Emergency information
If someone is in danger, this page comes second.
Entrapments almost always end safely when handled correctly. Here is the correct handling, in order.
- Immediate danger: call local emergency services
Medical emergency, fire, smoke, or flooding: call 911 first. Building staff should meet responders and direct them to the equipment.
- Passengers: use the equipment in the car
Every commercial elevator has an emergency communication system, an alarm button, phone, or two-way link, inside the cab. Use it. Stay in the car; do not force the doors or attempt to climb out. A stalled elevator is safe to wait in; an opened hoistway is not.
- Building staff: call for elevator service
Call the service number rather than submitting anything online. Have the property address, the car number, and what is known about the situation ready. Call for service (214) 225-4577
- Keep people clear and informed
Post signage at the affected landings, keep the area clear, and tell waiting passengers help is on the way.
The online form is never an emergency channel. The service team reviews requests submitted through this site, but submitting one does not dispatch a technician. Office hours are Monday to Friday, 9:00 a.m. to 5:00 p.m.. Outside those hours, call the service number for urgent equipment issues.
Worth doing before anything ever happens
- Confirm the in-car communication system works during regular testing, and that it reaches a monitored line.
- Keep the equipment list, car numbers, and machine room access instructions where building staff can find them. The equipment inventory worksheet is built for exactly this.
- Make sure front desk and security staff know the difference between an entrapment (call now) and an out-of-service unit (call, but nobody is inside).