A Mumbai resident’s account of a seamless food delivery experience involving a wheelchair-using delivery partner has drawn widespread praise for Zomato’s inclusive operational design.
In a detailed LinkedIn post, the customer recounted that after placing an order on the platform, she received an automated call explaining that her assigned delivery executive was a person with a disability. The system then asked if she was comfortable continuing with the order or preferred reassignment.
“The process was smooth, timely, and designed to ensure accessibility for everyone involved,” she wrote, noting that the automated step itself reflected careful planning and awareness.
The woman chose to proceed and soon received a personal call from the delivery partner, who informed her that he used a wheelchair and politely requested if she could collect the order from the ground floor. She described the interaction as “warm, respectful, and effortless,” adding that the entire delivery was completed without any difficulty.
“What stood out was how well the system worked. The order arrived on time. The communication was clear. The experience was seamless,” she said.
She went on to highlight that true inclusion lay in the way accessibility had been built into Zomato’s everyday operations rather than being treated as an exception. “This is what thoughtful inclusion looks like — accessibility integrated into daily workflows. No extraordinary measures, just intelligent design that supports both the customer and the delivery partner,” she observed.
The customer commended the company for creating a model that not only enabled individuals with disabilities to work independently but also ensured service reliability for users. “Zomato’s approach here is a fine example of inclusive efficiency — a process that maintains dignity, clarity, and timeliness for all parties involved,” she added.
Her post soon attracted significant engagement on social media, with many users applauding the firm’s approach to diversity and inclusion.
One commenter wrote, “Love places where diversity and inclusion are not just taglines but part of the culture.”
Another remarked, “This shows inclusive design in practice — built into every step to uphold dignity and accessibility. Zomato demonstrates that designing for everyone from the outset leads to efficient, empathetic systems that benefit all. Kudos to the team for setting such a standard.”
A third user shared a similar experience, saying, “I recently had a remarkable delivery handled by a partner who used a wheelchair. I was impressed not only by Zomato’s inclusivity but also by the delivery professional’s dedication and composure while working in varied conditions — from unpredictable weather to difficult routes and occasionally demanding customers.”
Another user identifying as a person with a disability also expressed appreciation, commenting, “As a PWD myself, I truly value Zomato’s thoughtful approach. It’s inspiring to see inclusion seamlessly embedded into everyday operations, ensuring dignity, respect, and efficiency for both customers and delivery partners.”
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