The UX of Flying (Air Peace) to Nigeria

from Design Gist · host Design Gist

In what is actually the 31st episode of the Design Gist podcast, we yap about the user experience and customer experience of flying, particularly with Air Peace, a Nigerian airline. We discuss the various phases of air travel, from pre-booking to post-flight, highlighting the importance of design in each of those stages. And the conversation opens up the frustrations and challenges faced by travellers, especially when dealing with third-party booking sites like Trip.com, which can complicate the experience due to misinformation. We share personal anecdotes about our travel experiences, emphasising the need for better communication and user-centred design in the airline industry. We recounted a series of frustrating events, including a lack of clear signage at inaccessible airports, the chaotic atmosphere during baggage claim, unending in-flight delays....Chapters(00:00) Intro(02:19) Discussing User Experience in Air Travel(14:34) Exploring the Phases of Air Travel(20:18) The Importance of Design in Travel(24:07) Traveling Troubles: A Personal Experience(25:39) How important is Information in Air Travel(30:37) Misinformation from Online Travel Agencies(36:00) The Importance of Transparency in Booking(48:15) Dark UX Patterns in the Travel Industry(51:02) Frustrations with Ticketing and Travel Apps(54:16) Navigating Airport Signage and Wayfinding(01:01:08) Cultural Differences in Customer Service(01:12:45) In-Flight Experiences and Service Quality(01:13:53) Understanding Customer Service Expectations(01:17:05) Anecdotes from the Airline Experience(01:20:05) Critique of Air Peace and Service Failures(01:29:59) The Need for Design Overhaul in Nigerian Air Travel(01:37:51) Innovations in Travel Tech(01:39:10) Customer Experience in Nigeria(01:40:33) Social media gist01:55:00) In closing

Episode metadata supplied by the publisher feed · Published Jan 18, 2026

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The UX of Flying (Air Peace) to Nigeria

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This episode was published on January 18, 2026.

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