Overview

• Anjali Kelkar's LinkedIn post detailed the plight of an Urban Company masseuse, Nisa, who arrived late, distressed, and had not eaten due to back-to-back bookings.
• Kelkar revealed that Urban Company workers face rigid policies, including penalties for declining or canceling appointments, and lack mandatory time buffers between jobs.
• The masseuse disclosed physical strain from carrying heavy equipment, with Nisa recently diagnosed with a hernia, exacerbating concerns about worker health and safety.
• Urban Company issued a public response acknowledging the issues, thanking Kelkar for her compassion, and committing to improve booking, scheduling, and support systems.
• Details of the promised reforms are yet to be announced, but the incident has sparked broader discussions on gig worker welfare and corporate accountability.