Aéroports de Paris - 2019 Universal registration document

BUSINESS OVERVIEW 05

DESCRIPTION OF ACTIVITIES BY SEGMENT

As most travellers are today equipped with smartphones, Groupe ADP has set up numerous mobility and remote digital tools to guarantee fast, effective access to information. The official website, www.parisaeroport. fr is available in mobile format and in 11 languages. A Paris Aéroport application can also be downloaded from the Apple Store (iPhone) and Google Play (Android). This application, which has been downloaded over 1.9 million times to date, is regularly updated to better guide passengers before, during and after their journey: ◆ supporting the organisation of passenger travel and stays, whilst saving time: from the home page, a “Mon Assistant de voyage” (My Travel Assistant) feature enables travellers to customise their experience in one click, accessing their flight details and obtaining essential information for their path up to the boarding gate: flight status, departure terminal, check-in zone, boarding gate, etc. The Assistant also enables them to interactively view their path through the terminal but also to compare the different ways of accessing the airport with an estimate of the time of the journey, corresponding costs, and access a selection of retail offerings and services available from their terminal of departure. The application also enables passengers to reserve airport parking, plane tickets, hotels, luggage protection or a place in a luggage locker; ◆ being informed in real time: passengers can access their latest flight information via a notification system on their smartphone (boarding gate, flight status, etc.) and also display the access code for their parking reservation linked to the travel assistant. Similarly, passengers can find all essential information about their journey on Apple Watch. When they arrive at our airports, travellers can obtain the almost instant translation of signalling thanks to the translator integrated into the Paris Aéroport application (from French/English to nine other languages). In addition to the travellers themselves, these functionalities also enable people accompanying them to monitor the status of their flight in real time. Rewarding our most loyal customers Since 2016, Groupe ADP has created and developed its loyalty programme, “My Paris Aéroport”, accessible from its application and website. It includes almost 600,000 members to date. The free, 100% digital programme is available to everyone. It enables us to get to know our most frequent flyers, to guarantee a customised experience and reward them. The programme notably offers numerous advantages to enrich its members’ journey through our airports: free high speed Wi-Fi (20 Mbit/s), permanent discounts and points convertible into purchase vouchers for partner shops and parking spaces bookable online as well as benefits from our partners (currency exchange and luggage services). The virtual loyalty card is accessible via the Paris Aéroport application and can be added to the passenger’s wallet (Apple). My Paris Aéroport is also a connected to the Air France-KLM Flying Blue programme, making it possible to convert the loyalty points earned into Flying Blue miles. A large range of services available online From its official website as well as its mobile application, Paris Aéroport Offers its travellers a very large range of services that can be reserved via its online shop. Travellers departing from Paris can reserve their flights, hotels and car rental before their departure, from wherever they are in the world, via the website www.parisaeroport.fr, or the Paris Aéroport application, thanks to our partnership with the MisterFly platform. A number of baggage options may also be reserved online (baggage protection and tracking using SafeBag luggage locker for a few hours or several days with Bagages du Monde at Paris-Charles de Gaulle, etc.), including baggage transport

from Paris to airport or from airport to Paris. Travellers may also purchase their tickets to leave or come to our two airports with Le Bus Direct, an air-conditioned bus with free Wi-Fi. Finally, one can also reserve a parking space for all vehicle access. Upon arrival in Paris: in addition to our previously mentioned departure services also available for travellers arriving in Paris, the online shop allows people to purchase transport tickets (Le Bus Direct, RATP bus and metro, RER, etc.) to leave from our airports and travel to Paris. If our customers wish to take advantage of their stay in Paris, a large number of touristic and cultural activities may be purchased online with just a few clicks: Paris Museum Pass (giving access to some 50 museums and monuments), tickets for the Château de Versailles and cruises on the Seine or tourist bus visits. 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 offering 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 of Paris-Orly and Paris-Charles de Gaulle. Throughout the year, in 2019, many initiatives were renewed and put in place to continue improving the quality of our reception services among all of our staff, while sharing the customer culture with the airport community in its great diversity of business lines. The basis of these actions is for all of our agents working in our airports to pursue common objectives for quality (involving personnel working in security, PRM, airlines, ground handlers, Border Police, etc.). A good example of this approach is the Attitude Clients project that aims to give each employee the correct tools to embody, toward all travellers, our promise that “Paris vous aime” (Paris loves you) through daily acts, words and simple attitudes consistent with the service values that the Groupe ADP hopes to convey (warmth, audacity, elegance and attention). To improve the comfort of our guests during their passage in our airports and provide them with greater peace of mind (same goal for the airport community), a “a quieter airport” approach was initiated in the summer of 2018 by Groupe ADP, in collaboration with all the airlines and ground handlers, throughout the terminals of Paris-Orly and Paris-Charles de Gaulle. General announcements were limited and reserved in priority for information related to security and safety of our airports and any emergency situation. No general announcements were made to remind passengers at boarding gates (except for very exceptional cases), thus helping to reduce the clutter of noise of the terminals. Gradually, and following many conclusive tests, boarding announcements were little by little limited and only used near the boarding gates concerned. To assist these changes, informative messages are visible along the paths to reassure passengers and encourage them to follow the status of their flight presented on the dedicated screens or via digital tools such as the Flight Assistant mobile app provided by Paris Aéroport. For travellers who wish to benefit from premium, “à la carte”, personalised assistance, the My Conciergerie service, available on departure, arrival or during connections, allows them to be escorted to or welcomed at the airplane door (baggage assistance, tax refunds, security screening, etc.), in their language (including Cantonese, Mandarin, Russian, Japanese, etc.). Requests for information or estimates can be made on the website of Paris Aéroport.

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AÉROPORTS DE PARIS ® UNIVERSAL REGISTRATION DOCUMENT 2019

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