Question 1

How has the PAG changed from how it used to be?

Accepted Answer

Not much - just refreshed and updated! It is still the same, trusted service of providing Aer Lingus pilots with confidential support from their peers.
However, what has changed (and keeping track of the latest EASA and GDPR requirements) is that we wanted a website to tell you more about our service, make it easier to contact us, expand our pool of peers and ensure they are adequately trained as well as supported, and keep your contacts with us confidential and protected in our digital age. To help us do this, we have engaged the Centre for Aviation Psychology  who are experts in the field of peer support and provide this service to thousands of pilots, and dozens of AOCs throughout Europe.

Question 2

Is the PAG endorsed by IALPA and Aer Lingus?

Accepted Answer

Yes, not only do both IALPA and Aer Lingus endorse the PAG, they co-chair the PAG Steering committee ensuring that it is governed appropriately and confidentiality is respected and protected.

Question 3

Who can use this service?

Accepted Answer

This service is intended for all Aer Lingus pilots. It is also open to their colleagues and family members related to concerns regarding that pilot.

Question 4

What can I use this service for?

Accepted Answer

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 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.

They are willing to listen to you, understand your challenges and help you figure it out (or at least point you in the right direction).

Question 5

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

Accepted Answer

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.

Question 6

How much information will I need to provide in my contact request?

Accepted Answer

All we want is a first name (it doesn't even need to be your real name, if you would prefer), your email address and a contact number. We need no other details.

Question 7

What happens if I make a request?

Accepted Answer

Once you have requested contact you will receive an email/text message confirming your contact request. One of The PAG peer volunteers will text you to 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.

Question 8

Why can't I speak to someone immediately and why are there different contact request times i.e. 12/24/48hrs?

Accepted Answer

As this is a Peer Support Programme, we want your first contact to be with a trained Pilot Peer 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 ask 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, and not urgent. However, you would prefer to talk to someone sooner than later and we will respond to you within daytime hours.

If you request to be contact within 48hrs - we will assume that whilst your request is important, you are happy for us to contact you during daytime hours, Monday - Friday.

Question 9

What if I dont want to proceed with the peer who has been allocated to me?

Accepted Answer

If you know the peer once they have made contact with you and would prefer not to proceed, or you have already started and would like a different peer, you have two options:
1) let them know that you would prefer to speak to some one else; or
2) let the administrator know (support@centreforaviationpsychology.com ) and they can reallocate a different peer to you.

Question 10

What if I am concerned about a colleague?

Accepted Answer

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 line manager or Pilot Association.

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.
​
Having read this and find you still have concerns, contact us anyway:
that is what we are here for!

Question 11

Can I use this service in an emergency?

Accepted Answer

No, as we are not set up to deal with emergencies we suggest you contact Aer Lingus Flight Ops or IALPA.

Question 12

How do I complain about this service?

Accepted Answer

If something isnt 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 discrete and appropriate manner. Equally, if you would rather direct it elsewhere, please send your complaint to the Head of Flight Operations or your Pilot Association.

Question 13

I have requested a peer to contact me and have not heard anything in the last 48hrs, what do I do now?"

Accepted Answer

In this unlikely event, please sent us an email message and we resolve this asap.

FAQs