PIERRE ABIGNANO Projects Director

Non aeronautical concerns us all

THE GROWInG IMPORTANCE OF Non-AERONAUTICAL WHY ? HOW ? > It’s VITAL The traffic will mature The pressure on aeronautical tariffs is increasing The retail and commercial activities need to be our growth driver > It’s EASY Passengers are the best customers : they are captive, have a large purchasing power and in the mood to buy. Airports are good locations. They are becoming the new centers of transport such as stations used to be. > It’s PROFITABLE It requires low capitals but offers high returns > Harmonize « passenger » with « customer » > Make commercial and operational efficiency everybody's responsibility > Move the approach from « b to b » to « b to c » > Upgrade airport model to best practise > Innovate > Diversify VINCI Airports Convention 2014

Focus on shopping & eating The passenger journey Focus on shopping & eating Stress Anticipation / Excitement Security Screening Passport Control Check-in Baggage Reclaim Boarding Stress Passport Control Airport Flight Airport VINCI Airports Convention 2014

Team work can produce results THE TECHNICAL & COMMERCIAL TEAM CAN CREATE THE ENVIRONMENT TO SHOP HOWEVER GIVING PASSENGERS THE TIME TO SPEND IS EVERYBODIES RESPONSIBILITY KEEPING PASSENGERS STRESS LEVELS LOW IS EVERYBODIES RESPONSIBILITY VINCI Airports Convention 2014

Case Study – THE REVISION OF LiSBON CENTRAL PLAZA WHY? 100% of PAX SEE 100% of OUR OFFER THE CENTRAL PLAZA BECOMES TRULY CENTRAL ENHANCED CONCESSION YIELDS FROM RETAIL & F&B TARGETS HIGH YIELD PAX INCREASED SECURITY CAPACITY ALLOWS CHECK-IN EXPANSION Carlos Guttierres VINCI Airports Convention 2014

Revenues increase €10,1M per year Case Study – THE REVISION OF LiSBON CENTRAL PLAZA > Increase capacity at check-in and security control > Increase dwell time > New lounge areas > Increase of the duty free area, with an walk-through concept both for departing and arriving passengers > Relocation of the foodcourt, allowing a single passenger’s flow through all the retail areas Revenues increase €10,1M per year Or €842,000 per month VINCI Airports Convention 2014

Case Study – THE REVISION OF LiSBON CENTRAL PLAZA > Project development Working group made up of representatives from different departments: Lisbon airport / Engineering and Infrastructure Design dept / Non-aviation dept / Finance and Reporting dept > Project control Steering committee Board members / Head of Departments / Project Leader Security Control Expansion OCT 15 Economic & Financial Viability MAR 14 1st Phase Construction Started JUL 14 1st Phase Construction Conclusion DEC 14 2st Phase Construction Will start JAN 15 New Foodcourt Opening JUN 15 1st Project Presentation DEC 13 VINCI Airports Convention 2014

Everybody Play for the team > 975.000 € loss of revenues DELAYS COSTS RESPONSABILITY > Process decision about contracting an external company to develop the technical projects – 5 weeks > Project revision due security control issues – 6 weeks > 975.000 € loss of revenues > 1.170.000 € Everybody VINCI Airports Convention 2014

How to successfully involve everybody? Alain Brun

Project steering by all stakeholders …What WE GOT What WE TRIED…. Project steering by all stakeholders Integrated approach to collective decision making Giving ownership of the passenger experience at all times to everybody The culture of us versus them is hard to remove Compromise for the good of the airport is easier said than done Ownership of the passenger is still a part time job VINCI Airports Convention 2014

EDUCATION MOTIVATION & ATTITUDE What we DISCovered HARMONISING OUR OBJECTIVES IS EDUCATION MOTIVATION & ATTITUDE

No more ‘kingdoms inside kingdoms’ WHAT MIGHT HELP? (workshop results) No more ‘kingdoms inside kingdoms’ > COOPERATE PROGRAM at the vinci airports level > viS ma vie’ program extended & mandatory > cross training for new staff > n.B. common language ‘non-aviation’ > p & l responsibility > common set of kPi’s > rewards for performance > understanding each other > changing ‘us’ & ‘them’ to just ’US’ EDUCATION MOTIVATION ATTITUDE VINCI Airports Convention 2014