Just days before the Diwali celebrations, Swiggy and Zomato—the two biggest food delivery platforms in India—have both raised their platform fees to ₹10 per order. This unexpected move has sparked outrage among customers, many of whom are already dealing with rising prices for vegetables, groceries, and food items.
Zomato’s fee increase came on October 23, while Swiggy followed suit a day later, adding to the frustration of users who now have to pay more for each order, irrespective of any subscription memberships like Zomato Gold. The timing of these price hikes, just before one of India’s biggest festivals, has left customers feeling the pinch.
Customer Backlash: Social Media Flooded with Complaints
The simultaneous fee hikes have not gone down well with users, many of whom took to social media to voice their frustrations. A flood of complaints emerged on X (formerly Twitter), with one user expressing how vegetable and food prices were already at an all-time high, and the platform fees have added another burden. The user also pointed out that Swiggy charges for delivery, packaging, GST, and now an additional platform fee, urging others to join the movement to #CancelSwiggy.
Meanwhile, popular fin-fluencer Ravisutanjani shared his dismay by tracing how food delivery services began with free delivery and are now inundated with charges. His post on X highlighted the ever-growing list of fees that users must pay, including the new platform fee, further frustrating customers.
From Free Delivery to Multiple Fees: A Growing Trend
Both Swiggy and Zomato, once known for offering free delivery and discounts, have steadily increased their fees over the past year. Zomato introduced its platform fee in August 2023 at ₹2 per order, which then increased to ₹4 by January 2024, and is now at ₹10. Swiggy, which previously charged ₹6 for platform fees, has now matched Zomato’s hike to ₹10.
What’s more concerning for customers is that these charges are non-negotiable. Whether or not users subscribe to premium memberships like Zomato Gold, the platform fees apply to all, leaving little room for cost-saving opportunities during the festive season.
Conclusion: A Festive Letdown for Food Delivery Users
The festive season is typically a time for indulgence and convenience, with customers relying on food delivery services to meet their needs. However, the simultaneous fee hikes by Swiggy and Zomato have dampened the festive spirit for many. As users contend with rising costs across the board, these platform fee increases have added an extra financial burden that has left customers feeling disillusioned.
