Three Days in the Life of a Chennai Delivery Partner
The journey began with a startling alarm at 7 AM on my first day as a delivery partner. "ACCEPT NEW ORDER" flashed across my screen just seconds after opening the app. My fingers fumbled to silence the blaring siren, but it refused to mute. With only two options—accept or deny—I chose to reject and immediately lost Rs 50 before delivering my first meal. Thus began my immersion into Chennai's massive workforce of 30 lakh delivery partners, having signed up with Swiggy, Zomato, and BlinkIt. I quickly learned how choice evaporates upon login, with my wallet already showing Rs -50.
The Relentless Pace of Delivery
Within seconds, the alarm returned, and I accepted the next order out of fear of further penalties. The restaurant details appeared, but customer information remained hidden. I navigated to a restaurant in Anna Nagar, picking up two pongals, one dosa, and three idlis. Glancing at the bill, I realized I hadn't eaten breakfast myself. Another alarm interrupted, directing me to the customer, who received the order with a smile within 20 minutes. Immediately, another notification arrived: "Order delayed, head to the restaurant for pickup." Racing through streets filled with anxiety, I successfully delivered the second order.
Throughout the day, I shuffled between restaurants, sometimes collecting two orders from the same location for different destinations. The app dictated the pace and routes, leaving no room for decline. In between, I was dispatched to Instamart warehouses, where deliveries are timed to the minute. The chaos was overwhelming—people shouting, store pickers rushing, delivery partners yelling for QR codes. Amidst the noise, I missed a one-minute pickup timer, freezing until a fellow partner guided me. Moments later, I carried a bag containing just an Eno and a toothbrush, wondering about the effort expended for such small items.
Navigating App Algorithms and Zones
By the second day, the alarms no longer startled me. I opened Zomato mechanically, hoping for shorter distances. The first order—two ghee podi idlis and one masala rava dosa from Kilpauk—came without viewable customer details until pickup. The destination was KK Nagar, 6 km away. Despite traffic, I delivered on time but received no tip. Swiggy confined me to my assigned Anna Nagar zone, forcing returns before new orders. Zomato, however, pushed deliveries farther out. When assigned an order from Vadapalani, I declined due to distance, triggering a 15-minute countdown. Within five minutes, the app notified me that no partner was available, instructing me to proceed. With no time for lunch, I gulped water and headed to collect one chicken dum biryani.
Systemic Pressures and Language Barriers
Previously frustrated by delivery partners' reckless riding, I now understood the urgency imposed by apps. IVR calls questioning delays, chimes for slow pickups, and notifications created constant anxiety. I found myself speeding, cutting through traffic, and evading police as if on-time delivery was paramount. At warehouses, partners joked about placing their own orders to mark attendance, while others spoke of traveling long distances and completing over 10 orders only to find unpaid incentives. Some mentioned losing pay for failing to meet shift quotas.
When I called partner support for help, I selected Tamil but was connected to an executive speaking Hindi. Though I understand Hindi, I responded in Tamil. She switched to perfect English, asking condescendingly, "What is this? Tamil or Telugu? Do you know English?" Other delivery partners confirmed similar experiences, often having to insist on English communication.
Customer Interactions and Safety Concerns
Most customers I encountered were women, who often came down to collect orders themselves, appearing pleased. Men, usually waiting at doorsteps, seemed surprised to see me; two tipped Rs 20. I navigated gated communities' security protocols and climbed stairs in buildings without lifts. As evenings fell, apps sent me into narrow lanes and isolated stretches, raising safety concerns. I developed a strategy: calling ahead to ensure a woman would collect the order and parking my scooter at a distance for a quick getaway if needed. In one instance, a customer hesitated irritably when asked to come down but eventually collected his chicken sausage—my last order.
The Economics of Delivery Work
Zomato allows three consecutive declines without penalty, while Swiggy deducts money immediately for any denial. I mostly delivered orders back-to-back, with only a 10-minute app-assigned break. Although partners are assigned a 5 km zone, apps frequently force travel up to 16 km. Despite apps advertising free delivery, partners earn based on bill amounts and must work prime shifts—morning and lunch—completing at least eight orders regardless of distance. Failure results in loss of pay, highlighting the precarious nature of gig work.
