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?)
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.
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.