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.

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.

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.

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).

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.

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.

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.

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.

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.

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!

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

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.

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

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.

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

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.

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.

Yes. We understand that the reason pilots have trusted the PAG over the years is that their confidentiality is respected to the highest degree. As a group, we operate independently from the company and IALPA supported by the Centre of Aviation Psychology. However, from a governance perspective we are accountable to the PAG Steering Group, jointly chaired by Aer Lingus Flight Ops and IALPA. While we are accountable to the Steering Group for the general running of the PAG (such as peer training, service standards, aggregated trend data, etc.) we will never, ever discuss individual cases beyond our bounds of confidentiality to you.

Yes. We are very aware of this and have gone to great lengths to manage this. Our peers are trained (and have signed confidentiality pledges) not to discuss your circumstances with anyone (including other peers) except for the clinical supervisor(s). Details of individual users are strictly confidential and are protected in the same way medical records are.

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.

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 PAG 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.

Unless you are 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.

Just as you can, peers are always able to speak to a duty manager or Pilot Association. However, the peer will never talk to them about a particular person or situation without the individual's consent. However, they may call them for information on a company process or available resources.