ADP // 2021 Universal Registration Document

PRESENTAT I ON OF THE GROUP 1 GROUP ACTIVITIES

New “terminal shops” and hospitality spaces With the opening of the first space dedicated to hospitality, in December 2020 in the south wing of terminal 2E Hall L with three service areas designed by the firm Malherbe, the Groupe ADP continued to deploy new spaces with the reopening of terminal 2B. These spaces are part of the group’s hospitality strategy, with a diversification of offerings and a particular focus on catering. The objective is to continue to improve the quality of service and offer a memorable experience associated with the “Paris” destination. Before the journey, we have made every effort 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 at 3950, social networks and mail). As part of the “2025 Pioneers” strategic roadmap 1 , the Group will rely on the collection of “terminal shops”, in the spirit of a chain of boutique hotels presenting all the codes of hospitality, around three pillars of excellence: ◆ the excellence of the site’s design: through intimate spaces, with reserved areas on a human scale six minutes, unique, by their architecture, interior design and styling, and strongly integrated between the commercial area and boarding lounge; ◆ service excellence: through the presence of a Master of the House, bringing together the entire airport community, a wide range of personalised services and events and a unique welcome reception facilitating the passenger journey; ◆ the excellence of the offering: and the excellence of the brand portfolio, including, in particular, a portfolio of coherent own brands working in synergy. The “terminal shops” will be broken down into three ranges: a Premium range, the heart of the project presenting the entire value proposition, associated with an Exclusive range, intended for passengers with very high contributions, and a Lifestyle range, intended for a leisure customer base with a portfolio of brands adapted to their uses. A special welcome for all of our customers The deployment of the “Welcome to Paris” reception and information programme was completed in 2019. Groupe ADP has put in place, throughout the terminals, on departure and arrival, before and after security checks, many agents whose job is to welcome and proactively provide information to travellers, reaching out to make their transit through our airports a successful and positive experience. In addition, to offer personalised support to people with disabilities and people with reduced mobility (PRM) to and from their boarding gate, dedicated reception services and information counters are also located in all our terminals at Paris-Orly and Paris-Charles de Gaulle. To improve the comfort of passengers (and employees) in our terminals, the “quieter airport” initiative begun in 2018 by Groupe ADP continued, in collaboration with all airlines and assistants,

in an efficient and personalised way, before, during and after their journey: ◆ in the organisation of their travel and their stay, to save time: the “My Travel Assistant” feature ensures the personalisation of the experience in one click, and gives access to the details of their flight with all the essential information up to at the boarding gate: flight status, departure terminal, check-in area, boarding gate, etc. The route through the terminal can be visualised on an interactive airport map, the different transport options to the airport can be compared (estimated travel time, fares, etc.) and the various commercial and services offering accessible from the departure terminal can be accessed. You can also book your airport car park and many services online. The application also offers the possibility of interacting, live and in video, with the advisors of the shops at the airport; ◆ with real-time information: the passenger (and their accompanying persons) has access to the latest data relating to their flight via a smartphone notification system (boarding gate, flight status, etc.). Everyone can directly view their parking reservation access code associated with the Travel Assistant on the screen. In addition, travellers can find most of the information they need for their trip on their Apple Watch. On arrival at our airports, international travellers can obtain an almost instantaneous translation of the signage panels using the translator integrated in the Paris Aéroport app (from French/English to nine other languages). A wide range of services available online From its mobile app and website, Paris Aéroport offers a wide range of bookable services via its online store. For access by car, customers can reserve a parking space online in 16 official car parks in Orly and Roissy. They can also book their flight, car rental or hotel at any time, regardless of their destination, anywhere in the world, prior to their departure, thanks to our partnership with the MisterFly platform. Additional services, such as the reservation of PCR tests for connecting passengers are also available via the online shop. The second area: discovery and experience Paris Aéroport is building a strategy for the reserved area in line with the values of hospitality, by developing “Paris Aéroport, la Collection de Boutique Terminaux Parisiens”. It answers three questions: ◆ How to provide a hotel-like experience in the reserved areas of Paris Aéroport; ◆ how to give a strong local touch to our terminals; ◆ how to make the specificity of Orly and Paris Charles de Gaulle (many terminals of limited size) a decisive competitive advantage in the face of competition from the large hubs, which for the most part have a few very large terminals.

1 Announced at Investor Day on 17 February 2022 (see Section 5.1 “Significant events” of this document).

64

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