormonal based therapy. ibrance plus letrozole significantly delayed disease progression versus letrozole. ibrance may cause low white blood cell counts that may lead to serious infections. ibrance may cause severe inflammation of the lungs. both of these can lead to death. tell your doctor if you have new or worsening chest pain, cough, or trouble breathing. before taking ibrance, tell your doctor if you have fever, chills, or other signs of infection, liver or kidney problems, are or plan to become pregnant, or are breastfeeding. for more information about side effects talk to your doctor. ♪ be in your moment. ask your doctor about ibrance. we're getting destroyed out there. we need a plan! right now, at t-mobile, customers on magenta max can get the new iphone 13 pro... and t-mobile will pay for it! upgrade to the iphone 13 pro... on us. ♪ (man) still asleep. 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(vo) reflect on the past, celebrate the future. season's greetings from audi. ♪ fresh flavors... classic dishes... ♪ and a new seat at the table. ♪ (tiger) this is the dimension of imagination. ♪ my skin but better. everyone wants it... ...this does it! new true match nude tinted serum. 1% hyaluronic acid in a foundation. feels like second skin, naturally radiant! new true match tinted serum from l'oreal paris. we're worth it! lisa here, has had many jobs. and all that experience has led her to a job that feels like home. with home instead, you too can become a caregiver to older adults. apply today. even though tony blair had said this is going to be an outpouring of grief like we've never seen before, i think everyone was surprised by the volume of people and the volume of flowers. >> people were wailing with grief in a way that was quite frightening. >> the public felt that they were doing the right thing, many of them wanting to make a physical pilgrimage to go to buckingham palace but the queen was in scotland and 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 barmoral but this is a family trying to come to terms of the loss of a woman of these two boys. >> princess diana was incredibly close to william and harry. for them, the loss of her must have been unimaginable. >> we seen diana as in one sense the mother who hugged, who loved, who smiled at her boys. >> my own children, i'm just having a terrific understand. >> where they have been before. >> you saw other royals' children it was guarded and formal but to see her scoop them up and hug them and kiss them and do whatever, it was lovely. >> i love my children to death. i get in bed with them at night and hug them. i say who loves you the most in the whole wide world? they say mommy. always that. always feed them. 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 often 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. >> prince william spent a night sleeping rough on the streets of london as part of his work supporting center point, a charity for the homeless. >> that 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. >> in the days of her death, the public is doing what diana did. they are putting this cause of diana's death into action. >> it became a change from the royal family to an individual is more important. people weren't supported to put flowers in front of buckingham palace and come together like that. >> the question a lot of people here in britain are asking this morning is where is 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 you care. protocol be dammed. >> 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. >> 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 they should know how all her people feel about diana. >> you had this criticism where is our queen? the palace was kind of under attack. ♪ ♪ >> the monarchy in britain was on a knife edge at that point. they felt when and if the queen appear in london, she would be coursed and things would be thrown at her and it's the closest i ever come to a feeling the monarchy might be over thrown in someway. (max vo) offer ends november 17th. at vanguard, you're more than just an investor, you're an owner with access to financial advice, tools and a personalized plan that helps you build a future for those you love. vanguard. become an owner. [sound of lawnmower] [vocalizing] [drum sounds] [dental machine noise] looks like someone has a sweet tooth. ♪ [food sizzling] here you go buddy. thank you. ah, thank you. have a good one. you too. [singing] happy birthday curve of the cartesian plane good job. ♪ [cheering] [cheering and clapping] [sound of armor clicking] [electrical noise sound] [clicking sound] ah! yes! [laugh] you may kiss the bride. [cheering] it is about communication. i love you very much. ♪ [sound of tape application] sign up for three [sound of plane engine] ♪ we love you, mom. we love you, dad. [sound of ocean] oh my god. that's our baby girl. [sound of heartbeat on ultrasound] ♪ in business, setbacks change everything. so get comcast business internet and add securityedge. it helps keep your network safe by scanning for threats every 10 minutes. and unlike some cybersecurity options, this helps protect every connected device. yours, your employees' and even your customers'. so you can stay ahead. get started with a great offer and ask how you can add comcast business securityedge. plus for a limited time, ask how to get a $500 prepaid card when you upgrade. call today. on the eve of princess diana's funeral the royal family is returning to london hoping to quail the criticism of their action since diana's death. the queen will address the nation in a rare nationally televised speech. >> i think it was untenable for them not to react because the pressure was coming from every side. >> the exitis began this morning. >> when they decided to move, they moved. >> when the royals came home 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 from scotland tributes to princess diana outside kensington palace. >> there was a very real sense of concern among charles' 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 andiam a >> 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 they would be mourning in this dignified way and they would be meeting people from all walks of life. >> one of them said later many of the hands they shook were wet, wet from tears. >> i think many of us feel that is the first time we seen charles be a father. >> charles. >> once diana died, he really did step up to the plate. he was there for them. people were craving contact with the monarch. they wanted to know their queen had feelings, as well. ♪ ♪ >> it was a very, very bold example of personal leadership the queen should mingle with the crowds because as far as she knew, there might be a hostile crowd out there. >> protocol and precedent dramatically overturned as the queen responded to the public's queen hurt by suggestions the royal family were indifferent after the death of princess di diana, she left no one in doubt that she was deeply moved by this overwhelming grief that spoke by the whole nation. >> the royals 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 love, 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 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. >> that eve of the funeral is almost a turning point in the rain where the queen comes under the most sustained pressure he's ever been under. >> it was a fbacklash from the public that thinks if we don't modernize, we'll die as an institution. >> there has been this myth that diana was a royal rebel but diana was in many way as conventional and traditional person. she was immensely in awe of the queen and the institution she knew the power of monarchy. >> i long to talk to her. i always said to her, i'll never let you down. >> there is 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 went and sat in this couple's house, imp they had tea. a highly unusual 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 part of the royal family between us and them. people genuinely did feel she was their mother or their daughter or their sister. >> hello. >> 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 much such a difference to other people's lives 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 we'll see whether they changed enough. excuse me! coming through! ugh! and then...the present. and finally, ebenezer...the future! introducing the all-electric eqs. happy holidays from mercedes-benz. (tiger) this is the dimension of imagination. ♪ (man) go on, girl, go on and get help! [heartwarming music] (man) ah! 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[crying] >> diana i love you and that scream went through all of us. it was hard not just physically but mentally. on the side of you, you had thousands and thousands of people. some people crying, some people clapping, some people quiet. and that little wreath that said mommy, i think it spoke volumes 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 phillip that said to the boys, if you do, will you do but i remember watching that funeral at home and i actually did start weeping. >> there was clearly for charles, if there were still any sort of re doubts about his security, there would be enormous safety in the fact he was walking alongside his sons and nobody would 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 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, i think that we see a direct line from that to the ed a vadvocacy that prince has been doing around mental health. >> of course, harry is going to be open about what he went through. he's the son of diana. >> i can safely say 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 sticking my head in the sand and refusing to think about my mom because why would that help? it will make you sad. i won't bring her back. from an emotional side, don't let your emotions be part of anything. >> it's so grave for him to talk about that pain he felt and how he tried to cope. again, there is his mother. there is his mother's influence talking about something that people don't talk about nearly enough. >> we know now the effect that diana's death had on the two boys but the fun weral service still to come. this is spencer's chance to speak out. the world is watching. ♪ fresh flavors... classic dishes... ♪ and a new seat at the table. ♪ ♪ [laughing and giggling] (woman) hey dad. miss us? 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(max vo) offer ends november 17th. after 40 wrinkles deepen and skin can get uneven but here's the good news. new revitalift retinol night cream, the first pressed cream by l'oreal. a hygienic jar containing two derm recommended ingredients retinol + niacinamide pressed into a deep moisturizing night cream. this is genius. after 14 nights wrinkles start to be less visible and skin tone looks more even. i can keep this right? new revitalift retinol pressed cream by l'oreal paris don't stress, press, because we're worth it. it's a tragedy but historic as well and we thought we'd stay and watch it. it's a wonderful place to watch in the middle of new york city. >> across the middle east, troubles were put aside as they watched the live television coverage where they could. hong kong's union flew at half mass and tributes outside the british consulate. thousands gathered outside times square to watch the 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 comptroller in charge said we're a bit worried that we won't be able to fill westminster abby . >> when they carried diana's casket in and i could see it where i was silttting, i felt physical pain. i 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 a symbol of selfless humanity. a standard barer for the rights of the truly. >> earl spencer captured the spirits of diana what made her unique but he was angry. >> there is no doubt she was looking for a new direction in her life at this time. she talked endlessly about getting away from england mainly because of the treatment she received at the hands of the newspapers, it is a point to remember of all the irony 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 e masked 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 him. >> i remember at the time just thinking oh, so spicy. it was -- 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. i think for the public was really a stand in for them. 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 balmy 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 the sun was shining, you know, it was a beautiful day. [ applause ] >> and then it was inside the abbey and swept up to the alter. >> 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. >> 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. lisa here, has had many jobs. and all that experience has led her to a job that feels like home. with home instead, you too can become a caregiver to older adults. apply today. ♪ ♪ ♪ ♪ [sound of lawnmower] [vocalizing] [drum sounds] [dental machine noise] looks like someone has a sweet tooth. ♪ [food sizzling] here you go buddy. thank you. ah, thank you. have a good one. you too. [singing] happy birthday curve of the cartesian plane good job. ♪ [cheering] [cheering and clapping] [sound of armor clicking] [electrical noise sound] [clicking sound] ah! yes! [laugh] you may kiss the bride. [cheering] it is about communication. i love you very much. ♪ [sound of tape application] sign up for three [sound of plane engine] ♪ we love you, mom. we love you, dad. [sound of ocean] oh my god. that's our baby girl. [sound of heartbeat on ultrasound] ♪ it all began in the shadow of the palace and so it was to end. diana's hearse framed by mourners and the country akd with sadness. >> people say to me thank you for coming. little sentences that put together -- thank you for being you. >> she had no real concept of her power of persuasion. she thought she just went out and smiled and said interesting things and people were grateful and took photographs and went away. it was much more than that. people went away from encounters with diana and never forgot about them. it's easy to say i think she would have gone on to be an even greater figure but i do. the legacy she leaves are her sons. she de-royaled them in a way. they had been taken out of the box of monarchy and been made modern and we'll see the benefit of diana's legacy when william comes to the throne, 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 traveling 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 definitely modernizing the face of the royal family. i think a big part of that is how accessible they are. how relatable they are. >> i think in william we have someone who felt the burden of kingship weigh very, very 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. >> thank you very much. i'd love to. >> william and kate are more emblematic than anybody 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 that 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 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. large sections of the public did not expect that. when that happened, there was a backlash. one of the things you'd see with meghan markle that i think you saw with diana was 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. >> he 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're certainly very active in the charitable space. they are able to live life on their own terms. i do think diana would have loved that for harry. >> in the way princess diana brought up her sons she really shaped the men they would become and in doing so changed the direction of the royal family. >> diana's legacy is rippling through history in an extraordinary way, a way i think we've never seen before. >> the story that if we are intelligent and perceptive we can see still has a continuing relevance 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 upon that 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 would rather do it on my own. but even in fairy tales, being a princess is like living in a gilded cage. 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 out shine anybody, out glitz 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, 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. now more than ever gay americans are free to be out and proud. >> amazing. >> we're all aware of the decades long fight for moral acceptance of homosexuality. >> incredible. >> but i was shocked that at one time gay people were believed to be a threat to the united states, itself

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