Three days before Christmas 2022, Amazon Prime Air was set to deliver its first commercial package by drone to a residential customer in Lockeford, California. It was supposed to be a celebration, a culmination of tens of thousands of test flights, years of dealing with Federal Aviation Administration paperwork, a decade of development, and $2 billion of investment. Early that morning, about 40 people--including FAA officials, Amazon engineers, public relations staff, and Prime Air chief pilot Jim Mullin--waited outside a steel frame warehouse on a flat, 20-acre parcel of land flanked by vineyards. Inside the warehouse, a flight crew had loaded the drone--a six-propeller, roughly 80-pound carbon-fiber MK27-2--with a lithium-ion battery and a box containing an Exploding Kittens card game. But when the operator in charge tried to load the flight package, the software wouldn't boot up, says a former employee who asked to remain anonymous out of fear of retaliation: "That's when panic started to set in, and the higher-ups went into war-room mode."