The issue is that the wifi isn't available where they need it. If I send them to the SSA building to get some federal docs, it's in a dead zone. It might be in the middle of Chicago but there isn't any free wifi for a mile in any direction from there. How do they pull up Google Maps to get home? And it's not always obvious how to get the free wifi as it doesn't just let you connect, you had to go through a multi-step process of signing in and accepting T&Cs these days. Which the phone doesn't always want to do.
I can tell you don’t actually have to use it because if you did you’d know your statement isn’t accurate.
I've traveled Greyhound and Amtrak recently. They both advertise free wifi, but it's quite clear they no longer prioritize keeping it working.
Libraries are (probably/hopefully) an exception. But, seeing as Starbucks has been wanting to discourage people from hanging out in recent months, I wouldn't count on Starbucks wifi being reliable.