Riders and deliveries safeguarded through smart routing, safety protocols, and real-time monitoring.
Dubai: Ever wondered how your food arrives on time despite heavy traffic? Delivery riders face tight schedules and crowded streets, but their safety has become a growing concern.
In the first weeks of a new regulation, Dubai Police issued 8,152 fines to riders for improper use of fast lanes. Under the rule, delivery motorcycles are prohibited from the two leftmost lanes on roads with five or more lanes, and from the leftmost lane on roads with three or four lanes. Riders are still allowed to use any lane on smaller roads.
The fines underscore the government’s effort to balance road safety with the efficiency of Dubai’s growing delivery ecosystem. Platforms have adapted their operations to protect riders while maintaining reliable service, using a mix of technology, training, and incentives to keep safety a priority.
Operational measures prioritise rider safety
Delivery assignments are structured to reduce pressure on riders. Orders are allocated based on proximity to restaurants and customer locations, while navigational tools calculate routes using real-time traffic data. Estimated delivery times shown to customers are kept hidden from riders, preventing them from feeling rushed.
A spokesperson from Careem Technologies said, “We design our promised delivery times to be realistic and safety-first. The time shown to Captains is calculated using routes and buffers that assume full compliance with RTA road rules, including speed limits and traffic signals, so Captains are not incentivised to rush.”
Platforms also adapt dynamically to changing conditions. If traffic congestion, high order volumes, or adverse weather occur, delivery expectations are adjusted in real time. Riders are encouraged to log out in unsafe conditions, and systems keep them aware of hazards without forcing them to compromise safety to meet deadlines.
Riders are never penalised for delays beyond their control, and incentives reward compliance with traffic rules rather than speed. In the event of accidents, support is provided through 24/7 operations centres, comprehensive insurance coverage, and coordinated assistance.
Safety embedded in delivery-time management
Customer compensation schemes and delivery guarantees are designed to protect the user experience without putting pressure on riders. Lucas Xie, General Manager of Keeta UAE, explained that compensation mechanisms are not shared with riders, and delays caused by traffic, weather, or merchant preparation are never penalised. Delivery-time estimates are generated from operational data and are not intended as instructions for riders.
“Riders are consistently trained and reminded that no delivery is worth compromising personal safety or breaking traffic laws,” said Lucas Xie.
Earnings and performance ratings are independent of speed, and internal monitoring flags unsafe patterns for intervention before they escalate.
Machine learning and intelligent routing systems further support safe operations by dynamically estimating delivery times based on order volume, rider location, restaurant preparation, and environmental factors. By accounting for these variables, platforms can maintain timely deliveries without encouraging risky riding.
Training, support, and risk mitigation
Riders undergo comprehensive onboarding that combines practical and theoretical safety training. Continuous guidance is provided through in-app updates and newsletters, while collaboration with regulatory authorities reinforces compliance with road-safety standards. Platforms also offer supplementary insurance that goes beyond legal requirements, covering accidents, medical expenses, and income protection. Customer compensation is funded by the platform itself, removing direct pressure on riders to meet strict deadlines.
“If a delivery is delayed, we review the order to understand the underlying cause,” said Yazan Aburaqabeh, Director of Operations at Deliveroo.
When delays are rider-related, the focus is on additional guidance or retraining—such as optimizing use of the Riders App or reinforcing safe delivery practices—rather than penalisation.
Inclement weather or road hazards prompt operational adjustments, including reduced delivery zones, temporary pauses, and clear communication to customers about expected delays. These measures allow riders to prioritise safety without compromising service reliability, striking a balance between consumer expectations and operational integrity.
A maturing urban delivery ecosystem
The recent lane-restriction fines underscore Dubai’s regulatory focus on rider safety within the delivery sector. In response, platforms have implemented layered operational safeguards, combining dynamic routing, realistic ETAs, ongoing training, safety-focused incentives, and comprehensive accident support.
By aligning customer expectations with operational realities, Dubai’s delivery ecosystem shows how urban logistics can scale efficiently without compromising safety. Enforcement, technology, and process management work together to create a framework in which riders are protected, customers receive timely service, and regulators maintain effective oversight.
