2022 Universal Registration Document

Presentat i on of the Group 1 Group activities

The strict implementation of our health measures in all our terminals is a commitment made not only to the countries served, but also to our passengers and our employees. Prior to travel, the Group has endeavoured to listen to passengers, by collecting customer perceptions of the health measures taken in the terminals, by communicating new health regulations on our websites and social networks, and by constantly answering questions from our customers about the possibility of travel (by telephone, social networks, and mail). Paris Aéroport, in partnership with the laboratory Cerballiance, set up Covid-19 testing centres (virological and antigenic) for departures from Paris-Charles de Gaulle and Paris-Orly before the controls, as well as a special testing centre in the airside area of terminal 2E since 2020 (virological and serological tests) for connecting passengers at Paris-Charles de Gaulle and, in particular, those travelling to China. SOLUTIONS FOR THE JOURNEY AND TIME MANAGEMENT The seven points of a successful journey A base of seven promises or objectives has been defined on the seven main passenger expectations: ◆ the objective of aircraft departing on time; ◆ the promise of a journey by car of less than 7 minutes to Orly and less than 18 minutes to Charles de Gaulle, between the airport entrance and the terminal; ◆ the promise of an airport where passengers do not get lost; ◆ the promise of a flight in complete safety, against a maximum of 10minutes of passenger time, with the best possible comfort; ◆ the goal of crossing the border in less than 20 minutes; ◆ the promise of a simple and successful transfer; ◆ the objective of baggage delivery in less than 30 minutes for a flight from Europe and 45 minutes for an international flight. Support services throughout the journey Initiatives to reduce waiting times Reducing waiting times remains at the heart of the major commitments pursued by Paris Aéroport on a daily basis. An APOC (Airport Operations Center) is in place at each of the Paris airports, since 2018 at Paris-Orly and since 2021/2022 at Paris-CDG, for better real-time management of the various processes. As regards access, drop-off points have been redeveloped at Orly and CDG (as a reference, the retail space exceeded 65,000 m² in 2019). In order to improve the fluidity of our drop-offs, they supplement the actions started at the end of 2021, the change in pricing, and the deployment of fluidity agents to support the customers at drop-off points. In addition, a medium-term action plan is being developed on the evolution of accesses, integrating the new public transport connections to the platforms (lines 14, 17 and 18 of the Grand Paris and CDG Express), as well as new

uses ( e.g. electric cars with the deployment of charging stations, car-sharing and carpooling offers). At controls, more information and assistance staff are deployed in the queues to facilitate passage at the security checkpoints and police checkpoints. Prioritisation of the most vulnerable passengers and people with reduced mobility has also been put in place, with the orientation of these passengers in priority lanes and on certain lines, in dedicated lanes. As for families travelling with young children, they can continue to benefit from identifiable preferential queues thanks to small amusing characters that bring smiles to young and old, in the colours of the Paris Aéroport brand. This system is currently in place at most security checkpoints at Paris-Charles de Gaulle and Paris-Orly, particularly during school holidays. Real-time information for passengers of their estimated waiting time has also been enhanced with a revised display system, which is in place in the majority of security checkpoints and police checkpoints on both platforms, so that each passenger can view their passage time at any time on screens upstream of these areas. We strengthen our cooperation with the DPAF 1 on a daily basis to better anticipate flows, and we are reducing waiting times thanks to the PARAFE (Automated Rapid Passage of External Borders) airlocks with facial recognition. The PARAFE system, set up in collaboration with the Ministry of the Interior, makes it possible to cross the border more quickly, independently, completely free of charge and without prior enrolment, using automatic airlocks, thanks to the electronic passport and the facial recognition between the passenger and their passport. They are supervised by the border police and opened in consultation with the latter. The use of this technology aims to ensure a better fluidity of border controls while guaranteeing a high level of reliability. The objective of Paris Aéroport is to increase the rate of use of PARAFE: this is possible thanks to the extension of eligibility to eight additional nationalities (United States, Canada, Australia, Japan, New Zealand, Great Britain, South Korea, and Singapore) and the incentivising of information teams prior to PAF controls. The right information for passengers throughout their journey A telephone number (3950) is available in French and English, 24/7, for all departing and/or arriving customers at the Paris-Orly and Paris-Charles de Gaulle airports. Passengers have the choice of being guided by the interactive voice server in order to quickly obtain answers to their questions, or to interact directly with an advisor between 8 a.m. and 8 p.m. In order to ensure an Internet connection for all passengers or accompanying persons 24 hours a day, Groupe ADP, with the support of its subsidiary Hub One, has set up a large free Wi-Fi network. In addition, around a hundred tactile information kiosks are also available at our two Paris airports, both at departure and arrival, to provide access to a wide range of practical information (location of shops, services, hotels, transport, etc.) interactively and in 11 languages. Passengers will also be able to scan their boarding cards on these same interactive terminals to find out the status of their flight in real time or the route to the boarding gate.

1 Border Police Directorate.

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AÉROPORTS DE PAR I S / UN I VERSAL REG I STRAT I ON DOCUMENT 2022