ADP // 2021 Universal Registration Document

PRESENTAT I ON OF THE GROUP

GROUP ACTIVITIES

The strict implementation of our health measures in all our terminals is a commitment made not only to the countries served, but also to our passengers and our employees. Prior to travel, the Group has endeavoured to listen to passengers, by collecting customer perceptions of the health measures taken in the terminals, by communicating new health regulations on our websites and social networks, and by constantly answering questions from our customers about the possibility of travel (by telephone, social networks, mail). Paris Aéroport, in partnership with the laboratory Cerballiance, set up Covid-19 testing centres (virological and antigenic) for departures from Paris-Charles de Gaulle and Paris-Orly before the controls, as well as a special testing centre in the airside area of terminal 2E since 2020 (virological and serological tests) for connecting passengers at Roissy and, in particular, those travelling to China. These latter tests can be booked online via the shop on Paris Aéroport’s official website. Thus, on the two platforms, 424,000 tests were carried out in the Public Zone and 36,000 in the Reserved Zone in 2021. In addition to the health issue, an aggressive policy has been conducted on two complementary levels that meet the expectations of our customers: ◆ the production of quality of service in our terminals, around two main areas: ◆ time management, ◆ experience and discovery in the reserved area; ◆ work on improving reputation. The evolution of passenger satisfaction over several years confirms the choice of our customer strategy. Over the past two years, progress has also been made in the SKYTRAX benchmarks. Paris-Charles de Gaulle and Paris-Orly are among the top 100 airports in the world. The first priority: time management A base of seven promises or objectives has been defined on the seven main passenger expectations: ◆ the objective of aircraft departing on time; ◆ the promise of a journey by car of less than 7 minutes to Orly and less than 18 minutes to Charles de Gaulle, between the airport entrance and the terminal; ◆ the promise of an airport where passengers do not get lost; ◆ the promise of a flight in complete safety, against a maximum of 10 minutes of passenger time, with the best possible comfort; ◆ the goal of crossing the border in less than 20 minutes; ◆ the promise of a simple and successful transfer; ◆ the objective of baggage delivery in less than 30 minutes for a flight from Europe and 45 minutes for an international flight. Ensuring smoother journeys Reducing waiting times remains at the heart of the major commitments pursued by Paris Aéroport on a daily basis. Once again this year, the waiting times before security checks at Paris

Orly and Paris-Charles de Gaulle did not exceed 10 minutes in 90% of cases. Real-time information for passengers of their estimated waiting time remains a critical need: this is enabled by a display system in place in the majority of security checkpoints at the two airports so that each passenger can view their passage time at any time on screens ahead of these areas. The police checks are an anxious moment for passengers given the complexity of health obligations which can extend waiting times. We are continuously strengthening our cooperation with the DPAF 1 to better anticipate flows and we are equipping our borders with more than a hundred PARAFE (Automated Rapid Crossing of External Borders) airlocks with facial recognition. The PARAFE system, set up in collaboration with the Ministry of the Interior, makes it possible to cross the border more quickly, independently, completely free of charge and without prior enrolment, using automatic airlocks, thanks to the electronic passport and the facial recognition between the passenger and their passport. They are supervised by the border police and opened in consultation with the latter. The use of this technology aims to ensure a better fluidity of border controls while guaranteeing a high level of reliability. Finally, the deployment of the “Follow the yellow” system continued at Paris-Charles de Gaulle with the installation of arches and other yellow signage to facilitate the signage for connecting passengers on their journey between two flights. An overhaul of the correspondence channels was carried out in 2F in 2021 with a redesign of the transfer well and directional signage, and an increase in information to enable passengers to control their journey. The right information for passengers throughout their journey A telephone number (3950) is available in French and English, 24/7, for all departing and/or arriving customers at the Paris-Orly and Paris-Charles de Gaulle airports. Passengers have the choice of being guided by the interactive voice server in order to quickly obtain answers to their questions, or to interact directly with an advisor between 8 a.m. and 8 p.m. In order to ensure an Internet connection for all passengers or accompanying persons 24 hours a day, Groupe ADP, with the support of its subsidiary Hub One, has set up a large free Wi-Fi network. In addition, around a hundred tactile information kiosks are also available at our two Paris airports, both at departure and arrival, to provide access to a wide range of practical information (location of shops, services, hotels, transport, etc.) interactively and in 11 languages. Passengers will also be able to scan their boarding cards on these same interactive terminals to find out the status of their flight in real time or the route to the boarding gate. In a world where travellers are increasingly connected and use smartphones, Groupe ADP has deployed various mobile and remote digital tools to ensure fast and efficient access to information at all times. The official website www.parisaeroport.fr is accessible in mobile format and in eleven languages. The Paris Aéroport mobile app, downloadable via Apple Store (iPhone) and Google Play Store (Android) now have more than 2.2 million downloads. It is constantly updated to better support passengers

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1 Border Police Directorate.

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AÉROPORTS DE PAR I S / UN I VERSAL REG I STRAT I ON DOCUMENT 202 1