[Researcher]

Dear Administrator:
I request an opportunity to present a dissertation project, on the subject of mishandled baggage, which could be of interest to you, the users of this web site, 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 airline.

I am aware of the concern about public image and 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 users of this web site who experienced mishandled baggage, and I will ask them if the want to participate in this research by sending me the airline form or filling a questionary form (which 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
gvaron@email.phoenix.edu