Are you really expecting these poor people to spend three hours standing around in a baggage hall?

I don't remember much about the baggage hall in Florence (I've been there), but most baggage halls don't even have seats (or just the odd one or two), nor are there shops or restaurants or anything else. You can't possibly expect people to hang around in a baggage hall after an overnight flight.

Don't know what else to suggest (a coffee place landside maybe?), but leaving jet-lagged elderly people in a baggage hall would strike me as being almost cruel.