Ep43: Grace Under Pressure: Designing Passenger Experience Through Disruption

What if the moments passengers remember most, are the ones when everything goes wrong?

In this episode of CXD, Oliver King sits down with Engine’s Design Director David Pinder to talk about designing for disruption in airports.

They explore how pressure points—from flight delays to major incidents—can become defining moments for passenger experience. It’s a conversation about clear communication, empowered teams, and designing services that stay calm, considered and human—especially when the unexpected hits.

Because the airports that plan for disruption? They’re the ones passengers come back to.

Connect with David Pinder.

Chapters

00:10 - Introduction
01:32 - Crisis Moments as Experience Opportunities
05:07 - Empowering Staff for Better Passenger Care
09:50 - Human-Centred Welfare During Disruption
12:20 - Balancing Infrastructure Development and Passenger Experience
17:20 - Preparing for the Unexpected
23:30 - Effective Communication During Disruption
28:39 - Final Thoughts on Designing for Disruption

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