Key Takeaways
• Charlotte Douglas Airport introduced a new elevator communication plan in March 2025 for improved accessibility.
• All out-of-service elevators are now blocked off and alternative routes are clearly marked with signage.
• Staff receive real-time alerts about equipment outages, enabling better assistance for travelers with mobility needs.
Travelers passing through Charlotte Douglas International Airport will notice some important changes when it comes to elevator and escalator outages. The airport has introduced a new elevator communication plan in response to a major traveler complaint, aiming to make sure everyone—including those with disabilities—can move through the terminal safely and easily. This update was put in place in March 2025 and came after a public incident revealed problems with accessibility and communication at the airport.
Why the New Elevator Communication Plan Matters
In November 2023, a traveler named Dana Shupe experienced a frustrating and painful situation. Due to several elevators being out of service—and no clear signs to help her find alternatives—she was forced to climb four flights of stairs with a broken foot. While this is concerning on its own, her story also sheds light on wider airport accessibility problems. During her ordeal, Dana also met a man using a wheelchair who was left stranded without any help. His experience mirrored her own, with both travelers left without the guidance or support they needed.
After this event made the news, Charlotte Douglas Airport received more complaints from people who found themselves cut off from some parts of the airport or parking decks during elevator outages. Some travelers had to take long detours, while others said they felt stranded, confused, and even panicked when faced with equipment breakdowns and no directions to an accessible route.
Details of the Elevator Communication Plan
The new elevator communication plan at Charlotte Douglas Airport is designed to deal with these problems quickly and directly. Here’s what it includes:
- Out-of-Service Equipment Is Clearly Marked:
- Broken or under-repair elevators and escalators are now blocked off with ropes and marked right away so travelers don’t accidentally approach them.
- Bright, clear signage points to the nearest working elevator or escalator so people know exactly where to go.
- Helping Travelers Find Alternatives:
- Signs are set up to help you find the nearest option if your usual elevator or escalator is not working.
- This is especially useful for people using wheelchairs, walkers, or crutches, and for families with strollers or heavy luggage.
- Real-Time Notifications for Airport Staff:
- Some airport staff now get real-time updates about which elevators and escalators are out of order and when they are fixed.
- This helps employees give up-to-date information to travelers who ask for help, making communication smoother for everyone involved.
- Focus on Accessibility:
- While there is no official paperwork or written manual for the plan, airport workers are following a clear set of steps to help any traveler who needs help moving through the terminal, parking decks, or other spaces.
- The ultimate goal is to reduce unnecessary obstacles for people with any kind of mobility challenge.
The Problem: What Led to the New Plan
Dana Shupe’s complaint was the most public example, but it was not the only one. Over the last several years, reporters have seen and heard about other travelers dealing with similar trouble. During 2022 and 2023, for example, eight different elevators at Charlotte Douglas Airport were shut down at different times. This happened because the phones inside those elevators—which help travelers call for help in emergencies—were being upgraded and didn’t work at the time.
State officials, who check airports for safety, found at least one case where a person had a medical emergency inside an elevator. Because the emergency phones were out of order, responders were delayed in finding and helping that person. While the airport corrected these phone problems and finished upgrades, the risk to travelers was clear.
For many people, especially those with disabilities, elderly travelers, or parents with small kids, even a single out-of-service elevator can turn simple airport travel into a huge challenge. A sign, a clear message from staff, or an alternative route can make all the difference.
Maintenance and Inspections: Keeping Things Working
Charlotte Douglas Airport uses maintenance companies who work around the clock to keep elevators and escalators running safely. Sometimes, though, things break due to reasons that can’t be avoided—like water damage after heavy rain, or electronic control boards that stop working without warning.
Each year, state regulators inspect every elevator and escalator in the airport. If they find anything dangerous—like wiring that’s not safe or problems with the brakes—they can order the equipment to be shut down right away, until repairs are finished. While these steps are taken with safety in mind, they do create times when elevators or escalators are partly or completely unavailable to travelers.
To help travelers during these times, the airport has posted instructions on what to do if you need extra help. If you know you’ll need a wheelchair or special assistance, you should tell your airline before you travel. There are also call boxes in airport parking decks that connect directly to help, and travelers can always report an elevator concern at any time.
The Human Cost: Personal and Public Impact
Dana Shupe spoke about her experience and her hopes for the new plan. She said:
“I think it’s just very important… there are so many people that [outages] impact…it’s an unnecessary obstacle that they encounter if things aren’t working properly.”
Her story—a painful and embarrassing struggle just to get to her plane—reflects the challenges many travelers may face if clear protocols are not in place. People with mobility issues, elderly travelers, and families all depend on working elevators and clear signs just as much as anyone else.
Other travelers have reported feeling anxious or even fearful, especially if they can’t immediately find help or an alternate route. These stories show how important it is for airports to focus on not only fixing equipment but also making sure travelers can easily find their way around during outages.
Comparing Before and After: Has the Airport Improved?
To help readers see how things have changed, here’s a simple summary table comparing the airport’s old approach with the new elevator communication plan:
| Feature | Before the New Plan | After (March 2025 Onward) |
|---|---|---|
| Out-of-Service Marking | Often unclear or missing signs | All broken elevators roped off with clear signs |
| Directions During Closures | Rarely given or not clear | Signs guide travelers to open elevators/escalators |
| Real-Time Staff Updates | Only shared sometimes | Some staff receive alerts right away |
| Accessibility Response | Depended on who was working | Staff follow a step-by-step process |
This table shows that the new plan puts a stronger focus on quick, clear communication—both for airport staff and for anyone in the building.
Ongoing Projects and the Airport’s Growing Needs
Charlotte Douglas International Airport is one of the busiest airports in the United States. As the number of travelers grows each year, the airport is building new spaces and adding more service elevators. These updates are meant to handle more travelers, more flights, and more bags.
But as the airport grows, so does the need to pay attention to the “small details.” Something as simple as a broken elevator—if not managed carefully—can create big problems and leave travelers feeling neglected. By focusing on communication and fast response, the airport aims to keep up with both bigger crowds and modern accessibility standards.
What Travelers Should Do if There’s a Problem
The new plan does not mean elevator outages are completely gone forever—breakdowns will still happen from time to time. But Charlotte Douglas Airport wants travelers to know what steps to take if they run into trouble. Here are some basic tips:
- If you need help with mobility, request assistance from your airline before you travel.
- You can ask for a wheelchair or other services tailored just for you.
- Look for posted signs or ropes blocking off broken elevators or escalators.
- Follow the signs to the next nearest elevator or escalator.
- Do not try to use equipment that is shut down for repairs.
- If you cannot find your way, ask airport staff for help.
- Some staff members now get immediate updates and will know the best routes to use.
- If in a parking deck, use one of the call stations to request help or report an elevator concern.
- If you have a complaint about accessibility or believe the elevator communication plan is not being followed, report it to the airport authority.
By sharing these tips, Charlotte Douglas aims to prevent traveler complaint situations from happening again.
Hearing Different Voices: What Do Travelers and Staff Think?
After the plan was put in place, some frequent airport guests have expressed support, saying the new signs make it easier to get around and they feel much safer. Still, there are worries about whether these changes will always be carried out when things get busy or if staff may overlook details during rush periods.
Some disability advocates say that while the improvements are good, there is always room to grow. They want to make sure airport leadership keeps listening to traveler complaints and doesn’t treat the new protocol as a “one-time fix.” For many, it is important Charlotte Douglas keeps checking on how well the elevator communication plan is working—especially as traffic grows and new buildings are added.
Government and Oversight
The changes at Charlotte Douglas International Airport are not happening alone. Each state keeps an eye on the safety of elevators and escalators in public spaces such as airports. All equipment at Charlotte Douglas is checked regularly by state labor officials. If you want more information on how equipment safety and accessibility are checked, you can visit the U.S. Department of Transportation’s Airline Passengers with Disabilities Protections page.
You can also find full details about the airport’s services, rules, and conditions on their official website. These pages offer more on parking, airport amenities, and how to request help if you need it.
What Comes Next for Travelers?
As Charlotte Douglas Airport continues to grow, the challenge will be keeping high standards not just for travelers who walk through the terminal with ease but also for those who need extra help. The elevator communication plan is a step in the right direction. It helps by:
– Making outages easier to spot,
– Giving clear directions to alternatives,
– Training staff so they can help anyone who needs it,
– And responding quickly to any traveler complaint or breakdown.
VisaVerge.com’s investigation reveals that while no system can prevent every problem, clear communication and strong support can turn a frustrating experience into one where travelers feel respected and cared for.
Final Thoughts
For anyone moving through Charlotte Douglas International Airport, these efforts to address traveler complaint cases, and to create a better elevator communication plan, show progress. The airport’s leaders, staff, and outside regulators now have a clearer path forward to serve all travelers equally. As more people fly in and out of Charlotte each year, keeping up with both building upgrades and small but meaningful changes like these will play a key role in traveler satisfaction and safety.
The new elevator communication plan is not just about fixing machines. It’s about making sure every traveler can count on clear signs, real help, and a stress-free journey—no matter their abilities or needs.
Learn Today
Elevator Communication Plan → A set of procedures to inform travelers and staff about elevator outages and guide them to accessible alternatives in real time.
Accessibility → Design features or services that make spaces and experiences usable for people with disabilities or mobility challenges.
Real-Time Notifications → Immediate electronic updates sent to airport staff about the operational status of elevators and escalators for quick response.
State Regulators → Government officials responsible for inspecting and enforcing safety standards for public infrastructure, like elevators, in airports.
Mobility Assistance → Support services such as wheelchairs or staff help provided to travelers who have difficulty moving through airport spaces.
This Article in a Nutshell
Charlotte Douglas International Airport responded to repeated traveler complaints by launching a new elevator communication plan in March 2025. The plan features immediate marking of broken elevators, visible alternative route signs, and real-time staff alerts, ensuring safer, easier movement—especially for those with disabilities—while raising the airport’s accessibility and customer service standards.
— By VisaVerge.com
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