Tourist visiting Canada stuck in CN Tower elevator for 40 mins: 'What if it falls?'

The CN Tower says all safety protocols were followed after a woman was stuck in an elevator, around 147 storeys high, last week with her husband and other patrons for 40 minutes.

Mona El-Mahdi was left shaken after the ordeal and “was trying not to think about what could happen being stuck in an elevator at 400 and something meters high — about a half a kilometre up high — in the sky,” she told National Post over the phone on Monday.

She was thinking about her 16-year-old son, who was waiting for her and her husband, after they said they would be back quickly. She was disappointed with how the incident unfolded and the lack of customer service, she said.

Thousands of guests go to the CN Tower’s many attractions — including the EdgeWalk, 360 Restaurant, and The Top — daily. Nearly two million people visit the landmark each year. From the ground floor to the main observation level, the elevator ride takes 58 seconds at a speed of 22 kilometres per hour.

“Our elevators are maintained to the highest safety standards and technical requirements in the industry and are serviced daily, 365 days a year,” a spokesperson for the CN Tower told National Post in an emailed statement. “Each elevator is equipped with safety features and performance monitoring to ensure trouble-free travel.”

On July 15, El-Mahdi, decided to go to one of the country’s most popular attractions in downtown Toronto with her family. They were on a two-week trip to Canada, visiting from Germany.

They all went to the main observation deck — 114 storeys high — around 8 p.m. El-Mahdi and her husband decided to go up even higher, an additional 33 storeys, to another deck, called The Top, which is the highest such platform in the Western Hemisphere.

Their son decided not to join the next part because he had a “little fear of heights,” she said.

El-Mahdi said she enjoyed the views and then decided to go back down with her husband around 8:35 p.m. They got into the “really tiny” elevator along with seven other people, she said.

The doors closed, but the elevator did not move.

“Two minutes later, the elevator phone rang, and one of the passengers answered. We were informed that the elevator was stuck and that a reset would be attempted, which would take a few minutes,” she said.

While “delays are extremely rare,” the CN Tower spokesperson said, “if a sensor detects a potential problem, an elevator may be delayed while investigation takes place to ensure the safety and well-being of our guests before resuming operation.”

But the reset failed. A technician was called, but would take about 40 minutes to arrive. The atmosphere in the elevator was “tense,” said El-Mahdi.

“For the 40 minutes we were in there waiting for that technician to arrive, not once did they call again to check how we are doing,” she said. “I know they couldn’t do anything because we’re stuck inside the elevator, and they couldn’t get us anything anyway, but at least check in on us see how we’re doing.”

She added: “I was scared, obviously, because I mean, it crosses your mind: What if the elevator falls?”

According to a statement from the CN Tower, its elevators “are rigorously maintained and have multiple redundant safety systems, which ensure they stay safely in position or move in a controlled manner at all times.”

The technician finally arrived and the elevator was lowered to the main observation deck after a few minutes. El-Mahdi said a staff member “silently” let them out “without a word of concern, explanation, or apology.”

El-Mahdi and her husband waited for the next elevator to get to the ground floor. She was able to text her son throughout the ordeal and he decided to wait for them at the bottom of the building.

A CN Tower spokesperson confirmed there was an elevator delay from The Top on July 15. A safety sensor was triggered at 8:42 p.m., per the statement. Throughout the delay, the spokesperson said that the security team maintained contact with the guests and gave them updates.

“An elevator technician was on-site at 9:15 p.m. and the elevator guests were safely unloaded at 9:19 p.m. After investigating and confirming there was no safety issue, the elevator returned to service approximately 45 minutes later,” the statement continued.

“Our team welcomed guests back to the Main Observation Level, apologized for the delay, thanked them for their understanding and made every effort to ensure they felt acknowledged and supported. While some guests left before we could speak with them, we’ve made efforts to follow up with them to hear about their experience and ensure their satisfaction.”

During peak hours of operation, the CN Tower has an elevator technician on-site to respond. However, during off-peak hours, technicians are available on-call, 24/7, and respond within 45 minutes or less, per the CN Tower’s statement.

“The safety and well-being of our guests and staff remain our top priority. Every aspect of the CN Tower experience is built on rigorous safety standards, ensuring that every visit is not only unforgettable, but also exceptionally safe,” the statement said.

Out of concern for privacy of its guests, the CN Tower does not disclose personal information; however, a spokesperson said the guest services team “attempted to speak with all occupants of the delayed elevator.”

“There were some guests that abruptly left the area,” per the spokesperson.

“I didn’t contact the CN Tower,” said El-Mahdi. “I was just so relieved to be out of the tower.”

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