Frequently Asked Questions
What can I use this service for?
This may cover topics such as: your psychological well being; life stressors and changes; relationship problems; fatigue; work/life balance; bereavement; sim check worries; work pressures; colleague concerns; career options; financial problems; health concerns etc.
What happens if I make a request?
How bad do things need to get before I can request a call?
What if I am concerned about a colleague?
To be clear, this is not about 'reporting' your colleague, this is about discussing it with a trained peer and together working out what your best course of action is.
Can I use this service in an Emergency?
No, we are not set up to deal with emergencies. If you think that your own (or someone else’s) safety is in immediate danger, please click here for your options.
How do I complain about this service?
Requesting a call
How much information will I need to provide in my contact request?
All we want is a first name (it doesn't even need to be your real name, if you would prefer), and a contact number. We need no other details.
Why can't I speak to someone immediately and why are there different contact request times i.e. 12/24/48hrs?
I have requested a peer to make contact with me. What happens next?
We will alert the peer(s) you have requested. They will make contact with you as soon as possible when they are not working or resting and arrange a mutually convenient time to talk. Hopefully this initial contact will take place within 48hrs.
I have requested a peer to contact me and have not heard anything in the last 48hrs, what do I do now?
In this unlikely event, please sent us an email message and we resolve this asap.
I know the peer I want to talk to well. Why dont I just call them directly (or speak to them when we next see each other or fly together ) and avoid using this PSP system altogether?
There is nothing stopping you doing just that. However, you will be speaking to them as a friend and not as a peer volunteer. This means neither you, them or us are covered by any of the promises and assurances of confidentiality and independence offered by this PSP. What's more, they are under no obligation to talk to you in a peer capacity and may prefer not to as they might be operating or resting or feel it would be inappropriate to pursue the conversation any further. Please don't be offended if they suggest you contact the PSP, even if it is to talk to them. This will ensure you receive the best service we can offer.
Who are the TUI Peers?
After an extensive selection process, we have chosen and trained TUI pilots to become our peers. We have worked hard to ensure they are as representative of the pilot community they serve (currently, the UK and Nordic regions) as possible. As you might expect, we have a good mix of experience, fleets, age, seat, bases, gender, etc. If you are seeking a peer from a specific demographic, you can let us know and we will do our best to match your request. What can you be reassured of though, is that irrespective of our peer’s demographic, you will be listened to without judgement and receive their full attention and support.
Steps and Stages
What happens in the first conversation?
After arranging a suitable time to talk with you, the first conversation with your peer will be to establish how they can best help you - either by supporting you directly or pointing you in the right direction.
Can the peer intervene, help me out or advocate on my behalf?
No. As this is a peer support service, the aim is to support you to make decisions and take action in resolving a particular problem or issue you are dealing with. Them doing it for you is seldom a wise solution.
Can a peer decide if I am 'fit to fly'?
No. They are not qualified nor in a position to decide on whether you are fit to fly. Even following your conversation, that decision remains your responsibility. However, as a peer they can help you work this out yourself and/or figure out your options and how best to progress them. This is what they are here for. Their role is to support you not only make this decision but be there for you following whatever decision you make.
What are the limits of this service support?
Please remember this is peer support service - and not an expert information or advice centre. Your peer will be happy to share what they know and help where they can.
What if the peer can't help me?
Your peer is supported by a clinical psychologist which they have access to, who in turn has access to a range of resources and channels. If for some reason, your peer can't help you, they will do their best to find out or direct you to someone who can.
How do I know my request has been submitted?
When you click the submit button there will be a message confirming receipt on the screen. If you haven't heard anything within the requested time, please assume we haven't received it.
I have a question that has not been answered here.
Is this service really independent?
Is this service confidential?
Yes. Whilst it is operationally accountable to the TUI Steering Group, the details of individual users are strictly confidential and are protected in the same way medical records would be protected.
What are the limits to this confidentiality?
We take your confidentiality very seriously. However, if you tell us anything that gives us demonstrable concern about your safety or anyone else’s, just as in other healthcare settings, we are ethically and legally obliged to waive your confidentiality. In this extremely rare event, your peer will follow an established protocol of contacting their clinical supervisor and together deciding on the most appropriate course of action. However, they will always work with you first to figure out a way in which you and others can be safely protected and with your consent.
What information is stored about me?
What if I bump into the peer supporting me in a different setting (e.g. down route; training event; socially, etc.)?
What connection do peers have with TUI Management and/or Union or Association representatives?
Just as you can, peers are always able to speak to a duty manager or Association / Union rep. However, they will never talk to them about a particular person or provide identifying details if talking about a general situation. However, they may call them for information or advice on a company process or available resources.