ADP CSR Report 2019

Exemplary operations

Providing a high-quality service

PROVIDING A HIGH-QUALITY SERVICE 4.1

INDICATORS & RESULTS 2019

Skytrax 2020 rankings

SIGNIFICANT IMPROVEMENT AT PARIS AÉROPORT: • Paris-CDG: 20th largest airport in the world (up 10 places versus 2019; 75 places versus 2014); in the global top 10 for shopping, leisure amenities and the best terminals (2E Hall M, fourth best terminal and Terminal 3 "best low- cost airlines terminal") • Paris-Orly: 76th (up 63 places versus 2019, the highest increase in the world), "Most Improved Airport" award GROUPE ADP IS AMONG THE BEST AIRPORTS IN THE EASTERN EUROPE, MIDDLE EAST, AFRICA AND INDIA REGIONS: Delhi: - World category: 50th (59th in 2019) - India & Central Asia category: Best Airport (1st), Best Staff (3rd) Hyderabad: - World: 71st (66th in 2019) - India & Central Asia: Best Airport (4th), Best Staff (2nd) Medina : - World: 84th (107th in 2019) - Middle East: Best Airport (5th), Best Staff (10th) Mauritius: - World: 92nd (94th in 2019) - Africa: Best Airport (4th), Best Staff (3rd) Santiago: South America, Best Airport (7th), Best Staff (9th)

CONTEXT AND BACKGROUND

Our airports welcomed 218 million passengers worldwide in 2019.

6 GROUPE ADP AIRPORTS in the global top 100

Our mission is to guarantee a high-quality service to all our customers: passengers, airlines and cargo companies, the shops and restaurants located in our terminals and all of the tenants in our real estate portfolio. This report focuses on 2019 and was mostly written before the Covid-19 crisis.

OUR COMMITMENTS

Passenger satisfaction is a strategic priority . We are committed to meeting their expectations in two main ways:

proficiency in journey times, with seven promises: easy access to airports, punctuality, information, simplicity in transfers, reduced waiting times at security control and baggage; experience and discovery: "Boutique Terminal" concept, personalisation, attention to the most vulnerable individuals, hospitality. We are also working to improve our reputation by communicating our actions on social networks and in leading international rankings. We intend to meet the highest global standards as defined by Airport Service Quality: we are aiming for an ACI/ASQ rating of 4 out of 5 (versus 3.64 in 2014). This quality requirement also applies to our other customers, airlines and real estate tenants. We are just as committed to our staff members' satisfaction as we are to our customers' satisfaction: together with the Human Resources Divisions, we have launched a community initiative with the 20 largest customer care companies operating at Paris-Orly and Paris- Charles de Gaulle based on the "employee experience".

EUROPEAN SAFETY CERTIFICATE for the 3 Paris airports

Riga : Eastern Europe, Best Airport (5th) Tbilisi: Eastern Europe, Best Airport (8th) Skopje: Eastern Europe, Best Airport (9th)

OUR ACTIONS

Jointly build quality with our

Ensure the safety and security of our airports

ENGAGING OUR PASSENGERS

passenger community To meet our passengers' expectations as effectively as possible, in 2018 we created Paris Airport & You, a community of nearly 1,000 travellers who want to share their experiences and expectations in terms of customer care and comfort at our airports. We regularly contact them to test new services to improve the passenger experience.

The Paris-Charles de Gaulle, Paris- Orly and Paris-Le Bourget Airports have converted their French airport safety certificate: they now hold the European certificate, which indicates full compliance with the new safety requirements defined by the EU and the European Aviation Safety Association (EASA).

Passengers more able to contribute to financing environmental and solidarity projects with donations of 5 to 30: on our website, in our app or via one of the terminals installed at Paris-Orly and Paris-Charles de Gaulle.

INDICATORS & RESULTS 2019

3.85 LEVEL OF PASSENGER

87% COMPANY

SATISFACTION for Paris-CDG and Paris-Orly (ASQ/ACI survey): up 0.08 points compared with 2018 (highest increase since 2015)

SATISFACTION RATE for Groupe ADP in 2018 (survey conducted every 2 years)

80

81