ADP CSR Report 2020

GROUPE ADP

OUR ACTIONS

Improving the travel experience between fluidity and hospitality

WORLD Better welcome for people with a disability — The journey must be

accessible to everyone. To better understand the needs and aspirations of people with disabilities, we have set up a working party with airlines. Purpose: to simplify access to travel, from entry to the airport to the seat of the aircraft. Paris-Charles de Gaulle and Paris-Orly offer personalised assistance as well as specific services: ergonomic check-in desks, self-service wheelchairs, appropriate signage, welcome staff conversant with sign language etc. The airport in Amman is currently working on improving its access. Santiago de Chile has expanded its customer service to provide appropriate assistance to people with invisible disabilities, such as cognitive disorders, visual or hearing disabilities, chronic illnesses, etc.

We pay considerable attention to the satisfaction and expectations of all our passengers, particularly the most vulnerable. In the face of the crisis, we have strengthened our relationship with our customer community and our partners in a “symmetry of attention” approach. We are mobilising with our partners to meet the two main expectations of travellers: firstly, the management of time in their journey in the public

area, ensuring fluidity and simplicity at the mandatory controls and stages; but also the discovery and experience during the journey in the reserved area. We want to create memorable positive emotions, with warm and human-scale areas, a range of shops and services of excellence and the unique signature of the “Terminal Shop”.

+0.23 pts progress in customer satisfaction in the ACI reference document (total rating out of 5) of Paris Aéroport since 2014

Maintenance of ASQ-ACI surveys (customer satisfaction) in 2020 7 out of 11 airports with “Voice recognition” certification by ACI World

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