I really feel for that couple
I also agree with earlier comments- from my own experience when travelling with FR, the website is functional (I'd argue their app is even easier to use when checking in), but I absolutely loathe the fact that the booking process is diabolical, being bombarded with additional (chargeable) add-ons, one after another, making the process much more tedious than needs be. FR had been investing in their 'Always Getting Better' initiatives which were working well (unsure if these have been stopped now), but I can see it being enough to put some people off, especially elderly or less seasoned flyers. Even business passengers don't want the hassle of having to go through a long-winded booking process, especially if they are frequent flyers.