Zomato CEO Deepinder Goyal took on the role of a delivery agent for a day, and his experience at a Gurugram mall shed light on the challenges faced by delivery partners. On Saturday, Goyal, dressed as a Zomato delivery agent, attempted to collect an order from Haldiram’s at Ambience Mall but encountered several obstacles that highlighted the need for better working conditions for delivery personnel.
Encountering Barriers at Ambience Mall
Upon arrival, Goyal was initially denied entry to the mall. Security personnel directed him to use the service stairs instead of the main entrance. When he inquired about using a lift, he was told it was not available for delivery partners, prompting him to climb three flights of stairs to reach the eatery.
In his post on X, Goyal shared, “I realised that we need to work with malls more closely to improve working conditions for all delivery partners. And malls also need to be more humane to delivery partners.”
Gathering Insights with Fellow Delivery Partners
After reaching Haldiram’s, Goyal was once again met with resistance, as he was instructed to wait at the stairs with other delivery partners instead of being allowed to enter the restaurant. During this time, he engaged with his fellow delivery agents, collecting valuable feedback about their experiences.
Goyal’s persistence paid off when he finally managed to enter the eatery after a security guard took a break, allowing him to retrieve his food order for delivery.
A Call for Change
Deepinder Goyal’s experience emphasises the importance of collaboration between delivery companies, malls, and restaurants to ensure that delivery partners are treated with dignity and respect. His day as a delivery agent serves as a reminder of the ongoing challenges faced by those who work behind the scenes in the gig economy, advocating for a more humane approach to their treatment.
