Passenger Entrapment
A passenger trapped in an elevator is a safety emergency. Act immediately.
- Locate the trapped passengers, press the emergency call button panel on the elevator door, or use the elevator phone if installed.
- Communicate clearly: tell them help is on the way, they are safe, and instruct them not to attempt to force the doors open.
- Call your elevator service company immediately and select the emergency option. Give your building address, floor location, and number of passengers.
- Do NOT attempt to open the elevator doors or release the car yourself unless you are a trained elevator mechanic.
- Call 911 if passengers are in medical distress, if the car is stuck between floors at an unsafe height, or if you cannot reach your service company.
- Keep a calm, consistent line of communication with the passengers until help arrives.
Elevator Out of Service (Non-Emergency)
- Contact your elevator service company to report the issue and request a service call.
- Post clear signage on the elevator door indicating it is out of service.
- For multi-story buildings with limited stair access, consider whether any occupants need accommodation and coordinate accordingly.
- Document when the elevator went out of service for your records.
Signs of Unsafe Elevator Operation
Take the elevator out of service immediately if you observe any of the following:
- ! The elevator overshoots or undershoots floors by more than 3/4 inch
- ! Doors fail to open or close fully, or reverse unexpectedly
- ! Burning smell, smoke, or sparks from any part of the system
- ! Unusual grinding, banging, or scraping sounds during operation
- ! The car moves when the doors are open
- ! Any water in the pit or machine room making contact with electrical equipment
Post-Emergency Documentation
After any elevator emergency or safety-related shutdown, document the following:
- - Date and time of the incident
- - Nature of the emergency or failure
- - Names of any trapped passengers and duration of entrapment
- - Service company response time and actions taken
- - Any injuries or medical incidents
- - Corrective work performed and return-to-service date
Save This Number
Elevator Support Company provides 24/7 emergency service throughout Washington State. Save our number now so you have it when you need it.
(425) 821-7289, 24/7 Emergency 
Elevator Support Company
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