Universal Registration Document 2024

4 SUSTAINABILITY REPORT

SOCIAL AND SOCIETAL MATTERS

A quarterly review of all the quantitative and qualitative results of the process is shared with all stakeholders, including Groupe ADP's Customer Department and the management of Paris-Charles de Gaulle and Paris-Orly. This helps to ensure that the concerns of all customers are taken into account in real time and that the service quality offered is enhanced by the implementation of appropriate action plans. For example, a deterioration in service quality was observed at terminal 2F at Paris-Charles de Gaulle in April 2024. An analysis of the situation was carried out and all the teams mobilised to implement an action plan focusing on three key areas: u avoiding saturation of certain restricted spaces: in collaboration with Air France, the allocation of flights by boarding gate has been reworked to ensure the best possible space for passengers; u offering more seats in boarding lounges: given the growing volume of passengers in this terminal, a plan to increase the density of seats is being implemented to ensure passengers are as comfortable as possible; u ensuring the area is as clean as possible: given the growth in visitor numbers, particular attention is being paid to the upkeep of all the areas, with the creation of a dedicated post. [S4-3-26] → Disclosure of whether and how it assesses that consumers and/or end-users are aware of and trust these structures or processes as a way to raise their concerns or needs and have them addressed Aéroports de Paris has set up several communication channels, directly accessible and open to all. See [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. Regular monitoring of the number of requests and their processing enables us to ensure the robustness of the processes implemented. See [S4-3-25-(c)] → [S4] Communication of processes through which the company supports or requires the availability of such channels. In addition, Aéroports de Paris is a member of MTV: the Tourism and Travel Ombudsman, which means that our passenger customers can turn to a neutral, expert third party in the event of a dispute. The Real Estate Department uses metrics to monitor work carried out in buildings and neighbourhoods, including a tenant satisfaction survey. [S4-3-26] → [S4] Policies in place regarding the protection of individuals against retaliation for those who use the channels to raise concerns or needs First of all, Aéroports de Paris fully encourages interaction with its end-users by providing them with a large number of channels of exchange (see S4-3-25(b)) and, beyond that, a very extensive customer feedback system (see S4-2-20). All these interactions take place in compliance with the regulations (GDPR). Finally, anonymous feedback is also taken into account (even if, by its very nature, it does not allow us to establish a dialogue).

Finally, the whistleblowing system set up by Groupe ADP ensures the confidentiality of communications and the protection of whistleblowers – see section 4.4.2.4 of this report. [S4-3-AR 20] → [S4] Description of whether and how consumers and/or end-users that may be affected are able to access channels at the level of the company they are affected by Clearly established procedures enable complaints to be resolved as effectively as possible, taking into account the nature of the request, its complexity, the damage or impact suffered by the end-user or consumer and the companies involved. Depending on the nature of their request for information or complaint, end-users are immediately redirected to the right contact within the airport community (service providers, airlines, relevant government departments, embassies, etc.). [S4-3-AR 21] → [S4] Third party mechanisms are accessible to all consumers and/or end-users Third-party organisations can sometimes be contacted and are accessible. The Tourism and Travel Ombudsman, consumer associations (such as UFC-Que choisir) and insurance companies (in the case of material damage) can, for example, relay requests from end-user consumers. [S4-3-AR 22] → [S4] Grievances are treated confidentially and with respect to the rights of privacy and data protection Aéroports de Paris ensures compliance with the General Data Protection Regulation (GDPR) in all its interactions with passengers. [S4-3-AR 22] → Consumers and/or end-users are allowed to use anonymous channels to voice their concerns or needs Specific cases of anonymous requests are taken into account for information purposes, to contribute to the improvement processes; however, they cannot be the subject of a real dialogue or of any compensation in the case of a negative impact suffered by the person making the request. [S4-3-AR 23] → Number of complaints received from consumers and/or end-users during the reporting period At the beginning of 2024, Aéroports de Paris estimated that in 2023 it handled 99.7 million passengers and 292,000 customer calls via the dedicated telephone line channel. Nearly 75,000 were discussed with our teams of telephone advisers (down 27% vs . 2022). The customer teams handled a total of around 18,000 complaints from other communication channels. In 2024, TAV Airport handled more than 17,000 calls via its dedicated call centre. a clear increase (up 53% vs 2023) illustrating the effectiveness of the new customer relations system put in place.

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AÉROPORTS DE PARIS w UNIVERSAL REGISTRATION DOCUMENT 2024