I am writing this letter on behalf of my mother because I am shocked, appalled and disgusted by the unethical and illegal practice by an Air France employee which she experienced as an Air France customer. As a long time customer for 40 plus years, I could never have imagined that such practices could take place within your organization. The worst part of the ordeal is that I believe this has happened to other unsuspecting Air France customers, who would never have imagined that such deplorable and illegal acts could take place when they entrust an employee of a world renown airline, with their confidential personal and financial information. The ordeal began when she booked a flight for my father, her spouse, who is a senior citizen with mobility and health issues to depart on August 16th, 2018. Due to medical reasons, his flight had to be changed to August 17th, instead. The agent, whom she was dealing with, advised that she would have to pay an amount which I thought was unusual but due to my father/her elderly husband not being medically fit to travel on the initially set date, We were left with no alternate but to accept and proceed with the charges which the apathetic Air France agent instructed that we would have to pay to make the 1 day flight change. As the representative assigned by Air France to address our travel/flight related concern, she was left no choice but to accept that the information being provided was valid. Little did we know that, not only was the price exponentially higher than ought to have paid, but that individual was also compromising my mother's financial information and using her Credit Card to make an airline purchase for another person completely unknown to our family. The apathetic agent informed me that I would need to pay $596.00 (USD) to change my aged father's ticket by 1 day from August 16th. He advised that the payment would take place as 2 transactions on my mother's credit card which I found quite peculiar and questionable but yet again, she accepted the advised by the individual as he was representative of Air France, an airline she'd been accustomed to flying with for the greater part of her life (Over 40 plus years). To be more accurate, not only has she been flying with Air France for decades, but myself and the rest of my immediate family as well for both personal and business purposes. Upon receiving her applicable credit card statement afterwards, there were two transactions charges. One was for Air France in the amount of $178.00 (USD) and another for an unknown agency in the amount of $418.00 (USD). I urged my mother to inquire with Visa, only to discover that the agent used her credit card for illicit purposes for another individual unbeknownst to our family. On August 1st or 2nd, the Air France agent in question called my poor elderly mother in a very belligerent, threatening and harassing manner. He asked why she disputed the transaction with her credit card company (Visa). She immediately called me afterwards, her voice was breaking and shaky as she seemed upset. She informed me as to what happened and I was beyond livid about my mother having to be verbally abused and threatened as she is a fragile elderly lady with delicate health. I knew she would certainly have difficulty sleeping for a while after being threatened by that individual. My mother had found the agent's initial manner and approach very peculiar and knew at that point that the individual had used her credit card information which she'd entrusted under the presumption that Air France wouldn't unethically and illegally abuse such. But this was precisely what that agent had done, compromising both her security and financial information. She informed the agent that she'd disputed the transaction charge as her credit card was used fraudulently to purchase a ticket for an individual unknown to her. The agent proceeded to further harass her and then hung up the phone after realizing that my mother had caught on to his scam. A while after, i contacted Air France on behalf of my mother with her on the line. I initially spoke to an agent whom we could tell was very perturbed when she heard what had happened. She seemed to be looking towards directing this very major concern to the applicable party to handle such an executive level escalation however, while my mother was looking into her email for all the specifics, we lost the agent on the line after being on the line with her for some time. I called back but was directed to another agent who was not as proficient and although we expressed how deeply upset we were and alarmed that such transpired the agent advised something to the effect of not being able to escalate this directly to an executive level and transferred us to another agent who did not inspire any further confidence that this very disturbing and unethical issue would be directed and reconciled appropriately. While i tried to explain the extent and severity of the deplorable and alarming experience my mother had encountered, i could deduce that this agent would not be able to or potentially did not have the capacity to address the nature of our concern; however, my mother being the caring and trusting lady she is, advised me to have faith in that agent who took my mother's contact information, as well as mine. I was upset while speaking to the agent as she seemed apathetic and aloof to something that was a major concern to my family after having my mother's financial and personal information compromised by an Air France representative and being threatened, to add insult to injury. I relented according to my mother's request and gave that agent the opportunity to do her job. Much as i surmised, neither myself nor my mother have heard back from Air France after approximately, 3 months or so. We have been extremely patient and entrusted the representative whom we spoke to, to no avail, expecting the matter to be properly addressed. Not only is this an issue about ethics, it borders corruption within your organization along with broken trust when an organization such as Air France/KLM (which my family was used for decades), compromises the information a customer provides in confidence only to find that one's credit card has been used for activities unbeknown to us by an individual who is supposed to be representing Air France.