In Shimla, Himachal Pradesh, where steep roads meet long stairways and the weather can change without warning, delivering an order from a hub to a customer often involves more than just following a set route. It requires adapting to the terrain.

Delivery partners often park their bikes and continue on foot when it snows, or adjust their pace in torrential rains. Their resourcefulness brings everyday convenience within reach for customers here, from senior citizens and parents to patients, students, and others across the hills. During peak periods, they adapt to rising demand and keep deliveries moving.

Coordination is a must at every level at the Flipkart hub in Shimla to keep this network going strong. Sushant Kumar, the hub in-charge, supervises operations and the people who keep them running smoothly. Wishmasters like Pankaj Chauhan and Sagar navigate the city, its customers and its ever-changing conditions on a daily basis. Their stories show how local knowledge and ingenuity can make access possible for others while creating livelihoods for people who know the city best. This is their story, in their own words.

Sushant Kumar: Leading from the Hub

I am originally from the Bilaspur district in Chhatisgarh, and have been living in Shimla for around seven years. I have spent six of those years with Flipkart.

About a year after starting as a sorter, I moved into business development. From there, I took on roles in team leadership. I also spent around a year and a half in Solan before returning to Shimla.

Every role taught me something new.

Today, I work at a hub with around 60 people, around 45 of whom are Wishmasters. Together, we handle about 2,000 shipments a day across seven PIN codes.

Shimla also poses challenges that are specific to the terrain. Some areas are accessible only on foot during snowstorms. Vehicles go only as far as the roads allow. Then, the Wishmasters walk on with their bags for the rest of the distance.

When snow settles and hardens, even walking can become difficult. I inform the team in case an area is totally inaccessible and figure out what the safest course of action is.

But managing the hub is not just about managing shipments. It is about understanding the people who make those deliveries happen.

Wishmasters are the most important part of the operation. They are the ones who complete the delivery and represent the company at the customer’s doorstep. I have to listen to them, understand what they are dealing with, and support them during challenges.

This job has its pressures, but I try not to pass that onto my team.

To me, leadership is all about building a relationship with the team and listening to them.

I spend most of the day at the hub - my first priority is my team. If someone has a problem, I have to be there for them.

I can't remove every challenge from the job, but I can make sure my team doesn’t have to carry the load alone.

Pankaj Chauhan: Finding My Way Through Shimla

I am 27 years old, and I am from Sirmaur in Himachal Pradesh. My father is a farmer, and my family still lives in the village.

I came to Shimla in 2017 to study and completed my Bachelor of Arts in 2020. I worked part-time during college, taking up both office and field roles. Around four-and-a-half years ago, a friend told me about an opportunity with Flipkart. I joined and have been working here since.

I am the oldest amongst my siblings. Seeing my younger brother and sister, I know I have to support them. And that’s one reason I’m still here.

The work can be demanding. I deliver around 60–70 packages on an average day. Shimla’s steep roads make some routes especially difficult. There are places where we cannot take our bikes all the way, so we park and walk with our bags.

Sometimes we climb two to three hundred stairs to reach a customer. Monkeys and stray dogs are a common sight, and some routes require us to navigate around them. When rain or snow makes riding difficult, we adjust our routes and continue on foot where needed.

Over time, knowing the city and its terrain has become an important part of how we get every delivery to the customer.

I live around 5–6 kilometres from the hub, so I usually ride to work. Once I start my route, though, I walk wherever I need to go. The company also provides raincoats, which help when we have to keep delivering through the rain.

I have come to know the city better as time has gone by. I know the routes, and I have relationships with customers in certain areas. We get there, no matter how far the destination is.

Outside work, I am also preparing for a test and studying whenever I get the time. For now, I am focused on earning a living, supporting my family and doing my work well.

Sagar: A Routine Built Around Customers

I am 34 years old and am originally from Delhi. I first came to Shimla to visit my grandmother. I stayed on, and it has now been around 11–12 years since I made this city my home.

I had considered a few different paths before I started working in delivery. I thought about learning furniture-making from my brother-in-law. I even considered going to Dubai. But I stayed in Shimla and gradually found my way into delivery work. I worked with other delivery companies before eventually joining Flipkart. Over time, this work became a way for me to build a livelihood while continuing to live in Shimla.

After doing this work for many years, I have learned to plan my entire day around my routes. I leave home early, especially because many of my deliveries are for students living in hostels around the University and Summer Hill. I try to reach the girls’ and boys’ hostels before they leave for class. If I miss them in the morning, I may not see them again until the evening.

Knowing the city and my customers makes the work easier. Some students have fixed schedules, especially around their classes. Over time, I have learned when and where I need to be.

Delivering around 100 packages a day is normal for me. On busier days, I can deliver 150 or even 190. During The Big Billion Days, I have delivered 250 packages in a single day. I enjoy working, and I keep pushing myself to do as much as I can.

Once I finish my deliveries, I return home, prepare for the next day, and spend some time with my children. I have two sons, one is six and the other is two-and-a-half. My wife takes care of the children and has always supported me.

Most of what I do is for my children. I have many plans for their future. I want them to study and have a good life.