"PARIS AEROPORT & YOU”: WHAT OUR CUSTOMERS SAY

In 2022, the Paris Aéroport customer community was revived. The aim of "Paris Aéroport & You", as it is called, is to gather the opinions of our customer members of the Extime Rewards loyalty programme on projects undertaken by the company. Head of this community is François-Xavier Gaspy, Strategic Planning Manager within the Customer Division. He spoke to us about this community of engaged customers. A tool that benefits all of the Group's divisions.

Can you tell us a bit about this community?
François-Xavier Gaspy: It was first set up in 2018 by the Research Unit headed by Frédérique Serin, but was then put on hold due to the pandemic. We relaunched it at the end of 2022, within the Strategic Marketing Unit, to the great satisfaction of our passengers, who were delighted that we were once again asking them for their opinions. Approximately 1,000 people have registered for our loyalty programme, of whom 400 are English-speaking foreigners.

What is the benefit to the Group of creating a customer community?
FXG: We send our customers questionnaires, asking for their thoughts on projects undertaken by the company. This may be during the very early stages of a project or after it has been completed. Involving them is a way for us to ask them questions and find out what they really think, thereby obtaining an external view of our company. The range of topics is broad and unrestricted. The questions may relate to infrastructure, the service offering in our terminals, our communication, etc., and surveys are carried out at the request of management. For instance, we recently carried out a study on waiting times at border control, and we will be inviting some of our customers into the terminals to give us their views on the new layout of the queuing system. Once the information provided has been analysed, we produce a summary report on the subject in question, together with the raw data, which we pass on to the relevant division. Surveys are carried out fairly regularly, approximately 3 every 2 months, and the results are available roughly one week after the survey. The average number of respondents for traditional studies is between 150 and 300, depending on the subject, but we can also set up focus groups or arrange more qualitative interviews. I'm assisted in these tasks by Romane Laure-Perrin from the Extime Management Programme and Assia Roseau, a work-study student.

How do you interact with this community of committed customers?
FXG: We have a digital platform that allows us to interact with our customers. This is where we share news about our airports and the history of our company, for instance through the “Aéroports, ce que racontent les murs” [If airport walls could talk] podcasts. We can also encourage them to visit our facilities, and we plan to invite them to company events such as the inauguration of iconic projects.

The Group operates 27 airports worldwide. Do you intend to roll out this tool abroad?
FXG: This initiative has been really successful in Paris. As part of the One Group strategy, we plan to extend this customer community to our partners GMR and TAV Airports, and thus benefit from a Group-wide community that will strengthen our customer vision.

ALLIANCE: A MAJOR STEP FORWARD IN THE ENVIRONMENTAL TRANSFORMATION OF PARIS-ORLY

This is a first in the French airport landscape. The Paris-Orly Environmental Alliance took shape on 5 June, demonstrating the collective commitment of the airport community to the environmental transformation of the hub. 34 Groupe ADP partners have committed to this approach which is based on five shared objectives to be achieved by 2030. These objectives relate to achieving “net zero emissions on the ground” , reducing noise pollution and energy and water consumption, biodiversity and waste recovery. “The creation of this alliance is evidence of the in-depth transformation of our airport model” , explains Amélie Lummaux, Director of Sustainable Development and Public Affairs. “The goal is to make it a long-term project that will evolve over time.” This alliance is made up of a diverse cross section of partners, including airlines, ground handlers, hoteliers, air traffic control and retailers. “By pooling our efforts, we can go faster and further”, says Justine Coutard, Managing Director of Paris-Orly Airport. “This alliance is not just a list of commitments. It is also the launch of joint projects to be completed together.”

A SECOND "BORDERS" SEMINAR AT PARIS-CHARLES DE GAULLE

“We've never been so well prepared for a summer season”, said Valérie Senentz (CDG9), Terminal Director, at the end of the “borders” seminar held at Paris-Charles de Gaulle on 6 June. This was the second event organised by Paris-Charles de Gaulle's Terminals Division as a forum for discussion and collective work between partners, the first having taken place on 12 April. Once again, all “border” stakeholders came together: airlines, the Border Police and hospitality service providers. “The increase in traffic also increases the number of issues and challenges that we need to tackle together. We'll only succeed if we work together”, said Régis Lacote, Managing Director of the Airport. This event was also an opportunity to measure the progress made in terms of optimising best practices and to present the Groupe ADP action plan for improving customer experience at borders. A new layout for queuing, improved real-time updates, more Parafe gates... The aim is to improve service quality and waiting conditions from this summer onwards, thus providing the highest level of hospitality in the border areas.

“AIRPORT MARKET”, THE NEW OFFER FROM GROUPE ADP AIRPORT SERVICES

At the end of May, Groupe ADP attended the third edition of the Rencontres des Aéroports Français & Francophones, held at the Palais des Congrès in Ajaccio. Every year, this event brings together aviation industry professionals. Xavier Del Valle, Chief Procurement Officer for the General Resources, Supply Chain & Procurement Division (SLA), presented the new Airport Market offer, which consists of giving a second life to all kinds of airport equipment, both airside and landside, such as terminal seats, air bridges, vehicles and other equipment. Airport Market organises and promotes the resale of equipment as part of a circular, responsible and ecological approach. This marketplace is part of the comprehensive consultancy and engineering offer from Groupe ADP Airport Services.

PARIS AIR SHOW: WHAT TO EXPECT

Nearly 320,000 visitors are expected to attend the upcoming Paris Air Show (Salon International de l’Aéronautique et de l’Espace in French), held this year from 19 to 25 June at Paris-Le Bourget Airport. They will be able to view a total of 158 civil and military aircraft from all over the world at the event. Airbus will notably be exhibiting the A350 and the A321LR and XLR, while Boeing will be presenting its 777X. The low-carbon air mobility of the future will also be in the spotlight, thanks in particular to Volocopter's eVTOL, demonstrations of which will be shown every day.

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