Universal Registration Document 2024

1 PRESENTATION OF THE GROUP GROUPE ADP’S ACTIVITIES

The Paris Vous Aime magazine The Paris Vous Aime magazine’s core purpose is to offer to help passengers explore the capital, whether they are tourists arriving in Paris or Parisians, by highlighting the best cultural events, exhibitions, places and districts to visit or a guidebook of up-to-date ideas, celebrating Parisian crafts and art of living (restaurants, bars, shops, etc.). Fully bilingual and offered free of charge to passengers, this City Guidebook is a hospitality gift offered to all passengers. More than 350,000 copies were distributed in 2024, reflecting our efforts to improve the welcome to Paris experience on arrival at our airports. In 2024, an exceptional issue focusing on sport in the City of Light, produced in partnership with Légende magazine, was a hit with all the athletes, delegations and visitors who travelled in for this international event. Reputation The reputation of our airports is an important lever for improving customer experience, in particular thanks to the presence of both hubs in international rankings. Our partnership with Skytrax (which publishes the annual ranking of the world's 100 best airports) enables us to raise the profile of our initiatives. This desire to be among the best airports in the world raises our standards for quality of service. Reputation is also built through online customer feedback. In this respect, the monitoring and development of Google Reviews ratings and opinions is a new area that is being followed with increasing attention, giving us real-time feedback on customer satisfaction. In the last quarter of 2024, a system for responding to Google reviews was tested. Other means of communication are available to our users, such as the online form and the 3950 telephone number, providing a detailed response for each request. In addition, a customer community (made up of 800 French passengers and 300 international passengers) is regularly surveyed with the aim of helping Paris Aéroport to improve. Reputation is also built through ongoing work on the portrayal of Paris Aéroport in the media and on social networks, together with the communication campaigns on the two Paris hubs. The cultural approach deployed in the terminals also promotes Paris Aéroport's brand image, with a cultural programme based on the influence of French heritage and creativity and incorporating a variety of formats for cultural works and expressions (museums, exhibitions, events). Social networks play a central role in our day-to-day communication with customers, providing an instant, interactive and accessible platform for keeping them informed in both French and English. At the same time, these platforms are crucial for managing customer relations, answering questions, handling complaints and engaging in dialogue with passengers. By responding to customer expectations in real time, they are an essential lever for maintaining passenger confidence and satisfaction. The human dimension and symmetry of attention As well as our passenger customers, we are committed to providing a good experience for our employees. A working group focusing on employability and the employee experience has been set up with the HR managers of our main partner companies (retail, catering, hospitality and security), with the aim of uniting the airport community. In

order to enhance our employees’ skills and to confirm the transformation of airport hospitality professions, the "Skills reference framework for customer relation professions in the airport environment" has been formalised. It is a "shared" medium for both HR recruitment and operational management tools of Paris Aéroport's partners (hospitality, security, retail companies, etc.), making the human dimension a pillar of hospitality. In 2024, as part of the preparations for the Olympic and Paralympic Games, training and awareness-raising plans were deployed among Groupe ADP employees to provide a better welcome for people with disabilities. In line with this dynamic, work is continuing with the introduction of an educational programme aimed at all employees. This programme offers a range of training courses tailored to managers and their teams, designed to enhance their customer relation skills in a demanding and inclusive airport environment. THE EXTIME BRAND The Extime brand is the epitome of Groupe ADP’s know-how in terms of hospitality and retail. Hospitality is an essential pillar of Groupe ADP, enshrined in its corporate purpose: “To welcome passengers, operate and design airports, in a responsible manner and throughout the world.” The Extime brand has been developed in all Paris terminals at Roissy and Orly, and international development is underway for some of the related operator brands (Extime Lounge, Extime Média). Due to the nature of its activities and its presence in many airports around the world, Groupe ADP is resolutely open to the world. It is in this context and with the aim of transmitting this know-how in terms of hospitality and retail activities that the Group intends to adapt Extime into an international franchise established locally. The franchise value proposition is based on three pillars of excellence, which will be implemented locally: u the excellence of the site’s design: through intimate spaces, with reserved areas on a human scale, which guarantee a six-minute journey, unique, by their architecture, interior design and styling, and strongly integrated between the retail area and boarding lounge. The design is not standardised, and must be interpreted by a local designer to express the culture of a specific region; u the excellence of service: through the Master of the House, bringing together the entire airport community, Extime proposes a wide range of personalised services and events and a unique welcome reception facilitating the passenger journey. This relational dimension is also embodied via the digital ecosystem, in particular with the Extime Rewards loyalty programme; u the excellence of the offering: the wide ranged brand portfolio, including, in particular, a portfolio of consistent own-brands working in synergy. The offering’s excellence is also expressed by a whole range of services and entertainment for all ages and all travellers. The Extime brand works in synergy with numerous certified operators united by the same codes, the same service attitudes and the same state of mind in a unique territory. The Extime Lounge and Extime Duty Free brands thus work in synergy to offer shopping experiences in Extime Lounge areas. At local level, all these operators and partners are managed by the Extime Paris franchisee.

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AÉROPORTS DE PARIS w UNIVERSAL REGISTRATION DOCUMENT 2024