09 June 2016 Services Commission – An airport perspective Bongani Maseko – Chief Executive Officer

“Improving service excellence has become critical as air traffic continues to grow and travellers spend more time at airports on the continent.” (Bongani Maseko CEO of ACSA and Vice President of ACI World )

Our organization – a world leading airport business of airports 3 OUR MANDATE Governed by Airports Company Act No 44 of To undertake the maintenance, management, control and operation of any airport, any part of any airport or any facility or service at any airport normally related to the functioning of an airport. OUR COMMITMENT TO OUR STAKEHOLDERS To have purposeful engagements with all our stakeholders towards having agreed scope of engagement and delivery of expected outcomes OUR PLEDGE TO OUR CUSTOMER To drive a culture of excellence around customer service and communication.

Network of airports million (passengers p.a.) 38 million (passengers p.a.) Brazil, Sao Paulo (Guarulhos International Airport) India, Mumbai (Chattrapati Shivaji International Airport) 36 million (passengers p.a.)

ACSA’s Nine South African Airports with Total Passenger Numbers in 2015 ​ Departing Passengers (million) ​ Revenue (Rand billion) OR Tambo International (Johannesburg) Cape Town International King Shaka International (Durban) Port Elizabeth International East London George Bram Fischer International (Bloemfontein) Kimberley Upington 18.8m8.4m4.5m1.3m0.7m0.6m0.4m0.2m0.1m Serving passengers and growing revenue 5

Service excellence reaps rewards ​ Rigorous attention to service… The annual Airport Service Quality (ASQ) awarded by the Airports Council International (ACI) in 2015 awarded the following accolades to ACSA : Category: Best Airports by Region – Africa (over 2 million passenger per year): ​ 2nd place (joint): Cape Town International and King Shaka International ​ 3rd place: O.R.Tambo International Airport Category: Best Airports by Region (Under 2 million passengers per year). 1st place in Africa: Upington International Airport The ASQ awards recognize and reward the best airports in the world according to ACI's ASQ passenger satisfaction survey. They represent the highest possible accolade for airport operators and are an opportunity to celebrate the commitment of airports worldwide to continuously improving the passenger experience. Airports Company South Africa airports are rated amongst the best in the world for service ​ …brings recognition and awards In the 2016 Skytrax Awards, ACSA received the following awards: ​ Cape Town International Airport was awarded Best Airport in Africa, Best Airport Staff in Africa for the fifth year running and Best Airport for 5 to 10 million passengers. ​ King Shaka International Airport was awarded Best Regional Airport in Africa for the second year running and Best Airport for under 5 million passengers. ​ Overall, Skytrax rated Cape Town International, OR Tambo International and King Shaka International respectively as the 22 nd, 30 th and 35th best airports in the world. ​ The Skytrax World Airport Awards are the most prestigious accolades for the airport industry voted by customers in the largest, annual global airport customer satisfaction survey. The World Airport Awards are a global benchmark of airport excellence. 6

In conclusion The following key focus areas will continue to be critical for ACSA as we strive to constantly improve on our service delivery: 6 1.Holistic customer value proposition – to exceed customer expectations by continuing to seek innovative solutions and leveraging technology across a number of areas (e.g. passenger processing, safety & security, airport environment, technology, etc.) 2.Focussing on ROI - a positive passenger experience equates to an increase in non- aeronautical revenues - a happy passenger will buy and spend more 3.Increased span of service excellence delivery: i.Passengers ii.Customers (i.e. tenants) iii.Communities in which we operate in

THANK YOU Airports Company South Africa – Embracing Forward Thinking