Zomato CEO Defends 10-Minute Delivery Model Amid New Year’s Eve Gig Worker Strike

Despite a nationwide strike by gig workers on New Year’s Eve, Zomato and Blinkit hit a record 75 lakh orders as CEO rejects “exploitation” claims.

January 2, 2026: Deepinder Goyal, founder and CEO of Eternal (the parent company of Zomato and Blinkit), has strongly pushed back against critics of the “10-minute delivery” model, following a nationwide strike by a section of gig workers on New Year’s Eve.

Goyal took to X (formerly Twitter) on Thursday to clarify that the rapid delivery promise is a result of logistical “system design” rather than pressure on riders to speed. His comments come at a time of heightened tension between platform companies and gig worker unions demanding better pay and improved working conditions.

“It’s Science, Not Speed”

Addressing the widespread concern that ultra-fast deliveries endanger lives, Goyal explained the backend operations that make the 10-minute window possible for Blinkit:

Store Density: The promise is enabled by a high concentration of “dark stores” near residential hubs.
The 2.5-Minute Rule: Once an order is placed, items are picked and packed within 2.5 minutes.
The 15kmph Average: Riders typically travel less than 2 kilometers in roughly 8 minutes, averaging a speed of only 15kmph.
No “Timer” Pressure: Goyal revealed that delivery partners do not even have a timer on their app indicating the original time promised to the customer.

“I understand why everybody thinks 10 minutes must be risking lives… it is indeed hard to imagine the sheer complexity of the system design which enables quick deliveries,” Goyal wrote.

Record Numbers Amid Strike Calls

The statement followed a call for a nationwide strike on December 31, 2025, by groups like the Indian Federation of App-based Transport Workers (IFAT) and the Telangana Gig and Platform Workers Union. The unions demanded the withdrawal of the 10-minute model, citing “unsafe delivery targets” and “declining earnings.”

Despite these calls, Goyal reported that Zomato and Blinkit achieved an all-time high of 75 lakh (7.5 million) orders on New Year’s Eve.

Total Partners: Over 4.5 lakh delivery partners remained active.
Total Customers: Over 63 lakh customers were served.
“0.1% Miscreants”: Goyal alleged that the majority of partners wanted to work but faced intimidation from a small group of “miscreants”—largely former riders terminated for fraud—who allegedly snatched parcels and threatened those on duty.

A Defense of the Gig Economy

Countering the narrative of “exploitation,” Goyal urged customers to “JUST ASK” their delivery partners why they choose platform work. He argued that many prefer the flexibility of the gig economy over regular jobs and that the system is one of India’s largest “organized job creation engines.”

“If a system were fundamentally unfair, it would not consistently attract and retain so many people,” Goyal stated, while acknowledging that “no system is perfect” and the company remains open to making improvements.

Disha Rojhe