Is my report correct?

"What would you do if a passenger felt unwell?" As a Cabin Crew member I have been asked this question.

Here is my answer, can you check if it is grammatically correct?

"First of all I would ask him what the metter is and I would try to calm him down, assuring him that everything will be all right. Then I would do my best to help him, but if the situation were quite serious I would immediately ask if there is a doctor among the passengers who could help us understand the situation better and whether the passenger needs to be rushed to hospital.
If the circumstances forced us to take him to hospital I would ask the commander to divert, if it were possible, to the nearest airport, so that, once we have landed, the passenger would be treated properly."

That is my answer. Some native speakers (I'm italian) told me to use the past tense in these sentences:
-"...ask him what the matter was";
-"...ask if there was a doctor";

And then, they also told me to say "everything would be all right", instead of "everything will be all right".

Well, what do I have to do? Is my report grammatically correct or not? Do I have to use the past tense in those sentences or Can I leave them as they are?

If I left the present tense, would it be grammatically incorrect?