I'm not sure, but I could speculate. I understand that it can be a challenge for some people to adapt to new technology and accessing technology if they're not accustomed to it. I appreciate that. I have parents, too, so I appreciate the challenge for them.
I also think it was a really stressful time to try to travel, in addition to navigating a new app, testing requirements and health concerns and anxieties. It was an anxious time.