ADP // 2021 Universal Registration Document

SOC I AL , ENV I RONMENTAL AND SOC I ETAL RESPONS I B I L I TY I NFORMAT I ON 4 OPERATING IN AN EXEMPLARY MANNER

4 . 6 OPERAT I NG I N AN EXEMPLARY MANNER

2021 was also marked by the continuation of work to prepare for the renewal of the Paris-Charles de Gaulle assistance contract via numerous methods of collaboration and discussion with stakeholders. The future policy is based on the following areas of focus: strengthening the hospitality dimension and customer reassurance, better integrating the operational constraints of airline clients, encouraging the implementation of productivity levers within the process and supporting the autonomy of customers wherever possible. Significant work has been done on the performance management system by aligning the performance indicators of the service with the expectations of passengers and airlines. The two aspects used for the performance indicators are reception/attentiveness and punctuality of flights. Health adaptation measures (compliance with transmission prevention measures, use of gowns for certain procedures, etc.) were implemented in 2020 to protect both restricted mobility customers and staff. In an anxiety-provoking health situation, resulting in a more systematic use of assistance services for the oldest people in particular, work was carried out, in conjunction with service providers, to meet the additional support and reassurance needs of customers (longer transit times, change of terminal, closure of certain facilities or access for better control of flows, greater administrative formalities, language barrier, need for assistance to take the PCR test, etc.). In this context, the challenge remains to improve operational efficiency and quality of service to better meet the expectations of PRM customers and the operational needs of airlines, whilst controlling costs. For Groupe ADP, ethics and compliance mean operating in accordance with the law and regulations, and the Group’s values. An Ethics and Compliance programme has been deployed on the basis of seven pillars to fight corruption. In addition, a personal data protection policy has been put in place in compliance with the General Data Protection Regulation (GDPR) of 27 April 2016 and French Data Protection Act No. 78 17 of 6 January 1978. DEDICATED GOVERNANCE The Ethics Department was created in 2018 and in 2021, it expanded its scope to include the protection of personal data. Its Director reports to the Chairman and CEO, thus guaranteeing the Division’s independence in processing alerts. The Ethics and Personal Data Department defines and co-manages the Ethics, Compliance and Personal Data action plan with the Legal and Insurance Department. To implement the plan in the Group’s subsidiaries, these departments rely on the Ethics & Compliance officers of ADP Ingénierie, TAV Airports, AIG and Hub One. To ensure the proximity of the approach, 25 officers, i.e. one for every 1,000 employees or so, promote the ethics and compliance culture and monitor the implementation of the standards with the teams concerned. TAV Airports has one contact per subsidiary. In Acting ethically and responsibly The Ethics and Compliance programme POLICY AND OBJECTIVES

Passengers, airlines, freight companies, maintenance and/or security service providers, catering companies, airport staff, internal employees, local communities, etc.: Groupe ADP works with a wide variety of players daily. As a service provider, developer, operator and partner, the Group must be exemplary in terms of quality, ethics and compliance, integration and sharing of sustainable development objectives. This need to act in an exemplary manner, which guides each of the Group’s activities in France and internationally, is reflected in: ◆ quality services, meeting the expectations of all customers and partners, in full compliance with all safety and security requirements; ◆ strict adherence to the principles of ethics and compliance, anti-corruption and risk anticipation; ◆ sharing environmental, social and societal requirements with the Group’s various partners and suppliers via the sustainable purchasing policy. Offering a quality service Policy and objectives GUARANTEEING AIRPORT SAFETY AND SECURITY Public and airport safety and security are among the most important issues for Groupe ADP. As such, all Group airports strictly comply with security requirements in each of the countries in which it operates. Within Aéroports de Paris, the Audit, Security and Risk Management Division was created to address, among other things, security and crisis management issues that became particularly acute in the current context of the pandemic and its numerous challenges (health security, public safety, etc.). Risks linked to airport safety and security and to the safety of people and property are described in the “Risk Management” chapter. MEETING THE NEEDS OF PASSENGERS WITH DISABILITIES In application of Regulation (EC) No. 1107/2006 of 5 July 2006, the mission of assisting people with disabilities and impaired mobility (PRM) at Paris-Charles de Gaulle and Paris-Orly airports has been assured by Aéroports de Paris since 22 July 2008. In a structural context of strong growth in requests for assistance, Aéroports de Paris is supported by service providers with the aim of improving the quality of services provided: responsiveness and availability, adapting the offer to passenger needs and reassurance. 2021 achievements and results Work continued in 2021 to improve the operational efficiency of the service in conjunction with ground handling service providers and airlines, in order to increase productivity and customer reassurance. Grouped services such as unloading by help (vehicle assistance to embark/disembark a passenger with reduced mobility when the aircraft is parked remotely) or the use of golf carts are comfort and efficiency levers for service providers that have been further strengthened.

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