Universal Registration Document 2024

2 RISK FACTORS AND INTERNAL CONTROL RISK FACTORS

1 – C: RISKS RELATED TO QUALITY OF SERVICE In a context of traffic recovery, Groupe ADP must continue to adapt and improve its quality of service Criticality +++ Change in 2024 è Detailed description of the risk factor

Potential effects for the Group u Damage to image/reputation (media, social networks) u Increased dissatisfaction u Loss of revenue in shops Interconnected risks

After years marked by the direct consequences of the Covid-19 crisis, Groupe ADP is facing several organisational challenges that could affect its attractiveness and its ability to provide exemplary service quality and hospitality: u the intensity and dynamic nature of the traffic recovery observed since 2022 could lead to a saturation of certain areas and longer waiting times at checkpoints; u recruitment difficulties affecting all business lines in the airport sector; u difficulties at certain critical points of the journey, in particular the border affected by the evolution of the constraints on these issues (European EES Entry-Exit-System regulation in 2025).

u Risks related to network management u Risks related to portfolio management u Risks related to the management of major projects u Risks related to the social model

MAIN RISK MANAGEMENT SYSTEMS Groupe ADP is continuing its efforts to improve service quality, in particular through the search for innovative solutions in the passenger journey and the standardisation of the customer experience in the reserved area (Extime brand). These efforts are being made with the fundamental aim of improved time management at every stage of the passenger journey, thanks to compliance commitments. Groupe ADP is also stepping up its hospitality policy, in particular through: u continued implementation of the Extime project and its variations, with the aim of offering passengers a wide range of services throughout their journey and transforming the terminals into unique places (deployment of Extime in all Paris-Charles de Gaulle and Orly terminals completed at the end of 2024); u the process of implementing symmetrical attention with the aim of enhancing the appeal of the service and hospitality sectors (see chapter 1 – Presentation of the Group, "The hospitality approach at the heart of Groupe ADP's strategy", page 21);

u implemented since the first half of 2023 of the Extime digital platform, both via the Extime Rewards loyalty programme and the extime.com marketplace, in order to offer an omnichannel experience enabling passengers to prepare their journey in advance of their arrival to the airport, to discover and book in a few clicks all the services and products available at the airport, and to retain French and international customers; u the introduction of technological developments to find operational solutions and keep waiting times to a minimum, on a gradual basis, allowing biometric exemptions and simplified European Entry-Exit-System (EES) checks for six months at start-up, including the use of PARAFE for eligible nationalities.

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