Purpose
This SOP establishes the procedure for safely rescuing passengers trapped in a lift (elevator). Lift entrapment is not an emergency unless there is a medical emergency inside the car. More people die in amateur lift rescue attempts than from entrapment itself.
Applicable Standards
- EN 81-20/50 — Safety Rules for Construction and Installation of Lifts
- ASME A17.1 — Safety Code for Elevators and Escalators
- ASME A17.4 — Emergency Evacuation of Passengers from Elevators
- ISO 22559 — Safety Requirements for Lifts
Critical Safety Rules
NEVER do the following:
- Never attempt to pry open doors unless trained and authorised.
- Never tell passengers to try to climb out of a stopped lift.
- Never enter the shaft without LOTO and proper training.
- Never attempt to move the car by operating motor room controls unless formally trained.
- Never force open doors if the car is not at floor level.
Entrapment Response Procedure
| Step | Action | Who | Target |
|---|---|---|---|
| 1 | Receive alarm via intercom, bell, phone, or CCTV | Security | Immediate |
| 2 | Communicate with passengers, confirm count, check medical | Security/FM | Within 2 min |
| 3 | Do NOT attempt rescue, reassure passengers | Security/FM | Ongoing |
| 4 | Call lift maintenance company 24/7 number | FM on duty | Within 5 min |
| 5 | If medical emergency: call ambulance AND fire service | FM on duty | Immediate |
| 6 | Maintain communication, monitor CCTV, update on ETA | Security/FM | Continuous |
| 7 | Lift technician arrives, brief them, provide access | FM on duty | — |
| 8 | Technician performs rescue | Lift Technician | — |
| 9 | Post-rescue: check welfare, record incident, lift out of service | FM on duty | Within 30 min |
Communication Script
- "This is building management. We know you are in the lift and we are getting help."
- "The lift is safe. There is plenty of air. You are not in danger."
- "Our lift technician has been called and will be here in approximately [X] minutes."
- "Please do not try to open the doors or climb out. Wait for the technician."
- "Is anyone feeling unwell or needs urgent medical attention?"
Trained On-Site Rescue
Some buildings train FM staff in basic lift rescue. This requires:
- Formal training by the lift manufacturer or maintenance company
- Written authorisation specifying permitted rescue procedures
- Annual refresher training with practical exercise
- Rescue tools: door release key, communication equipment, torch
- Only permitted when car is at floor level
Entrapment KPIs
| KPI | Target | Red Flag |
|---|---|---|
| Response time (first communication) | 2 min max | Over 5 min |
| Technician arrival | 30 min max | Over 60 min |
| Total entrapment duration | 45 min max | Over 90 min |
| Entrapment frequency | 2 per lift per year max | Over 4 per lift per year |
| Repeat entrapment (same cause) | Zero | Any repeat |
References
Insights & Guidance
- Lift entrapment is NOT an emergency unless there is a medical condition. Reassure passengers.
- NEVER attempt amateur rescue. More people die in rescue attempts than from entrapment.
- Communication within 2 minutes, technician on site within 30 minutes, total rescue within 45 minutes.
- Only trained and authorised personnel may perform on-site rescue, only when car is at floor level.
- Every entrapment requires an incident report and root cause investigation.
Panic during lift entrapment causes bad decisions. Untrained staff prying doors open has resulted in passengers falling into shafts. A clear SOP ensures calm communication, professional rescue, and zero injuries.
- Amateur rescue attempt — opening doors when car is between floors exposes the shaft gap.
- Passenger attempts escape — climbing out risks the car moving unexpectedly.
- No communication — trapped passengers panic when they cannot reach anyone.
- Entrapment procedure posted in security office
- Lift maintenance company 24/7 number posted
- Entrapment incident log
- Trained rescue staff register (if applicable)
- Is the lift intercom/alarm functional?
- Is the 24/7 maintenance number posted?
- Does security know the entrapment procedure?
- What is the average technician response time?
- How many entrapments occurred in the last 12 months?
- Are any staff trained in authorised lift rescue?
- Rescue — lift maintenance company (always).
- Medical emergency — fire service + ambulance.
- Frequent entrapments — lift modernisation consultant.