A heartwarming story is circulating online about Zomato’s commitment to inclusivity. A woman in Mumbai shared her experience on LinkedIn with a delivery partner who uses a wheelchair, and the post has garnered significant praise for the food delivery giant’s thoughtful approach.
According to the post, after placing an order, the woman received an automated call informing her that her assigned delivery partner had a disability. The system kindly asked if she was comfortable proceeding or if she would prefer an alternate rider. Opting to continue, she later received a personal call from the delivery partner.
He informed her about his use of a wheelchair and politely requested if she could collect the order downstairs. The woman described the interaction as “warm, respectful, and effortless,” emphasizing that the entire experience, from ordering to delivery, was seamless.
“What stood out was how well the system worked. The order arrived on time. The communication was clear. The experience was seamless,” she wrote.
She further elaborated, “This is what thoughtful inclusion looks like, where accessibility is integrated into everyday operations. No special effort, just smart design that supports both the customer and the delivery partner.” She lauded Zomato for creating a process that not only provides employment opportunities for people with disabilities but also ensures an efficient service for its customers.
Zomato’s model has been hailed as a prime example of “inclusive efficiency,” a process that upholds dignity, clarity, and timeliness for all involved.
Social media users flooded the post with positive comments, celebrating Zomato’s dedication to diversity and inclusion.
One user commented, “Love places where diversity and inclusion are not just taglines but part of the culture.” Another added, “This is a strong example of inclusive design in action, seamlessly built into every step to preserve dignity and accessibility. Zomato shows how designing for everyone from the start creates efficient, empathetic systems that benefit all. Kudos to the team for setting such a powerful standard.”
Another user shared a similar experience, stating, “I recently had a remarkable experience where my order was delivered by a delivery partner using a wheelchair. What truly amazed me was not only Zomato’s commitment to inclusivity, but also the individual’s dedication and professionalism in a role that demands working in diverse conditions — from unpredictable weather to challenging roads, and at times, difficult customers.”
A user who identifies as a person with a disability also expressed their appreciation: “As a PWD myself, I truly appreciate Zomato’s thoughtful approach. It’s inspiring to see inclusion built seamlessly into everyday operations, ensuring dignity, respect, and efficiency for both customers and delivery partners.”