Universal Registration Document 2024

4 SUSTAINABILITY REPORT

SOCIAL AND SOCIETAL MATTERS

The implementation of this initiative has been widely communicated to the relevant stakeholders, associations and institutions.

evaluated: access, controls, borders, shops and services, orientation in the airport, boarding lounges, connections, etc.) and to compare these data (profile + satisfaction) with those of the other airports taking part in the study, including many airports in Groupe ADP (including the main airports of the TAV Airport groups). For Aéroports de Paris (Paris-Charles de Gaulle and Paris-Orly), more than 20,000 surveys are carried out each year among departing passengers interviewed in the boarding lounge (in 2024: an estimated 26,000 surveys, up 30% on 2023). The sample is representative of incoming traffic in terms of flights, destinations and airlines (distribution of surveys throughout the year across all time slots, and in terms of weekdays vs . weekend days). Also for Aéroports de Paris, the joint questionnaire is supplemented by a specific questionnaire designed to gather more detailed information on passengers and satisfaction with the services available in our terminals. At the beginning of 2024, Groupe ADP estimated that more than 47,000 ASQ-ACI surveys were carried out in 2023: 20,000 from Aéroports de Paris and 27,000 from passengers using the Group's other airports, operated by TAV Airport or AIG in particular. 2. Carrying out a barometric survey at Arrivals also enables us to discover the profiles of arriving customers, and to measure their satisfaction at every stage of their journey (from disembarking from the plane to using a mode of transport to leave the airport). The survey, which covers the whole of Paris, also involves conducting around 20,000 interviews a year. Groupe ADP also has a partnership with Skytrax (a benchmark organisation in the aviation sector with recognised worldwide expertise in the service quality provided by airports and airlines). Under this partnership, Skytrax auditors carry out annual audits of the Paris hubs. These audits focus on the passenger's vision in terms of service quality and results in a list of improvements to be implemented in order to aim for the best international benchmarks. This approach, initiated in Paris in 2019, has been extended to many of the Group's other airports since 2020. It gives rise to joint action plans or plans specific to each airport hub. These action plans are monitored and arbitrated at each In 2024, six Groupe ADP airports were ranked among the top 100 airports in the world in terms of service quality according to the Skytrax World Airport Awards. Paris airports: European leaders Paris-Charles de Gaulle retains its position as the best airport in Europe for the third consecutive year and is now the 6 th best airport in the world (5 th in 2023 and 6 th in 2022). Paris-Orly continues to rise up the world rankings in 30 th position (39 th in 2023 and 46 th in 2022) and was awarded best regional airport in Europe It should also be noted that Paris-Charles de Gaulle is ranked 1 st in the world for airports of 60-70 mpax and 4 th in the world for shopping (best ranking since 2014). The Paris airports are becoming international benchmarks and are ranked amongst the world’s best. Paris-Charles de Gaulle was 6 th in the latest Skytrax ranking, the best European result for 3 years, and Paris-Orly made it into the Top 30. quarterly Quality of Service Committee meeting. Recognition of the quality of service provided by Groupe ADP in the Skytrax 2024 ranking

S4-2 – Engagement with and incorporating the perspectives of consumers and end-users in assessing the impacts of passenger handling on Groupe ADP hubs [S4-2-20] → Information on how the perspectives of consumers and/or end-users inform decisions or activities aimed at managing actual and potential impacts As Hospitality for All is an integral part of its business model, Groupe ADP maintains close relationships with all its stakeholders, and particularly with its customers and end users, the passengers. To ensure the best possible dialogue, Paris Airport is first and foremost committed to sharing useful information with passenger customers, particularly online and via the digital ecosystem. This is to help them prepare for their trip in advance and make it easier for them to use all the services available to them. Passenger customers can also interact directly with Paris Aéroport via the 3950 number and social networks. In addition, reception and hospitality teams are on hand 24/7 to help all passenger customers find their way around the airport and make sure they have the best possible access to services. These all represent direct opportunities for interaction and hospitality. For a number of years now, Groupe ADP has been using a range of tools to find out about, engage with and measure the satisfaction of all its passenger customers with regard to its hospitality approach Groupe ADP has two major tools for understanding its customers and measuring their satisfaction: 1. Participation in the ACI (Airports Council International) ASQ (Airport Service Quality) survey, which has been carried out since 2007 in our terminals as well as in nearly 400 airports around the world, enables us, thanks to a questionnaire common to all airports, to discover the profiles of our departing customers, to measure their satisfaction at all stages of their journey (33 criteria

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AÉROPORTS DE PARIS w UNIVERSAL REGISTRATION DOCUMENT 2024