There were two aspects to 9/11 which surprised people. First, that it was four planes which were hijacked: For security screeners to allow one armed hijacker onto a plane may be poor luck, but for armed hijackers to get onto four planes looks like carelessness. (With apologies to Oscar Wilde.)
Second, while the prospect of planes crashing into towers had been considered -- and in fact all modern skyscrapers are designed to survive such an impact -- the aftermath of 9/11 was the first time the prospect of aircraft fuel being used to bring down a skyscraper was ever widely contemplated. If the two planes which hit the WTC hadn't been carrying enough fuel to reach LAX, the fires would not have burned for long enough to bring the towers down.