Drone delivery service spreads wings, slowly

Ian Bushnell 6 September 2019 17
Wing drone

A Wing drone over Gungahlin, coming soon to Harrison. Photos: Wing.

Google subsidiary Wing has expanded its Canberra merchant base to 17 businesses as it prepares to extend its drone deliveries to the Gungahlin suburb of Harrison.

The company has been flying deliveries to the Gungahlin suburbs of Crace, Palmerston and Franklin since April, and was boosted in August by an extension granted to its operation to January 2020 by the Department of Infrastructure, Transport, Cities and Regional Development.

At the centre of a political storm over the noise and privacy complaints from its trial in Bonython and amid now vindicated claims that it was operating in a regulatory vacuum, Wing dialled down the whine of its drones and the Federal authorities acknowledged that the technology was in fact aircraft and needed to be regulated as such.

Wing CEO James Burgess, told Region Media in Canberra on Thursday the company welcomed clarity around the regulatory framework and was working with the Department and CASA on this.

“It’s in our interests as well to have proper government regulations on what the operation should look like,” he said. “The experience we’ve had in both Tuggeranong and now the Mitchell area been tremendous for that.”

He said the Department was conducting a review of Wing’s operations that will take them the better part of the rest of the year, and ”we’ll continue to be transparent about the data and our experience”.

Wing appreciated the balance in the authorities’ approach to drone deliveries.

“The balance that we see is good – the Commonwealth is looking at how this framework should be in place and what the regulations should be but also being mindful that they still want technology to develop in a positive way and still have an incentive for companies to invest in Australia.”

But beyond Harrison, Wing did not have any hard plans to expand on the four Gungahlin suburbs it is approved to fly over.

“We’re looking at bringing on community members in Harrison in the next few weeks, we’ll see how that goes and if that’s positive and working well on our side as well as CASA and the Department, we’ll look at what future steps will be,” Mr Burgess said.

Wing had conducted extensive outreach in Gungahlin and the modified drones had not attracted the antagonism that was so prominent in the south. The only negative feedback had come from the raised expectations of people who had gotten used to five-minute deliveries who thought seven minutes was too long.

The 17 merchants included a range of food, hardware, sporting and other products, and in August Wing added online clothing company The Iconic to its offering.

It now had about a dozen full-time employees, including customer service roles, packers and drone pilots, with about 10 to 15 drones deployed on a weekday.

But Mr Burgess would not reveal how many deliveries a week Wing was making.

The Mitchell base, where stock and drones are warehoused, was still being fitted out but would eventually house offices, operations staff, aircraft and the facilities to operate them.

Pure Gelato’s Zoltan Tolgyesi: “It’s been a very positive ride for us.”

Mitchell’s Pure Gelato is coming up to a second summer with Wing and after early apprehension about the service is enjoying the ride.

Owner Zoltan Tolgyesi said he had initially been sceptical but his young staff had encouraged him to become involved.

His first fear had been for the product, especially in a Canberra summer, but that had been quickly allayed.

“It’s been a very positive ride for us,” Mr Tolgyesi said. “The integrity of the gelato, I’ve not had any feedback to say that it’s melted.”

He said the relationship had increased his customer base and promoted the product, and he was glad Wing was taking it slowly.

Mr Burgess said Wing was careful to not over-extend or scale up too quickly, as well as not upset the community.

“It is still early days in this industry and Wing is one of the few that fly in suburban places above people’s houses and we are very sensitive that that will take some getting used to and that we have to do our part to make it acceptable,” he said.

But while the company is focused on single residential homes, eventually it hopes to be able to service the apartment market.

“We’re really interested in how we can make this technology work for all residents at every density level,” Mr Burgess said.

“As we go beyond these first four suburbs, and look at the potential to go into more areas of Gungahlin where there are apartment buildings and eventually high-rises, we think there are solutions for that but it’s a ways off still. We want to make sure were very successful in this first application.”

He said Canberra was leading the world in drone adoption, with Wing starting operations in Finland, and soon a pilot program in the US in Virginia.

“What we’re doing here is the most advanced delivery of its kind in the world and even our other operations in other countries are behind where Canberra is, and what we’re learning and developing here on the drone side but also the operations and team side, we’re being able to take that and those lessons to these other operations,” Mr Burgess said.

“Regulators in other countries ask us almost every other week, how’s it going in Canberra, what does the community think, is everything comfortable?”

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17 Responses to Drone delivery service spreads wings, slowly
Rollersk8r Rollersk8r 11:00 am 19 Sep 19

Coffee delivery by drone is an interesting proof of concept – but also absolutely ridiculous! Imagine going back in time 20 years; explaining coffee is the ultimate everyday luxury and status symbol; so much so that a little aircraft will bring it to your house. And all your neighbours will know YOU HAVE COFFEE.

    Maya123 Maya123 11:32 am 19 Sep 19

    “And all your neighbours will know YOU HAVE COFFEE.”

    LOL and think so much less of you for being such a wasteful person and not wanting to be a good neighbour.

Capital Retro Capital Retro 8:48 am 19 Sep 19

Bendy Burns, I would think twice about “Get out U double barrell shot gun an bring it down” suggestion.


theberra theberra 7:03 am 19 Sep 19

I have reservations about the use of delivery drones due to both noise and privacy. the drones are fitted with cameras to assist with the navigation which peer into the backyards and streets they fly over. our children love playing nude under the sprinkler (tank water) in summer and I don’t like the idea of them being filmed from above.
The best way to see the demise of this service is to either simply not use it or boycott the stores that are.

Maya123 Maya123 1:42 am 19 Sep 19

The height of decadence. The technology to order a coffee in a cup and other packaging that will end up in landfill. Or a burger in more packaging. Wow, technology has descended so far! (And noisily into the suburbs.) It also shows how many selfish people are out there that would use this business and upset their neighbours.

For emergency supplies such as medicine fine, but I wonder what the percentage of medicine deliveries are against coffee and burger deliveries. Besides, medicine can’t be delivered without a script.

Louise Anne Louise Anne 10:38 pm 18 Sep 19

The WING feedback advice on the Transport website is incorrect. One link to Air Services Aust results in a “not us, we can’t help you” letter; the other link to “Aviation Complaints” refers you back to ASA (who can’t help you); and the ACCESS CBR site refers you to CASA (who don’t have noise responsibility). No wonder there are few complaints registered. And the fourth option is to complain to WING..which doesn’t instil much faith. No feedback options...

Darron Marks Darron Marks 9:06 am 08 Sep 19

The Gungahlin Community council is working with Wing and the ACT Territory and Federal government to help gather any questions the community might have about the project.

If you live in Gungahlin and have any questions we can provide to Wing or the various government agencies please contact the GCC at info@gcc.asn.au

    Brett Goyne Brett Goyne 6:13 pm 19 Sep 19

    Darron Marks yes, big question, can Wing please leave?

Amy LD Amy LD 4:40 pm 07 Sep 19

It is the most annoying thing ever. Buzzing over Crace every Saturday morning. If I knew how to get it out of the sky I would.

Brett Goyne Brett Goyne 2:15 pm 07 Sep 19

Wing have an application in with CASA to commence drone flight to all of Gunghalin, Belconnen and parts of North Canberra.

Did they ask anyone if we want that?

Paul Morrice Paul Morrice 6:35 pm 06 Sep 19

Another Google company to dodge paying its tax obligations in Australia.

MERC600 MERC600 4:47 pm 06 Sep 19

I’m still a little puzzled on how it all works. So if you want a gelato or a volkswagon engine delivered, does the drone land at the gelato/VW shop, then takes off to your joint, or do the gelato/VW shop drop their goodies to the aerodrome , or whatever its called.

Andrea Wild Andrea Wild 2:24 pm 06 Sep 19

It’s fake news that Wing’s operations have not attracted negative feedback in Gungahlin. Its drones are still making a loud, irritating whine which is audible and awful even when deliveries take place on the other side of the suburb hundreds of metres away. How disheartening it is to see here a focus on things like the impacts of drone delivery on gelato when we are STILL WAITING for a study on the impacts of drone delivery on birdlife in Gungahlin’s suburbs and nature reserves!

    Grimm Grimm 2:54 pm 06 Sep 19

    You mean all the birdlife and other wildlife that was there before the land was cleared and all these suburbs built? Amazing how a blind eye is turned to that, but drones are the real problem.

    Andrea Wild Andrea Wild 8:01 am 07 Sep 19

    It is sad that we have lost the grassy woodlands that used to be here. Fortunately, there are ways to live more sustainably in our suburbs, but in order to do so we need the government and businesses like Wing to pay attention to impacts on biodiversity.

    Ken Williams Ken Williams 8:41 am 07 Sep 19

    @Grimm, or the cat containment areas in new suburbs. Nothing for the cats to catch with the land cleared.

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