Universal Registration Document 2024

4 SUSTAINABILITY REPORT

SOCIAL AND SOCIETAL MATTERS

[S4-2-20-(b)] → [S4] Disclosure of the stage(s) at which engagement occurs, the type of engagement, and the frequency of the engagement This comprehensive system for engaging with customers is backed up by a system of governance dedicated to service quality, both internally and in relation to stakeholders: u internally, a quarterly Service Quality Committee, chaired by the Customer Department and bringing together management from both hubs, is organised to share the results of the metrics and draw up action plans for improvement; u in 2024, an international Service Quality Committee was set up involving Aéroports de Paris, TAV Airports and AIG to share priorities and best practices; u the service quality results and associated action plans are presented to the airlines each year at the Economic Consultative Committee meeting dedicated to service quality; u Stakeholder Committees are organised and run by Groupe ADP, with a presentation of the actions implemented; u public consultations have been launched at the Paris - Orly and Paris-Charles de Gaulle hubs to poll individuals and public bodies on development issues; u measuring satisfaction and the actions taken are also part of the non-financial questionnaire (the DGSI questionnaire) in which ADP participates every year. [S4-2-20-(c)] → [S4] Disclosure of the function and the most senior role within the company that has operational responsibility for ensuring that this engagement happens and that the results inform the company’s approach While Groupe ADP's Customer Department is responsible for steering the hospitality strategy, the entire governance of Groupe ADP is committed to hospitality for all: Executive Committee, Strategic Investment Committee, Hub Departments, Operations Department, Communications Department, Real Estate Department. The results and action plans are also shared with the Board of Directors. More broadly, all our employees are committed to Hospitality for all. In addition to the teams dedicated to the customer experience present in the support functions and Paris hubs, new functions – hospitality managers – have been created within the Paris terminals. Finally, in the context of setting individual objectives for a large proportion of employees, there is the “overall satisfaction” of the ASQ-ACI study, which has a financial impact on team remuneration. [S4-2-20-(d)] → Disclosure how the company assesses the effectiveness of its engagement with consumers and/or end-users The annual Skytrax rankings and the ASQ-ACI barometers are all measures of the effectiveness of Groupe ADP's ongoing commitment to its consumers/end-users. They are monitored throughout the year and are the subject of improvement action plans with the aim of achieving the best international standards. [see ESRS4-1-17] In addition, social networks also enable us to measure passenger satisfaction in real time and to exchange ideas directly, sharing all the initiatives we have taken to improve service quality. The customer community, which is consulted throughout the year, is a mechanism that enables us to co construct the desired experience with our customers.

Finally, the Extime Rewards loyalty programme launched in 2023 now has almost 3 million members, illustrating passengers' interest in the Extime digital ecosystem and the full range of services on offer. [S4-2-21] → Communication of steps taken to gain insight into the perspectives of consumers and/or end - users that may be particularly vulnerable to impacts and/or marginalised The Group monitors its passenger customers directly using satisfaction surveys. This barometer is representative of all passengers, covering all infrastructures with an excellent level of granularity (up to and including terminal and the boarding lounge). It also offers the opportunity for sector comparisons that are a source of continuous improvement. In addition, as part of its ongoing efforts to incorporate the needs of its end-consumers, Paris Airport is enriching this questionnaire by adding open and specific questions. The qualitative analysis carried out by the teams in charge of customer experience provides an in-depth and valuable understanding of the expectations and needs expressed by customers. Similarly, the Stakeholder Committee, whose aim is to open a free dialogue on all the Group's strategic challenges, including hospitality for all, includes a representative of the passenger customer community. Finally, Paris Airport opens up its working groups aimed at improving the experience of its passenger customers to representatives of the passenger customer community. With regard to members of the public with disabilities, the Consultative Committee for People with Disabilities (CCPSH) this year brought together Groupe ADP's governance and external experts from the National Consultative Council for People with Disabilities (CNCPH), the Ministry of Transport's Interministerial Delegation for Accessibility, and the world of disabled sports, given the current status of the Olympic and Paralympic Games. With this in mind, the CNCPH will be replaced in 2025 by a Strategic Committee on Accessibility and Reception of People with Disabilities, which will include governance and representatives of all types of disability. This will make it possible to validate the Group's strategic guidelines for improving the reception of people with disabilities. Lastly, as proof of the importance attached to the universality of hospitality, a network of experts made up of people with disabilities is being set up to test and validate the proposed on-site technical solutions. A dedicated team is also working on analysing information from social networks such as Google Reviews of Paris Airport and its businesses. The aim is to engage with passengers and accompanying persons and incorporate their expectations in real time. [S4-2-22] → Disclosure by the company that it has not adopted a general process to engage with consumers and/or end-users Not relevant. [S4-2-22] → Disclosure of a timeframe for the adoption of a general process to engage with consumers and/or end-users if the company has not adopted a general engagement process Not relevant.

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AÉROPORTS DE PARIS w UNIVERSAL REGISTRATION DOCUMENT 2024