I was watching the Today show on 9-11, and they cut to a picture of the first plane in the WTC and were saying a "small plane" accidently hit the WTC, probably the pilot of the small plane dead. When they came back from commercial break, Matt Lauer was interviewing a woman on the street by the WTC, and she was pretty hysterical. She kept saying it was a huge! plane that hit the WTC, and Matt Lauer was dismissive, even saying at one point "I don't think so!" When the second plane hit, she began screaming live on TV and saying "It must be the air traffic controllers are losing control," etc. Nobody knew what was going on.
I think we all sat stunned. It was just to much to take in. Still is.