"He said there was no broadcast or signal requiring passengers to fasten their seatbelts before the turbulence, which started very suddenly."
This is what got my attention. We have a policy of when the seat belt sign is on our china dolls in high heels walk up and down the cabin telling big rugby players to immediately put their seatbelt on for safety. If it is unsafe for one it is unsafe for all, every one should be seated.
The quote from the pax also highlights the blame game or litigation environment we now find ourselves in.
It is no longer about getting the job done but rather about Cover Your Ass.