That all sounds highly probable. I was working in telecommunications from 1977 to 2003 and very familiar with how people have difficulty setting out what they need as opposed to what they want. Many just wanted the technology itself - without being able to specify what they wanted the technology to achieve.
Today I had problems with another LCC app when I went to update my address. Was easier to do it on their website via PC. Then a website for AirBNB wanted details of booked residents - whilst they highlighted that it was to be dd/mm/yyyy - they did not put in the '/' lines and so my entry was rated as invalid. No opportunity to edit.