SOCIAL INDICATORS Introduction
Appendix
Materiality analysis and stakeholder engagement
Economic value and connectivity
CEO letter
Air SERBIA’s Story
Air Serbia in 2025 - year in review
Governance
Environment
Social
10.5 ESG Indicators — Customer Experience and Complaints
Unit
2024
2025
Customer satisfaction
Net Promoter Score (NPS)
score (−100 to +100)
-
40
Complaints received
Total complaints received
# complaints
38.368
34.510
10.5 ESG Indicators — Marketing
Unit
2024
2025
Digital presence
Total social media followers (all platforms)
#
510 000
531 000
10.5 ESG Indicators — Fleet Composition
Unit
2025
Average age
ATR 72-600
years
10.2
Average age
A330-200
years
13.25
Average age
Embraer E195
years
12.67
Average age
Airbus A320/A319
years
17.08
Sustainability Report 98
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