The big picture: Amazon's drone delivery service is running in Richardson, Texas, but some residents living near the facility say the service has brought steady noise, privacy concerns and limited options for recourse. The dispute offers an early look at the local backlash Amazon could face as it pushes Prime Air into hundreds of additional US communities.
The drones launch from an Amazon distribution center and deliver packages across a 7.5-mile service area. The company says customers can order tens of thousands of items for delivery in as little as 30 minutes. Packages can weigh up to five pounds, and delivery is free on some orders or costs up to $4.99.
Richardson approved the operation last December. Drones can fly between 7 am and 8 pm. Amazon has told residents that its outbound aircraft generally fly about 225 feet above the ground. The Federal Aviation Administration allows them to fly as high as 400 feet.
The program is part of Amazon's wider effort to expand Prime Air. The company said last month that it plans to offer drone delivery in 500 towns and cities by the end of the year. Walmart and other companies also operate delivery drones in parts of the country.
For some residents near the Richardson facility, the main issue is the noise. They say drones pass over their homes throughout the day and can be heard indoors.
"We hear them zoom, zoom, zoom, back and forth from morning until past dinnertime," Nikki Anderson, who lives near an active flight route, told The New York Times. She said the noise is especially noticeable on weekends.
Amazon says complaints about noise represent a small share of customer feedback. Lindsay Hamilton, an Amazon spokeswoman, said the response to the service has been "overwhelmingly positive" and that fewer than 1% of inquiries this year have involved noise. She said the sound is similar to a window fan on low and quieter than a passing car during delivery.
Residents say that description does not match their experience. Some have compared the drones to flying lawn mowers. Others say the frequency of the flights, rather than a single drone, is what makes the service difficult to live with.
Kristi Graham complained to Amazon about drones flying over her backyard, where her family swims and cooks outdoors. She said Amazon changed the route, but the drones then began flying in front of her house. Graham has joined other residents who are trying to raise concerns in cities where Amazon may expand.
Amazon said it has adjusted operations in response to feedback. The company has not said how many route changes it has made in Richardson.
The dispute has also exposed the limits of local control. Richardson can regulate zoning and the location of Amazon's facility, but it does not control the airspace above the city. The FAA approved Amazon's operations and in July determined that commercial delivery drones such as those used by Amazon would not have a "significant impact" on the environment.
Residents have asked Richardson to limit drone operating hours or impose other restrictions. The city has not added further time limits since approving the program.
Scott Bratcher, president of a Homeowners association in one of the affected areas, said the neighborhood has become a major flight route.
"What's happening in Richardson is about to happen all over the country, and people are finally going to believe us that having all these drones flying around is actually a big, big problem," Bratcher said.
Privacy is another concern. Amazon's drones use cameras and sensors to navigate, and some residents question what the devices record while flying over homes and yards. Amazon says images are stored on encrypted drives and are available only to authorized employees. According to the company, the images are used for safety and customer service.
Stephanie Puri, a video game industry researcher, has started tracking drones over her home. She said she counted 52 on what she considered a slow day. Puri said she is uneasy about Amazon's handling of data gathered during flights.
"Amazon hasn't always been the most transparent with how they use and reuse data," she said.
The service has also produced videos of drones dropping packages in the wrong places, including a pool. Other videos have shown crashes and drones stranded in public areas. Amazon says it is continuing to improve the program.
