Although the language of the ADA does not explicitly mention the Internet, the DOJ has taken the position that title III covers access to websites of public accommodations.
The DOJ has issued guidance on the ADA as applied to the websites of public entities, which includes the availability of standards for website accessibility; it gives you their thought process. See Accessibility of State and Local Government Websites to People with Disabilities (June 2003), available at www.ada.gov/websites2.htm.
The DOJ has stated that an agency (and similarly a public accommodation) with an inaccessible website may meet its legal obligations by providing an accessible alternative for individuals to enjoy its goods or services, such as a staffed telephone information line.
The alternative must provide an equal degree of access in terms of hours of operation and range of options and programs available.
Example: If bank services are posted on an inaccessible website that is available 24 hours a day, 7 days a week to individuals without disabilities, then the alternative accessible method must also be available 24 hours a day, 7 days a week.
Additional guidance is available in the Web Content Accessibility Guidelines (WCAG), available at www.w3.org/TR/WAI-WEBCONTENT
, which are developed and maintained by the Web Accessibility Initiative, a subgroup of the World Wide Web Consortium (W3C¨).
The DOJ issued proposed
website guidance for government sites and public accommodations in July 2011. Nothing has come of it yet.http://www.ada.gov/anprm2010/web%20anprm_2010.htm
From a customer service standpoint, I would try for reasonable alternatives.