Removed ADA Guidelines

Image of a webpage from the Information and Technical Assistance on the ADA which shows removed content regarding acessibility

On Wednesday, March 19, 2025 the U.S. Justice department removed 11 Pieces of Guidance from the Americans with Disabilities Act. It is now no longer available on the department’s webpage. This does not mean that accessibility is no longer valuable, but rather that it is incumbent upon us to keep these resources alive. Using the Way Back Machine I have archived all the deleted pages and catalogued them here.

Note: Since the only download form was PDF, I will be working to add more accessible versions of these documents over the next few weeks.

Removed Guidelines:

Expanding Your Market: Maintaining Accessible Features in Retail Establishments (2009)

Overview & Key Points:

Market Significance

  • More than 50 million Americans with disabilities represent potential customers for retail businesses

  • Including families, friends, and 78 million baby boomers who benefit from accessibility further expands this market

  • Accessibility makes good business sense by attracting new customers and encouraging repeat visits

ADA Requirements

  • The Americans with Disabilities Act (ADA) requires businesses to remove barriers in older buildings

  • Businesses must design and build new facilities to provide access for customers with disabilities

  • A key component of ADA compliance is maintaining accessible features so they remain usable

Critical Accessible Features to Maintain

  1. Accessible Parking

    • Keep spaces, access aisles, and connecting routes clear of obstacles

    • Ensure surfaces are smooth and free of cracks

    • Maintain visible signage

    • Clear snow, ice, and debris completely

  2. Accessible Routes Into and Through the Business

    • Keep entrances unlocked during business hours

    • Maintain clear paths (minimum 3 feet wide)

    • Ensure displays don't block aisles or doorways

    • Avoid trip hazards like billowy table covers or baskets on floors

    • Provide sufficient head clearance and cane detection for visually impaired customers

  3. Accessible Checkout and Service Areas

    • Staff accessible checkout aisles during all business hours

    • Keep lowered counter spaces clear of merchandise and equipment

    • Maintain clear floor space at service counters

  4. Accessible Restrooms, Fitting Rooms, and Elevators

    • Keep facilities unlocked and available during business hours

    • Don't use accessible facilities for storage

    • Maintain clear maneuvering space

    • Regularly refill accessible dispensers

    • Maintain lifts and elevators promptly

  5. Accessible Customer Information

    • Keep alternate formats (Braille, large print, electronic) up to date

    • Educate all staff about accessible features and services

Maintenance Checklist

  • The document includes a comprehensive 25-point checklist to help businesses regularly assess their accessible features

  • Additional space is provided for businesses to add custom questions specific to their establishment

Business Benefits

  • Maintaining accessible features protects the investment made in providing access

  • Even brand-new buildings can become inaccessible without proper attention

  • Simple maintenance can ensure access with little or no extra cost

Expanding Your Market: Gathering Input from Customers with Disabilities (2007)

Overview & Key Points:

This document focuses on practices for getting feedback from disabled customers as well as the benefits of doing so. Best practices for gathering feedback include:

  • For visual disabilities: Provide surveys in alternate formats (Braille, large print, electronic) or reading assistance

  • For hearing disabilities: Use assistive listening systems, sign language interpreters, or real-time captioning for interviews and focus groups

  • For mobility disabilities: Ensure customer service desks are accessible with appropriate writing surfaces

  • For training: Conduct mystery shopper training in accessible locations with accessible communication

Reaching out to Customers with Disabilities (2005)

Overview & Key Points:

This is a course that was developed by the Justice Department that covers all things related to making your business accessible.

Syllabus:

  • Lesson 1 - Policies & Procedures

  • Lesson 2 - Customer Communications

  • Lesson 3 - Accessible Design

  • Lesson 4 - Removing Barriers

  • Lesson 5 - Alternative Access

  • Lesson 6 - Maintaining Accessibility

  • Lesson 7 - Transporting Customers

  • Lesson 8 - Cost Issues

  • Lesson 9 - ADA Enforcement

  • Lesson 10 - Information Sources

Five Steps to Make New Lodging Facilities Comply with the ADA (1999)

Overview & Key Points:

Market Size and Significance

  • 51.2 million people with disabilities in the United States (18.1% of population)

  • More than 21 million adults with disabilities traveled at least once in a two-year period

  • Over 50% of adults with disabilities stayed in hotels while traveling

  • Annual spending by travelers with disabilities equals $13.6 billion

  • By 2030, 72 million Americans will be 65 and older (42% of adults 65+ have disabilities)

  • More than 50% of total U.S. discretionary income is controlled by those 50 years and older

Reservation Practices

  • Staff must know and accurately inform potential guests about accessible features

  • Understanding what constitutes accessible features prevents awkward situations

  • Once an accessible room is guaranteed, it must be available upon arrival

  • If promised room becomes unavailable, hotels should locate comparable accommodations and cover cost differences

Communication Considerations

  • Staff should be prepared to communicate with customers with disabilities

  • Calls from deaf persons using TTY or relay service should be answered promptly

  • Staff should talk directly to guests with disabilities, not to their companions

  • Front-line employees must be attentive to details related to guests with disabilities

Maintaining Accessible Features

  • Attention to detail is crucial in maintaining accessibility

  • Common problems include:

    • Blocked sidewalks or routes

    • Filled lowered reception desk areas

    • Oversized furniture in accessible rooms

    • Remote controls placed too high

    • Adjustable shower heads left at highest position

    • Thermostat or curtain adjustments that inconvenience blind guests

Design Trends That Affect Accessibility

  • Large furniture like armoires may reduce maneuvering space

  • Plush pillow-top mattresses may be too high for wheelchair transfers

  • Platform beds prevent use of personal lifts

  • Low lighting can create difficulties for older customers

  • High-contrast menus improve readability for many guests

Business Benefits

  • Good customer service for people with disabilities builds repeat business

  • Accessible features benefit other markets including older adults

  • People with disabilities and older adults become loyal customers when provided with:

    • Accurate information

    • Informed assistance

    • Friendly attitude

Americans with Disabilities Act: Assistance at Self-Serve Gas Stations (1999)

Overview & Key Points:

Problem Identification: People with disabilities may struggle or find it impossible to use self-serve gas pump controls, hoses, or nozzles. This creates two problematic scenarios:

  • At stations with both self and full service, people with disabilities might be forced to pay higher prices for full-service gas

  • At stations with only self-service, people with disabilities might be unable to purchase gas at all

  1. ADA Requirements: The document outlines three specific requirements that self-serve gas stations must follow to provide equal access:

    • Provide refueling assistance when requested by individuals with disabilities

    • Display appropriate signage informing customers with disabilities that they can obtain assistance by honking or signaling an employee

    • Provide this refueling assistance at the self-serve price with no additional charge

  2. Exception: Stations operating on a remote control basis with only a single employee are not required to provide this service, though they are encouraged to do so when feasible