In the event of an accident or incident, what is the responsibility of the company?

The Air Company is responsible for any personal injury, injury or death suffered by a passenger provided that the accident occurred on board the aircraft or during any of the embarkation or disembarkation operations, as referred to in Article 17.1 of the Montreal Convention. 

Therefore, passengers must complain to the company, in case it is not resolved, they can go to the courts of law. 

Further information on assistance to victims of a plane crash can be found at the following link: 
 
https://www.mitma.es/aviacion-civil/oficina-de-asistencia-a-victimas-de-accidentes-aereos