Swiggy CEO backs Deepinder Goyal's call for better treatment of delivery agents in malls: 'Good for...'

Deepinder Goyal’s call to action came after a personal experience, when he took on the role of a Zomato delivery agent to gain first-hand insights.

Rohit Kapoor, CEO of Swiggy’s Food Marketplace, voiced his support for Zomato CEO Deepinder Goyal, following his public criticism of how malls treat food delivery agents.

Kapoor commended Goyal for highlighting the issue, calling it an essential matter for delivery partners, and applauded the prompt action taken by Ambience Mall management in response.

“This is a very important need for delivery partners, and I’m glad that Deepinder Goyal highlighted it and the Ambience management acted so promptly. Good for the entire ecosystem. I would urge more malls to think of better solutions,” Kapoor stated.

Goyal’s call to action came after a personal experience on, when he took on the role of a Zomato delivery agent to gain first-hand insights. He and his wife, Grecia Munoz, visited Ambience Mall in Gurugram to collect an order from Haldiram’s. Goyal was refused entry by mall security, who directed him to use the service stairs instead of the main entrance. Despite requesting access to a lift, he was instructed to take the stairs, climbing three flights to reach the restaurant.

Sharing his experience on X, Goyal explained, “During my second order, 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.”

During my second order, 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.What do you think? pic.twitter.com/vgccgyH8oE
Deepinder Goyal (@deepigoyal) October 6, 2024

Upon reaching Haldiram’s, Goyal was once again denied access and asked to wait with other delivery agents at the stairs. He spent the time collecting feedback from fellow delivery workers before finally retrieving the order when a security guard temporarily left his post.

Hours after the incident, Ambience Mall responded to Goyal's post, introducing a new “comfortable online food delivery pickup point” for delivery agents. The Zomato CEO thanked the mall owner for the quick resolution, sharing that the mall had also agreed to allow Zomato to deploy “walkers” inside to expedite food collection from restaurants to the new pickup point.

"Thanks, Arjun (owner of Ambience) for noticing my post and taking quick action," Goyal wrote. He also urged other mall owners to implement similar measures or consider alternative solutions to improve the conditions for delivery agents. "I urge all the other mall owners to please do the same, or come up with other innovative solutions which can help our collective customers, our delivery partners, restaurants, delivery aggregators, as well as malls themselves,” he added.