SubscribeThe US government has a simple online course on the ADA:
Making it possible for customers with disabilities to purchase your goods and services is an important part of complying with the ADA. The ADA requires businesses to make "reasonable modifications" in their normal ways of doing things when necessary to accommodate people who have disabilities. Most accommodations involve making minor adjustments in procedures or providing some extra assistance. Usually the customer will let you know if he or she needs some kind of accommodation. Businesses are not required to change their policies and procedures in any way that would cause a "fundamental alteration" in the nature of their goods or services, would undermine safe operation of the business, or would cause a "direct threat" to the health or safety of others. As a rule, people with disabilities may not be excluded from services or isolated from other customers unless it is necessary for the safe operation of a business. If legitimate safety requirements make it necessary to exclude or isolate a person with a disability, they must be based on actual risks and not on stereotypes or generalizations about people with disabilities. Businesses must allow people with disabilities to bring their service animals into all areas of the business where customers are normally allowed to go.
Summary of Lesson One
Limits
The ADA has limits. Businesses are not required to change their policies and procedures in any way that would cause a "fundamental alteration" in the nature of their goods or services, would undermine safe operation of the business, or would cause a "direct threat" to the health or safety of others.
"Fundamental alteration"
A "fundamental alteration" is a change that is so significant that it alters the essential nature of the goods, services, facilities, privileges, advantages, or accommodations offered. For example:
Safe operation
As a rule, people with disabilities may not be excluded from any services or be isolated from other customers unless it is necessary for the safe operation of a business. If legitimate safety requirements make it necessary to exclude or isolate a person with a disability, they must be based on actual risks, not on stereotypes or generalizations about people with disabilities. For example:
Staff are not expected to abandon their duties in order to provide assistance to a person with a disablility, when doing so would jeopardize the safe operation of a business.
"Direct threat"
A "direct threat" is a significant risk to the health or safety of others that cannot be eliminated.