Transcripts show despair, chaos

FROM STAFF REPORTS

3:08 PM EST, March 31, 2006

The tapes and transcripts are stark reminders of the chaos and confusion of the day.

Even with the callers' portions of the conversations redacted, the panic and hopelessness are often apparent.

"I have a call from a lady at the Bank of New York states that World Trade," one police operator said to another.

"Yeah, we got that already," came the reply.

"OK, she states on the northwest side there is a woman, an unidentified person, hanging from the top of the building, One World Trade Center," the first operator said.

At first, some callers didn't seem to realize what had happened. One woman reported a car on fire at the corner of Albany and West streets at 8:58 a.m.

"Have you looked up towards the top of the Trade Center recently?" the dispatcher asked. After the caller replied, he continued: "That's probably what it's from. We will take care of it."

Even earlier, at 8:51 a.m. one dispatcher was already feeling swamped when a person reported a fire on the roof of the North Tower.

"What is the phone number you are calling from, sir? We got numerous calls coming in," the dispatcher said. "I got to answer more calls."

When the caller answered,the dispatcher interrupted: "Can you speed it up? What's your phone number?"

Eight minutes later, a Verizon operator relayed a request from people trapped on the 105th floor of the North Tower. Smoke was overwhelming, and they'd started breaking windows.

"Fire above," the Verizon operator said. "They want to know if they should evacuate."

"I believe they should remain where they are," the Fire Department dispatcher replied, relying on standard training for high-rise fires. "If they can put something to block the smoke from coming in under the door, because we are in the building, and the hallways are filled with smoke. They should not go in the hallway."

"They've already started breaking windows," the Verizon operator said. "They are panicking on that floor."

"I understand ma'am," the dispatcher answered. "We're doing the best that we can. OK?"

It only got worse when the second plane hit the south tower. A police operator's horror was evident when she realized the torrent of calls was increasing because the disaster had gotten even worse.

"We got another one at the WT--it's an additional building," a police dispatcher said.

"I dont know why people keep calling," said a co-worker, audible in the background.

"This is a new one, and it's confirmed," said the dispatcher. "Another plane, this is a whole new thing now."

"OK. What is going on?" asked the co-worker.