Hello,
I am looking for help from those with KLM knowledge regarding changes to flights when someone is in hospital.

My parents were visiting The Netherlands from South Africa, and my mother unfortunately broke her hip and had to go to hospital. They were due to fly back to SA on the 12th Sep (in Business Class) but changed their flights to 2nd October and was charged €1700 per person to change their flights despite having a medical certificate stating it was impossible for her to fly.

she has unfortunately had an infection in the wound and had to go to ICU, meaning they will now have to stay for another 4 weeks at least. So they will need to change their again. My father briefly spoke to someone online who suggested it would again be at least €800 per person to change it again.

surely KLM are able to change flights without charge for medical reasons? For example, I am UK based and fly BA. I was planning on visiting when the injury happened so wanted to come a couple days early. As a Gold Exec member, BA waived all charges to change my flight to get to the hospital, and said if I wasn’t Gold, they would just need a medical certificate and all costs would be waived. Why does KLM keep charging my parents?