They were desperate to add some tension to the situation and I suspect that guy hasn't been out of his office in an orange jacket for some considerable time before the cameras turned up.
"Oh right it's totally normal is it?" well yeah I could have told you that.
If they'd filmed on a normal working day (i.e. great chance of a complete collapse of service) or covered in detail the drivers' dispute it may have been a little more gritty.
Always feel with these type of shows, an hour long episode would be better as you can have about 30 mins covering the main topic(the spice girls) and about 15 mins of filler stuff, when the episode is only 23 mins long, it's hard to do that unfortunately.
Because the time it's on and because its being aired because of metros 40th anniversary then I very much doubt there will be much negative aspect of the system.
The next episode is about how they deal with football crowds and the one after will probably be about the Great North Run so I can only hope the 4th episode will be more about the behind the scenes at the control roon and the depot, I do doubt that will be the case.