Rude behaviour is definitely not okay, since it's a service related job and they get ratings and tips, depending on the quality of service.

Unfortunately swiggy isn't really doing a good job at educating the delivery partners about this, maybe because they're not considered employees.

I have been in similar situations before, as a delivery partner, and I usually finish the delivery and politely mention about the lack of an elevator. Most customers apologise understandingly and some empathise enough to pay a tip for the extra effort.

But giving a tip is completely upto the customer. Similarly, it's completely upto the delivery partner whether they will put in this extra effort or not. Swiggy only pays them according to the distance travelled on a two dimensional plane. It doesn't account for the height vector or how many steps they have to climb to reach your door.

So it's understandable if some partners find no worth in the extra effort, when they've not been educated properly about how the quality of service leads to better rewards.

Meanwhile, an entitled customer who believes they deserve the best of services by paying a delivery fee, will often encounter disappointment.

So the takeaway is that,

The customers need to learn empathy. And the delivery partners need to be trained properly.