Zomato CEO Addresses Access Issues for Delivery Agents at Gurugram Mall

GURUGRAM: After sharing his challenging experience of being denied access to the main entrance and lift at Gurugram’s Ambience Mall while acting as a Zomato delivery agent, CEO Deepinder Goyal announced that the mall has responded promptly to the situation.

In a post on X, Goyal revealed that Ambience Mall has established a designated online food delivery pick-up point for all delivery partners. This initiative aims to streamline the process for delivery agents and enhance their experience while working in busy commercial environments.

“Ambience Mall has already responded to the situation, creating a comfortable online food delivery pick-up point for all delivery partners,” Goyal stated. He expressed gratitude towards Arjun, the mall’s owner, for acknowledging his post and taking immediate action.

Additionally, Goyal mentioned that the mall has agreed to allow the deployment of ‘walkers’—designated personnel who will assist in quickly transporting food from restaurants to the designated pick-up points, thereby facilitating smoother handovers to delivery partners.

In his post, Goyal urged other mall owners to implement similar measures or devise innovative solutions that benefit not only delivery agents but also restaurants, delivery aggregators, and the malls themselves. “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,” he noted.

Goyal, alongside his wife Grecia Munoz, took on the role of a Zomato delivery agent to gain insight into the everyday challenges faced by delivery personnel. His experience highlighted the need for collaboration between malls and delivery platforms to foster a more accommodating environment for delivery agents.

In a video documenting his day as a delivery agent, Goyal stressed the importance of creating a humane and efficient ecosystem for those working in the delivery sector, advocating for improved access and conditions that enable seamless service.