LimeBike  
2121 South El Camino Real, Suite B-100 
San Mateo, CA 94403 
 
City of San Diego 
200 C. Street 
San Diego, CA 92101 
 
March 12, 2018 
 
Subject: L
​ imeBike Service Update for San Diego 
 
To:  
Mayor Kevin Faulconer 
San Diego City Council 
 
 
Over the past three weeks, the LimeBike team has been honored to serve San Diego 
with the initial success of our dock-free bikeshare program. Since launching as the 
first market with all three of our LimeBike products - regular pedal bikes, Lime-E 
electric-assist bikes, and Lime-S electric scooters - LimeBike has helped more than 
21,000 individuals take more than 55,000 trips within the City of San Diego. In 
LimeBike’s tenure operating bikeshare programs across the country, we have never 
seen this type of ridership and activity on our bikes and scooters in such short time. 
 
LimeBike is excited to be part of this exceptional community, providing riders with 
easy access to shopping, entertainment, restaurants, and activities - everything that 
makes living in San Diego great. We’ve heard from businesses and the public about 
the vibrant and innovative feel LimeBike has brought to the City.   
 
LimeBike takes pride in the commitment we have to the operations of our 
deployments across San Diego, just as we do in the over 50 communities LimeBike 
has launched across the U.S. and Europe. We actively follow up on all customer 
service and city inquiries, monitor social media and news outlets, and take to heart 
feedback associated with our service. Our proactive engagement with community 
groups also allows us to improve our service and operations in real-time. We are 
proud of the success achieved thus far in San Diego and are excited to continue 
serving the community.  
 

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As we continue to incorporate feedback and expand our service, we wanted to 
provide the following memo outlining the status of our operations in the City of San 
Diego. 
 
Our Operations Today 
 
Local Operations: ​To ensure our network operates at the highest possible level, we 
have a full-time local team of operations specialists, repair technicians, and drivers. 
This team is led by our General Manager, Zack Bartlett. 
 
Our field operations team works truly on a 24-hour basis, monitoring our fleet across 
the City in three 8-hour shifts. We patrol multiple times every day in locations across 
the City, as well as actively respond to reports submitted to our 24-hour customer 
support and our in-app reporting feature. 
 
Commitment to Customer Service: ​In addition to our in-app reporting feature that 
allows riders to report bikes that are parked incorrectly, out of network, or require 
maintenance, we have a 24/7 customer service team accessible through our app, 
email (​support@limebike.com​), and phone line (1.888.LIME.345, which can be 
reached by phone and text). Our 24-hour customer support satisfaction rating 
outperforms the national average with 96% of riders reporting being satisfied with 
their customer experience.  
 
Proactive Rider Education: ​As part of our continued effort to educate riders on 
bikeshare etiquette, we have released a series of videos on YouTube highlighting 
how riders can use and park LimeBikes responsibly. LimeBike is committed to going 
above and beyond to promote responsible parking — ​ ​both proactively, through rider 
education and creative video channels, as well as reactively, through our in-app 
reporting, our local operations teams, 24/7 customer service support, and our bikes’ 
GPS data and built-in sensors. 
 
Community Outreach: S ​ ince launching, we have already undertaken numerous 
efforts to connect with community groups, including Business Improvement 
Districts and Alliances, community planning groups and committees, and regional 
transportation organizations. We are committed to working closely with 
organizations across San Diego to understand how LimeBike can best meet mobility 
and accessibility needs. 
 
Ridership Data 
 
Residents and visitors are welcoming LimeBike into the community, as evidenced by 
our ever-increasing ridership and ride numbers:  
 
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 ● Increasing Rides & Ridership:  
○ Since launching in mid-February (only three weeks ago), o ​ ver 21,000 
San Diego residents and visitors have ridden LimeBike m ​ ore than 
55,000 times​ and counting. This has made San Diego our most active 
rider community! 
○ Average distance ridden is 1.1 miles, with average riding time hovering 
around 8.5 minutes. 
● Environmental Impact​: ​San Diego riders have saved over 25,000 pounds in 
Carbon Dioxide, equating to more than 10,000 trees saved. 
○ Over 30,000 vehicle miles have been saved. 
● Health Benefits To Riders:​ M
​ ore than ​1.4 ​million​ c
​ alories have been burned 
by San Diego LimeBike riders, equating to 2,500 Big Macs.  
● Economic Development:​ While research also demonstrates bike riders and 
bike commuters spend more in the local economy than those using car 
transport, across our markets we will be looking to quantify the local 
economic development benefits of a vibrant bike community. 
 
In addition to facilitating mobility for the residents and visitors of San Diego, 
LimeBike is committed to helping the City further decrease traffic congestion and 
achieve its Climate Action Plan goals. We were recently recognized by the Climate 
Action Campaign as a finalist for the C ​ aptain of Conservation Award, which honors 
businesses or organizations working toward a carbon-free future​. 
 
Looking Forward 
 
LimeBike will continue to work closely with the community as we expand and refine 
our operations. As the leading U.S.-based smart mobility company, we have 
successfully operated in communities of all sizes and demographics. As we have 
from day one, we strive to be collaborative and look forward to LimeBike serving the 
San Diego region for many years to come.  
 
Please reach out to us and let us know how we can be helpful and better serve San 
Diego. 
 
Sincerely, 
 
 
 
Toby Sun 
Co-Founder and CEO 
LimeBike 
toby.sun@limebike.com 
 

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Sam Dreiman 
Director of Strategic Development 
LimeBike 
sam@limebike.com 
 
Zack Bartlett 
San Diego General Manager 
LimeBike 
zack@limebike.com 
 
 
CC: 
● Kris Michell, Chief Operating Officer 
● Stacey LoMedico, Assistant Chief Operating Officer 
● Aimee Faucett, Chief of Staff, Office of the Mayor 
● Paz Gomez, Deputy Chief Operating Officer, Infrastructure/Public Works 
● David Graham, Deputy Chief Operating Officer, Neighborhood Services 
● Ronald H. Villa, Deputy Chief Operating Officer, Internal Operations 
● Elyse Lowe, Policy Director, Office of the Mayor 
 
Attachments: 
● Trip origination density maps, route end-to-end heat maps, and ridership 
charts for San Diego. (​ Note: Red indicates an area of highest ridership)   

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Trip Origination Density Map 

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Route End-to-End Map 

 
 
   

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 Ridership Charts 
 
Weekly Rides 

 
 
Weekly Unique Riders