I figured out the issue. Because my 80yr old parents arent that good with the cellphone, they didnt see the hotel/meal voucher thing at first. They called in and though the agent would help them just book the hotel but the agent just txted a link to the hotel selection page. They went and selected a hotel (Best Western NYC Gateway). They called the hotel to enquire about the shuttle and was told it was too late but also "confirmed the reservation" over the phone. They spent $70??? on a taxi to go 9mi. Arriving at the hotel, the person now says they see no reservation. They asked to see the voucher but they didnt receive any email. On the app, it goes back to the hotel selection page (now with no best western). Being past 3am at this point, they said they would just pay for a night. The checkin guy told them to sit down and he'd attend to them after handling a large group of pax that came in (with vouchers I guess). I've never done the online hotel voucher thing before, always gotten paper. I'm guessing perhaps my parents didn't click some final confirmation step? I haven't checked in with them today yet. They were initially put on a 7am flight but said it was too early but the next available flight was 4pm so they got moved to that. I'm currently try to find them something earlier. I usually would have tried to help them earlier but the new 2FA makes it more difficult for me to get into their account.

I guess these days, you must be cell phone savy to get any service late at night when you misconnect. Maybe its because they came into terminal B. It's like when I misconnect in europe and you get off the plane and have no idea where to go to get your hotel. I feel sorry for elderly people.