Trouble-hit Arriva Trains Northern has published a new customer charter for its beleaguered rail passengers.

The charter sets out the company's commitment to deliver and continually improve services.

Passenger groups say they welcome the good intentions, but want real action not more words.

Arriva, which operates the Trans Pennine franchise and a number of local routes across the North-East, has faced criticism for slashing its train timetable because of a shortage of drivers.

It has recently managed to restore the bulk of its timetable following a driver recruitment programme.

The train operator's next problem is finding a solution to two industrial disputes involving its conductors and station staff who are striking over pay.

Brian Milnes, chairman of the Tees Valley branch of Transport 2000, said: "It's all very well telling us about the high quality service they want to deliver, but they are still cancelling trains.

"There are an awful lot of words in the charter and political correctness, but not enough is still being done to provide the services people want."

The new charter sets out what customers should expect and includes information on buying tickets, assisting passengers with special needs, train and punctuality standards and how to make a complaint.

Ernie Preston, secretary of the North-East Rail Passengers Committee, said: "All train operating companies are obliged to have a charter for their passengers in place and we were consulted over this.

"It is up to Arriva Trains Northern to deliver better standards. In spite of all their problems I do think they are turning the corner."

ATN Managing director Ray Price said: "It is more important than ever to provide our customers with a clear signal of how we plan to operate now and in the future.

"The charter is easy to read and we believe that it will provide our customers with the information they need to get the best out of Arriva Trains Northern services."

Copies of the charter are now available from train stations across the regional network or by calling (0870) 602 3322.