Follow-Up: Serious Accessibility Issues Found On The Groome Transportation’s Online Reservation System

Note: The below letter has been updated since it has been sent to the Corporate Office in Richmond, Virginia.

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Message

Dear Groome Transportation,

I’m writing you today to express my disappointment in regards to making the online reservations system accessible to people with disabilities.

As a blind individual who lives in the Byron/Warner Robins area where this service is available, having affordable and reliable transportation to travel to the Hartsfield-Jackson Atlanta International Airport to catch flights or spend time in the Atlanta area is very important to me and other individuals who’d like to take a day trip or a vacation or need to catch a flight for a business trip/conference.

As you may be aware from my previous letters to the local (Warner Robins) office that was sent almost two years ago, I explained what a screen-reader is, in which, to refresh your memory, a screen-reader is software that reads text and other items, such as buttons, links, and other elements out loud to blind and low vision users. Examples of tasks that blind and low visioned users can accomplish with a screen-reader may include, but not limited to sending emails for a job or an assignment, making phone calls/sending texts to colleagues and/or friends, and so on. Some examples of screen-readers that’s used today are:

The last time that I sent you an email was on June 8, 2023 regarding the lack of accessibility/usability of the Groome Transportation online Reservation System. Sadly, I’m still running into the same issues as of today. Before I go further, I’m using NVDA (Non-Visual Desktop Access) with Google Chrome on a Windows computer. You can learn more about NVDA by visiting https://nvaccess.org.

Here’s what I’m facing:

  1. I’m unable to enter the “From” and the “To” places in its fields. Also, after I press enter on the suggestions to enter it into these fields, it clears itself out, meaning that these fields are empty.
  2. I’m unable to confirm the pickup date. Even though that I tried to select my pickup date, NVDA doesn’t announce the date when I check the field.
  3. The combo boxes to choose the time doesn’t have a label where NVDA can announce. It just says, “Combo Box,” along with its values. The solution here is to label the combo boxes where NVDA should announce each combo box like this, “Hour, Minute(s), and AM/PM.”
  4. While the “Continue” button is labeled properly, it won’t let me go to the next step to continue my testing of the reservation system.

While I was able to book my transportation from Hartsfield-Jackson Atlanta International Airport to Byron by calling the local office last month, I had a feeling that the online reservation system’s accessibility wasn’t improved since I last sent an email via this contact form back in June of 2023. While I’m thankful that there’s multiple options to make a reservation, not everyone feels comfortable calling the reservations department to schedule a trip, in which they’ll also have to pay extra to reserve over the phone instead of getting the online discount via the system. Also, most people don’t feel comfortable giving their credit card information out to customer service agents. If we make the online reservation system accessible, more people like me can easily book online instead of us having to call to book a reservation over the phone.

You can learn more on how to improve the accessibility of the system by reading the WCAG (Web-Content Accessibility Guidelines) 2 Checklist, located at https://webaim.org/standards/wcag/checklist.

If you have any questions or comments, please let me know by responding to this email at your earliest convenience. You can also call me at (Phone Number Removed).

I’d be happy to collaborate with you on the corporate/local level in order to fix these accessibility issues with the online reservation system. That way, we can improve it for all of us. to make it accessible and usable for everyone.

Thank you.

Respectfully,

Armando Vias

Other Groome Transportation Letters

Last Updated: Monday, October 27th, 2025 @ 7:56 am

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Disclaimer

The letter above that was sent to companies and/or government agencies and is also posted to armandovias.com has been written with the sole purpose of advocating for and promoting equal access and inclusion of people with disabilities. The goal of these letters is to raise awareness about accessibility barriers that I face when navigating websites or out in the community and to encourage companies/government agencies to meet or exceed accessibility standards, such as the Americans with Disabilities Act (ADA) and the Web-Content Accessibility Guidelines (WCAG).

These letters are posted on this website for documentation, educational, informational, and transparency purposes only, and these letters does not constitute legal advice.

These letters are intended as constructive feedback to assist companies/government agencies to identify and fix accessibility issue(s). They’re not designed to defame, disparage, or cause any harm to individual(s) or entities. My motivation of posting these letters is to foster a more inclusive environment for everyone.

While I strive to provide accurate and up-to-date information in these letters, the content(s) in each letter is based on my analysis and observations at the time of writing. I cannot guarantee the absolute accuracy/completeness of all information, and mistakes and omissions may occur.

The posting of these letters does not constitute a formal legal complaint, nor does it guarantee any specific legal action(s) or outcome. My objective is to encourage compliance and improvement(s) for providing equal access for all individuals.

My website (armandovias.com) and the views expressed in each letter are independent and do not represent any official legal or governmental authority. I encourage companies and/or government agencies to review my feedback carefully and to take proactive steps to ensure equal access for everyone. I believe that inclusion for all is a fundamental right for all companies and government agencies.

If you have any questions, or if you’d like to discuss the contents of a letter that’s posted on armandovias.com, contact me by replying directly to the email that the letter was sent from or call me by using the phone number that’s provided in the email.

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