This has some lessons that apply much more broadly than to just airports (e.g. apps that make you jump through hoops and expect you to know what 2fa or SSO mean)
Or just anyone involved in communication at all. For example my condo management team has names for every part of the building that they just assume that everyone understands. They don't seem to understand that most of the people living here don't spend most of their time reading the building floor plan.
Exactly. That led me to wonder what in my job do I wrongly assume for my users.