A solution Regarding The Lack of Accessibility of The Groome Transportation’s Online Reservation System

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Dear Groome Transportation,

I’ve written to you before regarding the lack of accessibility of the Groome Transportation’s online reservation system back in March of 2025. I’m writing to you today to suggest the following solution to the ongoing accessibility issues that I, along with other blind and low vision customers may face when trying to reserve a shuttle via the online reservation system with screen-readers. Examples of screen-readers may include, but not limited to NVDA, JAWS, VoiceOver, etc.

As you may be aware, it’s difficult for me to navigate the online reservation system with my screen-reader, such as not being able to enter the “From” and the “To” places in its fields and entering the pickup location. It’s also frustrating when I have to tie up a telephone line just to have someone book my reservation for me where I have to provide my credit card information over the phone in which I end up paying a higher fare to reserve a shuttle.

The solution that I’d like to suggest is for you to partner with AIRA. AIRA is a visual-interpreting service that helps blind or low vision people complete tasks, such as navigating unfamiliar environments, booking transportation, navigating inaccessible websites, an so on. They partner with different companies, such as the Jacksonville Transit Authority (JTA), Pittsburgh Regional Transit (PRT), Meijer Online and other companies to provide free access at no additional cost to the blind customer who uses that company to accomplish tasks that isn’t accessible. You can learn more about AIRA by visiting https://aira.io.

With AIRA’s trained agents, they’ll help blind customers who’d like to use your service specifically navigate your website to reserve a shuttle for a future date instead of having to tie up your phone lines at no cost to them, except for when the blind customer has to pay for reserving a shuttle. The agent would be able to connect remotely to their computer and help them fill out the online reservation form. You can learn more about AIRA’s Access partners by visiting https://aira.io/partners.

As of right now, I’m still disappointed due to the lack of the accessibility improvements that I see with the online reservation system. Also, there’s even no labeling of the login fields, even though that I know that one field is the email address and the other is the password. If you partner with AIRA, I, along with other blind customers who uses this service, will be able to receive the online discount instead of paying more out of pocket over the phone. And also, your agents won’t have to be overwhelmed with calls from blind customers to book their reservations.

If you have any questions, please don’t hesitate to reply to this email at your earliest convenience. You can also give me a call at (Phone Number Removed). I’d also be happy to sit down with you via Zoom to talk about what I’m currently facing, where I’ll be able to share my screen and sound so you’ll know what I use to navigate your website.

Respectfully,
Armando Vias
Community Advocate

Other Groome Transportation Letters

Last Updated: Monday, October 27th, 2025 @ 7:52 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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