I surmise what happened: it was just past midnight, when that route closes. They had entered that lobby just before the doors locked. But as the clock ticked past 12 it shut the lifts down. And the door. Due to this being specified wrong, the door locked both ways and they could not get out.

There was a button to connect to customer assistance, but it was on the other side of the glass doors. And, as mentioned, the phone number from a notice board didn’t work.

@mattblaze It's so crazy to me how badly this was designed. It pretty much fits nobody's conception of what a "direct message" or "private mention" could possibly mean. How is this feature supposed to be useful? Did nobody attempt to plot out how it might get used or thought about by users? #UXFail #DesignFailures