In the midst of the UAE’s blistering summer, where temperatures often soar above 45°C, residents are calling for improved treatment of delivery riders. Reports of poor conditions and mistreatment have led to demands for more empathy from restaurants, cafes, and other businesses towards these essential workers.
Hassan Al Zahir, a UAE national living in Nad Al Sheba, witnessed a restaurant waiter instructing delivery riders to wait outside without any valid reason. He recounted, “It was obvious to me that they were not bothering anyone. The restaurant had no shaded areas outside to wait in. It would not have affected them in any way if the riders stood inside for 15 minutes. A bit of compassion will not harm anyone.”
Similarly, Emma John, an American expat residing in Silicon Oasis, described an incident where a tired rider was denied basic amenities like water and restroom access while waiting for an order. “It is clear these riders are not always treated with respect. Restaurants and institutions need to understand that they are a vital part of their business, and even before that, they are human,” she emphasized.
Indian expat Mohamed Salim, a resident of Al Quoz, saw a similar situation at his neighborhood supermarket, which had a sign reading “Delivery riders wait outside.” He expressed his disappointment: “These riders work tirelessly to deliver our orders, often in extreme heat. The least we can do is provide them with a comfortable space to rest for a few minutes.”
Two delivery riders shared their experiences with Khaleej Times, highlighting the varying treatment they receive. One rider, Ali (name changed by request), remarked, “Some places can be kind and even offer us snacks, which is appreciated, especially in the scorching summer heat. But others can be rude.” He noted that such encounters, though not common, significantly impact him, especially during long work hours. “Even a kind word can go a long way,” he added.
Another rider pointed out the importance of a cool place to rest, particularly during summer. “A cool place to rest for a minute can make a big difference when you’ve been riding around in the sun all day. But you never know what to expect; the treatment can vary widely between different establishments,” he explained.
Residents have shown their support on social media, sharing acts of kindness towards delivery riders. Many have left cold water and small treats outside their homes with encouraging signs. Online discussions have also led to innovative suggestions, such as adding a surcharge for deliveries during peak hours to compensate riders for working in intense heat. One Instagram user commented, “Nice work. May we also suggest that you add a Dh25 surcharge for orders delivered between 11 am to 4 pm. This is so that the drivers or riders get the extra surcharge for their pain. If people don’t like paying extra, don’t order during those hours and subject the riders to the heat.”
Respect Pledge
In response to these concerns, delivery platform Deliveroo has launched the “Respect Pledge” initiative in the UAE. The pledge outlines principles aimed at improving the treatment of delivery riders and enhancing the delivery ecosystem. Anis Harb, General Manager of Deliveroo Middle East, explained that the pledge’s key principles include treating everyone with respect, promoting professionalism, ensuring open communication, facilitating access to facilities, and striving for operational excellence.
Harb highlighted that the initiative was driven by a commitment to improving rider welfare, especially during the challenging summer months. He noted that the Respect Pledge represents a significant advancement in the industry, aiming to elevate operational standards and foster mutual respect. “This year we’ve brought back annual summer initiatives like rest areas at Roo Buses, Editions sites (delivery-only kitchens) and Hop sites (delivery-only grocery stores), refreshments distribution, as well as investments in our rider kits, and the organisation of seasonal rider events,” he said.
Nearly 40 establishments signed up shortly after the launch. Rider surveys, metrics like delivery efficiency, and partner feedback will gauge the Respect Pledge’s impact and consider expanding the initiative to become an industry standard.
Steve Flawith, Founder and CEO of Yolk Brands, expressed support for the initiative. “Delivery riders have been integral to our growth, and we’ve always considered them part of the Yolk Brands family. We applaud Deliveroo for launching the Respect Pledge and hope it leads to improved conditions for these riders, who are the backbone of the industry,” he said. Flawith emphasized Yolk Brands’ proactive efforts in providing dedicated rest areas with amenities like water and sanitation facilities for riders at all Pickl stores. “We have always tried to lead by example and that’s why every Pickl store has a ‘Riders Area’ where they can get out of the heat, rest, grab some water, and sanitise their equipment before picking up their order. Hopefully, more brands will follow suit and begin to treat riders with the respect they deserve.”