Passengers generally don’t have confidence in their travels. I didn’t when I was a kid! When I would fly cross country on my own when I was in junior high, especially if I was connecting, I remember going up to the gate agent and showing them my boarding pass just to confirm what I sort of already knew, that I was in the right place and that I had what I needed to fly?
This concern really resonated with me: someone flying American Airlines who didn’t “feel confident leaving the airport for a hotel” during an overnight delay.