Title III Technical Assistance Manual (with 1994 supplement)

III−4.2100 General. A public accommodation must reasonably modify its policies, practices, or procedures to avoid discrimination. If the public accommodation can demonstrate, however, that a modification would fundamentally alter the nature of the goods, services, facilities, privileges, advantages, or accommodations it provides, it is not required to make the modification.

ILLUSTRATION 1: A private health clinic, in collaboration with its local public safety officials, has developed an evacuation plan to be used in the event of fire or other emergency. The clinic occupies several floors of a multistory building. During an emergency, elevators, which are the normal means of exiting from the clinic, will be shut off. The health clinic is obligated to modify its evacuation procedures, if necessary, to provide alternative means for clients with mobility impairments to be safely evacuated from the clinic without using the elevator. The clinic should also modify its plan to take into account the needs of its clients with visual, hearing, and other disabilities.

ILLUSTRATION 2: Under its obligation to remove architectural barriers where it is readily achievable to do so, a local motel has greatly improved physical access in several of its rooms. However, under its present reservation system, the motel is unable to guarantee that, when a person requests an accessible room, one of the new rooms will actually be available when he or she arrives. The ADA requires the motel to make reasonable modifications in its reservation system to ensure the availability of the accessible room.

Also, if the motel's only available accessible rooms were offered at higher rates than the room initially requested, it may be a reasonable modification of policy for the hotel to make the more expensive rooms available at the lower rate.

ILLUSTRATION 3: A retail store has a policy of not taking special orders for out-of-stock merchandise unless the customer appears personally to sign the order. The store would be required to reasonably modify its procedures to allow the taking of special orders by phone from persons with disabilities who cannot visit the store. If the store's concern is obtaining a guarantee of payment that a signed order would provide, the store could, for example, take orders by mail or take credit card orders by telephone from persons with disabilities.

ILLUSTRATION 4: An individual requires assistance in order to use toilet facilities and his only companion is a person of the opposite sex. Permitting a person of the opposite sex to assist an individual with a disability in a toilet room designated for one sex may be a required reasonable modification of policy.

ILLUSTRATION 5: A car rental company has a policy that customers who wish to secure car rentals with cash must have been employed at their present jobs for a year or more. A responsible, cash-paying customer with other sources of income, who is unemployed due to a disability, applies to rent a car and is rejected. The ADA requires the car rental company to reasonably modify its procedures to permit rentals by individuals with other adequate sources of income, including disability-related sources of income such as SSI, SSDI, Veteran's Administration disability benefits, or employer's disability benefits.

ILLUSTRATION 6: An individual is unable to wait in a long line for an amusement park ride because of a disability that carries with it a heightened sensitivity to heat. Another individual cannot wait in line because the line moves along an inaccessible path. In both cases the park may be required to modify its policy requiring all patrons to wait in line for attractions. For example, the amusement park could make available a marker to hold an individual's place in line.

ILLUSTRATION 7: A movie theater has a policy prohibiting patrons from consuming food and beverages purchased outside the theater. The theater may be required to make an exception to permit a parent to bring in appropriate food for a child with diabetes.