Goyal Claims Only 0.1% Miscreants Behind Strike, Defends Quick Commerce Model

Zomato CEO Deepinder Goyal defended the company's 10-minute delivery model amid gig worker protests, claiming that only a small fraction of delivery partners participated in strike-related disruptions. The platforms processed 75.00 lakh orders despite nationwide strike calls from gig worker unions demanding better working conditions and scrapping of quick delivery promises.

Record Performance Despite Strike Calls

Zomato and Blinkit delivered their highest-ever order volumes on December 31, serving over 63.00 lakh customers through more than 4.50 lakh delivery partners. Goyal emphasized that these record deliveries were completed without additional incentives beyond standard New Year's Eve payouts.

Claims About Strike Disruption

Goyal claimed that most delivery partners did not want to participate in the strike, alleging that only a "0.1%" group of miscreants created disruption on New Year's Day. According to him, these individuals were illegally snatching parcels from riders who wished to continue working, assaulting them, and threatening to damage their bikes, prompting local law enforcement intervention.

Goyal alleged that the troublemakers were largely riders previously terminated from the platform for repeated abuse and fraud, including impersonation, food theft, and absconding with customer cash. He suggested these former partners were trying to pressure the company into reinstating them and were "perhaps being supported and instigated by politically motivated individuals" seeking media attention through chaos.

Defense of 10-Minute Delivery Model

Addressing concerns around quick delivery promises, Goyal explained that Blinkit's delivery timelines are driven by store density and system design rather than speed pressure on delivery partners. He clarified that delivery partners do not have visibility into customer-facing delivery timelines on their apps.

Goyal stated that after order placement on Blinkit, items are picked and packed within 2.50 minutes, followed by delivery partners driving an average distance of under 2.00 km in approximately 8.00 minutes at an average speed of 15.00 kmph. He acknowledged why people assume 10-minute delivery involves unsafe driving but argued the reality lies in system design complexity, not speed pressure.

Response to Exploitation Claims

While acknowledging that "no system is perfect," Goyal maintained that the situation is being misrepresented on social media by people who do not understand platform operations. He urged people to speak directly with delivery partners to understand why "millions of Indians voluntarily take up platform work and sometimes even prefer it to regular jobs."

The Indian Federation of App-based Transport Workers (IFAT) claimed over 2.00 lakh delivery workers participated in protests across platforms, demanding better pay, safer working conditions, transparency in incentives, and access to social security benefits. Platforms maintained that New Year's Eve operations remained largely unaffected, while gig worker unions stated their demands remain unresolved.