Frequently asked questions

Contact with a Peer Supporter

Is it allowed to ask to speak with another Peer Supporter if I do not feel comfortable with the one who is initially covering my case?

If you for any reasons feel that you would want another Peer Supporter to assisst you, you can reqest to be allocated with different Peer Supporter. There are two options how to do it:
  1.  let your Peer Supporter know that you would prefert to speak with another Peer Supporter, and he / she will arrange the transfer;
  2.  contact a PSP Co-ordinator via email btpsp@airbaltic.com, and reqest to be transfered with another Peer Supperter.

What to do if no one contacts me within the timeframe I have indicated in my contact request?

It is highly unlikely for this situation to happen, but if unfortunately you experience it, please let us know via email btpsp@airbaltic.com, and we will look into your case and arrange support for you as soon as possible.

What is a difference of 12/24/48 hours contact request time, how should I choose one for my case?

Identifying the timeframe within which you would like us to contact you, you indicate the level of urgency that your issue has. We assume:

  • If you request to be contacted within 12 hours, your issue is rather urgent, and our Peer Supporters sholud do their best to assisst you as soon as possible;
  • If you request to be contacted within 24 hours, your issue is important, but not yet urgent; one of our Peers will be in contact with you sooner than later to assisst you;
  • If you request to be contacted within 48 hours, your issue is important, but you are able to wait for our Peers to allocate time and contact you rather within daytime hours, Monday – Friday.

Monday – Friday. In any case, our Peer Supporters will do their best to contact you as soon as reasonably possible!

Can I talk with a Peer Supporter immediately?

Peer Support is not an emergency service, therefore, if you need an immediate assisstance, plase follow the procedures that are in place at airBaltic or contact external emergency services. We have provided crisis helpline contacts in the section “Resources”.

Can I request a particular Peer Supporter to talk with?

If you would like to talk with a particular Peer Supporter, you can request it, indicating it in the comments field when creating a request. If the case initially will be taken by another Peer Supporter, he / she will transfer the case to the Peer Supporter of your choice. In this case, though, your chosen Peer Supporter might not be able to contact you within you time frame specified, therefore please do evaluate the urgency of your case before requesting a particular Peer Supporter.

Who can see my personal details?

Your personal details (name, phone number, email) are not visible until the particular Peer Supporter allocates the case to him / herself. Only this one Peer Supporter then will see your details.

What information I have to provide when requesting a contact?

Only information that you have to provide is you name (does not have to be full name, or real one; just something that helps us identify you when we are contacting you), your phone number and email address, so that we are able to contact you further.

Who receives my contact request?

After sending your request, all Peer Supporters who serve particular employee category (pilots, cabin crew, technicians) receive an email that there is a new contact request. The Peer Supporter who feels he / she is able to take the case, logs into the system and takes your contact request.