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1. I would conclude that there is a large lack of communication of expectations, problems and the employees seem be lacking proper motivation and/or behavior modification opportunities.
2. I would first begin with the managers of each 'area' (i.e. customer service, baggage claim, flight attendants, etc.). This would allow me insight as to what issues they see (if any). This would also allow open communication as to where they think the problems are coming from and determine a root cause. I would also ask them to have discussion with the people they manage to begin a '5 Why' process, where you begin with naming a problem and asking why (5 times). This will often help get to the root cause and not just the symptom of the problem. Allowing all levels of employees to explain where they see problems will allow collaboration to arrive at a solution that works and communication to help alleviate any tension that may be outstanding.
3. I would recommend mapping this operation as a value stream. I would first determine the average number of pieces of luggage during a given period. After calculating the rate of bags per hour, it would help me determine how many staff members are actually needed in the luggage transport process. Hopefully this would decrease the number of disruptions.
4. There are a few of the issues listed above that could use technology to help aid in arriving at a more prompt, customer friendly solution. I.e. The pilots could use the prompting system to communicate with customers over the loud speaker of the plane, or any flight delays could potentially be communicated on the head rest screen that is on most commercial flights. Also, there could be some sort of communication happening between customer service and baggage claim (via radio or the like) to help communicate delays or any issues with the customer service reps. This would allow them to be informed and to inform the customers asking.
5. I think by improving these processes it would not only help the overall customer experience but it would cause the employee satisfaction and morale to increase as well. I believe having the employees' frustrations heard (in light of the customer complaints), may help the overall motivation of the organization and it's workers. I think if processes were improved, employees would feel less frustrated and more motivated as they can see progress in the process and customer experience.