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a subway train ADA - Title II Public Transportation Complaint Procedure


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"If I can't access the supporting technology, how am I supposed to use public transportation?"

Ticket machines, information kiosks, and online schedules are only a few of the ways that information technology affects people's interaction with public transportation. Subtitle B of Title II of the Americans with Disabilities Act provides that public transportation AND the systems and technologies associated with its use be accessible to people with disabilities.


Summary of this part of the ADA that is relevant to inaccessible technology: The transportation provisions of Title II cover public transportation services, such as city buses and public rail transit (e.g. subways, commuter rails, Amtrak). Public transportation authorities may not discriminate against people with disabilities in the provision of their services.

When to use this procedure: You are a person with a disability, and you believe that you have encountered discrimination in the delivery of public transportation services. In the context of this guide, examples of that discrimination could be an inability to use ticket or fare machines; to hear station announcements; to see electronic schedule displays; or to access web-based information on schedules, routes, and fares.

Products and services that are covered by ADA - Title II (Subtitle B):
  • Technology products and services that support delivery of public transportation


  • Where necessary to ensure that communications with individuals with hearing, vision, or speech impairments are as effective as communications with others, the public entity must provide appropriate auxiliary aids such as qualified interpreters, assistive listening headsets, television captioning and decoders, telecommunications devices for deaf persons (TDD's), videotext displays, readers, taped texts, Brailled materials, and large print materials.

Other "fine print":
  • Recipients of Federal financial assistance have similar obligations under Section 504 of the Rehabilitation Act of 1973.


  • The Public Transportation section of Title II is intended to clarify the requirements of Section 504 for public transportation entities that receive Federal financial assistance. Also it extends coverage to all public entities that provide public transportation, whether or not they receive Federal financial assistance. It establishes detailed and complex standards for the operation of public transit systems, including commuter and intercity rail (AMTRAK). The Department of Transportation is responsible for the implementation of the second subtitle of Title II and issued a regulation implementing that subtitle.


  • Discrimination by air carriers in areas other than employment is not covered by the ADA but rather by the Air Carrier Access Act (49 U.S.C. 1374 (c)).


How to proceed with the complaint process:
Contact the person who manages the public transit and try to resolve the problem Provide:
  • A description of the inaccessible features or functions, including specific details such as names, dates, times, route numbers, witnesses, and any other information that would assist in the investigation of your allegations
  • Suggestions for improvement
Document your interactions with the public transit provider
  • Dates of conversations, emails, letters or faxes
  • Person(s) with whom you interacted, including their contact information
  • Details of your conversations
  • Copies of emails, letters or faxes
If you cannot resolve the problem by working directly with the public transit provider...
Build and document your case
  • Your name, address, telephone/TTY number and email address
  • Name, address, and phone number of the public transit provider
  • A detailed description of the product or service that is inaccessible
  • The date you became aware of the inaccessible product or service
  • A description of the inaccessible features or functions, including specific details such as names, dates, times, route numbers, witnesses, and any other information that would assist in the investigation of your allegations
  • Suggestions for improvement
Complete the Federal Transit Administration - Office of Civil Rights' complaint form
Online: Click here to view this resource.
Voice: 1-888-446-4511
Federal Info
Relay Service:		 1-800-877-8339
Email: ada.assistance@fta.dot.gov
Sign the form and mail it to the FTA Director, FTA Office of Civil Rights
400 7th Street, S.W.
Room 9102
Washington, D.C. 20590



If you are interested in learning more about the ADA, check out these resources:


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Information Technology Technical Assistance and Training Center
Center for Assistive Technology and Environmental Access
Georgia Institute of Technology
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