Escalator-related incidents (EIs) have recently resulted in serious injuries and even deaths. Given the frequency and severity of EIs, a systematic exploration of factors influencing EIs is critical in order to identify preventive measures. Twenty-two factors influencing EIs were identified by analyzing 213 EI cases in China and related literatures. A combination of the Interpretive Structural Modeling (ISM) and Decision Making Trial and Evaluation Laboratory (DEMATEL) methods were utilized to establish a hierarchical structure of the influencing factors and to distinguish cause factors and effect factors. The results show: (i) behavior, emergency plan, safety rules, safety supervision, information exchange, safety culture, and safety education are the most important factors influencing EIs; (ii) safety education is the cause factor imposing the greatest influence on other factors while behavior is the effect factor that is the most influenced; and (iii) the structure of influencing factors has five hierarchies, and factors in the root cause layer are settings and components, safety rules, safety supervision, safety culture, and safety education. Management priority should be given according to the hierarchy level, and the interaction of factors should be considered when taking preventive measures. The corresponding five-layer countermeasures are proposed to reduce escalator-related injuries.