The story of Amazon Air demonstrates the lengths the company will go to keep its promise to customers and maintain its retail dominance.
Amazon’s disruptive mindset didn’t sit well with everyone. The Amazon Air team had wide latitude to change flight schedules based on factors like demand, aircraft and crew availability, the location of cargo, and how full they could get the planes. In the early days, employees adjusted schedules on a monthly basis—more frequently than was industry standard.
“Amazon knew the airlines were working with this big juggernaut and wanted to do whatever they could to make us happy—at the sacrifice of pilot morale,” says the same employee. The tensions came to a head two days before Thanksgiving. Early that morning, an Amazon employee was brushing his teeth when he glanced down at his phone. “I started to see this flood of emails come in: Flight canceled. Flight canceled. Flight canceled.” A group of pilots for ABX Air, a subsidiary of ATSG, had landed in Dallas around 2 am, deplaned, and instead of continuing on, told the ground crew they were leaving, according to another former employee.
Ruffin was pushed out of the company in 2017, although those who spoke to WIRED agreed that his departure was unrelated to the team’s performance. Several former employees heard that his temper had gotten the better of him one too many times. Ruffin did not respond to requests for comment, and Amazon did not comment on his departure.Video: Spencer Lowell; Jacqui VanLiew
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