I agree with ITCZ. Sufficient staff, well resourced and not worked to the point of exasperation would fix this problem.
A few staff on duty at each port who's job it is to keep track of potential customer service stuff ups and fix them...but that would cost money and as Dixon has quite clearly stated recently his only concern, and quite deliberately, is shareholders.
I am reminded of the (possibly appocryphal) story from the 70s where a cat was found dead in the hold of a domestic flight...in QLD if memory serves.
The little old lady was quite distressed by the fact that her moggy was 'missing' but she was reassured it would be found and delivered to her home.
In due course a near identical cat was found and delivered by relieved ground staff..."But that is not my cat" exclaimed the old lady. "Maddam we assure you this is indeed your cat" "No it is NOT...my cat is dead, I was bringing her home to bury her!!"