Universal Registration Document 2024

SUSTAINABILITY REPORT 4

SOCIAL AND SOCIETAL MATTERS

S4-4 – Action plans put in place to prevent, mitigate and remediate hospitality-related impacts at airport hubs [S4-4-30] → Action plans and resources to manage its material impacts, risks, and opportunities related to consumers and end-users [see ESRS 2 – MDR-A] Through Hospitality for All, Groupe ADP makes the best possible welcome, and therefore service quality and satisfaction of its consumers and end users, a major priority. This essential indicator of our business is reflected in action plans designed to deliver the best possible experience for all our customers. The action plans focus on two main areas: u service quality; u Use of Skytrax results: action plans are initiated or revised following each annual audit by the airport hub management teams concerned, the Customer Department and the passenger process teams. For example, the real-time display of journey times to boarding gates has been the subject of a continuous improvement action plan. u Use of ASQ-ACI barometer results: results are analysed monthly and shared within the Service Quality Committee. The operational departments then ensure that they are properly deployed. Quarterly reviews of results are also carried out to ensure that the continuous improvement dynamic is maintained. For example, in 2024, following the analysis of the ASQ ACI barometer, a plan focusing on staff courtesy and helpfulness was implemented, with the aim of involving the entire airport community in etiquette and interpersonal skills to provide passengers with the best possible welcome within the facilities. A training programme, regular communications placing hospitality for all at the heart of discussions, and training dedicated to welcoming volunteers and operational teams during the Olympic Games have all been rolled out. All these measures have been the subject of a widely distributed Airport Community Quality Charter. u an experience that is accessible to all. The Service Quality action plans include

u Time management in public areas: throughout 2023 and 2024, Paris Airport has remained attentive to preserving the customer experience throughout the journey, in a context of dynamic passenger traffic. Time management in public areas is a key expectation for passengers. It is therefore monitored via seven indicators, which are analysed and monitored in detail, and are the subject of appropriate action plans. u For each of them, an action plan has been built around four themes: tools, processes, people and personal attention, which aim to address the main sources of discomfort. u A few examples of action plans relating to the process: the modernisation of check-in areas, the development of security checkpoint lines so that liquids do not need to be removed, and the installation of PARAFE lines extended to more nationalities. u In addition, the most effective signs are deployed to make it easier for passengers to find their way around. u Extime experience in reserved areas: to ensure the best possible experience for passengers, the Extime project has been deployed in all terminals at Paris-Charles de Gaulle and Paris-Orly. Excellence in design, excellence in the offering and excellence in services is therefore offered to all consumers and end-users in each of the terminals having been transformed into unique places. To ensure the best possible experience, continuous improvement plans are implemented in the short and medium term to guarantee the highest quality infrastructure. The renovation of boarding lounges is covered by an investment plan built over several years: in 2024 at Paris - Charles de Gaulle, terminal 2EK has embarked on major infrastructure works which began in 2023 and should be completed by 2026/2027. Similarly, the range of shops and services is constantly being rethought and renewed to meet passenger expectations: with this in mind, the creation at Paris-Orly 4 of the Rue Parisienne Départs Internationaux (RPDI), a shopping and catering area, was launched in 2024 and will continue over the next few years. Among the action plans for an experience that is accessible to all The universal welcome reserved for end-user consumers is the subject of numerous initiatives aimed at families, international customers and people with disabilities. The action plans are supported by all Groupe ADP teams: Customer Department, Operations Department, Hub Department. u Families Action Plan: Paris Aéroport is implementing a family-friendly approach with the aim of achieving the best international standards. Creation of systematic Border Inspection Posts fast-track to reduce waiting times to a minimum, deployment of play areas for children aged 4-8, and dedicated services. u Welcoming all members of the public: Paris Aéroport is committed to providing an optimal experience for all users, whatever their needs, throughout their journey through each terminal.

Improving courtesy and helpfulness should naturally help us to achieve our consumer satisfaction objectives and contribute to the Group's good reputation.

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UNIVERSAL REGISTRATION DOCUMENT 2024 w AÉROPORTS DE PARIS