The family Meerwijk buys 3 tickets at Air France for flights operated by KLM Royal Dutch Airlines that can be changed free of charge. However, when they try to make a change to the tickets the screen tells them this is not permitted.
Therefore, they call Air France, which tells them they must pay change fees per person. And when they call KLM they hear the same story.
Next, they send an email. The response is that they booked on Air