How many times has each of us ignored or loosely read a memo or e-mail at work? I admit I read about 1 out of every 10 e-mails from "HR" or "corporate". For policy changes like this, it's incumbent on all FAs to read and understand the change. We all know there is always someone that doesn't bother to read something.
If it's an issue that impacts safety, there is typically a much higher level of training and rigor around the change. This was likely an e-mail/memo that my guess is a chunk of FAs didn't bother to read or fully understand on the first read.