Frequently Asked Questions

General Info

What can I use this service for?

Anything where you would value talking to a peer.

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.
The trained peers are there for you, your well-being as a person and as a pilot. While they cannot act on your behalf, provide expert opinion, advice or even ‘fix’ your problem, what makes them superbly qualified is that they are TUI pilots like you. They have all had further/advanced training in supporting fellow pilots and they in turn are supported by a team of independent psychologists. All of the peers are willing to listen to you, understand your challenges and help you figure it out (or at least point you in the right direction).



What happens if I make a request?

Once you have requested contact you will receive an email/text message confirming your contact request. ​The first Peer Volunteer to pick it up, will either text or email you (whichever preference you indicated) and arrange a suitable time to talk on the phone. ​​The initial conversation will be to understand how we can best help you - or which direction to point you in. You may have a specific request for guidance or information, or you may be seeking support on a particular challenge you are facing. Either way, we are here for you.



How bad do things need to get before I can request a call?

Like most things, it is better to deal with problems and talk to others before they start to boil over. ​Things needn’t get to a crisis point before you contact us. In fact, the sooner you do, the better we can support you. Occasionally though, life can feel especially tough and overwhelming - and as a peer support network, that is what we are here for.



What if I am concerned about a colleague?

It is always better for people themselves to make contact with this service. However, sometimes they are too fearful to do so, or have lost perspective on the impact that this is having on their performance or those they work with. ​If you believe that their situation has an immediate safety implication, then you are obliged to act directly and contact your Pilot Manager or pilot helpline.
However, if you believe the impact is more ‘slow burning’, cumulative or may put a less experienced or assertive colleague in a potentially difficult position, then we suggest discussing this through with a peer.
​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. ​If having read this you still have concerns, contact us anyway: that's what we are here for!



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?

If something isn't working for you, the only way we can fix it is if you let us know. Please direct your complaint to us, directly (support@centreforaviationpsychology.com) and be assured that we will deal with them in a discreet and appropriate manner. Equally, if you would rather direct it elsewhere, please send your complaint to the Head of Flight Operations or your BALPA rep.



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?

As this is a Peer Support Programme, we want your first contact to be with a TUI pilot - and not a call centre operator. Given that they are working pilots too, it is not always possible to immediately connect you to one. However, they will do their best to respond to you as soon as is reasonable - and within your requested timeframe. ​​You can help us identify the level of need from your request: If you request to be contacted within 12hrs, we will assume that it is urgent and will do what we can to respond as soon as possible. If you request to be contacted within 24hrs, we will assume your request is important, although not urgent - you would prefer to talk to someone sooner than later and we will respond to you within daytime hours. If you request to be contacted within 48hrs, we will assume that whilst your request is important, you are happy for us to contact you during daytime hours, Monday - Friday.



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.



Technical Issues

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.

Apologies - if you have a question, we'd love to hear it and we will do our best to answer it. ​ This FAQ is only as good as the questions posed. Please send it to us here.



Confidentiality

Is this service really independent?

Yes. TUI recognises that for this to work, it needs to be independent of the company, the unions and the Regulator. This is in line with recent EASA and CAA recommendations. While this service is staffed by trained peers, it is managed and supported by an independent company, The Centre for Aviation Psychology, to ensure standards are met and the service is professionally managed. This company consists of clinical psychologists who specialise in aviation psychology and are market leaders and subject matter experts in this field. ​ While the Peer Support Programme is independent, it is operationally accountable to the TUI Steering Group. This consists of Flight Ops Management, Safety Representative, Pilot Union/Association Representatives and Peers. They meet regularly to discuss overall usage patterns, never individual cases



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?

We keep a protected and encrypted record of your contact details. We also keep a separate, anonymised and encrypted record of your contact with the peer supporting you - and to which their clinical supervisor has sight of. However, no other peer has sight of this. In exceptional circumstances and within an established protocol, the Clinical and Operational Directors of the TUI PSP (both CAP Clinical Psychologists) can access this information. ​Within your rights under the Data Protection Act, you can request to see the information we hold on you. To do so, please contact us and we will send you the address to which you can direct your enquiry and the process in which we can verify your identity.



What if I bump into the peer supporting me in a different setting (e.g. down route; training event; socially, etc.)?

Unless you are vaguely aware of each other prior to using this service, your peer will have only ever spoken to you on the phone. If you do realise that you know each other, your peer will greet and acknowledge you as colleagues normally would - in a friendly and collegiate way. They will make no reference to the fact that they are or have supported you via this service. It would not be advisable to discuss anything regarding your situation in this setting. This is because: we want to respect your privacy and boundaries; others may overhear you; and as you are both at work (even if we are down route or socialising in a group) it would be the wrong setting to discuss these topics.



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.



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