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Service Animals, ADA Needs, and the Web Purchase Path

Skypp Cabanas
$organization

So... we've come across a few instances in the past 5 years that we realized we probably need to be more "serviceable" for our patrons.  Namely, Service Animals and how those tickets are purchased on our web site.

Can anyone answer any of these questions for me if you have ADA sales procedures on your website? (Betty from Kennedy Center, maybe?)


  1. Do you incorporate "I have a service animal" as part of your ADA Attestation on your web site? If so, what seats does it filter for you, if any?
  2. By law are we allowed to have service animal information asked during the ADA process?

Our hope here is that if we can get advance knowledge of a service animal coming to our theatre with their human, then our entire staff would be able to better serve the needs of our patron. In the instances that we've had we don't know the animal is coming, and the seating isn't ideal for the animal or the patrons surrounding them for one reason or another. If we can capture this information once the reservation is made we can then send out a courtesy call to the patron informing them of the feature of the seating location they had chosen on line and see if that still works for them. And if not, we can move them with their seating requirements in mind.

  • $organization

    I compiled an info document for my team a few months ago about service animals. This was a useful resource: https://www.ada.gov/regs2010/titleII_2010/titleII_2010_regulations.htm#a35136

    There is specific law related to how the business may make inquiries about the service animal, but I would say your question about inquiring online is outside the scope of the service animals section of the ADA — though it may be more relevant to a different section. On our website, we just make sure we have given the customer ample opportunity to provide information about special accommodations in the order process. 

  • Former Member
    Former Member $organization
    We have not added questions to our site about Service Animals with regards to seating, but I like the idea. 

    If we did have it plan to execute something like this I would form a small focus from customers who have Service Animals who had previously attended a show to ask them if they would mind helping you determine what would be helpful online.

    We usually suggest Box seats or rows with wider aisles for guests with Service Animals , but many times they just stay under their person's seat.

    Once you know from their perspective what features might be helpful I would use Seat Types to identify the seats that you deem best for Service Animals and have it populate a CSI.

    I'd love to hear how it turns out.
    Nicole
    From: Tessitura Ticketing Forum <forums-ticketing@tessituranetwork.com> on behalf of Nick Reilingh <bounce-nicholasreilingh4883@tessituranetwork.com>
    Sent: Tuesday, March 14, 2017 1:46:59 AM
    To: Nicole Keating
    Subject: Re: [Tessitura Ticketing Forum] Service Animals, ADA Needs, and the Web Purchase Path
     

    I compiled an info document for my team a few months ago about service animals. This was a useful resource: https://www.ada.gov/regs2010/titleII_2010/titleII_2010_regulations.htm#a35136

    There is specific law related to how the business may make inquiries about the service animal, but I would say your question about inquiring online is outside the scope of the service animals section of the ADA — though it may be more relevant to a different section. On our website, we just make sure we have given the customer ample opportunity to provide information about special accommodations in the order process. 

    From: Skypp Cabanas <bounce-skyppcabanas9980@tessituranetwork.com>
    Sent: 3/13/2017 6:55:01 PM

    So... we've come across a few instances in the past 5 years that we realized we probably need to be more "serviceable" for our patrons.  Namely, Service Animals and how those tickets are purchased on our web site.

    Can anyone answer any of these questions for me if you have ADA sales procedures on your website? (Betty from Kennedy Center, maybe?)


    1. Do you incorporate "I have a service animal" as part of your ADA Attestation on your web site? If so, what seats does it filter for you, if any?
    2. By law are we allowed to have service animal information asked during the ADA process?

    Our hope here is that if we can get advance knowledge of a service animal coming to our theatre with their human, then our entire staff would be able to better serve the needs of our patron. In the instances that we've had we don't know the animal is coming, and the seating isn't ideal for the animal or the patrons surrounding them for one reason or another. If we can capture this information once the reservation is made we can then send out a courtesy call to the patron informing them of the feature of the seating location they had chosen on line and see if that still works for them. And if not, we can move them with their seating requirements in mind.




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