Universal Registration Document 2024

SUSTAINABILITY REPORT 4

SOCIAL AND SOCIETAL MATTERS

[S4-2-AR 15] → [S4] The function or role in respect of the engagement See [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. S4-3 – Grievance and remediation mechanisms available to consumers and end-users concerning hospitality at airport hubs [S4-3-25-(a)] → Disclosure of the general approach to and processes for providing or contributing to remediate where it has identified that it has caused or contributed to a material negative impact on consumers and/or end-users As well as constantly analysing the service quality offered to consumers/end-users to ensure that their concerns are taken into account, Paris Aéroport is committed to maintaining an ongoing dialogue with its consumers/end-users. All the information and concerns gathered are incorporated into the action plans designed to improve the experience of passenger customers and the quality of the offers and services provided. See S4-2 – Engagement with and incorporating the perspectives of consumers and end-users in assessing the impacts of passenger handling on Groupe ADP hubs. TAV Airport uses its new central CRM system to collect all customer information via dedicated email addresses covering Ankara Enseboga Airport, Alanya Gazipasa Airport, Izmir Andan Menderes Airport and Macedonia Airport. 19,000 comments were taken into account in 2024, with the aim of improving the passenger experience. Lastly, the Real Estate Department is in daily contact with its various tenants, ensuring that it responds as effectively as possible to their issues (services, energy, etc.) and needs, and even anticipates them. The Group's Whistleblowing system also enables any person with an interest in acting to report any breach of the provisions of its Code of Conduct, in particular acts of corruption, fraud, conflict of interest, etc. (within the scope of the Sapin II law), or a serious infringement of Human Rights, fundamental freedoms or the health and safety of individuals (within the scope of the Potier law on the Duty of Vigilance). See Whistleblowing system – section 4.4.2.4 of this report. [S4-3-25-(b)] → Communication of specific channels in place for consumers and/or end-users to raise their concerns or needs directly with the company and have them addressed In the specific case of passenger complaints, feedback from consumers and end-users takes place through several communication channels opened for this purpose: u a dedicated telephone service: the 3950 number is accessible to all 24/7 for the BOT contract and 7 days a week from 8 a.m. to 8 p.m. for advisers; u for users of the car parks and parking services, there is a special freephone number via which they can contact an advisor to answer any questions they may have about booking parking. This service is available 7 days a week from 8 a.m. to 8 p.m.;

u in addition, passenger customers can use the online contact form directly accessible on the official Paris Aéroport and extime.com websites, contact customer service via the Paris-Aéroport mobile application, social networks or send a letter to our postal address. The communication channels below are open to all, and support is available for both English-speaking and French speaking callers. In addition to contact via the website, TAV Airport has integrated the Genesys call centre solution: a dedicated telephone line enables requests to be analysed and categorised in real time, ensuring personalised treatment. AIG offers numerous opportunities for direct exchanges with passengers, enabling us to identify their concerns and provide appropriate responses: QR codes in the terminal, the AIG (www.aig.aero) or QAIA (www.qaiairport.com) websites, social networks, dedicated email and telephone lines. In addition, there is the feedback that comes directly from employees, which is recorded and processed by the Customer Knowledge and Satisfaction team. For customers of the Real Estate Department, needs are reported through the various channels available to them: u firstly, a dedicated team of managers ensures close liaison with customers at each of the airport hubs. This team can be contacted via a specific digital channel; u real estate customers can log on to a dedicated tool to request services: ARCHIBUS; u in the event of a technical emergency, maintenance can be contacted on working days between 7 a.m. and 7 p.m. on a dedicated telephone line; u in the event of a fire/malicious act emergency, customers have access 24/7 to a control post (PCS) that can be contacted via a dedicated telephone line, as well as the emergency numbers: 17 and 18. Lastly, outside working hours and days, a decision-making on-call service operates at weekends and bank holidays, from 7 p.m. to 7 a.m., to deal with emergencies. [S4-3-25-(c)] → [S4] Disclosure of the processes by which the company supports or requires the availability of such channels Dedicated teams within the Customer Department, the Airport Operational Centre (APOC) and the Groupe ADP Communications Department are responsible for ensuring high-quality customer relations through the smooth operation of communication channels. In this respect, a weekly and monthly summary of all the key data used to validate the effectiveness of the tools made available to end consumer customers (call response rate, % of calls completing the process) is communicated to all the players concerned. In addition, the quality of the interactions observed through systematic on-the-spot measurements at the end of the communication is also monitored at quarterly steering committees. [S4-3-25-(d)] → [S4] Disclosure of how issues raised and addressed are tracked and monitored and how it ensures the effectiveness of the channels Paris-Aéroport handles 100% of complaints from end-users (passengers, accompanying persons, etc.) using Paris - Charles de Gaulle and Paris-Orly airports, with a rapid processing time.

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UNIVERSAL REGISTRATION DOCUMENT 2024 w AÉROPORTS DE PARIS