The part that says "help fans understand the technology" Kind of pisses me off. I read that as they still dont think the system was the problem but that the fans were the problem. That is not the case in my experience.
Like I said I know many who did everything they were supposed to, including myself. Download to wallet, have it open and ready. Try to use tap, revert to barcode. All failed, all not because the Fan didnt understand how to use the Tech. And all the while having these issues, many times over, causing huge mass of people backing up, in the heat.