Airline Website Accessibility DOT CFR 14 Part 382 5 Steps to Compliance

Edward Chandler

Principal UX Consultant & Accessibility Expert

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DOT CFR 14 Part 382 – Web Accessibility

U.S and Foreign air carriers that market air transportation to consumers in the U.S must:

• Provide an accessible website

• Provide equivalent service at no charge to passengers with a disability who cannot use their Web sites due to a disability

• Provide a Web site function that allows consumers to request a disability accommodation online

• Websites have to achieve Web Content Accessibility Guidelines 2.0 Level AA

• Airlines must test their websites in consultation with disabled people to ensure their accessibility and usability

• Phased approach

Overview

Key Information

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What is required and when?

Phase 1

7 areas of the site with the primary focus on purchasing and managing a booking:

1. Booking or changing a reservation 2. Checking in for a flight 3. Accessing a personal travel itinerary 4. Accessing the status of a flight 5. Accessing a personal frequent flyer account 6. Accessing flight schedules 7. Accessing carrier contact information

Phase 2

All remaining public-facing Web pages on the Web site must be accessible.

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Planning Your Route To Compliance

Looking at the options

As we see it, each airline has three options:

1. Do nothing and carry on as is.

2. Outsource - Use an third party to maintain the website accessibility aspect using their (expensive) software

3. Build in accessibility into your current primary website

We don’t recommend going down the route of the first option.

The DOT will likely fine you post the deadlines.

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Option 2 – Outsource (expensive)

What this involves

We know you can outsource and use solutions that re-render the site to make an alternative version

or overlay accessibility

However the underlying issues that you will not be able to create accessible web experiences from the

outset will remain.

The initial cost might seem attractive but you have to make continual payments to maintain the

accessibility because of the underlying issue until you build accessibility for yourselves.

Compliance with Accessibility Legislation doesn’t become Inclusive it becomes expensive and

burdensome against your bottom line.

1. Alternate versions [websites], as defined by WCAG 2.0, have a role, albeit a very limited one

2. An alternate version approach of any Web page that does not conform to the elements of a ‘‘conforming alternate version’’ as defined by WCAG 2.0 is incompatible with the goal of equal access

3. Alternate versions are permitted only when making a particular public-facing Web page compliant would constitute an undue burden or fundamentally alter the content on that page

4. The criteria for an alternate version will be set very high

DOT Ruling on alternative versions

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Option 3 – Build in Accessibility (Our approach)

A Managed Solution That Fits Your Business

We have a different way. We work alongside you so that you can to take control by enabling you to build UX and Accessibility into your services as part of User Centred Design Process

Achieve compliance and build on it to focus on simplification and good UX which drives conversion.

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5. Strategy

Our Managed Approach - Industry Proven

Having already done this for one of the world’s largest airlines with positive results we are proven at delivering accessibility in the airline industry.

5 Steps to Compliance

4. Testing 3. Support &

Guidance

2. Tools &

Training 1. Audit

The steps to achieving accessibility:

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Step 1: Accessibility Audit

Most common step that businesses take and then usually stop….

You need to know the size of the problem, however you are probably not in the position to get the answers yourself.

We can provide those answers by using our knowledge and expertise to conduct a robust and detailed accessibility audit

The outcome will a breakdown of your site’s accessibility and give you a clear direction for solving accessibility barriers

How We Help…

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Step 2: Tools and Training

Working with you to understand your position and promoting skills in-house

It is likely that the tools and techniques you have at your disposal are not sufficient for the resolving the issues. We equip you with the tools and techniques you need to use to deliver an accessible web experience.

We can recommend and provide tools (software solutions) that enable you to take control and manage your accessibility agenda We can provide remote testing support should you require more resource

We train your teams so you are not reliant on others to deliver and maintain accessibility going forward: • Testing for accessibility • Developing accessible experiences • Designing accessible experiences including content creation

How We Help…

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Step 3: Providing Support / Providing Guidance

Helping you to deliver accessibility

Although you have training and the right tools, this isn’t the time to walk away and let you get on with it.

You need that expert advice and we provide clear and concise expertise and knowledge to help you deliver an accessible site efficiently.

We provide remote and onsite support to the extent to which you feel you need to support you as you develop the site.

We can be onsite for short or longer periods and when we are not onsite we can also provide remote support from our head office in the UK.

How We Help…

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Step 4: Testing with Disabled People

Compliance includes Usability Testing

The DOT “Requires carriers to test the usability of their accessible primary websites in consultation with individuals or organisations representing visual, auditory, tactile, and cognitive disabilities”.

Either identifying an organisation or being able to co-ordinate usability testing can be daunting. Usability Testing is our one of our core services and we have contacts within the Disability Sector.

If you would prefer to go through a representative organisation we can manage that process being the liaison between business and charity for a smoother and more positive outcome.

We can also co-ordinate and deliver the testing ourselves working in conjunction with organisations to arrange sign off.

How We Help…

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Step 5: Strategy and long term UCD resolution

Delivering accessibility as “Business as Usual”

As there is a hard deadline given by the DOT, the focus will be on delivering an accessible site first, rather than longer term strategy. Therefore once you have an accessible site and you have the skills you need, you need to consolidate that knowledge for long term impact.

The business doesn’t sit still and the next projects are around the corner. We want to help you move from accessible to inclusive. Delivering new projects as part of using a User Centred Design Process.

Embedding User Centred Design as part of the business culture is another core service as a UX Consultancy. Working with you, we engage with key stakeholders to help you define and write the strategy and then socialise/live that throughout the organisation.

Experience has shown that this is effective at delivering long term change.

How We Help…

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Get in touch and find out how we can help…

What next?

Edward Chandler Principal UX Consultant

ed@uservision.co.uk +44 131 225 0856