Lately, airlines have been having a rough time, in terms of legal actions and PR issues, with consumers openly expressing outrage at being bumped from—or forcibly removed from— flights. Design a qualitative study to reveal the suppressed (as opposed to surface) issues that are contributing to this rage.

a. What are some of the surface issues?

b. Who will you want to participate and how will you recruit them?

c. What qualitative method(s) will you choose. Be specific about any exercises you will incorporate.