Universal Registration Document 2024

4 SUSTAINABILITY REPORT

SOCIAL AND SOCIETAL MATTERS

4.3.4.3. Hospitality for all S4-1 – Groupe ADP policy on hospitality for all and a universal welcome for customers Groupe ADP aims to become the airport of reference in the future and is fully committed to building a new airport model based on hospitality, accessibility and performance. With this in mind, the corporate purpose of the group announced in 2020: "Welcoming passengers, operating and designing airports, in a responsible manner and throughout the world" is reflected in the 2025 Pioneers strategic roadmap. Hospitality involves the entire Executive Committee and is broken down into the three areas described below. In this section, by consumers and end-users we mean mainly passengers and, in the case of real estate, tenants. [S4-1-15] → Policies to manage material impacts, risks and opportunities related to consumers and/or end - users [see ESRS 2 MDR-P] Hospitality for all means giving every passenger the utmost attention, from the preparation of their time in the airport prior to boarding and until they arrive at their destination. It aims to deliver a memorable hospitality experience wherever the Group operates. This service quality policy applies to all passengers and accompanying persons who use the infrastructure for departures, arrivals or connections. Airports cater for a wide variety of profiles and nationalities. Groupe ADP is also committed to ensuring that everyone is treated with respect, depending on their culture, religion (presence of places of worship), diet or language (signs and digital information in several languages). This policy is overseen by the Groupe ADP Executive Committee. 1. The ambition of the Extime brand is to offer excellence in respect of hospitality to all passengers. Hospitality has always been part of Groupe ADP's DNA. In 2022, Groupe ADP stepped up its approach to hospitality by creating an innovative airport hospitality project: the Extime project. Extime is a new Paris Airport brand that is expressed before arrival at the airport via digital tools, and then on-site, once the passenger has passed through the controls in the reserved area. Inspired by boutique hotels, the Extime brand aims to transform reserved areas of airports to offer passengers excellence in hospitality and service quality. Once through security checks, travellers can relax and enjoy the new standards on offer, the excellence of which is based on three pillars: u excellence in the design of the premises: intimate spaces on a human scale, unique in their architecture and interior design, and tightly integrated between the shopping area and the boarding lounge. Each terminal is unique; u excellence in the commercial and service offering: the presence of a Master of the House, a strong indicator of Extime hospitality. Their role is to lead and unite the community of people involved in hospitality in reserved areas in order to offer passengers the best possible experience; u excellence in the service and welcome in the Boutique Terminal: a wide range of shops and restaurants adapted to the type of traffic in each terminal.

2. Hospitality for all also means working towards universal accessibility within airports. Since 2008, Aéroports de Paris has been providing assistance to people with disabilities or reduced mobility at Paris airports. The accessibility of our facilities responds to a major societal issue: the need for people with disabilities to be able to live independently. Over and above regulatory accessibility, Aéroports de Paris' guiding principle is to be a genuine player in inclusion and to meet the best global standards. Assistance must also be positioned as an available option when visiting our facilities. The work on universal accessibility is based on five themes: u inform and help prepare for the trip in advance; u improving the reception of our passengers with disabilities; u making it easier for people with disabilities to travel independently; u deploy services to make our airports accessible; u improve the assistance service provided by Groupe ADP. TAV Airports Holding has also implemented a Barrier-Free Airport policy, starting with Istanbul's Atatürk airport, which was presented as an example at a United Nations forum in New York, in order to meet the needs and expectations of disadvantaged groups and create a travel experience that is accessible to all. This model was successively applied in Ankara Esenboğa and İzmir Adnan Menderes airports. Over time, it has been extended to all the airports served by TAV, becoming an integral part of the design of our new airports. Accessibility has been improved by making special equipment available to people with reduced mobility, using audio systems and training staff in the basics of sign language. 3. A digital ecosystem at the service of all consumers and end-users prior to arrival at the airport and throughout their stay/journey. Extime's digital ecosystem also provides access to all the information on the retail and catering offer (shops, restaurants, etc.) and to discounts and advantages exclusive to the airport via its free loyalty programme. It also offers a wide range of services that can be booked via its online shop, such as car hire, parking spaces, duty-free products, flights and hotels. Like Paris Airport, each of the Group's airports has a digital system (website, application) enabling passengers to prepare their journeys, visits and itineraries within the facilities available to them. Beyond passengers, Hospitality for all also pays the utmost attention to all airport stakeholders. The Real Estate Department is committed to this approach for its real estate customers and all hub users. Turning a workplace into a living space This is reflected in the introduction of innovative solutions that promote conviviality and well-being, such "concierge" services for tenants and a varied range of restaurants.

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