FN ISI Export Format VR 1.0 PT J TI Business Model of Swiss Travel Agencies in 2020 AF Wirth, Isabelle AU Wirth, I AB Auftraggeber This research examines what the business model of Swiss travel agencies will look like in 2020. Not only trends forecasted in direct context of travel agency can be relevant for travel agencies in 2020 but also general trends in tourism or even world mega trends. Therefore, the literature review has been structured in those three parts to cover all possible trends which might influence travel agencies in 2020. Besides literature review, qualitative interviews with nine Swiss travel industry experts have been conducted to identify and validate trends for the future of travel agencies. Additionally, some of the trends were compared with the figures of Kuoni Reisen AG over the last three years in order to see a confirmation or disconfirmation. As a subsequence of all those detected trends, several possible scenarios have been formulated and ranked by the nine interviewees and the researcher. Based on the two most recommended scenarios, managerial implications have been derived for the retail organisation of the Swiss tour operator Kuoni Reisen AG. ER