[Researcher]

Dear Airlinecomplaints.org users:
I am developing a dissertation project, on the subject of mishandled baggage, which could be of interest to you, and any airline around the world. The U.S. airline industry during 2009 mishandled 3.88 bags per thousand transported passengers, an improvement compared with the year 2008; however, the issue is latent and the solutions seem to fall short under the philosophy of customer service.

The dissertation project I would like to develop will address the problem from a different perspective in order to uncover patterns of baggage handling during the reception, inspection, transportation or delivery of checked baggage and their significance associated with the mishandled baggage. Academically speaking, the mishandled baggage issue has not been addressed at all creating a gap in knowledge which together we could address. If this research positively affects the knowledge we have and contribute to strengthen the customer service expected in this area, we could minimize the annual rate of mishandled baggage and save money to the airlines, increase the airlines' customer service satisfaction, and positevely affect the security procedures followed by TSA at the airports.

I am aware of the concern about the need to protect the users ‘ privacy; however, I assure you, it will not be an issue. The data I must collect for the study need not include personal information. As a researcher, I am asking for copies of the mishandled baggage report (minus personal data) for passengers who filled a complaint with the airline for lost, delay or mishandled baggage. My approach, if you allow me, I will contact you if you have posted a threat about mishandled baggage, or you may contact me. Once again, you may fill a questionary I am providing or send me the airline form used to communicate the mishandled baggage incident with the airline. The questionary form is similar to the one used by airlines minus personal information.

The dissertation project will serve to complete my academic requirements for a doctoral degree on Management and Organizational Leadership from the University of Phoenix (UOP). If you have questions, I will be ready to answer them

Sincerely

Gustavo A Varon
mishandledbaggageresearch@yahoo.com