Again, If it’s an emergency call 911. Your original post said if people are stuck and feel they aren’t getting enough info from Disney they should light up 911. That’s wrong. They should light up Disney’s customer service line. Calling 911 is only for an emergency, not to complain. I don’t care if it’s 5 minutes or 5 hours. It’s obvious that people knew they were trapped up there. There were CMs and other guests everywhere. It’s not like someone getting trapped in an elevator and calling 911 because they don’t know if anyone realizes they are in there.As the anxiety levels rise among onboard guests, the situation can turn into an emergency very quickly. Reports that I've seen said that two people (on different gondolas) went unconscious during their ordeal. That constitutes a medical emergency. And until medical help can arrive, someone needs to monitor the pulse and respiration of those unconscious victims.
Just report your situation to 911 and let them make the call.