February 25, 2910 “The 2010 ADA Regulations and Online Ticketing”.
Welcome to the 2010 ADA Regulations and Online Ticketing Webinar
A collaborative program between the ADA National Network, The Kennedy Center for
the Performing Arts, International Ticketing Association, and Knowbility
The session is scheduled to begin at 2:00 PM Eastern time. Audio and visual are
provided through the on-line system. This session is closed captioned. Individuals may
also listen via telephone by dialing 712-432-3100 code 930098# (this is not a toll free
Closed captioning – click CC icon (top of screen) or control-F8 and adjust your screen
as desired. Questions - type and submit questions in the Chat Area Text box or press
control-M and enter text in the Chat Area
Please do not use emoticons or hand-raising features during this session
Today’s Presenters: Betty Siegel, Director of Accessibility the John F. Kennedy Center
for the Performing Arts
Sharron Rush, Executive Director Knowbility
John Wodatch and Sally Conway, Disability Rights Section, U.S. Department of Justice
New Ticketing Regulations and On-Line Sales of Accessible Seating
Betty Siegel, Director of Accessibility, The John F. Kennedy Center for the Performing
Arts Washington DC
2010 Revised DOJ ADA Regulations
Title II State and Local Government 28 C.F.R. Part 35
Title III Places of Public Accommodation 28 C.F.R. Part 36
September 15, 2010 – Published March 15, 2011 - Effective (enforceable)
ADA Standards for Design www.ada.gov/2010ADAstandards_index.htm
March 15, 2012 -standards are effective (enforceable)
Ticketing Highlights: 8 Sections
1. Ticket sales: Equal opportunity to purchase, same hours, stages, methods and
2. Identification of accessible seating: Availability, location and features. Same level of
Ticketing Highlights: 8 Sections
3. Ticket prices: Available to all price levels, use proportionality
4. Purchasing multiple tickets: 3 companion per wheelchair. Contiguous and in the
same row, if available at purchase. Same number of tickets.
Ticketing Highlights: 8 Sections
5. Hold and release: Three conditions, all non accessible seats are (1) sold out (2) sold
out in a section or area, or (3) sold out in a designated price.
6. Ticket Transfer: Transfer accessible seating to third parties. Same terms/conditions
Ticketing Highlights: 8 Sections
7. Secondary Market: Honor tickets acquired in the secondary ticket market. Exchange
inaccessible seat to comparable location, if available when ticket presented.
8. Prevention and fraud: May ask for attestation at time of purchase. Investigate where
there is good cause to believe purchase is fraudulent.
How to get from regulations to Online Accessible Ticketing
Look closely at the online ticket buying process and accessibility features that should be
built-in from the start
Work thru the logic of the ticket purchase for:
Someone needing wheelchair accessible locations
Easy access seating?
Sign interpreted seating?
Purchasing Logic: Sample Flow chart for SYOS
Diagram showing the flow of the general ticket buying process
Sample - Process for Best Available with Accessible Seating
View General Seat Options –Request Type of Accessible Seats-Confirm Pop-up: Need
type of Accessible Seating-if you answer no then return to general seat options page. If
you answer yes –View Available prices/sections – select section/type number and add
to cart-if seats not available then return to general seat options page, If yes-seats are
added to the cart and purchase with confirmation.
Sample –Process for select your own seat with accessible seating.
Diagram showing a sample process for selecting your own seat with accessible seating
flow chart. Select General Section –Request w/c locations-confirm – if no then sent
back to the select general section. If yes – select number of seats needed-view
accessible seats available-select w/c companion, additional seats-add to cart,
accessible seats labeled-checkout.
Ex: Select General Section
Diagram showing example of a “Select General Section” displaying different seating
levels in the theatre. Insert wheelchair icon on sections with accessible seating.
Section Pop-up: When you float your mouse over a section, a window pops up
displaying the price range and the number of available seats. Display information about
available accessible seats and price. Change contact information language to read: “If
you have questions about accessibility or do not see seats you need, please contact the
InstantCharge Services Desk at (202) 416-8528 (voice) or (202) 416-8524 (TTY)”
Replace “Request Accessible Seating Buttons with separate buttons for Wheelchair
seating, Sign Language Seating and Captioned Seating. Clicking one of these buttons
will always take the patron to the pop-up window confirming their request for that
specific accommodation. Note on Sign Language and Captioned Seating: If the
performance date or time that the patron selected on the calendar page is not
scheduled to be signed or captioned, the buttons will present but “inactive”
A window pops up asking the patrons to confirm that they need the type of accessible
seating that they selected – avoids errors, allows someone who made a mistake to go
back. Diagram for Confirmation example: You have requested Wheelchair seating. If
the patron clicks no, they return to general section. If the patron clicks yes, continue to
Ex: Indicate # of seats needed
How patrons are able to see available accessible seating. A window pops up asking the
patrons to indicate how many wheelchair users are attending. This information will be
used to determine the number of wheelchair and companion seats this patron can
purchase in this order. Diagram shows that if a chooses and option to identify how
many wheelchair users are attending and the patron clicks continue, then they get
message to continue to accessible section page. If the patron clicks “go back” they are
taken to the general section page.
Ex: View and select seats
The patron can now see available wheelchair seating, companion seats, and all other
available non-accessible seats.
Example: View and select seats. Diagram showing things to consider on diagrams
including: Add to the key: Wheelchair accessible seat, companion seat, more info seat
(removable armrests, bariatric, stool chairs). Add instructions: You are permitted to
purchase 3 companion seats per wheelchair seat. Leave the Request Accessible
Seating Buttons. Change Language: “If you have questions, about accessibility, or do
not see what you need, please contact the InstantCharge Services Desk at (202) 416-
8523 (Voice) or (202) 416-8524 (TTY).”
Ex 1: Select Event
Screen shot of Select Event Screen of website
Ex 1: Select Your Own Seats, Add to Cart
Screen shot of web based image of Select your own seats, add to cart screen in on-line
purchasing process. Shows options for Seating in A level, B level and Accessible
Ex 1: Check out and Attestation
Screen shot of Checkout screen for web based purchasing. Showing pop-up screen
showing Attention: ADA-By selecting these seats you acknowledge that you have
accessibility needs or are accompanying someone who has accessibility needs
Ex 2: Select Event
Screen shot for Select Event on Website
Ex 2: Select General Section
Screen shot of Select General Section on website showing pricing information for
seating levels. Contains language identifying that there are wheelchair spaces in each
venue, indicated with a red dot on the seating plan.
Ex 2: Select your own seat
Screen shot of Select your own Seat screen on website showing the key for identifying
occupied seats, available seats and wheelchair seats
Ex 2: Cart w/Labeled Access Seats
Screen shoot of the screen for the purchasing cart with labeled access seats.
Is an attestation required? If you choose to have an attestation or confirmation... What
should it say? Samples:
“By selecting these seats you acknowledge that you, or a member of your party, require
“By checking this box, I acknowledge that I am purchasing wheelchair accessible seats,
that accessible seats are for use by a person with a disability who requires accessible
seating due to a disability, and that the venue reserves the right to take a action against
individuals who fraudulently obtain accessible seating.”
“Wheelchair, sign-interpreted and captioned seating is reserved for the exclusive use of
patrons with disabilities and their guests. The purchase or use of these seating locations
by non-disabled individuals is strictly prohibited and can result in relocation or ejection.
(Check box) Yes, I or one of my guests require(s) the accessibility features of the seats
that I have selected.
Note: Always check this type of language with your legal counsel
What kind, if any, protection should you provide for the accessible seats sold on-line?
Should you put all of your accessible seats on-line? Or do you need to hold back some
How do you manage the companion seats? Is there a need or way to limit the number
of companion seats any one purchaser can purchase?
Other questions? Issues?
U.S. Department of Justice, Civil Rights Division, Disability Rights Section www.ada.gov
ADA National Network (DBTAC’s) www.adata.org 800-949-4232 (Voice/TTY)
Betty Siegel, Director of Accessibility The John F. Kennedy Center for the Performing
Washington, D.C. 20566
(202) 416-8727 (voice)
(202) 416-8728 (TTY)
(202) 416-8802 (fax)
Information contained in this presentation is for general guidance. The information in
this presentation is not intended to be legal advice nor a rendering of legal advice,
opinion or services. Recipients should consult with their own professional legal advisor.
Could Stevie Wonder buy a ticket?
Sharon Rush, Executive Director, Knowbility, Inc
Collage of photos of individuals who are users of assistive technology
”The power of the Web is in its universality. Access by everyone regardless of disability
is an essential aspect." -- Tim Berners-Lee, World Wide Web Consortium (W3C)
Director and inventor of the World Wide Web
Supports all people, supports all technology, improves experience for all strong
relationship to usability
People with disabilities can perform same functions
…receive same information
…participate as both consumers and producers of information and content
Image of gears working together
Standards serve as metrics
Americans with Disabilities Act (ADA) prohibits discrimination
Section 508, US standard currently in transition
WCAG2 formal standard of W3C is current standard, most widely accepted
Radio City Seating Chart, screen capture of Flash application
WCAG 2.0, Guideline 1
1. Perceivable - Information and user interface components must be presented to users
in ways they can perceive
Image of an eye, ear and hand
Provide text alternatives for non-text content.
Provide captions and alternatives for audio and video content.
Use sufficient contrast to make things easy to see and hear.
Techniques include descriptive text for images, including graphs and charts; captions
for video; descriptions of new dynamic content
WCAG 2.0,Guideline 2
2. Operable - User interface components and navigation must be operable
Man in wheelchair at computer with arrows pointing out to various devices
Make all functionality keyboard accessible.
Give users enough time to read and use content.
Do not use content that causes seizures.
Help users navigate and find content.
Techniques include inclusion of all controls in the tab order; headings and other means
to browse to specific parts of page; no flashing content; no auto scrolling, etc
WCAG 2.0,Guideline 3
3. Understandable - Information and the operation of user interface must be
Image of a head with a question mark
Make text readable and understandable.
Make content appear and operate in predictable ways.
Help users avoid and correct mistakes.
Techniques include labels for form inputs; clear error messages; consistent navigation
structure; visible focus; dynamically generated content receives focus
4. Robust – Content must be robust enough that it can be interpreted reliably by a wide
variety of user agents, including assistive technologies
Layers of content structured through semantic HTML, CSS and scripting
Diagram of four layers: bottom is content, next is semantic HTML mark-up, third is
presentation through CSS, and finally behavior through DOM scripting
Test for current compliance, developer skills
Build accessibility in as requirement
Start with valid HTML
Compliant CSS for style
Create rubrics – VPATs are unreliable
RFP language includes specific accessibility requirements
Get help as needed
Remediation timeline in contract
Steps to online Accessibility
Convene wide group of stakeholders
Adopt explicit policy
Do baseline assessment of status and skills
Provide support, including training and internal resources
Develop implementation plan that includes explicit RFP and procurement language
Test, verify, use feedback loops
Include people with disabilities throughout process
Maintain timetable for evaluation and revision
Accessible Design Resources
World Wide Web Consortium (W3C) www.w3.org/wai
Knowbility Developer Resource page
Sharron Rush, Executive Director Knowbility, Inc
Austin, Texas 78759
Participants may type and submit questions in the chat area text box or press control-M
and enter text in the chat area tool box
Thank you for participating in today’s webinar
The content and materials of this training are property of The Kennedy Center for the
Performing Arts, Knowbility and the DBTAC - Great Lakes ADA Center and cannot be
used and/or distributed without written permissions. This program is partially funded
under award #H133A060097 from the U.S. Department of Education through the
auspices of the National Institute on Disability and Rehabilitation Research (NIDRR)
and The Kennedy Center for the Performing Arts. For permission to use training content
or obtain copies of materials used as part of this program please contact us by email at
firstname.lastname@example.org or toll free (877)232-1990 (V/TTY)