Whether your organization operates a single elevator or manages multiple facilities with dozens of elevators and escalators, one thing stays the same: passenger safety always comes first. And it starts with the people managing the space — you.
Facility managers play a vital role in setting the tone for safe behavior. Elevators and escalators are not just building features — they're moving vehicles. And like any vehicle, they require respect, awareness, and responsibility to operate safely. By creating the right culture, offering the right training, and staying proactive, you help ensure every ride is a safe one.
Lead by Example: Why Training Matters
One of the most effective ways to promote elevator and escalator safety is by making sure every team member knows how to use the equipment responsibly — and how not to. When employees model proper behavior, passengers are more likely to follow their lead. That’s especially important when you consider that elevators and escalators aren’t just machines — they’re moving vehicles. Treating them with the same care you would a car or bus helps set the right expectations for everyone who steps on board.
If your facility includes a freight elevator, consider creating a dedicated training plan for those who will operate it. Only trained personnel should use freight elevators, and they should be familiar with basic operation and safety guidelines.
Escalators deserve equal attention. Employees should be trained to:
- Start the escalator safely at the beginning of each day
- Stop it correctly in case of emergency
Empowering your team with knowledge helps prevent mistakes — and promotes confidence when things don’t go according to plan.
Seasonal Traffic? Stay One Step Ahead
Busy shopping days like Black Friday or holiday weekends can bring big crowds. These high-traffic periods call for a little extra planning:
- Bring in additional staff to help manage flow
- Offer help to passengers who may need extra assistance — families with strollers, seniors with walkers, or anyone carrying large items
- Train staff on how to speak up — kindly but clearly — when customers are misusing equipment
It’s not about correcting people — it’s about showing care and ensuring everyone gets where they’re going safely.
Be Ready for the Unexpected
While rare, elevator entrapments do happen. What matters most is how your team responds. A well-thought-out, written plan can make all the difference:
- Know who to call
- Have clear steps for communicating with passengers
- Remind staff to stay calm — it helps others stay calm too
Most importantly: never try to free a trapped passenger yourself. Only trained elevator technicians or emergency professionals (like firefighters) are permitted to do so safely. Keeping everyone safe means knowing when to step back and let the right people take over.
It’s also worth planning ahead for less frequent but more serious events — like a passenger injury. Have a clear response protocol for documenting what happened, gathering witness accounts, and reporting the incident to your local code authority. Each jurisdiction has different standards, so it’s smart to check in with yours ahead of time.
Don’t Use Escalators as Stairs
It might seem convenient to use a shut-down escalator as a staircase, but the step height and spacing are very different — which increases the risk of tripping. To keep everyone safe:
- Barricade any escalator that isn’t running
- Check your local code — in some areas, using escalators as stairs may not be permitted at all
Ongoing Checks Keep Equipment — and People — Safe
Routine maintenance is essential, but so is daily awareness. Encourage your team to perform visual inspections throughout the day. What to look for:
- Spills around equipment
- Debris in door tracks or on escalator steps
- Unusual noises or smells
- Signs of vandalism or damage
- Improper use by passengers or staff
These small daily checks not only reduce the risk of incidents — they also help extend the life and appearance of your equipment.
And finally, work with your service provider to schedule regular audits of your elevators and escalators. A detailed risk assessment can provide valuable insight into:
- Compliance with evolving codes
- Opportunities for safety upgrades
- Smart planning for future maintenance and budgeting
Let’s Make Every Ride a Safe One
Safety isn’t a one-time checklist — it’s a culture of care, built over time by people like you. By staying proactive, sharing knowledge, and leading with purpose, you help create a space where everyone feels secure — from the ground floor to the top. Remember: escalators and elevators are moving vehicles — treat them with the same respect you would any form of transportation.