Universal Registration Document 2024

SUSTAINABILITY REPORT 4

SOCIAL AND SOCIETAL MATTERS

Finally, taking care of our customers, every day and collectively. This focus of the Real Estate Department's new strategic roadmap reflects its commitment to customers: Creating and developing positive, lasting experiences every time we make contact, to nurture and establish a long-term relationship based on trust. This means actively listening, responding quickly to needs and anticipating trends so that we can offer ever more appropriate solutions. Internal collaboration is encouraged so that each team contributes to excellent customer relationships based on trust, transparency and proximity. With, for example: u day-to-day support for customers (B2B relationships) and in their short-, medium- and long-term development needs; u regular meetings with our customers at tenants' general meetings. [S4-5-41-(a)] → [S4] Disclosure of how consumers and/ or end-users have been directly involved in setting targets The objectives have been defined to meet not only regulatory/compliance requirements and risk assessments, but above all passenger expectations. By engaging with consumers, end-users and all our stakeholders, we are able to prioritise our action plans and define appropriate objectives. 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. [S4-5-41-(b)] → [S4] Information on how consumers and/or end-users have been directly involved in tracking performance against targets See [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. [S4-5-41-(c)] → [S4] Communication of how consumers and/or end-users have been directly involved in identifying lessons or improvements as a result of the company’s performance See [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. [S4-5-AR 42-(a)] → Communication of the intended outcomes to be achieved in the lives of consumers and/or end-users Aéroports de Paris very regularly communicates the results associated with the various objectives: monthly communication of waiting times by hub, communication about new infrastructures, the deployment of the Extime brand, and achievements aimed at facilitating the journey and experience of people with disabilities.

A wide range of media are used for these communications, including: u press releases; u social networks; u media campaign; u on-site communication on airport hubs; u BtoB information to companies and stakeholders. This is also measured quantitatively by the objectives set out below: [S4-5-41] → [S4] Targets set to manage material impacts, risks and opportunities associated with consumers and/or end-users [see ESRS 2 – MDR-T] [S4-5-AR 42-(b)] → [S4] Information on the stability of the target in terms of definitions and methodologies to enable comparability over time Aéroports de Paris has been a member of the ACI (Airports Council International) ASQ survey since 2007. The surveys are also carried out in 400 airports worldwide, using a robust, tried and tested common questionnaire. It also makes it possible to compare data with other airports, so that all stakeholders can work towards best practice (see S4-1-17). For more than 15 years, Aéroport de Paris has been monitoring satisfaction scores from the ASQ-ACI survey as part of a process of continuous improvement and the definition of ambitious objectives through 12 metrics: u three overall performance metrics (overall satisfaction, ease of connection, etc.); u nine hospitality metrics (satisfaction with the atmosphere, cleanliness, ease of orientation, etc.). Groupe ADP has also had a partnership with Skytrax (a benchmark organisation in the aviation sector with recognised worldwide expertise in airport service quality), since in 2019 for Aéroports de Paris and 2020 for the Group's other airports. This partnership consists of annual audits focusing on the passenger's vision in terms of service quality and progress made, leading to a list of continuous improvements to be implemented in order to aim for the best international benchmarks. The Skytrax audit covers all the infrastructures open to passengers, from the various access points to the hub and the boarding lounge. It is based on a set of more than 600 criteria and covers all the following passenger vision themes: signs, screens, security checkpoint zones, Border control, Customs service, Check-in, Connections, Transport, Cleanliness, Terminal atmosphere, Seats, Air conditioning, Smoking areas, Sanitary blocks, Internet and Wi-Fi, Mobile applications and websites, Audio announcements, Advertising, Baggage services and baggage reclaim, trolleys, pushchairs, Leisure services, lounges, hotels, prayer areas, shops, etc.

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UNIVERSAL REGISTRATION DOCUMENT 2024 w AÉROPORTS DE PARIS