Aéroport de Paris - 2018 Registration document

RISK MANAGEMENT AND CONTROL 04 RISK FACTORS

Risks related to customer satisfaction

RISK IDENTIFICATION

RISK MONITORING AND MANAGEMENT

Customer satisfaction is a priority for Groupe ADP. It is a quality of service issue and one of the fundamental airport operator business activities. Given Groupe ADP’s competitive environment, a low level of quality of service could affect customer satisfaction and, therefore, the attractiveness of its airports.

Customer satisfaction is a core part of the Connect 2020 strategic plan. Indeed, the Group’s objective is to become one of the leading European airports in terms of quality of service1. In order to improve passengers experience in the Île-de-France airports, the Customer Division has deployed a “Connecting client 2020” strategy that revolves around four principles: ® raising the quality of service to the level of the best European airports, in particular by providing a smooth passenger experience. 2018 actions were to: ® reduce waiting time at border controls, in particular by deploying PARAFE2 automated control gates, ® introduce new directional information for customers (signage and furniture), ® deploy the reception system in the terminals; ® increase the number of destinations offered from and to Paris; ® simplify and personalise the customer relationship, in particular by means of digital technology; ® propose the best of the Parisian experience, through a unique offering of retail and services, in particular by: ® enhancing services for customers, ® its museum’s cultural offering, ® retail and catering offering with well-known, quality brands, offering travellers a wide range of sales outlets. In addition, major refurbishment projects at the Paris airports contribute to creating a differentiating experience. Internationally, five airports managed by Groupe ADP, or which benefit from technical assistance agreements concluded with the Group, were rated amongst the best in the world in the 2017 Airport Service Quality ranking of the Airport Council International (ASQ/ACI). The airports in question are Zagreb (Croatia), Amman (Jordan), Mazatlán (Mexico), Mauritius, and Medina (Saudi Arabia). The last two airports and the Skopje (Macedonia) were highly ranked in the 2018 Skytrax rating. Amongst the priorities of the strategic plan, “Connect 2020”, for the period 2016-2020 are notably: ® the optimisation of infrastructures by deploying a “one roof” initiative (merging terminals); ® support for Société du Grand Paris and the CDG Express projects, to facilitate access to Île-de-France region platforms. The Group has an investment project steering system based around a Strategy and Investment Committee and an Investment Approval Committee chaired by the Chairman & CEO. In addition, the Engineering & Development Division plans, designs, organises and conducts investments in infrastructure (roads and runways), buildings (terminals, hangars, shops and administrative premises, real estate projects) and all types of equipment for the Company, for the purpose of meeting the medium to long term aeronautical and strategic needs. RISK MONITORING AND MANAGEMENT

Risks related to investments in developments and capabilities

RISK IDENTIFICATION

Groupe ADP’s Île-de-France region platform development and infrastructure projects are complex with long investment cycles (from the study phase up to commissioning). Significant technological or structural changes (in terms of traffic…) could lead to: ® the saturation of existing infrastructure before the new installations are delivered; ® mismatch between the delivered infrastructure and requirements. The return on investment could be lower than forecast, and have an adverse impact on income. The Group is pursuing a programme of significant investment as part of its strategic plan, “Connect 2020”. Given the size, complexity and number of investment projects and external constraints (conditions for obtaining administrative authorisations, stakeholders…), the control of project steering is a major challenge. It should be noted that at a Group level, purchases of property, plant, equipment and intangible assets by TAV Airports and Airport International Group (“AIG”) were not significant.

1 Quality of service is measured by the overall ACI/ASQ score, which is an airport service quality indicator formulated by Airport Council International. 2 PARAFE is an automated border control service offered within Paris-Charles-de-Gaulle and Paris-Orly airports.

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AÉROPORTS DE PARIS ® REGISTRATION DOCUMENT 2018