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 defined her critics, people who wanted her to shut up and go away. >> we will all feel cheated, always, but you were taken from us so young. >> diana was a pioneer. she was ahead of her time. >> she still holds the royal family to this day. diana is never far away. >> my dreams as a young girl, i wanted to be -- not want, hoped. ♪ this is cnn breaking news. >> i'm jean in washington and paris, france, tonight, tragedy. britain's princess diana has been in an automobile accident. she has been injureled. s her companion reportedly was killed. >> i saw there was a message on the phone answer machine. and it was from a fleet street editor saying had i seen the news about princess diana? and um, did i want to say anything? >> we have reports from paris that diana, prip ncess 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 correspondent nicholas owen is with me now. nicholas, one's heart goes out, especially to the young william and harry. >> william and harry, indeed. i don't know whether the -- the princes themselves would have been told yet but certainly the prince of wales has been informed and i am sure the queen will have been told about it, as well. >> the news came through to balmoral directly from paris, 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 but there was also this feeling, oh, my god, uh, i am going to get blamed for this. >> the merge was over but he still felt a huge obligation towards her, mainly in the shape of her 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 what rightly charles decided that what was the point of waking up the boys right now? we don't know -- 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, um, 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. um, sqand was still the woman h 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 -- had improved. it improved quite considerably. he would pop in, and say hello and -- and diana would -- was thrilled about this. i remember her ringing me, you'll never guess who's just c 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 had 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. >> 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. she was -- 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. >> dpfor 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 blare because he was a very new i prime minister at this point. there wasn't a sort of rulebook 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 exploitive 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, 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, if 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 gr grief stricken. >> crowds are gathered outside the princess's london home, kensington palace and outside buckingham palts. >> all these people had come. instinctively, they gravitated to buckingham palace as the focal point of their grief and there wasn't a candle in the 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? 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[echoing] get a quote today. ♪ we are farmers. bum-pa-dum, bum-bum-bum-bum ♪ ♪ ♪ ♪ ♪ ♪ ♪ come seek the royal caribbean. we're carvana, the company who invented car vending machines and buying a car 100% online. now we've created a brand-new way for you to sell your car. whether it's a year old or a few years old. we wanna buy your car. so go to carvana and enter your license plate answer a few questions. and our techno wizardry calculates your car's value and gives you a real offer in seconds. when you're ready, we'll come to you, pay you on the spot and pick up your car, that's it. so ditch the old way of selling your car, and say hello to the new way at carvana. even though tony blair had said this is going to see an outpouring of grief like we have never seen before, i think everyone was surprised by the -- 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 -- 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. 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. >> it's mutual. >> diana has changed the boys from what royals really have been, before. >> when you saw other royals and 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 get in bed with them at night and hug them and i always say who loves you most in the whole-wide world? and they always say mommy. always that. 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. his first patronage. >> prince william spent a night sleeping rough on the stroeets n london as part of his work supporting center point, a charity for the homeless. >> obviously, 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 are putting this cause of diana's death into action. >> it became a change from deference the royal family, to kind of individual is increasingly more important. people weren't supposed to put flowers in front of buckingham palace and weren't supposed to kind of 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 that you care in this moment? um, 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 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 the knife edge at that point. >> they really felt that when and if the queen appeared in london, she would be cursed. things might be thrown at her. and it's the closest i have ever come to a feeling that the monarchy might be overthrown in some way. it's not magic that makes more holiday deliveries to homes in the us than anyone else, it's the hardworking people of the united states postal service. 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>> can i just have a little milk? >> 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 a part of the royal family between us and them. >> people genuinely did feel she was their mother or their daughter or their sister. >> sorry. >> she rubbed shoulders with very ordinary people. you see people 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. bogeys on your six, limu. they need customized car insurance from liberty mutual so they only pay for what they need. woooooooooooooo... we are not getting you a helicopter. only pay for what you need. ♪ liberty. liberty. liberty. liberty. ♪ (naj) at fisher investments, our clients know we have their backs. 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but i remember watching that funeral at home, and i remember i did actually start weeping. >> there was clearly, for charles, if there were still any sort of residual doubts about his security, there would be enormous safety in the fact that he was walking beside 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 -- 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 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 is 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 -- a -- a quite serious effect on -- 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, re fusing to ever think about my mom because why -- why would that help? it is a not going to bring her back so i was like don't ever 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. 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 funeral service is still to come. this is earl spencer's chance to speak out. the world is watching. if you have this... consider adding this. an aarp medicare supplement insurance plan from unitedhealthcare. medicare supplement plans help by paying some of what medicare doesn't... and let you see any doctor. any specialist. anywhere in the u.s. who accepts medicare patients. so if you have this... consider adding this. call unitedhealthcare today for your free decision guide. ♪ ♪ ♪it's a most unusual day♪ ♪feel like throwing my worries away♪ ♪as an old native-born californian would say♪ ♪it's a most unusual day♪ ♪it's a most unusual sky♪ ♪not a sign of a cloud passing by♪ ♪if my heart won't behave in the usual way♪ experience the power of sanctuary at the lincoln wish list event. no annual fee on any discover card. at fidelity, your dedicated advisor will work with you on a comprehensive wealth plan across your full financial picture. a plan with tax-smart investing strategies designed to help you keep more of what you earn. this is the planning effect. a tragedy but it's historic as well and thought i would stay and watch it. it's a wonderful place to watch it in the middle of new york city. >> across the middle east, troubles were put aside as people watched the coverage where they could. 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. two and a half billion people tuned in. people stopped what they were doing all over the world to watch this. >> the controller who was in charge said, um, we are 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 -- i really felt as if my heart was breaking. >> i stand before you today, the representative of a family in grief and a country in mourning before a world in shock. we are 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 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 was 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, woof, like so spicy. it was -- it felt very righteous and -- 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 -- 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, you know, it sounds -- probably but i felt that she approved of my words. >> above all, we give thanks for the life of a woman i am so proud to be able to call my sister. s the unique, the complex, the extraordinary and irreplaceable diana, whose beauty, both internal and external, will never be extinguished from our minds. >> you heard it 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 are 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 ought of the window and the diana effect only grows stronger from here. my retirement plan with voya keeps me moving forward. they guide me with achievable steps that give me confidence. this is my granddaughter...she's cute like her grandpa. voya doesn't just help me get to retirement... ...they're with me all the way through it. voya. be confident to and through retirement. ♪ ♪ ♪ ♪ ♪ ♪ come seek the royal caribbean. this holiday season, give your family the gift that keeps on... going? our very own energizer bunny! energizer ultimate lithium. 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that she leaves are her sons. she de-roiyaled them in a way. they have been taken out of the box of monarchy and they have 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 trembling 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 and i think a big part of that is how accessible they are. how relatable they are. >> i think in william, we have someone who diana felt the burden of kingship weighed 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. >> love to. first i'm here. not the last, i ashsure you. >> 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. inspect 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 that you would 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 have moved to california. they are 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 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 is a 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 -- 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 bought 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, out-glitz anybody, 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 how did i do? and i say, 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. that i was going somewhere different. she had really had it with the royal family. she was going to draw a line and move on. >> as a parent, could i ask you to respect my children's space? >> but she was this ball of fire, which attracte

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